Role of interactive services in maintaining steady RMR stream

Affiliated Monitoring’s UL-Listed monitoring centre with a second floor dedicated to areas for security company meetings

Central monitoring stations have innovative approaches to assist security installing companies in growing their account base, adding value and boosting recurring monthly revenue (RMR). These companies do much more than simply monitor accounts – today they provide a host of services to give security installing companies the added edge in an extremely competitive marketplace.

Affiliated Monitoring, Union, N.J., is a privately owned company that’s been in business for more than 38 years. Its primary goal is to keep innovating, so its security installing company partners can leverage new technologies, add customers and keep attrition rates low.

Focus on interactive services

One of the oldest, continually running central monitoring stations in the industry, Affiliated Monitoring hasn’t stood still. Instead, it’s found new ways to provide the best and latest technologies to its dealer base. In May 2012, Affiliated Monitoring opened a new 80,000-square-foot UL Listed, CSAA Five Diamond Certified and FDNY Approved monitoring centre with a communications infrastructure second to none. The central station was also built with an entire second floor reserved for dealers, with conference and breakout rooms they can use free-of-charge for customer meetings.   

Michael Zydor, managing director of Affiliated Monitoring, says one of the keys to the company’s longevity and success is staying at the forefront of technology and providing the services and metrics dealers need to compete effectively. The company monitors a full range of interactive services and security, as well as fire, Personal Emergency Response Systems, video and two-way audio. The latest communication technologies are also available, including Internet/cellular monitoring, as well as web and mobile access.

“Technology is changing rapidly, every 12 to 18 months, but we have everything the dealer needs to compete effectively,” he says.

Zydor says he sees traditional security dealers taking advantage of new ways to gain RMR with central station monitoring, especially interactive services, now a standard offering of the majority of those companies.

Beyond security

“Dealers know they need an offering for the customer that’s more than security -- a full suite of home automation services – in order to compete today. Their mindset has changed; they know security is vital, but customers want home automation along with protection. They are leading with interactive services and the full functionality customer's desire, like turning locks on and off remotely, or checking when their children arrive home from school. And that’s what Affiliated Monitoring delivers,” Zydor says. He adds that interactive services put smaller security companies on par with larger firms, while allowing them to parlay the added edge that comes from a higher level of responsive service.

Adaptation to technology change

Affiliated Monitoring also helps security companies adapt to the fast pace of technology with free training and education. And as another value-add, the company provides health reports that aggregate critical metrics and data on accounts so they can manage their customers better – and hopefully keep them for life.

“These reports provide a snapshot of activity and insights into which accounts may need assistance so they can go out to these customers and work with them to avoid cancellation and attrition.,” says Zydor. “From the feedback we’ve received, that’s proved invaluable. They have an in-depth look at how their accounts are behaving on a monthly basis.  Dealers have a host of other services from Affiliated Monitoring as well, including access to their accounts from our dealer apps or website where they can test systems, check history, and perform other functions -- on demand, all day long.”

Zydor says the rapid transformation and sophistication of the security industry makes it an exciting time to be in the business. “Our business is a partnership with our dealers, and the two are intertwined. We work with them and they give us the feedback we need so we can keep providing best-in-class service to our dealers.”