Three out of four for Monitronics
DALLAS—Monitronics International has won Frost & Sullivan’s North American Company of the Year Award for 2011, making it three out of the past four years that the alarm monitoring firm has earned the honor.Monitronics, which also won the award in 2008 and 2010, was praised for maximizing value to clients by expanding its customer service operations and streamlining internal processes, resulting in record-low attrition for the year.
“Internally, the company incorporated new workflow-based decisioning software that helps guide customer service agents through each call, empowering them to collect more detailed information and provide more accurate assistance,” Dilip Sarangan, research team leader for Frost & Sullivan, said in a prepared statement. “It also simplified customer service using a new ‘smart call’ automated technology that lets customers confirm or change service appointments without an agent.”
Monitronics is one of the largest third-party central stations in the United States, providing alarm system monitoring for more than 700,000 residential, small business, corporate and government customers. Frost & Sullivan said the company added 75,000 customers in 2011 through “concerted efforts” to expand its dealer network.
Bruce Mungiguerra, VP of sales and dealer development for Monitronics, said the Dallas-based company will continue to focus on that aspect of its business as it moves through 2012.
“The biggest part for us, for our company and our dealers, is the way our program is modeled as a 100 percent dealer environment,” he told Security Systems News. “All of our business comes through our dealer network, and we really promote a high level of branding for our dealers to promote themselves and be their own local company.”
Mungiguerra said the Frost & Sullivan award gives Monitronics’ dealers a big boost when it comes to marketing their services.
“Being able to have been recognized as the North American alarm provider of the year now for three years, it really helps give credibility to the dealers,” he said. “They can use those logos and that information on their branding to show what a great central station we are. … At the end of the day, our bread and butter is the ability to provide great monitoring services to retain our customers for a long time.”