In this article we take a look at the process we follow when we receive a call or email for a quote on a new video security system installation or an upgrade to existing system.
A video version and downloadable slides are available at the end of this post.
The Value of an Initial Site Visit & Consultation
Before quoting a new video security system, or an expansion or upgrade of an existing system, we believe a site visit and site evaluation is vital. That’s the first step in developing a proposal for prospective new clients.
“When we get a call or email from a prospective new customer we like to get on site as quickly as possible,” says Jason Maddox, president of Vulcan Security Systems, LLC. “Our goal is to be a value-added business partner with our clients–to help them find solutions to their security and security-related business problems.”
The site inspection, combined with an understanding of the purposes for a security system, guides the design of an appropriate and cost-effective video surveillance and premises security system.
If we can get on site and do an evaluation, we often can recommend alternative solutions that might be better than a competitor’s proprietary system with more options for expansion in the future, if needed.
Jason Maddox, President, Vulcan Security Systems
What Is Driving The Decision to Install or Upgrade the Video Security System?
In-person site visits help with building trust and rapport and that benefits everyone involved.
Usually there’s been a compelling event that drives the desire to install a new security camera system or expand a basic or older analog surveillance system.
The in-person site visit helps move the various parties toward the degree of trust and comfort levels to facilitate frank discussions about what’s driving the call for a new or expanded video security system.
The best way to understand the business needs for a security system is to see the business campus and ask questions that help to ferret out objectives and desired outcomes that might not be obvious on the surface.
A site visit can help with understanding the level of camera resolution needed to get the job done. Some business applications are served by a camera that covers a wide area with reasonable, but not superfine resolution. Other applications may require a camera with a resolution sufficient to zoom in to view something as small as the name on a badge or an ID card.
Once I’m on site for an initial consultation, I can often identify system features and benefits that the customer might not have thought of.
Jason Maddox, President, Vulcan Security Systems, LLC
If the job involves upgrading or expanding an existing video security system installation, we need to take a look at the technology in place to make the best recommendations.
“Occasionally, we get calls from price-driven prospective clients with a list of system parameters and they just want us to give a quote based on this list of perceived needs, without a site visit,” Maddox says.
We understand that price is important to our clients and customers, but we think it’s important to design a system to meet the goals and security objectives of our client.
If we can’t bring an appropriate security installation online within the available budget, it’s helpful to know that early on so that we can recommend that our prospective customers move on to other options.
Our guide to defining the scope of a video surveillance and premises security system can help you understand the process of identifying objectives and selecting technology for the physical campus of a business or other commercial operation.
Tech Sophistication and Video Security System Installations
It’s also important for us to understand the technological sophistication of our clients and their staff. Some of our customers have an in-house IT team, while others will outsource much of their IT needs to a third-party information tech services provider.
In either case, we work with the individuals responsible for managing and maintaining information technology systems so that the video security system can be seamlessly integrated into the existing network infrastructure, whenever possible. If upgrades to the network are needed, then we want to make sure the IT director is involved from the outset in any IT system recommendations and decisions.
We like to have the senior IT team member present as early as possible to make sure that the existing IT network can handle a video security system and, if not, to identify what types of IT network upgrades will be needed.
From Call to Quote: How Long Does It Take?
Our goal is to be on-site for an initial consultation as quickly as possible after the first inquiry, whether by phone or email. We work around our customer’s availability and preference for the initial site assessment.
In normal situations, we usually have a quote and proposal ready for prospective clients within three business days or less from the initial site visit.
The quote will include product literature about system hardware recommendations, any necessary IT network upgrades, and the price for a proactive system inspection and maintenance plan.
Proactive Service and System Maintenance Options
In addition to the system design, security camera installation, and network configuration, we recommend our customers take advantage of our proactive service contract offerings.
A proactive service plan means that we check the system at least once every 30 days to make sure all cameras are functioning according to the system design and that the video storage technology (whether on-camera or separate video storage drive) is operable. The pricing is based on the number of cameras in the installation.
