Security Systems News

JUL 2018

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briefs www.securitysystemsnews.com July 2018 SEC u RIT y S y STEMS NEWS Monitoring 14 Security Partners hosted official groundbreaking for new building LANCASTER, Pa.—Security Partners in late May announced the official groundbreaking of its new corporate headquarters and state-of-the-art monitoring center, Tobacco Avenue. The new project is the beginning of the revitalization of the historic complex and will feature luxury apartments, a restaurant with a rooftop bar, and a to- be-determined building, according to the announcement. Security Partners was joined by their team of developers and bank- ers, along with Lancaster City Mayor, Danene Sorace, on May 23 to officially celebrate the beginning of the first part of the three-part project. The company hopes that the remodeling and preser- vation by CH&E Construction is com- pleted by the summer of 2019. Randy Hall, president of Security Partners, stated how the revitaliza- tion will bring jobs into the community by adding 20 more positions to the Security Partners work force. DICE announces new CFO, telecom manager BAY CITY, Mich.—DICE Corporation announced today that Jackie McCarthy is joining the company as its new chief financial officer and Jerry Corrion will now manage DICE's telecom depart- ment, in addition to his current role as senior vice president of software devel- opment. McCarthy will be responsible for overseeing accounting, managing company financial statements, report- ing on key measurements, and budget- ing and analysis, the announcement noted. McCarthy comes to DICE with more than 30 years of experience as a CPA, with 15 of those years in pub- lic accounting. Before joining DICE, McCarthy worked for Ernst & Young, Nexteer Automotive and in local gov- ernment. She also taught at Delta College and operated her own CPA firm for several years. McCarthy holds a BBA in accounting from Saginaw Valley State University. Corrion, who has been with the com- pany for more than 20 years, will over- see the telecom department at a time of rapid growth and advancements, according to the announcement. "Telecom continues to be our fast- est-growing department, and a lot of software is tied to telephony. Jerry is the perfect fit for leading this team," DICE Corporation president and CEO Cliff Dice said in the announcement. "This is an exciting time at DICE Corporation and I'm pleased to have Jackie and Jerry on our team, leading us into a new era at the company," said Dice. Affiliated Monitoring hosts Catalyst 2018 customers, we save lives." "I feel very strongly in the future of our industry," Oppenheim said. He pointed toward the baby boomer generation, the oldest of which are about 72 now, as a large opportunity—an entire generation that is about age into the typical PERS and mPERS demographic. Related to that is one of the problems the industry will face in coming years, Oppeneheim said, that there are going to be more seniors, but fewer avail- able caregivers. "There's only one answer and it is our industry and technology that is going to solve this." The overall number of PERS signals that Affiliated received went up 45 percent last year, Oppenheim said. Oppenheim also brought up Brighton Mobile, a new portal that is manufacturer agnostic. "What it is is a centralized plat- form where you can arrange for and manage all of the aspects of your business." An annual staple of the Catalyst program is the executive spotlight series, where Oppenheim has an on-stage conversation with lead- ers in the PERS industry. This year Oppenheim talked with Rob Flippo, CEO of MobileHelp, a provider of mPERS and health management solutions, which began in 2006. "You bet big on mobile and you were right, what did you see that others in the market were not seeing at the time?" Oppenheim asked. Flippo said that people weren't using cellular in the home when he started, and he did his due diligence to figure out that there was no business reason for this and chose to take up the technol- ogy in his business. He noted that GPS technology was also in the early stages at that time. Affiliated is now fully integrat- ed with MobileHelp, Oppenheim announced on stage. Flippo provided an interesting perspective when asked to think about the future of the PERS industry, 10 years down the road. He said that the people buying PERS systems now, were about 65 when he started. So, he chal- lenged the audience to consider a 60 or 65 year-old now—that person will be a potential PERS user in 10 years. The last session of the day was a panel, titled "Ask the Experts: Product Mix and Planning the PERS Future." Here, Pete West, VP, North American director for KORE, moderated a conversa- tion with Yaniv Amir, president of Essence USA, Ryan Bangerter, business development director for Mytrex, and Scot McGehee, VP of operations and sales at Climax. To kick things off, Ward asked Bangerter about the value of the cloud for PERS, which is a tech- nology that Mytrex is leveraging with its new MXD LTE system, a landline PERS. Bangerter said that, historically, PERS systems are a local installation, but the cloud element allows