Integrators meeting customers' needs

Jun 1, 1999 12:00 PM, TINA D'AVERSA-WILLIAMS

The best way to meet the needs of security end-users today is to offer open systems. Systems must be flexible, customizable and compatible with enterprise networks. "A manufacturer has to think outside the box and offer value-added services," says Mark Peterson, vice president of PSA Advanced Technology Group, Denver.

The PSA Advanced Technology Group was formed to provide systems integration across multiple geographic locations through an alternative to traditional national account programs. The strategy is to leverage PSA's global network of independent integrators and manufacturers, making their assets available to customers worldwide through a single point of contact. To meet the goal, the PSA Advanced Technology Group coordinates strategic account management, ensuring products, pricing and services are delivered consistently.PSA has more than 200 manufacturers available to member integrators. Manufacturers that experience exceptional success within PSA offer more that just a product or technology; they work to develop a partnership toward mutual success, according to Roger Speyer, president of PSA Advanced Technology Group. "These vendors develop and implement value-added programs that enhance the members' ability to improve the service they provide to our customers," Speyer says. These programs include expanded sales and technical training, preferred pricing structures, cooperative marketing efforts and improved customer service, according to Speyer."PSA Advanced Technology Group specializes in customers with security needs throughout multiple geographic locations," says Speyer. "We are knowledgeable of the unique problems associated with consistent implementation of systems or services. The Advanced Technology Group works for the customer to monitor and manage the process. The first step is to understand the customer's business.

In this way we can identify the challenges it offers - environment, culture, processes. We then develop and monitor a program tailored to the customer's manner of doing business. "Offering systems integration services

Some of the services PSA provides are:- Consulting and advising. PSA is not an alarm business that dabbles in systems integration. Systems integration is the primary business. Experience and knowledge allow PSA to help customers identify and address their security needs and assist in developing standards to implement throughout their organization to resolve security-related issues.- Equipment selection. PSA's product line allows selection of the product(s) that best meet the needs of a customer rather than force-fitting a product into an application.- Global presence. With system integration offices worldwide, PSA is able to offer one-stop-shopping for customers' security needs. The locations are fully staffed system integration offices, locally owned and operated. PSA Advanced Technology Group provides integrated solutions that include system design and systems integration, which Peterson says involves more than the traditional definition of different systems that operate together.

"Systems integration also includes interfacing the technology solution with the customer's organization," says Peterson. "How the system is to be used, who in the organization is going to operate it and other customer-specific issues must be addressed. From a technology standpoint, PSA works with vendors that provide plug-and-play integration of different systems. Unless absolutely necessary, PSA does not recommend custom integration. Rather, we feel it is in the customer's best interest to stick with off-the-shelf solutions that ensure serviceability in the future. "Speyer comments, "PSA members must meet strict qualifications for Advanced Technology Group certification. System integrators must possess expertise across a spectrum of disciplines. In addition to a thorough knowledge of the products they install and service, they must also be proficient in customer service, project management, computer networks and database management.

The integrators that succeed in the future will be those that keep their finger on the pulse of changing technologies and products. They must also implement proactive training programs to maintain their technical competence.

"In answering the customer's needs, system testing is critical. PSA offers products that are proven in the industry, according to Speyer. "PSA facilitates software and hardware testing prior to implementation in a customer's facility through a predefined testing procedure that is driven by the system design criteria developed with the customer. This ensures the system delivered meets customer expectations," says Speyer.

PSA Advanced Technology Group targets customers that have multiple locations regionally, nationally or globally, and a desire to standardize their security operations through a partnership with an integrator with global presence. "Our customers understand the value of working with a single-source provider. These customers can be anything from small retail outlets with relatively simple system needs up to large multi-national manufacturing companies with complex system integration requirements. What each have in common is the need to establish a long-term relationship with an integrator that offers a single point of contact to provide the product and services that their organization needs, no matter where they are located.

"Offering analysis and commentary on the security industry at large, our goal is to keep readers informed of the market growth and forward move-ment within the industry. The column is written by Access Control & Security Systems Integration publisher Tina D'Aversa-Williams, whose background includes work in market research and analysis.

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© 2012 Penton Media Inc.

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