A new alarm response

RSPNDR

A new approach to alarm response

In a connected world, monitoring and response services have become increasingly important to many industries, but not all services are the same

The knowledge that someone will react quickly to an alarm adds significant value to both the security systems and professional monitoring services

In industrial applications, remote monitoring coupled with effective response for repairs and predictive maintenance is an essential requirement in any new designs. Everything from large combined harvesters to domestic boilers, are being connected to IP and monitored. In these applications, monitoring centres play an important role, but it’s the quality and effectiveness of the response services that underpins the value proposition and delivers ROI.

There is a lesson in this for the security industry where, arguably, too much attention has been paid to the alarm systems and remote monitoring and not enough has been done to provide effective response. Perhaps this could explain why many feel the UK security industry may have struggled to realise its true potential.

In the commercial sector, where risk and insurance requirements drive demand for specific security services, the market is robust; however, it has traditionally had low single digit CAG and businesses largely fight for market share to achieve growth.

However, in the domestic market the industry has significantly underachieved. Penetration of professional monitored security systems is below 4% with less than 1% of homeowners committing to response services by linking to police or keyholding services.

One of the main reasons for this underachievement is that the security industry has developed effective ways to monitor alarms, but the value of the service is seriously undermined by lack of effective and affordable response options.

The problems with poor response services link back to historic issues relating to false alarms.

Police in the UK have distanced themselves from the security industry because it was a waste of their resources when as many as 98% of events were false. Years of regulation and ever more robust technical requirements have done little to make material change and simply increased the cost and complexity which in turn, serves to deter customers from buying.

For many buyers the core value proposition underpinning a purchase of a security system is the deterrent value and the peace of mind gained from knowing that if they have a problem, someone will respond. This is behind the US success where 24% of all homes have professionally monitored systems.

It is easy to argue that better response services could address many of the challenges currently facing the UK security industry. Taking the police out of the equation by using local professional guard companies could help the security industry grow. It relieves the concerns associated with false alarms and puts more work to local guard companies that can easily fulfil the role of Police by getting to the property quickly to see if there is a problem.

RSPNDR has taken a different approach to alarm response building a national network of professional guard companies. When there is an alarm, the Uber-like platform instantly connects an ARC directly to the nearest available patrol, tasks and guides them to the site where they conduct an external check of the property before reporting the findings. As 98% of all alarms are false, keys are rarely needed and events can be quickly closed. Where there is a need to give guards access to a property; RSPNDR has partnered Loxal to create a digital key safe that the guard can access using their app. But it's not just the technology that has changed.

RSPNDR has what can best be described as an insurance model. Customers can pay less than £1/week for guard response, and this will cover up to 2 call outs/annum with the guaranteed of a 30-minute response time or the call-out is free.

The knowledge that someone will react quickly to an alarm adds significant value to both the security systems and professional monitoring services. These new services are expected to grow the market for monitoring and response services by encouraging those who self-monitor or simply have maintenance contracts to upgrade to an affordable solution that delivers greater peace of mind.

Alarm systems and monitoring are important. However, effective response services are a critical part of the value proposition. Give customers a credible service at a reasonable price point and more customers will subscribe to the value of alarms and monitoring.