How to Enhance Value Proposition and RMR Potential With Managed Service Providers

Puzzled by the networking know-how needed to deliver a ‘complete’ security solution these days? MSPs may fill your missing cyber piece.

by Erin Harrington

Cybersecurity and all the challenges that come with it, looms large over the physical electronic security industry.

A different kind of expertise is now needed from security integrators, notes Bill Bozeman, president and CEO of PSA Security Network, who likens today’s cyber influence somewhat to when things went from analog to digital and integrators had to either develop their own new skillset or forge partnerships to meet end users’ needs.

“Our traditional community of integrators are comfortable with due diligence on traditional security products and the vast majority are very IT savvy and so good at what they do,” says Bozeman, whose organization has included cybersecurity annually as a highlight of its TEC event education agenda.

“But many integrators are going to struggle with cybersecurity. It’s not simply deploying a device on a network anymore, and it’s no longer the kind of system they’re so adept at deploying.”

So what is a traditional physical security dealer/integrator to do? “Get savvy,” says Bozeman, who urges integrators to build a general knowledge base of IT services and other cybersecurity offerings to begin rethinking their firm’s business value to existing and prospective customers.

But the nature of today’s risks is constantly evolving, making managing cybersecurity an even tougher task for security integrators getting involved in it. Consequently, we’re seeing a sharp increase in demand for IT managed service providers (MSPs), whose expertise more integrators are turning to in order to deliver comprehensive security solutions to end users.

Read on to learn more about what MSPs can do for you, as well as tap into some handy resources to help improve your own cyber education.

Cyber Awareness, IoT Create Challenges

Headquartered in Austin, Texas, SolarWinds is a value-driven provider of products and tools that solve a broad range of IT management challenges related to networks, servers, applications, storage, virtualization, Cloud, or development operations.

Ian Trump, SolarWinds’ global cybersecurity strategist, notes that demand for MSPs is driven by a few factors, including the threat of data breach and extensive coverage of those breaches, ransomware attacks and cyber fraud coverage in the media, as well as the desire of MSPs themselves to expand services into security and compliance offerings.

“There are many crossover opportunities, from building management systems [BMS] integration, security systems and voice over IP PBX deployments,” Trump says. “This is firmly in the territory of Internet of Things [IoT], and physical security integrators are in desperate need of solid networking skills, which MSPs have. There is a growing awareness of the challenges of moving IoT into business and it requires an advanced security skillset. Firewall rules, networking VLAN or net-mask segmentation are all required to integrate IoT devices as safely as possible.”

To help integrators deliver complete security solutions, MSPs need to do two vital things, according to Trump: build for capacity — not just for current needs, but for future needs; and provide documentation, especially network diagrams.

“It’s super helpful if the security integrator can meet with the MSP first, so any differences in opinion can be hashed out,” he says. “I think the capacity issue is an important consideration — security DVRs, cameras and software will hammer a network if it’s not properly implemented, and a key fob access system which is not protected by a UPS could be problematic during a power outage. MSPs need to be thinking about these challenges and anticipating what their clients may want in the short and longer term.”

It’s taken a while for cyber and physical security to come together under the same umbrella, but many integrators are indeed adding on or acquiring cyber management knowledge, according to Steven Grossman, vice president of strategy and enablement for Bay Dynamics.

The San Francisco-based company provides an enterprise software platform that calculates the value at risk associated with specific threats and vulnerabilities, and measures how much risk can be mitigated by applying certain actions.

“Cyber is a key aspect of physical security technology, and protecting physical security technology and infrastructure has been critical for a long time. Now MSPs and integrators are pulling it together to offer one-stop shopping,” he says. “The MSP angle is a great way to promote that consolidation.”

It’s also a potential angle for providing security integrators an additional revenue source, Grossman suggests. As Grossman points out, in the past integrators would perform the install and say, “Thank you very much. Let me know if you have any problems.”

With the added dimension of cybersecurity, it becomes an ongoing operational relationship vs. an installer relationship.

“Tacking on the services of an MSP to monitor for events and proactively identify vulnerabilities — and provide the remedy and response for integrators — is also giving them an additional revenue source and more comprehensive offering,” he says. “This becomes a subscription, so to speak.”

Along with additional RMR potential, partnering with MSPs also strengthens a security integrator’s capabilities while allowing them to focus on their core competencies — and perhaps stay cost efficient from a personnel standpoint as they give their solutions portfolio an instant boost.

