A Hidden Gem
- By Ralph C. Jensen
- Jan 04, 2016
Tucked neatly in the Dallas suburb of Richardson, Texas, Southwest
Dispatch Center (SDC) is on the leading edge of technology
for its monitoring clients predominantly in Texas, Oklahoma,
Louisiana, Missouri and New Mexico. It is a regional
monitoring center that has all the bells and whistles that the Big Boys offer.
SDC works with more than 500 dealers, and has more than 85,000 accounts
that employees monitor every day. The core proposition is to give
their dealer network innovative technologies and unsurpassed customer
service. With a wide variety of services, dealers have the ability to offer
their customers more options.
To keep the technology at the forefront of managed services, SDC has
teamed up with CheckVideo, and deployed its Cloud VMS remote monitoring
software platform. This is a complete suite of online-based VMS,
negating the need for additional on-site hardware or any downloaded apps
used on a smartphone or tablet-type devise. The Cloud VMS is available
through just an Internet connection, and the package includes setup, configuration
connect, overall video management to include alert scenarios, a
video search engine, storage, and an alert system where messages are sent
out via smartphone or whatever medium the end user wants to provide.
It is a program that offers video verification when an area in view has
been compromised. It allows SDC operations to view short clips of an
event and to alert the client of trouble on the property and send video
clips to the client if needed.
“When we are notified of an event, we know that some type of action
needs to happen right away,” said Chip Bird, president of SDC. “When the
software produces an event, our operators see the action pattern, identify
what is happening and take the necessary precautions. We notify the client
and/or guard services, property manager or law enforcement.
“We have a routine that we follow, customized by individual clients. Because
we offer video verification, an event that is verified goes to the top of the list as far as law enforcement is concerned. If need be, we send that clip to police, and they verify the significance of the video clip.”
Bird is completely involved in allowing dealers to have a monitoring
center that will react to their specific needs. In other words, no two dealers
are alike and the way that SDC responds to a dealer is unique to their
“Having been with an installing company using an offsite monitoring
facility, I felt there was a need in this industry to have a central station that
allowed dealers the ability to have the central station done their way,” Bird
said. “Southwest Dispatch Center was founded with the philosophy that
the central station works for the dealer. I believe you, the Alarm Dealer, are
the most important part of my business. It is my goal to provide the dealer
services that will save them time and allow them to make more money.”
SDC offers training for dealers that will benefit them in selling the product.
Training takes place in the Richardson office park, which includes the
specifics of the CheckVideo product and how to use it. Part of the training
is learning how to reduce false alarms by using the Cloud VMS gateway.
“Working closely with the dealer is what makes the system work,” Bird
said. “A verified video response always makes security a little tighter; a little
In fact, when there is a notification from SDC to the end user, the dealer
involves remains in the loops in order to be able to take care of the customer.
Every dealer in the SDC portfolio falls in line with the concept of
offering the best customer service during the install, and after the sale. The
dealer, after all, has a listening ear with SDC management, and will have
things done their way.
Cloud VMS, available only as a component of CheckVideo solutions,
has been a lifesaver for SDC, and for their dealer network. Bird said the
software platform will allow dealers to be dedicated to their customer base
as well as being committed to the overall technological improvements in
the industry. The fact is, customers care about the video they receive, and
this allows the dealer network to be proactive in making sure the end user
has the best product available.
Cloud VMS allows a central station operator to work with the end user
in defining video parameters so that when an incident occurs, the operator’s
screen will notify them of an action that needs attention. False alarms
are a nuisance but with Cloud VMS, the frequency of false alarms decreases
significantly. Law enforcement does not like false alarm, understandably,
but highly favor video verification of an incident in progress.
“Video verification has improved the quality of service that we provide
during the last five years,” Bird said. “We monitor the full range of all our
contract security service solutions. Our approach allows us a continual focus
on providing a customer intense response to monitoring while providing
you with the support and means to increase your revenue.”
The goal of customer service is pretty simple at SDC. The alarm dealer
is the most important part of the business, and their commitment to the
dealer is to offer valuable multi-faceted services and support to save time
and help promote increased revenue. SDC maintains a forefront approach
to offering the up and coming industry services. Virtual receiver technology
eliminates the need for the old hunt group scenarios that limited the
number of calls to be processed by the receiver. Bandwidth efficiency is
increased to receive and process alarm transmitter messages through its
smart memory solutions.
Southwest Dispatch is in a perfect situation and location in the security
dealer industry. They are savvy with today’s technology, and they reside in
the middle of the Dallas, or Richardson, technology corridor.
This article originally appeared in the January 2016 issue of Security Today.