Technology Desc


Tony Unfried, CSA 360

COVID-19 regulations are causing nearly every industry to adopt new technologies for increased physical health security. The temperature screening of guests and employees at every designated entrance of operational locations is mandatory under reopening plans in most states, as well as by major organizations such as the NBA. For accuracy and speed, many leadership teams are voting to invest in temperature screening technology, such as thermal cameras, to ensure that individuals who actively have a fever are immediately identified, documented, and are turned away for testing to reduce the spread of infection.

Thermal Imaging isn’t a new technology; it was first used in the Korean War to aid in nighttime combat, translating body heat energy into light to create visibility. Since that time, the technology has been adopted by first emergency responders and rescue teams, electricians, building inspectors, and more. And now, we are seeing this technology used by Security Teams and reopening businesses and offices to execute plans for no-touch temperature tracking. In some cases, it’s coupled with facial recognition for easy no-touch shift clock-in.

At CSA360, we’ve identified some setup and use best practices to help our clients obtain the most accurate readings and records for their contracts, so I thought I would share this information to assist in this time of new tech adoption.

Think about the device: There are so many new devices hitting the market, look for cameras that comply with the FDA’s guidelines for accuracy. While there are iPhone and Android apps available on the market, the accuracy of these apps is questionable at best.

Think about the flow of traffic: Complying with temperature checks will inevitably create a bottleneck of traffic at the testing stations. While it only takes a few seconds to scan with a thermal imaging camera, you may need to consider having multiple temping stations to limit compliance disruption. You can save time for employees and clients by choosing a device and software that allows for clock-in/out at the time of screening.

Think about Placement: I’ve seen some beautiful glass atriums when I’ve been offsite assisting setups for our clients- DO NOT USE THERMAL CAMERAS IN SUNNY SPACES. That is the best way to skew your testing results. The air temperature fluctuates so much throughout the day, and that will effect your readouts and the body temperatures of the individuals being screened. Instead, find or create a climate-controlled location away from open doors and windows to perform screenings.

Think about the Weather: External temperatures will directly impact the thermal readings of an individual who has just been outdoors. This is true for both thermal cameras and thermometer guns, so perhaps consider having a holding area for people to regulate their temperatures before entering.

Consider the Background: Shiny or reflective objects positioned behind the screening subject could cause readout errors. If you have an issue with this, try hanging a black curtain behind the testing area.

Think about Strategy: This has been an unpopular opinion, but I stand by it. Chokepoint screening is far more accurate than Mass Scanning. One at a time will yield the most accurate results, protecting the people in your spaces as best we can.

There is always more to discuss in Security Technology, but hopefully, these points are helpful as we reopen and protect our spaces.


Tony Unfried, CEO of CSA360, holds a master’s degree in Public Affairs and Criminal Justice from Indiana University, where he graduated with honors. While enrolled in his master’s program, Tony worked for The TJX Companies, Inc., leading the region in loss prevention and moving the company toward technology use in Security. Tony went on to join the most significant security company in Indiana, managing more than 500 employees and 50 sites, including the Indiana Convention Center, Bankers Life Fieldhouse, and Ruoff Home Mortgage Music Center. Seeing a noticeable gap in technology use in the physical security sector, Tony created his first security software application, launched at the Super Bowl in 2012, and recognized twice for Excellence in Mobile Technology by Techpoint. Tony has also spoken on Tech in Physical Security on panels with ASIS and IAVM.



Team Software, CALSAGA Network Partner

Drastic economic shifts can happen with little or no warning. When they do occur, your security business needs to be able to stabilize operations. One thing to help keep your business operations stable, efficient and streamlined is a technology solution. When implemented and leveraged correctly, a holistic software solution tailored to your business’ industry can ensure your company weathers the impact of an economic change.

As recent global emergencies have shown, having access to your company’s data, workforce management solutions and messaging capabilities are crucial to maintaining uninterrupted operating procedures.