“MSPs are specialists in the maintenance of the various networks in use in the business environment and they save the company the cost of an IT department. It’d be advantageous for an integrator to work with an MSP as a business partner to provide their expertise on things like network organization and cybersecurity protection protocols,” says Joe Holland, vice president of engineering for LifeSafety Power, a Mundelein, Ill.-based provider of power supplies for intelligent networking devices.

“Even though integrators are certainly very capable in their own areas, an MSP can add that cybersecurity capability component immediately to the pedigree of an integrator.” Chris Salazar-Mangrum, senior IT project manager for PSA Security Network, echoes that MSPs can enhance integrators’ value to customers by expanding the solutions portfolio and simplifying the cyber world.

Leveraging MSPs can address needs such as data backup, disaster recovery, device encryption, vulnerability assessments, network monitoring, cyber policy creation and enforcement, to name a few, he says. (See sidebar for more on PSA’s resources.)

The coming together of traditional physical security integrators and IT MSPs also marks a merger of asset management and risk management savvy appreciated by end users.

“What keeps them up at night is having an event that lands them on the front page,” Bay Dynamics’ Grossman points out. “I think we’re seeing a transition from tactical defense, in-depth implementations to a risk management mode of operation.”

In this regard, he contends that the physical side is ahead of the cyber side, as they’ve known all along the critical parts of their buildings and infrastructures, including where people and access systems are based, and have been taking a risk-based approach for a long time.

“But the cyber guys, because of the nature of cyber, have been running with their hair on fire up and down the hallways trying to patch all your vulnerabilities across all your machines, learn what and where your assets are and what’s most important, which is difficult in the IT world,” Grossman says.

“Even the most sophisticated companies are challenged when it comes to asset management, as it means they’re now managing your threats, compromised accounts, third-party access — pretty much the same things the physical security guys have been tasked with. All those things are getting greater attention on the cyber side these days within the frame-work of risk management,” he adds.

How to Adopt the MSP Approach

Security integrator A3 Communications, headquartered in Columbia, S.C., recognized the value of that convergence a decade ago, when security became more IP based.

“We’re a true systems integrator and we not only provide IT managed services but also network infrastructure and virtualization services,” says Brian Thomas, president.

“Coming from a foundation of networking, we were early adopters and we’ve taken that knowledge and leveraged it on security side which has given us an advantage. Our belief was that if we own the network, we should own everything attached to the network.”

To that end, A3 has a managed IT services practices division, a fully manned help desk, and provides remote management and monitoring of customer’s devices, servers, phones … anything IT based.

Thomas is finding that instead of end users’ facility directors his company is usually dealing with IT directors nowadays.

“A lot of this stuff can be Cloud-based and not a big investment on the front end to add cyber. It’s a value-add for an integrator, and if they pass that off to an MSP they lose that revenue,” he says.

For integrators, becoming familiar with all the possibilities to provide an end user is particularly pertinent given that MSPs have multiple levels of offerings from help desk support to managing your IT infrastructure and network purchases, Cloud-management, vulnerability scans, and more.

“Look for references and example documentation from the MSP,” says SolarWinds’ Trump. “As a security integrator, you need to know the various products features and requirements, you need to know what the best practices are. The MSP and integrator meetings have to present a united and professional front to the customer.”

PSA’s Salazar-Mangrum also cautions that a strong leadership team is a must to have your back.

“If you cannot trust the MSP’s leadership team and vision, move on to the next. Do your due diligence and don’t rush it,” he says.

“Create a smart sourcing plan, hire a 1099 sourcing professional if needed, understand your business needs and decide if you want your MSP to help with only your IT needs or your end-user needs, as well.” As Trump says, “The IoT market has greater market potential than security for both integrators and MSPs. They must work together to ensure the customer is safe from cyber threats — this makes the Internet better for everyone.”

Read the original article at

The Integrator’s Role in Active Shooter Protection

by Paul Rothman

It was a normal day at Ft. Lauderdale’s Hollywood International Airport until the shots rang out. Pandemonium ensued. A man was firing a Walther PPS 9mm semi-automatic pistol at travelers in the baggage claim area. The terror lasted a little more than a minute, and then it was over. The shooter was out of ammunition. He laid on the ground and waited to be arrested; meanwhile 11 innocent people also lay on the ground – injured or killed by the bullets.

