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AT&T rolls out mPERS unit

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Wednesday, December 11, 2013

AT&T has officially launched its mobile PERS unit, called the EverThere, a small wearable unit manufactured by Numera Libris. The device automatically detects falls, has two-way emergency calling, and will deliver both enterprise and direct-to-consumer solutions.

Chris Penrose, SVP, AT&T, emerging devices, shed some light on AT&T's plans for channeling the product to market. “In terms of end-users, unlike traditional PERS, which target individuals in their 80s, this mobile solution would offer true independence and freedom for the healthy aging population as well as those living with chronic conditions.”

For me, AT&T’s announcement has a touch of synchronicity.  For something of a niche offering, mPERS has come up quite a bit over the past two weeks, the topic surfacing in conversations with Josh Garner, CEO of AvantGuard Monitoring, and Kristin Hebert, dealer relations at Acadian Monitoring Services, who both said their companies have made strides with the fledgling offering. Though traditional units still comprise about 90 percent of their PERS account bases, the gains do represent some modest traction for a market that was essentially a non-starter some three or four years ago.

Unlike the market for traditional PERS, which consensus says is poised to explode, mPERS tends to have a few more skeptics. A common critique I hear about mPERS is that if you’re pitching the product to a healthy, ambulatory, active senior demographic, that very same demographic, by virtue of being healthy, ambulatory and active, will see no reason to pay for the unit. Another position I encounter is that cell phones, in all their ubiquity, have all but usurped the value of mPERS units.

This second point is worthy of consideration, but as AT&T’s device illustrates, the automated response provided by certain mPERS units or even professionally monitored mobile apps offers some differentiation.

As always, time will tell whether mPERS adoption will be buoyed along with traditional PERS, as the latter makes its projected rise in the market. As these markets become more valuable, I’ll be interested to see how some of the central stations fare as competition proliferates, both in the industry and outside of it.

AvantGuard adds new facility in Idaho

A year of rapid growth concludes with the company opening its third central station
 - 
12/11/2013

REXBURG, Idaho—After growing its account base by 26 percent in 2013, AvantGuard Monitoring, based in Ogden, Utah, has opened a third facility in this farming community of 25,000 that sits in the shadow of the Teton Range.

SecurTek taps new CEO

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Wednesday, November 6, 2013

Some hiring news surfaced this week from north of the border. Yorkton, Saskatchewan-based SecurTek, which has three central stations in Canada and commercial and residential accounts in several provinces, hired Darrell Jones to be its new president and CEO, the company announced in a news release.

Jones comes to the SecurTek, a subsidiary of SaskTel, a Canadian telecom company, from outside the industry. He worked previously at the Manitoba Housing and Renewal Corporation, and his background also includes active involvement as a board member with the Real Estate Institute of Manitoba.

He’ll now be at the helm of a company with a dealer network of 150 partners, in retail, wholesale monitoring and security servicing. In addition to its commercial and residential security offerings, SecurTek provides video and medical monitoring.

“Darrell has established strong and positive working relationships with the non-profit sector, stakeholder organizations, and the private sector in his role with the Manitoba Housing and Renewal Corporation,” Ron Styles, SaskTel President and CEO, said in a news release. “Darrell will be a strong addition to the SecurTek team and I’m confident under his leadership SecurTek will continue to grow and thrive.”

In the coming week I hope to speak with Jones about the transition to the security industry, and to explore how his background in real estate could be a boon to someone hoping to expand the company’s residential and commercial account bases.

Habitec revamps central, moves HQ, implements mobile initiatives

App-based services easier to offer with new resources and upgraded infrastructure
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10/30/2013

HOLLAND, Ohio—Additional space is only one of the benefits of Habitec Security’s move, last week, into its new headquarters here.

Off to Maryland: Dynamark Convention 2013

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Tuesday, October 1, 2013

The bite of chilly weather hasn't yet snapped southern Maine, but that doesn't mean I don't welcome the opportunity to go 500 miles south for 48 hours, where stronger vestiges of summer remain. Tomorrow morning I'm off to Maryland with Tim Purpura, SSN's publisher, to attend the Dynamark Convention 2013 in Hagerstown, Md.