Global access

The first step in having a software solution that can be an asset during times of instability is making sure your software solution can be accessed from anywhere, at any time.

Guards, front- and back-end staff and even C-suite executives need access to the right tools at any given moment. It’s crucial to optimize workforce management through a holistic software solution so employees working remotely have global access to files, data and other day-to-day information needed to keep your business running smoothly.

This is possible with cloud-based, mobile software. Even during stable working conditions, an industry-specific cloud-based software as a service (SaaS) tool can foster connectivity, productivity and workforce efficiency by being accessible via the web rather than localized installations.


Vendor-provided infrastructure

One of the benefits of implementing a SaaS solution is your service provider should shoulder much of the day-to-day infrastructure of your software solution, whether that be maintenance and patches, released product upgrades or automated data back-ups.

Assuming your guards have access to a mobile device, a holistic software solution with mobile technology capabilities grants your back office the ability to be in constant communication with them.

The right tools for your security company can provide real-time visibility over your distributed workforce and proof of service for your customers, while granting your employees access to workforce management tools from anywhere at any time.

When used properly, a holistic software solution ensures you have access to everything you need to handle what you’re facing at any given moment. For additional information on navigating your business through a time of crisis, download the Using Technology to Help Your Security Business During a Crisis eBook from TEAM Software.



Team Software, CALSAGA Network Partner

Using guard tour software to keep track of your security guards is increasingly becoming standard practice, especially given the importance of accountability in the security industry. There are several ways to track your people and assets, and as technology continues to march forward, you have more options than ever before. Guard tour software typically uses one or more methods to track guard location, each bringing varied benefits, and each suited to different types of security contracts and requirements.

One example of a security company implementing guard tour software to achieve operational improvements is Trust Security Services, a privately-owned, licensed security agency servicing Maryland, Washington, D.C., and Virginia. Frustrated by expensive checkpoints, lackluster customer service and device limitations from a previous solution, Trust Security Services needed a better way to provide service to their customers.

Company leaders wanted a flexible tracking solution that would provide more visibility into their work and was backed by powerful reporting. So, they implemented Lighthouse, a workforce management platform from TEAM Software that provides complete visibility of workforces, mobile forms and workflows, and uses powerful reports to improve service delivery.

Trust Security Services’ goals when implementing Lighthouse included showing proof of work to minimize the risk of litigation, gaining a competitive advantage, providing real-time reports to improve the response time of dispatched teams, and accessing past patrol reports to check for accuracy.

To meet these goals, three key Lighthouse features work together to deliver complete visibility and accountability.

QR Code Network

A network of QR codes are located throughout the sites guards patrol. QR codes require a close proximity scan and require the user to open up an app or scanner to make that scan and are very inexpensive to implement. They can be produced automatically and sold for the price of a sticker. And, QR scanners are as ubiquitous as mobile devices.

Mobile App and Alerts

The dedicated Lighthouse security guard mobile app allows guards to scan QR codes at predefined checkpoints and passively monitors the location of guards in the background. The app is also used to record patrols, manage tasks, report issues, complete inspections and communicate with managers.

Location data is sent from the app to the Lighthouse platform in real time and allows managers to ensure both the safety of their guards and that they’re meeting their service requirements. A real-time activity feed creates faster response times and alerts for completed tasks and reported issues from the field.

Live Maps and Reports

Web-based reporting is used to monitor security services and improve performance over time. Live maps are used to quickly identify a guard’s location and assign tasks. Heat maps help ensure required patrols are being completed. Robust and centralized web-based reporting measures compliance with patrols and records tasks, issues and inspections.

By actively using Lighthouse across 12 locations, Trust Security Services was able to reach their intended goals, including winning a new contract based on visitor logs for access control built through the Tasks module in Lighthouse, saving money by switching to QR codes instead of using expensive checkpoints, and proving guards were where they were supposed to be after a theft at one of their sites prevented costly litigation.

