Regardless of whether an organization needs a retrofit, technology upgrade or new, fully integrated security operations, one of the most critical decisions a campus security director can make is choosing a systems integrator.
With today’s constantly changing threat landscape and rapidly maturing technologies, working with a systems integrator that will allow the organization to remain agile now and into the future is more important than ever before.
Ideally, a systems integrator will become a trusted partner, a guide and a source of knowledge. But finding that trusted partner can be a challenge. Let’s dive into three critical questions that will help campus security leaders on their journey to finding the right one for their organization.
Why Does an Organization Need a Systems Integrator?
Three of the biggest reasons why security leaders need a systems integrator are installation, service, and support. First and foremost, most campuses don’t have the resources or technological background to conduct their own installations.
Ideally, systems integrators will understand the technology they are installing. They should also have all the appropriate resources needed to get a job done while their customer’s organization continues running.
For campuses that have multiple technologies, devices or systems, a systems integrator can go beyond straight-forward installations and provide complicated, custom integrations that will boost the value of the organization’s technology, and ultimately, the return on investment (ROI) of its systems.
This knowledge of integration is key to help organizations avoid operations with duplicated efforts and siloed systems. Many systems integrators have strong relationships with manufacturers to allow them to go further with custom installations and integrations that will tackle a customer’s specific needs and applications.
Once a project is installed, the job of a systems integrator doesn’t end there. In fact, the ability for an organization’s security to remain agile and adaptable as needs change have a lot to do with service and support.
While some larger organizations can take on the maintenance and service of their own systems after an installation, many others don’t have the resources or knowledge to ensure their technologies and systems are up-to-date and in working order for the lifecycle of the systems.
Integrators can proactively manage and support a customer’s systems to ensure those systems are fulfilling expectations before an event happens. In addition, as an organization’s needs change, a systems integrator can help the organization take advantage of additional resources or features as technology advances and the threat landscape changes.
What Characteristics Should Campuses Look for in a Security Integrator?
Many times, manufacturers and systems integrators get out bid strictly due to cost, but the true value of an integrator (and the chosen technologies) will come from gaining a trusted partner that will support an organization through growth and into the future.
Here are a few characteristics to consider when vetting a system integrator:
1. An Eye to the Future
Organizations will benefit from taking time to scope out a systems integrator that will listen to their specific needs, is willing to and has the resources to be flexible with solutions, and has the expertise to get the job done.
If the customer’s organization has multiple locations, it’s important to take into account the physical reach of the integrator and the support they can give both during and after a global or national installation.
Looking for an integrator that stays up to date on new technologies and is willing and able to research new or unique solutions will help the organization set itself up for success down the road. In addition, finding a systems integrator that offers open-source technologies is essential to expand capabilities over time without ripping and replacing.
2. Established Experience
Schools, universities, and healthcare facilities should look for systems integrators that not only have previous experience, but have previous experience in their market. Security leaders should ask for references and talk to those peers about their experiences and the current state of their systems.
Another critical element that speaks to a systems integrator’s experience level is whether they are certified with any particular vendors. It’s important to evaluate what technologies or solutions they offer, along with their level of expertise and training in those solutions.
For example, a certified video management software (VMS) provider can help ensure that the partner technologies installed are understood in a way that will allow the campus to extract the full feature set of the technologies.
3. Solid Service and Support
A knowledgeable, service-forward systems integrator will help campuses bring new features sets and technology elements into their organization long after the initial install to make sure the organization is getting the most out of its solutions.
For a K-12 school, college or hospital adjusting to new technologies and operational procedures, nothing holds quite the same weight as service and support from their trusted partners. Indeed, often it’s a lack of service and support that causes an organization to look for a new system integrator.
To help ensure appropriate expectations, it’s important to ask a potential systems integrator the following questions:
- Who is on their team?
- Does the team provide localized/on-site support?
- Will there be a main contact for the project?
- How many installers will be on site, and what is the time frame for the project? Will it be completed at once or in phases?
- Will the project manager be on site during the initial installation?
- How will communication be given regarding project and time-frame updates?
- Will there be a main contact for support after the installation?
- How is service managed after the install?
- What is the wait time for a project?
4. An Interest in You
Having questions answered will allow campus security leaders the chance to vet a systems integrator and instill expectations, but just as important is looking for an integrator that will ask their potential customer questions as well.
A sign of a good partner is one that wants to understand the organization, its plans for growth and its pain points; this will allow the integrator to use their knowledge to guide appropriate product and solution recommendations. When a systems integrator asks the potential client questions, it helps make sure both parties understand one another.
How Can Campus Security Leaders Find the Right Partner?
Finding a quality systems integrator requires focusing on a few practical suggestions. Research is one of the most important elements here. One of the best ways to find potential systems integrators is talking to peers at other schools, institutions of higher education, and healthcare facilities to learn about their integrators and solutions.
Trade shows and industry conferences are another tool to connect with industry peers and vendor providers to get recommendations.
For campuses that already have existing technology in place or a strong, existing relationship with a manufacturer or technology provider, many vendors may be able to provide recommendations on certified or knowledgeable systems integrators that have a deep understanding of their products.
Ask integrators and vendor partners for demonstrations or pilot programs and ask lots of questions. A knowledgeable systems integrator should be able to answer all the tough questions and be honest about whether they can meet your organization’s expectations.
By following practical recommendations on finding a systems integrator, campus security directors can find a knowledgeable, trustworthy partner that will act as a voice of reason and understanding, while guiding the organization to get the most out of its security solutions.
Mark McCormack is senior national sales manager for global and national accounts at Axis Communications.
The original version of this post appeared on SSI’s sister site, CampusSafety.com.
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