Strengths of Verified Security Technology and Sonitrol's Solutions

Quarterly Newsletter

As crime continues to rise, Sonitrol verification, video and other related products make a big impact in the community by assisting the police force. Sonitrol, Pacific West Security, is grateful to you, our customer, for partnering up with us to help put a stop to crime.

Employee of the Quarter

Pablo Lucero

You may not recognize Pablo’s face, but you probably have heard his voice a time or two. Pablo is our Service Coordinator and he sets the bar for outstanding customer service. He doesn’t hesitate to go the extra mile for the customers or his co-workers. He wears many hats within the organization and when challenges are presented, he takes it as an opportunity to grow within the company. Please take a moment to learn more about Pablo’s daily responsibilities.

Pablo how long have you been working at Sonitrol?

“6 years now.”

What positions have you served at during your 6 years at Sonitrol?

“I started as a Central Station Operator and was in that position for a couple years and then I helped with Customer Support. Currently, I am the Service Coordinator for the company.”

What are your main responsibilities serving as Service Coordinator?

“I organize service calls with our customers. After their service is completed, I reach out to them and make sure they are satisfied with us. Every time we have a successful dispatch, I follow up with our customers, double checking everything is good afterwards. Another responsibility I have is to make sure all our customers required fire alarm inspections are current. Most important to me is making sure our customers systems are working properly and they feel safe.”

What do you feel are the keys when communicating with our customers?

“You must listen and understand what is important to them.”

You said you follow-up with the customer after a valid dispatch was made. I would think the customer is glad Sonitrol is there. Is that correct?

“For sure. If they want us to come and check out the system, we will. My goal is to make sure all customers get a better night’s sleep because they know Sonitrol is protecting their property.”

Pablo summed up the goals of Sonitrol, Pacific West Security, very well. If you have any questions about your system design, please contact your Security Consultant.

We are appreciative of Pablo’s hard work and dedication to the team!

Verified Technology

We feel our Sonitrol customers would find it beneficial to understand how important a verified dispatch is from a law enforcement point of view, to those responding to the call. With that goal in mind, we reached out to retired Chief of Police, Scott Seaman.

Chief Seaman, how long have you been in law enforcement?

“39 years. I served 27 of those years serving the San Jose Police Department and the last 12 of those years serving as the Chief of Police in Los Gatos.”

During your service at the San Jose Department, did you have much time in the field?

“Yes, and I learned a lot about technology and how that technology fits the business model to serve the people we are serving.”

Was there a false alarm problem early in your police career?

“Yes, and false alarms are a waste of police time and really are a lost opportunity in the field.”

How important is a verified alarm?

“Keep in mind, Cops will be pro-active to a verified call. You need to understand that police officers love to make apprehensions. Many times, that is the highlight of what they do. And being called and being kept informed in real time and being kept aware of what is taking place is critical to achieving that goal. Sonitrol technology can also tell us where to go when arriving at a large facility. This information saves time and keeps us informed.”

Is there still a false alarm problem?

“Yes, and I think that 98% false alarm rate is just as real today as it was when I was in the field.”

To address this problem how is important is a verified alarm?

“More important now than in the past. Eleven cities have changed their policy of giving a priority to a verified alarm because of the increase of crime. They are being forced to respond to every call but having a technology like Sonitrol we can ask our dispatcher to stay on the line and keep us informed of what is taking place. It is important to determine what Sonitrol is hearing. If voices are heard, we know there is more than one person involved in the break-in. All this real time information gives us a tactical advantage when we arrive on the scene.”

How can a company like Sonitrol best work with law enforcement to help assist in what they do?

“Keep doing what you are doing. I know that Sonitrol donates to the local Police Officers’ Association when an apprehension is made. I think that is important. I also think it is important to keep officers in the field aware of new technology. I know improvement has been made in video. I understand you can see in real time. Just think if we could see and hear when a break-in is taking place.”

Thank you, Chief Seaman, for your 39 years of law enforcement and your feedback on Sonitrol technology.

Improved Video Technology

For years, camera systems were designed with the simple purpose of providing a picture and recording a field of view. These systems were limited and one dimensional in their scope and were often too expensive which made them budget killers. As technology has advanced over the past few years, cameras have become more of an integral part of a complete security solution. Today, camera systems have the ability to warn you in advance of suspicious activity and help prevent an incident. They can be integrated with your security and/or access control systems to help provide verified evidence of an event and help prevent false alarms. These camera systems can remotely warn you, or a monitoring center, in advance when an incident is about to occur and deliver that warning to any device, anywhere, anytime. In addition, advances in manufacturing have allowed for higher quality cameras at lower costs, making camera systems today more affordable than ever with a wide range of product offerings that can fit any size or budget.