What challenges do end users face when working with integrators?

When collaborating with integrators in the access control and security industry, End Users encounter several significant challenges. Firstly, ensuring that integrators possess relevant experience with security solutions is crucial. They need to swiftly grasp the unique problems faced by each customer and provide tailored solutions. Secondly, understanding the integrator’s organisation, culture, and track record is essential. Factors such as their longevity in the business and the support and maintenance they offer for integrated solutions play a vital role. Lastly, assessing the quality of the API (application programming interface) or SDK (software development kit) provided by each product manufacturer is key. Well-documented APIs and robust manufacturer support lead to seamless and dependable integrations for end users. 

The security technology domain has increasingly become IT-focused. Today, the biggest challenge that end users face when working with integrators stems from the vast array of complex new security technologies and the rapid rate at which they are emerging: As always, end users rely on integrators to identify solutions for strategically meeting their needs. But today’s users expect higher levels of service from their integrators, including expertise in application use, system installation, infrastructure management, and more. For integrators – especially in emerging markets like analytics – striking a balance between delivering tried-and-true solutions while keeping end users at the cutting-edge of innovation is an intricate art form, further complicated by the need to navigate specific objectives and unpredictable budgets for diverse organisations. Expertise in navigating these complexities is now an intrinsic part of end-user expectations. Ultimately, the key tenet to a successful end-user/integrator relationship is open communication. Innovative technology can address many challenges but can only go so far without transparent communication, mutual understanding of the security technology ecosystem, and realistic expectations about how technology can meet requirements (or not). Once a strong communication platform is established, end users can look forward to the impact of successfully integrated technological advancements from the robust and ever-evolving security technology ecosystem. 

End users should aim to work with integrators that look for innovative solutions to existing problems. While many security cameras can stream video at a 2MP resolution, knowledge of the products that are a great fit for your project and that integrate with all other components such as Video Management Software, AI video analytics, and other hardware is the difference in achieving a great project outcome. 

End users sometimes struggle to find an integrator that is invested in learning their business versus simply pitching solutions. In today’s complex world where IT and security teams must work closely together, every organisation has a unique set of needs and requirements. Sometimes it’s more valuable to find an integrator who is unafraid to say “No, we don’t do that, but we’ll find the right partner who can help” versus an integrator who gets in over their head on a project. Some end users are reluctant to change integrators that are underperforming because “breaking up is hard to do.” In most cases, that’s based on a misperception that such a change is going to be painful when it might be quite the opposite given the right fit. End users need to do their homework and make sure any partner they choose to work with is truly positioned to support business growth. 

End users can navigate the complexities of security solutions by working with experts who prioritise their unique business needs and risk factors. Finding partners who excel in communication, customisation, and technical support is crucial to aligning the end users' specific requirements and budget constraints with the proposed solutions. Collaborating with integrators who work closely with manufacturers that offer not just incentives, but also substantial support and consultative assistance enhances the customer experience. By choosing partners who genuinely understand their business and are committed to their success, end users can leverage the best of technology and expertise to enhance security measures and operational efficiency. This approach fosters a productive relationship where integrators become invaluable allies in navigating the technological landscape, ensuring solutions are tailored to meet the specific challenges and opportunities faced by the business. 

One of the biggest challenges for end users is finding technology that enhances and integrates with what is already in place. If the customer is dealing with budget constraints, a rip-and-replace installation is most likely not going to be an option. For this reason, many end users prefer a phased approach to retrofits and upgrades. Another challenge is finding the right balance of technical support and maintenance from an integrator during and after deployment. Many technologies require a lot of oversight and configuration to function accurately, particularly when integrating with existing systems. It’s more important than ever that an integrator follow cybersecurity best practices. Not all integrators have the same level of expertise, and if an end-user already has a solution in mind, an integrator may take on the project despite not being trained. This can negatively impact the schedule, labour costs, and the overall effectiveness of the solution.