As a security company, the solution you choose should be based on your specific applications and requirements. As guard touring technology evolves, it brings you new and innovative ways to leverage their capability to track people and assets across locations. The best guard tracking technology for you depends on the environment you’re working in and your goals. And, sometimes, it can even make sense to leverage multiple technologies across a single property.


Chris Anderson, Silvertrac Software

We sat down with Lawrence Borgens – founder of Delta Protective Services – to ask him about the process of switching his security company from paper reporting to Silvertrac. Delta Protective Services (DPS) was founded 26 years ago in 1993 on a mission to “create safe communities.” They have since grown to an operation of 85 officers, including standing guards and mobile patrol. Lawrence is focused on growth and making it easier for people to become customers.

Information Can Make or Break an Operation

Like every security company before the rise of computer technology and the internet, Delta Protective Services handled reporting through paper DARs. It didn’t take much for DPS to be fed up with paper reporting. After only a few years they “had pieces of paper coming out of [their] ears and [they] were running out of space to store [reports].” Getting paper reports to clients was a disaster. Information was incomplete or incorrect. DPS knew they needed a better solution. They first looked to Deggy wand and buttons, but quickly found that they “were very cumbersome. It was electronic, but also pretty primitive.”

The Desperate Need for Change

Lawrence was determined to find the best solution for his company. He couldn’t go back to paper reports, but the Deggy wand and button were not getting the job done. After talking to another local security company owner, DPS implemented an early version of Silvertrac – called Real-Time DAR – in addition to the Deggy system.Once Silvertrac was released, they started using it at a few of their locations in addition to Deggy and Real-Time DAR.

Delta Protective Services had quickly gotten into a mess. They were running three separate electronic reporting systems between all of their locations. “I came to a point in my company and in my business where I knew I just needed to land on something. My indecisiveness about selecting a reporting tool was making my staff indecisive also.” Supervisors and account managers couldn’t work together on three different systems. It was clear to Lawrence that software on its own wasn’t the solution. He needed the right solution for his entire operation.

Searching for the Right Solution

After numerous conferences, conversations with other owners and multiple product demos, Lawrence found that “there were pros and cons to every solution.” But at the end of the day, Lawrence chose Silvertrac.

“Let’s just say, for the sake of argument, that all the technologies were equal. Here’s what caused me to make my decision. Silvertrac absolutely cares about, thinks about and produces good quality tools for security business owners to help them improve their business. [They] come from the industry. [It’s] not a bunch of software people that decided, ‘Hey, here’s a niche we can get into.’ No, it’s a bunch of security guys that saw a problem and worked [hard] become software people so that they could fill this gap and provide this service that we need in our industry. What’s important to Silvertrac is that their customers win.

Delta Protective Services Today

Two years after moving away from paper reporting, Lawrence Borgens found the right solution for his company. Immediately he saw a big difference in two areas.

Accurate Reporting

“Silvertrac makes what’s invisible visible.” Lawrence would not let this go. He and his management team have been able to increase quality control. He has gained full transparency over every part of his operation; from the officers to management to customers, everything is out in the open. “If I have a good officer, you see it. If I have a bad officer, you see it. I can’t hide anything from my clients and that’s OK with me. What makes us different than our competitors is how we deal with our mistakes, not that we don’t make them because everybody makes them.”

As a result, Lawrence can make current and potential customers believe in his services. It is pretty much an expectation today that a security company has a guard security guard management software. But it’s not the software that sets Delta Protective Services apart. Lawrence has been empowered to provide his customers with the information they need to trust him. “If you’ve got a client that’s awake at 2:00 AM looking at the computer, they can log in and watch the officer do rounds while they’re doing it and see the pictures and see everything that’s going on.”

Increased ROI

Delta Protective Services used to have cabinets at every job site. These cabinets had – on top of mountains of paperwork – radios, phones and cords. Many of you can see where this is going. Lost paper reports meant no information for clients or for management. Lawrence couldn’t improve the decision making for his operation. Company-owned technology was breaking regularly. Not only did DPS have to pay for the fixes, but managers, field supervisors, and sometimes even Lawrence himself had to show up to a job site to replace chargers, phones, and radios that were either broken or forgotten. All of this resulted in wasted time, money, and resources.