To say this is the worst-case scenario for your security clients is an understatement. This is the nightmare. And while some facilities are inherently safer than others, the active shooter scenario is indiscriminate – it can touch any facility or vertical market, whether a hardened courthouse, an open house of worship, or a school, corporate campus or airport.

“It used to be workplace violence and internal theft were the top two threat profiles,” says Carey Boethel, president and CEO of Securadyne Systems. “Today, an active shooter scenario is what keeps people up at night, and being able to prevent that is extremely difficult, if not impossible.”

It is not enough in 2017 to simply sell, install and maintain security systems. Today’s security integrators must embrace the trusted partner mindset when it comes to the active shooter – and many forward-looking firms have done just that, in the form of training and technology. While this article focuses on just three of hopefully many integrators who are taking an active role in mitigation of this threat for their customers, the question remains: How much is your firm doing?

Active shooter events have increased in frequency every year since 2000, according to FBI data. Prevention of active shooter incidents in a free society is, in most respects, unattainable; however, security integrators certainly have an evolving and expanding role in active shooter response and mitigation – and an inherent responsibility to make sure their security director clients and personnel are ready to deal with the nightmare scenario.

The Technology Angle

Unfortunately for all of us, active shooters are extremely difficult to prevent; in fact, those discussions are probably better left to politicians, mental health experts and other pundits. For the security integration firm and its customers, the focus is on response and mitigation.

The first prong of that strategy is technology. As is customary for security integrators, recommending, installing and maintaining access control, video and communications systems is paramount.

“The most popular technologies are for communication,” explains Scott Lord, Director of Innovation and National Accounts for Kansas City-based All Systems. “As end-users integrate active shooter processes into their emergency response plan, the one vital need that is quickly apparent is the ability to clearly and quickly provide information to the building occupants. Overhead paging, intercom and emergency communication systems are hot technologies today.”

Adds Shawn Reilly of Atlanta-based Tech Systems: “When you are talking about an active shooter, the better integrated a security systems is – and knowing where all alarm points and video cameras are – the better security forces in the control center are able to do immediate security assessments, track the shooter, and help direct first responders. It is about being able to communicate the location of the threat and then responding effectively to that threat.”

While communications is all about the response aspect, new technology developments are greatly aiding in the actual detection of active shooter events. “Our role in active shooter response has changed recently,” says Josh Baker, a security consultant with The Protection Bureau. “From a physical security standpoint, we have primarily been concerned with things like how an access control system or video system should automatically respond or how a security operations center should respond to an incident. What we have seen recently are some new product developments to really help start that process.”

Baker is referring to indoor gunshot detection technologies, and says they are having the greatest impact on the integrator’s role in active shooter response. Up until now, Baker explains, if a lockdown procedure needed to be initiated because of an active shooter, end-users had to be reliant on somebody noticing that something is happening, and then notifying the security department – either via a panic button or other means – which then initiated a lockdown. “These new devices are enabling that to all be done automatically,” Baker explains.

Indoor gunshot detection systems – a relatively new technology on the security scene offered by a small group of vendors – are a natural evolution of more established outdoor systems that were marketed primarily to cities and large corporate/university campus environments. “We have been working with a product that uses two-factor authentication – audio and visual – to look for both the acoustic signature of the gunshot and the IR flash that is associated with it,” Baker says.

The devices are about the size of a standard horn strobe with the audio and visual detectors built in. They sit on the network and are integrated with an access control system. When a gunshot is detected, the devices can initiate an automatic lockdown event that may include audio/visual notification (horns and strobes), automatic closing/locking of doors, changing of security clearance levels and more.

“In a similar way to initiating devices on a fire system, it allows these policies and procedures to be implemented automatically from a technology standpoint,” Baker explains.
The detection devices can be installed throughout a facility. The devices pick up the shots as the shooter moves, and give up-to-the-second locations of where those shots have been fired to a command center. This can also be supplemented with video camera coverage.

“Tracking is of high importance,” Baker explains, “so when law enforcement responds, the local security teams can give as much information as possible as to where that threat is.”

Embracing new technology to solve a problem is a tried-and-true concept for security integrators, and as such, they know that customer education becomes one of the most important aspects. Baker says The Protection Bureau takes an active role in educating customers about new technology developments both through face-to-face meetings and live demonstrations.

