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Service and Maintenance:The Inside Story

The service and maintenance scenario for security systems in India is improving rapidly due to fierce competition in the market. After the price wars the next wave will be of value added service and maintenance as security products are expected to work in mission critical mode. a&s India shares the views of some of the key stakeholders.

ccording to Gopinath K, GM, IF&S, Tyco Fire & Security India, “Concept of Security maintenance in India started

with the concept of security systems in India. It is imperative that having bought the security systems, one should ensure the system works the way it should as long as it works. Intelligent asset investment is one which makes the best use of the asset during its entire life time and you can have the best use of the asset made possible only when the asset is always up and running, the features of the asset are well understood and applied and the assets are supplemented with regular upgrades.”

He further added, “Indian Security industry can be divided based on the maturity of acceptance and the level of understanding. There is large segment in India that believes in reactive maintenance, which, we believe might be compromising on system availability, system health, system life and company budgets, hence security of the company itself. However the industries like airports, IT/ITES, Pharma etc are adapting to Preventive Maintenance

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and with enhancing awareness there is a small portion of other industries thinking towards Predictive Maintenance of security systems.”

According to Prasenjeet Bhattacharya, Head, Security and Surveillance Systems Solutions, SSD, Panasonic India, “The Security services market is dominated by large multinational and Indian players on one end of the market and a fairly fragmented, unorganized segment on the other. The key service offerings for security players are around manned guarding and cash services along with allied services such as electronic security services. The Indian security services industry has grown rapidly in the last decade, given the continuing threat perception from crime and terrorism; demand for security in new infrastructure projects such as airports roads and telecom towers; emergence of modern retail and growing need for security for movement of cash within the banking system. The industry appears to have been relatively less impacted by the current economic slowdown, and is expected to grow at 20% over the next few years.”

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The Indian security industry can be broadly categorized into two segments:

o The Security Services Segment: This segment covers the private manned security services i.e. security guards dominating the protection industry in India. There are various companies like G4S and SIS among others who operate nationwide through their regional and city offices. This segment happens to be the country’s largest Corporate Tax Payer.

o The Security Systems Segment: This segment covers security provided through devices like Alarms, System Integrators, CCTVs, Intrusion detectors, Door Intercoms and Access Controls. It is majorly an import based sector owing to the technological expertise that foreign players bring.

“Public safety is one of the primary agendas for the central and state governments. The increasing expanse under CCTV surveillance has led to more number of OEMs and system integrators enter the fray for regional deployments and maintenance of surveillance infrastructure. Besides city-surveillance projects, residential security, school security, mall security, vehicle and transport security, and more such interconnected areas have come to the fore. One of the key differentiators for the incumbents and entrants in the security sector is the provisioning of seamless after sales and maintenance services. Any lags, glitches, or dysfunctional components in the entire setup could render the security system ineffective,” said Khwaja Saifuddin, Senior Sales Director - South Asia, Middle East and Africa, WD.

He further added, “There are few basic constituents of the security system. It includes cameras, network, data storage and server centers, control room receiving the video feeds and sensor data, and an instantaneous communication system with the local police and emergency services to invoke timely intervention. All these elements have to function smoothly with periodic health checks and necessary upgrades to obviate any glitches and fix the existing irregularities.”

“As one of the leaders in data storage, our surveillance-class hard drives are built with utmost precision to handle 24X7 workload of a surveillance environment. We offer 3-year limited regional warranty on WD Purple and WD Purple NV, our surveillance drives meant for DVR and NVR storage respectively and 5-year limited regional warranty on WD Re that’s built for larger surveillance projects. We follow through our warranty by providing hassle-free pick up and drop services to our customers as well as by offering them an option to drop their faulty drives at one of the 95 drop point locations that we currently have,” observed Khwaja Saifuddin.

According to Sanjeev Tiwari, Vertical Head- Hardware Sales, traQmatiX, “Security is one of the most important issue in any setup be it house, educational institutions, commercial complex etc. It is a fast growing industry; it really hasn’t been the priority until past few years. After so many mishaps and threats the security services have become an inevitable part of any existing or upcoming establishment.”

He further added, “The security industry is witnessing a steady growth year

after year leading to a new infrastructure. Security industry can be classified in two categories: Security Services and Security System.

Security Services: It covers the private manned security services i.e. the security guards and this section dominates the security industry in India. They have existed since early 60s in India.

Security System: It covers providing the security through the systems/devices like alarms, system integrators, CCTV cameras, door sensors, trespass detectors, access controllers. The major manufactures of these devices are South-East Asia, U.K, U.S.A, Germany, Israel, Italy etc.

“At traQmatiX we expertise in the security systems, we in India have the best of the GPS Tracking systems available from best of the manufactures from Asia and Europe. Security is our prime focus and we strive at catering to our clients with an excellent hassle-free solution. We have a range of Hardware along with our very in-house Software we have turnkey solution for every industry,” informed Sanjeev Tiwari.

