Before we get started I want to note that I am writing this particular post for those Security Companies who are currently using Silvertrac. I meet with Silvertrac users everyday and this topic popped up in a few of my recent conversations. So, as you may have noticed by the giant title above, I'll be talking about how to engage your customers as a security company.
As a Silvertrac customer, you may begin to notice that some customers are reluctant to actually login and use the issue monitor. They probably love the reports and think the system is great. In fact, some customers might even pay you extra to use of Silvertrac. So you might be thinking..
Why aren’t your customers logging in?
Why do you (or your supervisors) have to send your customers the same reports they could pull on their own if they logged into Silvertrac's reporting software?
I’m not claiming to know all the answers, but I have noticed differences in the way customer users engage with the system. Here’s what I‘ve learned:
Your Customers Love Silvertrac (most of them at least)
Before we go any further, let’s get one thing straight. Over the last 10 years Silvertrac has worked with more than 7,000 property and facility managers. When Silvertrac is properly implemented, its a huge time and money saver for your customer.
Silvertrac focuses on developing security guard reporting software that helps deliver value to your customer. If you haven't checked it out yet, watch our webinar on Shifiting From a Vendor to a Partner.
Your Customers are always asking, What’s In It For Me?
If Silvertrac really is that great then why don’t your customers log in and use it more often?
The answer? Your customer has to believe that logging in provides a direct benefit to them.
If logging in doesn’t save them time or money then you’re going to be stuck downloading and emailing that DAR (daily activity report) over and over.
Discovering the Benefit of Logging In
I have compiled a few tips below that will help you get your customer engaged.
1) It starts with proper setup.
If all your issue types say “Property Patrol” or something generic, its not shocking that your customer would rather not login.
Your issue types need to properly summarize what the officer is doing throughout that shift. That means that the officer needs to report more often, which will increase the visibility on the property.
The goal here is that your customer could log in to the issue monitor and see exactly what happened on the property without having to expand an issue.
Its then a much faster process than scanning through the DAR.
If you need help organizing and improving the set up of a property, contact your Customer Success Manager and they’ll be happy to work on this with you.
2) Proper Training is a Must
In order to see a benefit in logging into Silvertrac, we have to make sure your customer knows how to use it. Silvertrac has implemented tons of cool tools to help make this an easier process for you and your customer.
But we’d love to help even more. If you have taken the time to read this article, we are going to give you a free customized training video, branded with your logo, that you can use to train your customers. Just email Johnny Page at, firstname.lastname@example.org with your logo and we’ll get started.
The goal is to make your customers satisfied with the security service you are providing. Some customers will be completely satisfied without ever logging in. But for those who you’d like to see more engaged, try using the tips mentioned above.
I’d love to know what you think! Are there other ways you’ve been successful in getting customers engaged with Silvertrac?