Many security companies now send their technicians into the field with iPads, laptops or smart phones downloaded with critical data. Several years ago that was not the case. That’s a positive change for our industry.
Improving communications allows technicians to place systems in “maintenance mode” while servicing a customer to reduce unnecessary alarm dispatches due to on-site testing. These devices can also bring up a customer’s history, allowing the technician to analyze signals to determine potential equipment issues or point to additional user training requirements.
Additionally, on-site technicians can show the customer stored “call-lists” to see if information is current, possibly having them sign-off on accuracy so central stations have good numbers to call, a critical requirement for ECV (2-call) verification success.
The advancement of technology is certainly one of the drivers of this trend. At the same time, leading companies adopt these new information-delivering devices because it makes business sense: Their technicians get data when and where they need it, and this improves their ability to properly install alarm systems. The customer is happier and the alarm system operates the way it is supposed to.
Getting information on the run like this is part of our world today. We’re all accessing documents, accounts, emails or reports when we are away from our main offices. Putting handheld devices into the hands of your technicians makes sense.
It gives your technicians the ability to manage their time more effectively, address customer questions more quickly and thoroughly, and prepares the technician to troubleshoot on the go. At SIAC, we believe this is a healthy trend for our industry, and encourage companies to explore the ability to provide these enhanced tools to your employees. They will help you leverage your time, and your employees leverage their time with your customers.