ADT Commercial have grown organically in double digits since 2016, in addition to growing through 15 acquisitions completed since the merger of ADT and Protection One. Acquisition of integrator companies such as Red Hawk Fire and Security and Aronson Security Group have expanded ADT Commercial’s presence geographically to more areas of the country. Most of the employees of the acquired companies have stayed with ADT and “helped to create a corporate culture and a good place for employees to work,” says Dan Bresingham, Executive Vice President of ADT Commercial. Happy employees ensure good customer service. Enterprise resource planning Bresingham will lead ADT Commercial as it becomes a separate business unit in 2020 “We adapt to where our clients want us to be,” adds Joe Sanchez, Senior Vice President of Customer Operations of ADT Commercial National Accounts. “We take a strategic approach as we determine how adaptive our customers are going to be to the new technology.” I caught up with ADT Commercial at the GSX trade show in Chicago. Bresingham tells me ADT Commercial has benefitted from the calibre and breadth of leadership talent that have come along with the various acquisitions, including Mike McWilliams of Red Hawk, Bob Dale of Protection One, and Phil Aronson of Aronson Security. The transitioning of internal systems such as enterprise resource planning (ERP), billing and customer repair software will further steamline the ADT Commercial operation in the next several months. Bresingham will lead ADT Commercial as it becomes a separate business unit in 2020. We caught up with ADT at the GSX trade show in Chicago Providing new opportunities for regional integrators Additional acquisitions are also likely; in fact, growth is likely to accelerate. ADT Commercial offers a national footprint that can provide new opportunities for regional integrators it brings into the fold. New acquisitions will continue to fill out ADT’s skillset requirements in specific geographic areas where more expertise is needed. Security directors have a small staff and we help them know what they should be looking at in terms of data" “The industry doesn’t change a lot,” says Bresingham. “The technology just gets better, faster, and cheaper. As a service provider we take the best technology and combine it to provide the best solutions. We’re product-agnostic. Most of our jobs are down-and-dirty, doing the same things, but we’re pushing ourselves to be the best every day at the basics.” An emphasis at ADT is to provide customers ‘actionable’ data compiled from their various security systems. “We have a range of customers,” says Sanchez. Managing networks and video remotely “From small businesses to large data centers, there is no electronic system we cannot do. We are adaptable, from providing basic intrusion all the way to more sophisticated elements. Security directors have a small staff and we help them know what they should be looking at in terms of data.” “Our customers are our ‘true north’,” says Sanchez. A strong relationship with clients forms the basis for ADT Commercial’s success. Helping customers track data utilises ADT Commercial’s eSuite account management system, homegrown software that compiles and analyses various customer data inputs. It also allows the ability to manage networks and video remotely. “We built it from scratch for customers. It’s a web-based system that helps them manage their business,” says Bresingham. “We hold ourselves accountable. We don’t hide from data, we encourage it.” Monitoring refrigeration units The solution is different in every case, just as every customer is uniqueIn addition to data from customer systems, eSuite can compile local weather information, crime statistics and other information that can help provide trending information to guide a customer’s business. The system’s flexibility enables ADT to provide the data each customer needs. ADT helps customers manage their business beyond the security department, too. “We do a lot of things in environmental control, monitoring refrigeration units and making sure humidity and temperature readings are correct,” says Sanchez. Leaving a door open could cause product loss at a pharmaceutical company, for example. In the food industry, a freezer malfunction could cause huge losses. In either case, an alarm can draw attention to the problem in a timely manner. Other customers face regulatory requirements that demand an audit trail of compliance, which ADT’s systems can provide. At the end of the day, ADT asks customers ‘What’s your security need?’ The company then adapts and assembles its solutions using internal resources and outside vendors, to meet that need. The solution is different in every case, just as every customer is unique.
