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Crime isn’t high by any means, so going to customers with a straight security solution [was a harder sell]. We work with buildings and homeowners who want more automation. They want garage doors and Z-Wave locks and cameras. What we did about two years ago is start saying, ‘We can do home automation for you with some security and life safety devices.’ We came at it from that angle and found that it worked pretty successfully, especially with home builders.”\u003c/p>\u003cp >\u003c/p>\u003cp >Commercially, Custom Alarm has found success recently offering cloud-based services such as access control, and even fire-related services through a beta test project with Notifier’s Connected Life Safety Services app/web interface at one of its larger customers. “We rolled out a large connected life safety system with one piece of hardware on-site that is connected to the fire alarm panel. Through cloud services they are able, as an end user, to view everything they normally would by going to their web browser. We are finding that custodian services teams especially like to log in remotely and look at the panel to see what is going off.”\u003c/p>\u003cp >\u003c/p>\u003cp >While fire codes still require people to be on site to make any changes, knowing the problem in advance, or whether it is just a nuisance alert that can wait until morning, is a big advantage to the beta customer, Clig explains.\u003c/p>\u003cp >\u003c/p>\u003ch3 >Future Plans\u003c/h3>\u003cp >Cloud is something Custom Alarm is looking to do much more of in the coming years, Clig says. “We want to see our RMR in double digit growth year-over-year, especially with commercially-based cloud solutions. Historically we have had recurring revenue from the residential side, but now with the commercial side that is something to focus on within the next two years.”\u003c/p>\u003cp >\u003c/p>"},"type":"text","cl":"text p-r-n7p4zE"},{"key":"eRGcOjjTeou","type":"section","children":["eO2tcKANZZK"],"cl":"section"},{"key":"eX_YbSScxay","content":{"text":"\u003cp >While 2021 and 2022 have been very strong years, like many others Clig does anticipate a bit of a slow down in 2023. “We are having a record year this year. [The beta test project] was a good chunk of our revenue, but we do still see opportunity in the future with that customer. We won’t have the initial revenue we had last year for that. We also had a couple of larger school projects this year. I would love to continue to grow at the rate we have but I anticipate a bit of a decline next year.”\u003c/p>\u003cp >\u003c/p>\u003cp >These school projects won Custom Alarm \u003cem >SDM\u003c/em>’s inaugural \u003ca target=\"_blank\" rel=\"noopener external\" href=\"https://www.sdmmag.com/articles/101036-how-custom-alarm-aced-school-security-and-life-safety-project\">\u003cem >Project of the Year award\u003c/em>\u003c/a> in August\u003ca target=\"_blank\" href=\"https://www.sdmmag.com/articles/101036-how-custom-alarm-aced-school-security-and-life-safety-project).\">.\u003c/a>\u003c/p>\u003cp >\u003c/p>\u003cp >Schools remain a growing opportunity for Custom Alarm, Clig says, for both security and fire. “The schools are receiving grants for security. What we are able to do is due to code changes they have to upgrade to a voice system. We say, ‘We can take care of this, but there are other things we can do with security such as tie in lockdown capabilities and weather. All of these signals are running through the fire alarm, but it has a big appeal on the security side.”\u003c/p>\u003cp >\u003c/p>"},"type":"text","cl":"text p-r-n7p4zE"},{"key":"epdKihjTOws","content":{"cont":{"tablet":{"params":{"trigger":"Load","updated":1612464962952,"LoadAnimation":{"duration":3,"delay":0,"translateX":["-300","0"],"preset":"slideInLeft","opacity":[0,1],"easing":"easeOutQuart"}}},"desktop":{"params":{"trigger":"Load","updated":1612464962952,"LoadAnimation":{"duration":3,"delay":0,"translateX":["-300","0"],"preset":"slideInLeft","opacity":[0,1],"easing":"easeOutQuart"}}},"mobile":{"params":{"trigger":"Load","updated":1612464962952,"LoadAnimation":{"duration":3,"delay":0,"translateX":["-300","0"],"preset":"slideInLeft","opacity":[0,1],"easing":"easeOutQuart"}}}}},"type":"w75y8u1c","cl":"w75y8u1c"},{"key":"eOCTtWicQS2","content":{"text":"\u003cp >When Custom Alarm moved to a third-party monitoring center in 2020 they converted their former monitoring center into a new Customer Experience Center.