“We have live-fire testing events at our facilities, where we will bring in clients and local law enforcement to demonstrate the technology and show them how it works, how the devices function, and how they can tie it into an existing access control system,” Baker says.

End-User Training

As Baker illustrates with the live demo events, an integrator’s continuing quest to become the trusted security advisor for any end-user tends to go far beyond simple technology deployment. While it may be less common, providing hands-on training to end-users is emerging as an integral piece when it comes to the integrator’s role in active shooter response and mitigation.

“I have not seen many integrators who conduct actual active shooter response scenarios or trainings,” says All Systems’ Lord. “This was a growing problem for our organization – school districts wanted to enhance their security, but did not have solid processes in place for an active shooter scenario.”

In 2014, Lord discovered the ALICE (Alert Lockdown Inform Counter Evade) active shooter process – a comprehensive training program on how to institute a process for active shooter events. “I became certified as an ALICE trainer, and we have been sponsoring certification classes in our area,” Lord says. “We usually do two to three classes per year, in which we invite school district and law enforcement personnel to attend.”

“It is important to work with local law enforcement and consulting agencies to understand how customers are most likely to implement a response to an active shooter scenario,” Baker adds, “because although security, quick notification and lockdown is vitally important, it is just as important for that customer to do testing and to make sure that security departments and employees understand how they should react in a given situation.”

Tech Systems has taken this a few steps further. Reilly has a veritable alphabet soup after his name. In addition to the ASIS CPP and PSP certifications, he is a Certified Healthcare Protection Administrator (CHPA) and is certified in Crime Prevention Through Environmental Design (CPTED). He joined the company in 2013 after being Chief of Police and Director of Security for the Greenville (S.C.) Health System. As Chief of Police, he led a 16-man police force that provided law enforcement services to the University Medical Center. As security director, he was responsible for a 130-man security force which was deployed to all campuses.

“We used a state law to establish the health system as a police jurisdiction,” Reilly recalls. “I remember explaining it to our CEO, and he asked why I couldn’t be the Chief of Police. I told him I’d have to go through the police academy – he said, ‘so what?’ So I did, and I got a lot of training in risk assessment for active shooter scenarios.”
When he joined Tech Systems, the company thought it would be a great value-add if Reilly could give active shooter training to clients. “That was four years ago,” Reilly says. “Since then, the company has been all about helping me continue to get trained on the other aspects.”

After completing FEMA and ALICE training, Reilly now travels around the country doing risk assessments, active shooter training and training program development for Tech Systems clients as part of the company’s service and maintenance agreements. “We’re a partner with our client,” Reilly says. “It is just so much broader than installing cameras and access control. They hired me and many other former security directors because they bring to the fight a lot of the experiences that you’ve never had if you are just an integrator installing cameras.”

A common misconception is that security directors and end-user organizations have a tight handle on law enforcement-type training and risk mitigation. “There are companies who have opted to have their facilities or engineering person also wear the security director’s hat – a lot of our data center clients have people like that,” Reilly explains.
But even for clients who have a security director with years of law enforcement experience and the qualifications to conduct the training themselves, the sessions are invaluable. “He will look at me and say, ‘I just don’t have time to do this,’” Reilly says. “It is not always a question of knowledge or qualifications – if the client has someone else (conduct active shooter training), they have more time to do other things.”

Inside an Active Shooter Training Scenario

What does Lord or Reilly’s average training session for look like? It starts, of course, with the attendees. Reilly is typically instructing employees of a facility, although he says there are times when a client separates the managers/supervisors, who then communicate the training lessons to the rest of the employees.

Reilly says he takes little pieces of all the different training programs and strategies he has learned over the years and incorporates them into a single program. Inevitably, much of the individual employee training focuses on the common, “run/hide/fight” scenario. He says that the first and best option is to run if possible; fight if you have to; and hide as a last resort.

It may look like this: “I have someone who is experienced handling a firearm to come into a room with a NERF gun, and everyone is hiding under their desk, and he just methodically shoots everyone,” Reilly explains. “Then, I send the ‘shooter’ back out of the room and this time I give everyone under the desks foam balls and I tell them to throw them at him. When the people throw their balls, the shooter is flinching and he is much less accurate. Now if you are into it, you are scared – it is amazing how real it seems.”