We do the proactive system check via remote system access. If a problem is identified, we can often correct it remotely. If the problem can’t be fixed remotely, the proactive service plan covers most on-site service calls. [Some unusual or complex on-site service calls might not be covered through the proactive service plan, but most are.]
Without the proactive service option, we have to charge for site visits and troubleshooting camera problems. We don’t like to send separate invoices for something that would have been covered under the proactive service plan. More importantly, if the system goes down and no one notices, the system malfunction may not be discovered until it’s too late. It can be frustrating (and costly) to discover AFTER an incident that a key camera was offline for some reason. The proactive service plan can reduce the risks of that happening.
Examples of How Proactive Service Benefits Your Business
Not long ago, a customer’s IT department installed a new firewall over the weekend. That change to the network caused the video security system to go offline. We were able to remote in and reconfigure the security cameras for the new network settings. Without the proactive service package, this customer would have to pay for a routine service call. With the service package, we were able to quickly fix the problem without the need to send out a service van.
Here are two more recent examples of how the proactive service contract saved time and money:
Shopping Center Roof Camera
Our service reviews showed a camera signal was dropping in and out. With troubleshooting, we knew the problem wasn’t the camera. At first, the solution seemed to be replacing the cable. That helped, briefly, but then the same problem returned. A follow-up visit revealed a faulty POE (power over ethernet) switch. Our technicians swapped out the POE switch and the rooftop camera is now working fine.
Industrial Plant
We discovered during a regular remote system check that a camera system wasn’t recording. A site visit revealed that the power supply to the recording storage unit had been kicked or bumped. The loose power cord had the system offline. Without the service contract, the customer might not have discovered the cameras weren’t recording for weeks or months.
We prefer to solve these types of problems without having to invoice separately. The proactive service plan makes that possible.
Proactive maintenance services and security monitoring services are not the same thing.
Although the proactive service plan does not include 24/7 security monitoring, we do offer camera monitoring services if desired.
From Quote to Contract to Installation…
How Long Does It Take To Get A New Video Security System Installed and In Operation?
Once a customer accepts the quote, we quickly prepare and send out a contract for the video security system installation.
We work with our customers to identify the earliest possible convenient date for the installation. Once the contract is signed, we order the cameras and other materials needed for the system. We typically require 50% of the contract price upfront to cover the costs of the cameras and equipment. These are usually delivered overnight.
We like to have senior management available at the time cameras are installed to make sure the cameras are focused on the desired area(s) for surveillance.
In most cases, we can have a new installation up and running in about 2 weeks.
We train your staff on how to remote in to view a camera feed, how to access stored video, and perform other tasks that may be relevant based on the system design (such as real-time PTZ, if applicable).
For the first few weeks after the installation goes live, we also regularly check the cameras and network configuration to make sure everything is working as intended.
Once the system is fully functional, our routine system maintenance monitoring ends unless the customer has a proactive service plan (explained above).
A Team Approach
Successful businesses build and rely on a team of independent professionals to guide management. Your CPA, attorney, banker and insurance agent are part of your company’s professional team.
Vulcan Security Systems wants to be a member of the team, to deliver value-added security solutions for improved risk management and more efficient operations.
We strive to provide a level of service that eliminates one of the headaches or pain points in your business operations,” Jason Maddox says. “Your video security system should be worry-free. Our proactive service option can help make that happen.
One of the goals for our website is to answer questions about video surveillance technology and help guide prospective customers in the process of video security system design, project quotes and the security camera installation process.
We hope you found this article to be helpful in understanding how we approach a new security system installation or call to expand or upgrade an existing system.
We have several articles that cover video security system technology in more detail, including:
Digital vs. Optical Zoom for Security Cameras
Is There A Difference Between CCTV and IP Video Security Systems?
View and Download the slide presentation here:
Contact Vulcan Security Systems today for a free initial consultation. Our service area extends through north and central Alabama (and across Alabama for larger clients and installation projects).