CHALLENGES“The main challenge is there are no codes and standards available for

security maintenance. Hence both customers and service providers have challenges in establishing the expectations. This result in security service industry is becoming more price sensitive throwing up scary scenarios. Customers end up choosing a service partner in order to reduce the operation cost. The preferred

Gopinath K, GM, IF&S, Tyco Fire & Security India

Prasenjeet Bhattacharya, Head, Security and Surveillance Systems Solutions, SSD, Panasonic India

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way evaluating the service partner should be around the parameters like technical expertise, service resources, professionalism, service process, access to spare parts, understanding of the facility and then the cost of service,” observed Gopinath K.

“With the growing economic uncertainty and complexities plaguing the country, it has never been more challenging for India from an internal security perspective. The major odds which the security industry in India is facing are lack of quality of manpower, use of sub-optimal technology in work, high attrition rates and norms related to acquiring of firearms for protection,” said Prasenjeet Bhattacharya.

o Lack of Quality Manpower - the Indian security industry is mainly man guarded so the industry requires a considerable number of personnel to sustain its growth momentum. The industry customers always look for trained security personnel but several players ignore their training infrastructure. Mainly work force comes from less educated background and rural areas which is also one of the reasons for lack of quality man power.

o High Attrition Rates- Major causes in weakening the private security industry are poor benefits, lack of compensation packages, lack of proper insurance policies, improper understanding between public and private security and lack of development opportunities to grow.

o Use of Latest Technology-The industry in India is lacking behind in use of latest technology as compared to this segment in developed countries, even as India is developing at good growth rate so it’s the demand of hour. The industry is expected

to produce skilled labor to handle latest gadgets for providing security.

“One of the key challenges could be the inadequate availability of trained and qualified manpower to assist with the upkeep of such systems. With safety of the citizens gaining its due acknowledgment in the national scheme of things, many universities can take up the task of gearing up students for future assignments in this field,” said Khwaja Saifuddin.

He further added, “The operating companies can partner with the interested technical universities and vocational training institutes to churn out adept technical experts. While security of citizens is a paramount concern, so is privacy. Areas under surveillance should mention that they are being monitored to avoid capturing of any private or embarrassing moments that could blotch an individual’s dignity.”

According to Sanjeev Tiwari, “In spite of the rapid growth over the last few years there have been quite a few challenges till date. All the challenges involved run around the availability and the capacity to retain the quality manpower and the cost incurred.”

o The lack of quality manpower: This is a very huge problem plaguing the existing industry, getting a qualified manpower to sustain its growth, they most of the times do not receive higher wages hence retaining them becomes very difficult.

o High attrition rate: Due to several factors such as poor benefits and compensation packages, improper understanding of the operating environment and lack of development opportunities to allow employees to grow.

o Compliance requirements: Increasing the compliance requirement such training and minimum wages can lead to cost hike which in turn will pressurize the margins.

o Ability to acquire the firearms: Security service firms especially dealing in money has to carry the firearms to enhance the security, however it is very difficult to get the license for the firearms and

Khwaja Saifuddin, Senior Sales Director - South Asia, Middle East and Africa, WD

Sanjeev Tiwari,Vertical Head- Hardware Sales, traQmatiX

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Concept of Security maintenance in India started with the concept of security systems in India. It is imperative that having bought the security systems, one should ensure the system works the way it should as long as it works. Intelligent asset investment is one which makes the best use of the asset during its entire life time and you can have the best use of the asset made possible only when the asset is always up and running, the features of the asset are well understood and applied and the assets are supplemented with regular upgrades.

Gopinath K, GM, IF&S, Tyco Fire & Security India

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“The Security services market is dominated by large multinational and Indian players on one end of the market and a fairly fragmented, unorganized segment on the other. The key service offerings for security players are around manned guarding and cash services along with allied services such as electronic security services.

cycle,” suggested Gopinath K.

According to Prasenjeet Bhattacharya, “Opportunities can be found in various verticals and its sub sections like Business Centre (Private., government, Hospitality), Common Citizen security (Block or City Surveillance), Tourist Places, Mass Transport (Buses, Trains- Mobile DVR system), Border Security, Jail or Prison Department, Judicial Premises, Education, Small and Medium Industry, Private offices, Banks, Sport- (rental services for events like IPL, etc.).”

“The opportunities are huge as the security services followed by their maintenance are the prime requirement at the moment across the market. People who once take the services look forward to constant support and instant trouble shoot. With more and more people being aware there is immense scope to capture the wider range of population as the services have no longer remained luxury but have become necessity,” said Shefali Sinha.

WARRANTY PERIOD “Warranty period extends

sense of credibility to the customer, but does not

provide a 360 degree purview of customers’ service requirements. Warranty is best attached with the products, but Service is best attached with systems and solutions. For Tyco, customer loyalty is more dependent on quality of service,” informed Gopinath K.

“Warranty period tags in a way that provides a sense of security to customers and acts as an effective to maintain loyalty. Extended warranties continue to evolve to meet the needs of today’s demanding consumer. Whether it is providing customer services on demand or reducing the anxiety caused by technology churn, these options provide shoppers financial protection and peace of mind. But at the same time, warranty policies need to strike a delicate balance between what is cost-effective and agreeable to the customer,” suggested Prasenjeet Bhattacharya.