Matt Cooper, Senior Director, Centralized Operations & Johnny Galarza, Director Integrated Applications Systems Protection 1, the premier full-service business and home security company in the U.S., announced the promotion of Matt Cooper to Senior Director of Centralised Operations, and Johnny Galarza to the newly formed role of Director of Integrated Applications Systems, effective immediately. Both individuals will be based out of Protection 1’s Irving Call Center and report to Senior Vice President of Customer Operations Joe Sanchez. "Since his first day at Protection 1, Matt has consistently shown his responsibility and commitment to his team and the customer experience. He has exceeded customer expectations by ensuring high profile national accounts have efficiently and accurately received the products and services promised by our sales professionals,” commented Sanchez. "Johnny’s commitment to the customer and the company are the reasons why he was chosen for this position. Moving into this newly formed, critical role is essential for Protection 1 to remain the industry leader, as Johnny uses his vast experience to grow our video-based, interactive service offerings while enhancing the overall customer experience.” Matt Cooper, Senior Director of Centralised Operations As the Senior Director of Centralised Operations, Cooper will oversee the management of all commercial and national account installations of alarm systems, CCTV, access control, and fire alarms nationwide in out of market areas. He will also manage the development and implementation of National Account project managers, National Account field operations managers, National Account technicians and subcontractors. "Improving the technicianexperience, as well as theefficiency of the tech supportdepartment, is paramount toour company's success" Cooper has over 14 years of industry and IT experience, including 12 years working for Protection 1. Prior to Protection 1, he served in the United States Navy at Naval Station Everett in Everett, Washington. Since first joining Protection 1 in 2004, Cooper has held positions ranging from residential service technician and operations supervisor, to field operations manager for national accounts installation. Most recently, he held the position of director of field operations. "Having come from the field within the Protection 1 organisation, I understand the daily life of our technicians. Improving the technician experience, as well as the efficiency of the tech support department, is paramount to our company's success,” said Cooper. “Delivering timely and accurate solutions, a great customer experience, and maintaining department goals and service levels will be my primary focus." Johnny Galarza, Director of Integrated Applications Systems In his new role, Galarza will be responsible for the integrated video services and PIN Automation application functionality. Galarza has over 23 years of IT and industry experience, including three years working for Protection 1. Prior to Protection 1, he worked for HSM Electronic Protection Services, Stanley Security Solutions and Stanley Black and Decker. Galarza has held positions ranging from IT technical manager and IT integration project manager to global IT project manager. Most recently, he held the position of director of technical services at Protection 1's Irving Call Center. He has extensive experience managing high priority, multi-faceted projects, including managing the service delivery for the city of Chicago and the Chicago Transit Authority and managing global acquisition integration projects. "I believe that my experience in the IT and alarm industries will be invaluable,” stated Galarza. “I will bridge the gap between the services the customers are looking for Protection 1 to deliver and the customer's IT department, ensuring the customer understands the impact all services have on their network." Save
Cooper will be responsible for the operational oversight of national account installations Protection 1, the largest full-service business and home security company in the U.S., recently announced that it has promoted Matt Cooper from Regional Operations Manager NAID to the newly created position of Director, Field Operations National Accounts. Cooper will report directly to Joseph Sanchez, Senior Vice President of Customer Operations. As the new Director of Field Operations National Accounts, Cooper will be responsible for the operational oversight of national account installations and service delivery. His team will concentrate on activities in areas of the country not normally serviced by Protection 1 branch operations. Cooper will have direct responsibility for recruiting, hiring and developing sub-contractor relationships to augment the Protection 1 technician labor force in the delivery of field services. His organisational structure includes a team of regional operations managers, project managers, national account trained technicians, support staff and over 60 subcontractors throughout the United States and Canada. “Matt has continued to demonstrate his ability to be a very effective manager in the area of field operations,” stated Sanchez. “His leadership abilities and positive work ethic yielded great working relationships with subcontractors and branch personnel to ensure quality installations. In his new role, Matt will be responsible for closing the gap between National Account and Branch Operations as we capitalise on the branch infrastructure in our ongoing support of national account installations.” Cooper has 14 years of industry experience, 10 of those years with Protection 1. Cooper started as a residential installer and quickly moved his way up to the position of Operations Supervisor for the Nashville and Knoxville markets. In 2013, Cooper’s efforts had a direct influence in leading Nashville to the top of the branch rankings. From there he advanced to managing the North and South regions’ national account installation backlog. Most recently, he led the NAID team in a regional role bringing extensive knowledge of Protection 1’s Field Operations. “I ran operations in 2013 for the Nashville branch, taking the branch from 29th in the company to finishing the year #1. I came over to National Accounts in November of 2013 and quickly rose from the Field Ops manager position to head of the department in under a year,” stated Cooper. “Coming from the branch side of the business, I have first-hand knowledge of how the branches operate, in terms of installation. I speak the branch language and understand what’s feasible and what would be in the difficult category. I think it’s crucial to have all installation entities operating on the same wavelength and focus on what makes Protection 1 such a great company…teamwork and customer service.”