for an easier integration process. The cloud also helps with different com- munication paths. Ward asked McGehee about the usage of mobile PERS inside of the home, as opposed to a cellular PERS system. Seniors can be much more energetic and mobile, he noted, and Users need something for mobile use outside of the home as well as usage in the house. "We've got to be able to cover both bases going forward to take care of the aging popula- tion," he said. Essence does business out- side of the U.S., Ward noted. He asked Amir about trends that are in international markets that might be poised to enter the U.S. market. Voice activation is one such trend, according to Amir. Specifically, Essence offers a voice panic alarm system, where emergency response sensors can be installed throughout a user's house and—because it relies on voice—doesn't require a wearable. This is a good solution when caregivers would like to see more protection in an elderly person's home, but that user does not want to appear frail. To open the second day of Catalyst 2018, Mike Zydor had an on-stage conversation with Mark Melendes, managing direc- tor and group head—specialized industries, CIBC Bank US, about what dealers need to know ahead of looking for additional funding. Borrowing from a bank can be a great way to grow a PERS business, Zydor noted. He asked Melendes for the first thing PERS dealer should do when thinking about additional funds. Melendes said to think of alter- natives to borrowing from a bank. Borrowing from a bank can be very involved, he said, and there are other options that a dealer could look into; for instance, find- ing a local lender or sometimes the seller in a transaction can partly help with financing. According to Melendes, key considerations include: whether financial records are intact, does the company have good financial reporting and a history of financial reporting, is there a good CRM system, and are there the right people to support a banking relationship? Zydor asked: What do people looking to buy need to pay atten- tion to in buying a competitor? While CIBC focuses on the financial part of the transaction, it is also concerned with the strategic fit of the purchase and the legal due diligence, Melendes said. "Strategic fit is definitely one that we focus on," he said. Something new for Catalyst that was included this year was a session devoted to a variety of discussion groups. There were four topics for discussion groups: Medicaid and government pro- grams, customer retention strat- egies, leveraging social media for your business, and building your team: the most essential roles to fill. I sat in on the social media ses- sion. This group was divided into two tables. The table I sat with dis- cussed how the main audience is often not the user themselves, but instead the younger caregiver—an individual more likely to be on social media. One idea was that messaging about PERS products has been often built off of fear, the fear of a fall. The industry could benefit from portraying PERS as more of a lifestyle product, a device that allows its user a certain lifestyle with more freedom. The final presentation for this year was from the featured guest speaker, Erica Javellana, speak- er of the house for Zappos, an online shoe and clothing retailer. Javellana joined the company in 2007 as a human resources generalist and quickly rose to be the employee relations manager. She took the stage to talk about Zappos' focus on customer service and how to focus on company culture. Javellana began by talking about what Zappos calls P.E.C.: personal, emotional connection. Zappos wants each employee to establish a connection with each person they interact with, she said. Zappos is committed to the idea of company culture and that means hiring and firing by those principles, Javellana said. Zappos has 10 core values, central to the company's culture, and one of them is to "Build a positive team and family spirit," and the wrong person can ruin a team's dynamic. "If you get the right people, you get the right culture," she said. Another tenet of Zappos' cul- ture is to "Deliver WOW through service." To "wow" through service means to go above and beyond, Javellana said. She shared the story of sitting in on a customer service call where a woman called in to try to find a specific sweat- shirt. This woman hadn't ever shopped with Zappos, Javellana noted, but the Zappos employee helped her none-the-less, and got to know her while searching for the sweatshirt. He eventually learned that the woman's son had died in a car accident wearing his favorite sweatshirt at the time, and his brother wanted the same one to remember him. The customer service representative, finding that Zappos did not have it, purchased one through a competitor and told the caller he would sent it to her. It's about the experience more than the transaction, Javellana stressed. Javellana ended her presenta- tion with this question: "How will you wow?" SSN The executive spotlight, an onstage inverview and staple of the Catalyst program each year, this year featured MobileHelp's Rob Flippo. Continued from page 1

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