\u003c/p>"},"type":"text","actions":["epdKihjTOws"],"cl":"text plRVbrTcp8"},{"key":"ecF7ixgwwLL","content":{"cont":{"tablet":{"params":{"trigger":"Load","updated":1612464953106,"LoadAnimation":{"duration":3,"delay":0,"translateX":["-300","0"],"preset":"slideInLeft","opacity":[0,1],"easing":"easeOutQuart"}}},"desktop":{"params":{"trigger":"Load","updated":1612464953106,"LoadAnimation":{"duration":3,"delay":0,"translateX":["-300","0"],"preset":"slideInLeft","opacity":[0,1],"easing":"easeOutQuart"}}},"mobile":{"params":{"trigger":"Load","updated":1612464953106,"LoadAnimation":{"duration":3,"delay":0,"translateX":["-300","0"],"preset":"slideInLeft","opacity":[0,1],"easing":"easeOutQuart"}}}}},"type":"w75y8u1c","cl":"w75y8u1c"},{"key":"ev5GI8cmJSF","content":{"src":{"key":"cQmenCZGpJ","url":"https://cdn.vev.design/cdn-cgi/image/f=auto,q=82/private/9EfE5ckHdvXyROAR2E6MhhpGI7F2/image/cQmenCZGpJ.jpg","ratio":1.5}},"type":"image","actions":["ecF7ixgwwLL"],"cl":"image"},{"key":"ekzEWD9X-In","type":"section","children":["eX_YbSScxay","eOCTtWicQS2","ev5GI8cmJSF"],"cl":"section"},{"key":"enmqTsuMyVr","content":{"text":"\u003cp >Fire is also another big focus right now, Muenkel says. “We have hired three new fire techs in the past year. Fire is our fastest growing segment of our company right now. … We have focused more on the fire side, with Notifier being our partner. We have some of the largest fire installations in the country.”\u003c/p>\u003cp >\u003c/p>\u003cp >The company also has plans to do more marketing and reach-out beyond what they already do.\u003c/p>\u003cp >\u003c/p>\u003cp >“With all of our customers we have a good follow-up and Q&A process,” Clig says. “This coming year we will be focusing more on that, asking for more referrals. We are a pretty small community and people know each other. We are doing some targeting campaigns with access control cloud. Each time we are talking to a customer we find different reasons they are benefitting from something like that.”\u003c/p>\u003cp >\u003c/p>\u003cp >Another way they are reaching customers is through targeted advertising on streaming sites and a chat service called Podium that lets technicians immediately text customers after installation with a link to fill out a Google review, Bradt explains.\u003c/p>\u003cp >\u003c/p>\u003cp >Finally, Custom Alarm is also planning to build out its remote support team, Brinkman says. “We have one person designated for that right now, but we are looking to build up the team. We have that on the roadmap. That team right now provides remote support both for techs in the field as well as customers, whether they need help reviewing cameras or troubleshooting a problem by dialing in remotely before rolling a truck. We are selling more remote services right now.”\u003c/p>\u003cp >\u003c/p>\u003cp >One way Custom Alarm has not historically looked to grow, according to Brinkman, is by acquisition — although she doesn’t rule it out completely. “We have had a few small ones over the years, with less than 100 accounts at a time. Are we planning any in the future? We are always looking at opportunities, but also focusing on properly taking care of the growth of our existing customers. Acquisition is a heavy lift. We are open to it, but looking to the right fit if we did it.\u003c/p>\u003cp >\u003c/p>\u003cp >“My longer-term goals are looking to see how we can continue to grow the organization and team. We have a lot of great opportunity within our market, and I want to find ways to grow with our existing team because we have such an awesome team. … Because of the way our industry has grown, I encourage people to bring ideas forward on how we can stay competitive and be nimble. Our best opportunity for growth is through our employees, so to continue to be an employer of choice and have people want to come make a career of it is how we can sustain that growth.” \u003cstrong >SDM\u003c/strong>\u003c/p>\u003cp >\u003c/p>"},"type":"text","cl":"text p-r-n7p4zE"},{"key":"ez-vK_5H81X","type":"section","children":["enmqTsuMyVr"],"cl":"section"},{"key":"eon29uqlFbo","content":{"link":{"mode":2,"href":"https://www.sdmmag.com","target":true}},"type":"external-link","cl":"external-link"},{"key":"ebHMbLd1HCC","content":{"src":{"key":"a56vJIS-UF","url":"https://cdn.vev.design/private/9EfE5ckHdvXyROAR2E6MhhpGI7F2/images/a56vJIS-UF/2100.png","ratio":3.1533333333333333}},"type":"image","actions":["eon29uqlFbo"],"cl":"image"},{"key":"eitJE4zp9eg","content":{"link":{"mode":2,"href":"https://www.sdmmag.com","target":true}},"type":"external-link","cl":"external-link p0ULtxdwtC"},{"key":"eP8ytLtbcvR","content":{"text":"\u003cp >DECEMBER 2022 // 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