PraxedoOur blog Security System Maintenance: Protecting People, Businesses, and Assets
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Security System Maintenance: Protecting People, Businesses, and Assets

Tania Piunno
October 21, 2021

The COVID-19 era has presented con-artists with new opportunities to commit acts of fraud. From phony telephone calls asking for monetary payments to a rise in theft and criminal behaviour, playing on people’s vulnerabilities has scammers taking advantage of every moment of the crisis. According to Visa Canada, phishing attempts have become more sophisticated since the beginning of 2020 and approximately a quarter of small to medium sized businesses have experienced attacks against them.

Rise in security system adoption

Security systems such as alarms, surveillance cameras, fire detectors, access control devices, intelligent locks, among others, are not only protecting homes and businesses from intrusions, but also an increase in fraud risk and misconduct. Over the past year, businesses across North America have had to re-evaluate their security practices and determine how to ramp up on safeguarding their people and assets in an uncertain economic situation.
Ensuring critical security systems like these run better and longer, is of utmost importance. Anti-intrusion devices need to function properly at all times. Video surveillance must capture every move 24 hours a day, 7 days a week, with no downtime. The best way to prolong the efficiency of these assets is through a systematic maintenance strategy.

Increase in service requests

Hospitals, schools, banks, and governmental institutions for example, can’t afford to have their security systems fail. This has led to a dramatic increase in service and maintenance requests. Solutions that help secure their facilities need to be monitored through periodic checks, to avoid any downtime before it actually happens. Field service technicians are being sent to inspect elements and replace parts to avoid any security interruption that might occur.

Why service professionals in the security industry need field service software

With the wide variety of installation, maintenance and repair requests coming in, service businesses need assistance responding to each of them while delivering superior customer support. In an industry like security, nothing can be left on the back burner. If there is an emergency call, a technician must be onsite straight away to rectify the problem.
Service businesses in electronic security need to streamline maintenance plans for their customers, so no system is overlooked. They also require a unified place to trace and provide proof that a technician was onsite for any given job.

Increasing responsiveness for customer satisfaction

Field service software like Praxedo is addressing this pain point with intuitive features allowing technicians to respond to requests more rapidly. Intelligent work order scheduling tools track and guide them with the most optimal routing directions. Scheduling of mobile teams has never been faster with dispatching capabilities that help achieve the level of service excellence that clients expect in 2021.
The mobile app provides access to up-to-the-minute data and rich job history, so field techs are always well-informed and able to tackle the issue quickly and with more precision. Diagnosing the problem using image capture makes field techs’ jobs easier. Work order history boosts efficiency while onsite and electronic reports that are sent to the customer after service completion leave absolutely no room for error. Praxedo’s cloud-based software enables real-time technician availability, job progress monitoring, and time tracking all in one place.

Being proactive about it

Knowing when a customer is due for maintenance is another way to improve their long-term loyalty. Giving them a head’s up on when their security system needs its next maintenance check lets them know you’re on top of things.
Additionally, sending the customer notifications through email or text messaging adds a personal touch that both puts their minds at ease and shows them you care. An effective (and easy!) way to delight customers is to provide customizable job status updates at critical stages of their journey. Alerts that a technician is nearby or that the service appointment has been validated are facilitated with the help of field service software.

Maintenance should be preventive, not reactive

Security system downtime is greatly reduced with preventive maintenance. Finding the root of the cause by looking ahead and taking corrective actions before a breakdown, is the key to saving on emergency repair costs. Based on real-time data, preventive maintenance helps predict or forecast potential equipment failures before they happen. Field Service Management software lets you implement a solid maintenance plan for each unique customer – whether it be annually or more frequently.

Resolving other challenges for electronic security system technicians

Often, the communication between the field and the back office is disconnected and information between the two is easily lost. Direct access to service history and previous equipment maintenance through a mobile app means no more calls back to the central office to acquire that information.
Coordination and planning can be a real pain without software to streamline the several steps involved in each installation project. Tracking technicians’ hours and planned routes are simplified when all data is synchronized with the customer billing system. Intelgest, a Canadian security company that specializes in intrusion alarms, access control systems and intelligent locks, explains how it has improved productivity by 20% with Praxedo. Intelgest says that the main benefits include how “we are also able to more accurately track our technicians’ time, which allows us to reduce time spent on payroll management”.

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