That’s just the individual training. Reilly also sits down with management to create a true response plan. “If you have an active shooter in the building, that’s not the time to say, ‘we’ve got to go get a plan put together,’” he says.

He trains them and helps put an active shooter response plan in place that involves multiple stakeholders, including HR, security, operations and management. Then, he facilitates a table-top exercise that includes law enforcement, where the plan is examined step-by-step. “Once they are happy with that, then it is time to actually do a live exercise,” Reilly says, which includes a simulated active shooter, law enforcement response, and the employees are asked to practice what they have been trained to do.

Resources for Integrators

It is a granted that not every integrator has a former police chief and security director on hand to conduct training, but there are plenty of resources to utilize to become better informed about the nightmare scenario and how to respond to and mitigate it.

Whether an integrator plans to offer training or not, being more informed on the topic will obviously help in communicating the vision of a complete active shooter response and mitigation plan/recommendation for a client.

In addition to the ALICE program (, be sure to consult law enforcement organizations such as FEMA, DHS and the FBI. ASIS International also offers web-based training.

Lord says integrators may also want to investigate Strategos International (, which specializes in active shooter training and response.
Lord also recommends the Partner Alliance for Safer Schools (PASS) School Security Guidelines (, which assist in creating the “team” needed to implement processes and technology into a cohesive and effective deterrent for active threats. PASS works in conjunction with Safe and Sound Schools ( – an organization started by one of the mothers who lost her child in the Sandy Hook tragedy – that provides simple, effective methods to schools for active shooter scenarios.

“There are always people at my trainings who say, ‘that will never happen here,’” Reilly concludes. “I tell them: This is a low-probability, high-consequence event – the chances of someone actually being involved in an active shooter event are very low, but if you are, the consequences are devastating.”

Read the original article at Security InfoWatch.

Getting the Most out of Services

Just about all security dealers now offer interactive services. Are you doing everything you could be to maximize their value for your customers and your business?

by Joan Engebretson

The security business hasn’t been the same since interactive services came along. Many customers find great value in being able to interact with their systems using their smartphones or a browser interface. As a result, security dealers not only have seen increased recurring monthly revenue (RMR); they’ve also found that customers who use interactive systems see value in those systems and are less likely to churn.

SDM spoke recently with representatives from several security dealers that have had significant success with interactive services to get their advice on how to maximize opportunities in this area.

Selling Interactive Services

Anderson, S.C.-based Blue Ridge Security Solutions sells what Dustin Reeves, sales and marketing manager for the company, calls “remote arming” capability to about 80 percent of new customers, yielding at least five dollars more a month in RMR, Reeves notes. Customers choosing remote arming also get some other capabilities, such as the ability to establish a geo-fence around their home that automatically alerts users if they forgot to arm their system.

“The conversation often starts about smartphone control,” Reeves observes. If not, salespeople ask customers if, for example, they were ever away from home and realized they forgot to arm their system, thereby setting the stage for a discussion of interactive services.

Corey Spano, senior security consultant for Baton Rouge, La.-based Custom Security Systems Inc., also notes that customers often bring up smartphone control early on in a sales call. “People ask if we have an app even though they may not know what it can do,” Spano comments.

If the customer doesn’t bring up interactive services, the salesperson first asks about the customer’s overall needs, and then brings up interactive services as an added feature, he explains.

A smartphone or mobile device is a key part of how salespeople demonstrate security system capabilities.

“We used to show customers a keypad; now we show you a phone,” comments J. Matthew Ladd, president of The Protection Bureau, Exton, Pa.

In demonstrating the interactive services of a security system, Spano says he always takes care to mention the ability of the system to automatically send a text message when, for example, a child arrives home from school. This capability keeps the system in constant use, Spano notes. And those who use their systems most frequently are least likely to churn.

Text messaging also enables customers who have basic cellphones rather than smartphones to use interactive capabilities, Reeves observes. While the majority of homeowners have smartphones, almost everyone has some type of cellphone. Tapping into text capability can expand the base of potential customers to whom dealers can offer interactive services.

Some dealers don’t charge a monthly fee for text-only capabilities because those capabilities may not require the services of a cloud provider. Nevertheless, it may be a good idea to set up customers for text capabilities to enhance their satisfaction with the system.