The event kicks off in earnest with a vendor show tomorrow evening, which will showcase products from a slew of manufacturers, with an emphasis on new and emerging technology trends. Day two opens with a joint presentation by Dynamark founder Wayne Alter and Wade Moose, owner of The Systems Depot, followed by workshops tailored to dealers, technicians, installers and sales personnel.

My Hagerstown stay will conclude with my inaugural central station tour of Dynamark’s facility, which opened in 2011. I eagerly await this phase of the trip, not only because it’s my personal debut in a central station, but because the descriptions I’ve heard of Dynamark’s facility tend to be peppered with superlatives.

I plan to be active on Twitter during the vendor show and workshop sessions (https://twitter.com/SSN_Leif), and I’ll also be updating my blog over the course of the next two days as events unfold, distilling the sights and sounds and key takeaways from the speakers.

For those attending, I look forward to meeting you there.

IP forwarding services seeing greater demand

As IP panels proliferate, central stations are finding more reasons to have their own IP addresses—and to resell individual IP addresses to their dealer base
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08/27/2013

YARMOUTH, Maine—As the IP revolution continues to reshape the alarm industry, those in the monitoring space are finding some non-traditional ways to boost RMR and improve operations in an increasingly IP-centric world.

Credit scores and attrition: Correlation?

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Monday, July 15, 2013

The quest to reduce the dreaded attrition rate remains a high priority for anyone in the monitoring space, and companies continue to explore new ways to predict and prevent cancellations. Companies don’t just track attrition rates; they look for clues, like usage patterns, that could yield information about whether certain customers may be more prone to stay or go. 

While usage patterns remain a valuable tool for evaluating customers and forming effective business strategies (conventional wisdom says upsell to active users, and reduce prices to the less engaged), it’s not the only predictor companies use. There is also a significant correlation between credit scores, or Beacon scores, and attrition rates, according to Michael Barnes, a partner in the consulting and advisory firm Barnes Associates, who in a response on the CSAA’s Accent forum, said his firm reviewed data on over 2 million accounts. Here’s a bit of what he had to say:

“Generally speaking, the correlation changes over four ranges of scoring. Below 600, the statistical experience is very bad. That is, the accounts have a very high cancellation rate. Between 600 and 650 the results improve dramatically, with a general inflection point around 620+/-, which is why so many dealer programs (and, in some cases credit facilities) have restrictions around this area of scoring.”

Barnes added that scores above 700, in terms of attrition and retention, tend to behave the same as scores around 800. Scores in the ballpark of 650 tend to have poor cumulative performance, with the rates of cancellation almost twice as high over the first four years, Barnes notes. Unsurprisingly, rates of “infant mortality’—cancellations within the first year of existence—were exceedingly high among those with sub-650 Beacon scores, according to Barnes’ data.

While the data sample is large enough to provide a thorough understanding of the relationship between credit scores and attrition, Barnes points out that some qualifications are needed, since a slew of factors can create exceptions. Some of these key variables include installation fees, services provided, pricing and payment method, and even geographic location.

The above graph, made for SSN in 2009 by the Edmonds Group, also charts the correlation between attrition rates and Beacon credit scores. 

NationWide Digital opens N.C. sales branch

The new office will meet the needs of the company’s dealer program, which has a strong presence in the region
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07/02/2013

HOLLY SPRINGS, N.C.—NationWide Digital Monitoring Co., a Freeport, N.Y.-based central station monitoring service, just extended its reach in the Southeast with the opening of a regional sales office here.

CPI continues on road less traveled

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07/01/2013

CHARLOTTE, N.C.—Like many monitoring companies, CPI Security Systems chalks up some of its recent success to the boon of technological advances, from smartphone apps to home automation capabilities.

AT&T earns CSAA Five Diamond certification

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06/26/2013

DALLAS—AT&T, which launched its Digital Life home security/home automation platform in April, has received Five Diamond certification from the Central Station Alarm Association, the company announced this week.

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