“Warranty followed up by a binding adherence to deliver what was promised helps gain the customers’ trust. It should be easy for the customers to avail the warranty and replacement services as well as get the required technical support,” explained Khwaja Saifuddin.

“Indeed it does, warranty only adds to clarity of the device. It only brings in transparency in the relation with the customers. The technical and

the manufacturing aspects need a clear dos and don’tsand their shelf life to be maximized and in case additional attention is needed they will be aware to take care of it before hand. If the customer is provided with a clear picture on it, it strengthens the relationships for sure, observed Sanjeev Tiwari. He further added, “traQmatiX makes sure to educate their customers of the warranty period and the terms and conditions under it.”

SERVICE CENTER “Service centers help localize repair solution

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Prasenjeet Bhattacharya, Head, Security & Surveillance Systems Solutions, SSD, Panasonic India

ultimately have to rely on guards who have one.

He further added, “In addition to the above in terms of security systems we have two more factors which play an important role.”

o Cost: These devices and systems may at times appear to be expensive to the customer but what they forget to realize is the benefits and cost effectiveness in the long run.

o Awareness: This is the biggest curse at the moment most of the Indian population is facing the wrath of. These technological waves haven’t really been able to propagate themselves outside the urban establishment. There are signs of progress but it definitely is going to be a time taking process to capture the maximum market.

OPPORTUNITIES“Security products spend its maximum

time period of its life time under operation, maintenance and then up gradation. If a service partner aligns his service offerings to the life cycle solutions of security systems the opportunity basket is big. Indian security industry is in real need of smart and effective service partners who understand the security needs, premises, threats and accordingly tune the service solutions which can be customized. Indian security market is growing at an impressive pace and with the right service approach the organizations should see the exponential growth in security service industry. A good service partner is good security consultant to his customer during the system life

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in turn will help in optimizing cost of service to customers and reduce the repair lead time. A service center equipped with right resource is a great value adds for both, servicing company and to the customer,” opined Gopinath K.

“A company’s reputation is only as good as the customer service it provides. The availability of service centre option gives a boost to the company sales and in a way gives an assurance to customers that their investment is viable and is getting better services for the purchased product. Multiple options for services become a driving force for purchase,” observed Prasenjeet Bhattacharya.

“It depends upon the business model of the brand and the product it is offering. In case of an assembled product or a system comprising multiple components with variable replacement options, a service center makes for a practical choice. Many consumer durable companies are also tying up with online players that offer scheduled pick up of a damaged product, fix the damages, and send back the repaired device,” elaborated Khwaja Saifuddin.

“In most cases, customer convenience is the primary objective. In our case, we prefer to replace the faulty drives within the specified warranty period and therefore we have a testing and servicing center in Bangalore provisioned by Flextronics that investigates and screens the replacement cases,” concluded Khwaja Saifuddin.

“In my opinion they ideally should do so if possible it only works as the trust building exercise and concretes the relation. We at traQmatiX make sure we have the best support provided to our customers at the nearest possible location,” suggested Sanjeev Tiwari.

NEW INITIATIVES “At Tyco, Our service initiatives are derived

from our customer expectations and with the passion of protecting what matters most, customer’s assets and lives. Tyco is stepping in to real time servicing, a connected service which will converge operational intelligence into service and business intelligence. This service concept will enable system availability through real time monitoring and prediction. This will help customers to operate and manage multiple makes of security systems installed in the same premises or multiple premises. It will also ensure reduction in operation cost, less dependability on human interface to avoid human errors, provides analytics on system behavior, helps in prediction of operational costs, dash boards for reviews apart from a host of other features, informed Gopinath K.

He further added, “Tyco has also developed capability in servicing 3rd party security systems which will help large corporates to consolidate their AMCs with one service provider for obvious service benefits. Tyco provides complete service life cycle solutions including consultation, system decommissioning, operation, maintenance, up gradations, spares, retrofits, relocations, complex integrations etc.”

“Our idea for service segment is as follows: Generate-->Educate(Merit/Technical Selling)--> SELL (for AMC and FMS). The new initiatives include Integrated Solutions, Technical Consulting, Threat Assessment, Project Management Consulting (Turnkey Projects) and Training (Operational & Technical).”

“We recently increased the number of drop point locations in India where consumers can go and drop their faulty drives within the warranty period. Once a customer’s drive passes the mandatory screening for warranty services, we send him a replacement product,” informed Khwaja Saifuddin.

He further added, “We now have 95 drop points across the country. The updated information about these drop points is also available on our official Facebook Page. We also offer ‘WD Express’, a door-to-door replacement service. With ‘WD Express’, the product is collected from the user’s address and undergoes screening for warranty services. After the screening is cleared, a replacement drive is delivered to the user at the same address.”

“Service and Maintenance at traQmatiX is a strong feature, we encourage the new ideas and innovations in this field. We make sure to incorporate the best of upcoming technologies and ensure their reach to our esteemed customers. We have established a 24X7 call center for support, hired skilled technicians, bringing in latest technology and many more ideas to keep improving the services and maintenance,” concluded Sanjeev Tiwari.