Another useful tip comes from Glenn Mertens, president of Jefferson City, Mo.-based Smart Solutions Inc. The demonstration that Smart Solutions does for potential customers includes a discussion of a smartphone app capability that enables end users to cancel alarm signals that they receive. As part of the discussion, salespeople explain how that capability can reduce false dispatches, which may entail fines in some towns and cities.

Beyond Basic Services

As for interactive services pricing, most dealers we spoke with use a tiered approach, charging $5 to $10 for basic interactivity such as remote arming and disarming and an additional $5 to $20 for smart home capabilities such as the ability to control lights, door locks, thermostats and video. Rather than sell interactive services as an add-on, some dealers bundle it in to the system price.

While many customers may sign on for basic interactive services such as remote arming and disarming, the percentage that will pay extra for smart home and/or video control is considerably smaller, dealers say. For example, about 30 percent of Blue Ridge customers purchase home automation, Reeves says. He adds, though, that the percentage is “rising dramatically.”

Blue Ridge salespeople refer to interactive capabilities as “lifestyle services,” Reeves explains. Salespeople use their own apps to demonstrate various capabilities such as the ability to control garage doors or thermostats by interacting with demo systems at the company headquarters.

Even though the majority of customers may not want home control capability, most dealers that were interviewed recommend at least mentioning those capabilities to potential customers.

“Make sure they realize you can do it,” Spano advises. Customers’ needs may change in the future and it’s important for them to know that a dealer can support those needs, he says.

Don’t overlook activity sensors when explaining interactive service options, adds Robert McDonald, general manager of Jessup, Md.-based Vintage Security. Contacts on liquor cabinets that alert homeowners when the cabinets are opened appeal to many customers, McDonald notes. He estimates that Vintage salespeople sell activity sensors for one out of every four or five jobs.

Video on the Rise

Tampa, Fla.-based SafeGuard America approaches interactive services marketing a bit differently from some other dealers, observes John Keith, vice president for the company.

“The video market has opened doors for us in businesses and residences,” Keith explains.

One of the reasons video traditionally has been a hard sell is that customers typically want recorded video and traditionally that was expensive and complicated. Keith notes, though, that SafeGuard now uses a camera that has a $10 SD-card built into it and end users can access video recorded on that card using a smartphone app.

SafeGuard cameras also offer end users two-way voice capability, enabling the cameras to do double duty as a videoconferencing system, in addition to providing surveillance. Capabilities such as these have proven to be so popular that in addition to offering packages with security and video, SafeGuard also offers stand-alone video systems with up to four cameras with interactive capability for $20 a month.

Most purchasers opt for two cameras — one indoors and one outdoors, Keith says.

Operational Issues

Once a customer has made the decision to purchase a security or video system with interactive capability, what advice do dealers have for getting the customer set up to interact with the system?

“I try to get them to download the app while I’m with them,” Spano comments. “It’s surprising how many people don’t know how to download an app.”

Spano says he tells customers, “Here’s the app. Let’s get it put on. When our guys get there, you’ll be ready to go.” Typically, the app downloads while Spano and the customer are completing paperwork.

Some other dealers say installers are the ones who help customers download the app. But regardless of who downloads the app, sources say installers take time to review how the app works with the customer. Installers also help the 10 percent of customers who want more sophisticated capabilities such as smart home scenes, notes Jason Cloudt, vice president of sales and marketing for Omaha-based Security Equipment Inc.

After systems are put in, dealers should be prepared to receive more service calls from customers who use interactive services, in comparison with customers who do not use those services. Several dealers note that customers tend to call when they get a new smartphone to ask how to put the app on. And customers with video systems may call when they change their Wi-Fi password because the camera no longer works correctly, Keith observes.

Reeves notes that dealers also may get calls from customers who believe their systems are not responding correctly to smartphone commands when the real problem is poor cellular coverage — an issue that those answering service calls should be prepared to discern by asking the right questions.

Security Equipment has a remote services team to answer calls about interactive services, Cloudt says. The company offers hosted access control and the team initially was established to answer calls about those services. Later, it was a natural fit to have that team also handle calls about interactive security systems, Cloudt explains.

“It was really us being able to provide the best service possible in the products we provide,” he comments.

With virtually all security dealers offering interactive security services today, gaining a competitive advantage can be critical. And in the interactive services market, gaining that edge may be a matter of focusing on best practices — from the sales call to installation to ongoing service.

Read the original article at SDM Magazine.