Luckily Lawrence came up with a solution that worked for him. He purchased Silvertrac licenses for his officers’ to use on their personal cell phones. Learn more about his decision-making process in this awesome podcast.

*Note, there are specific policies and compliances that a physical security company must abide by when moving to a BYOD (Bring Your Own Device) model. Additional resources on BYOD policies can be found on  Silvertrac Extra and on Sherman Law Corporation’s blog 

“I got rid of all my cell phones. It allowed me to also get rid of two-way radios. It also allowed me to get rid of the paper DARs and all the documents that go with it. Therefore, I also get rid of the cabinets that we were keeping at the job sites.”

Get the Results You’ve Always Wanted

Lawrence found amazing success once he figured out how to simplify his operation and prove the value of his services to customers. You can find success just like he did. Our mission is not to sell you a product. At Silvertrac, we win when our customers win. We want you to win more contracts, hire better employees, and meet the goals you’ve always wanted to achieve.  Schedule a demo today to find out how you can simplify your operation and prove your company’s value.


Chris is the Founder of Silvertrac Software and has been working in the security industry for more than 25 years. He enjoys working with our clients everyday to help them grow their businesses and really enjoy what they are doing. Chris currently lives and works in Seal Beach, CA.

Continue reading the 2019 Q4 edition of The Californian

Three Reasons You Should Use Guard Touring

Team Software

Keeping track of your security guards with guard tour software is becoming a standard practice among contractors, mostly because of the importance of accountability in the security industry. But, one of the main reasons security companies choose not to use a guard tour system is the cost. However, if you do a quick cost-benefit analysis, you’ll quickly realize that it generally costs more to operate a site without a guard tour system than it does with one.

Let’s look at three reasons you should be using a guard touring system. The bottom line? The benefits outweigh the costs.

1. Improved business performance

If you ask most security company executives how their business is performing, they’ll have a good idea of top-line performance. But, if you dig a little deeper, you’ll find that those who aren’t using guard touring don’t have visibility of more granular issues. And when those issues are left unaddressed, it can eventually lead to lost customers.

Guard tour software provides you with data that helps answer questions including:

  • Are we complying with post orders or standard operating procedures?
  • Which sites have the most issues?
  • What are the most common types of issues?
  • Which days do we have the most issues and what are they?
  • Which patrol runs do we miss the most?
  • Which guards are regularly underperforming?

Answering these questions allows you to identify where to focus your time to improve performance and reduce risk in your business. And, you can go back to your customers with data and evidence that you are continuously reviewing and improving your performance.

2. Reduced on-site supervision

Supervision is critical to ensure that guards are meeting the required standards outlined in your contracts. For example, are patrols being completed on time? Are vehicles being maintained? Are critical areas secured? Are officers dressed in full uniform? If you don’t invest enough in supervision, you’re increasing the risk of losing the contract because you’re not meeting your customer’s expectations.

But investing in supervision doesn’t necessarily mean you need to hire more staff. Guard touring allows you to reduce the amount of manual supervision required by using automated monitoring, workflows and alerts. A guard tour system alerts you if scheduled patrols are missed or an incident is logged. And, since you can log in from anywhere at any time, you can see if guards are on site whether you’re in the office or at another site.

Guard tour software allows you to manage more sites remotely, reducing supervisor labor costs and increasing the profit margin on your contracts.

3. Time savings through automated reporting

Customers expect to receive reports that demonstrate they’re getting the services they’ve paid for. In many cases, this involves supervisors or managers pulling together multiple data sources and manually compiling into a daily or weekly report that can result in an hour or more per week spent on reporting for each customer they service. Across 10 customers, that’s 10 hours per week of time that could be invested in more important activities.

What if there was a way to eliminate the time spent on reporting completely? That’s exactly what guard touring does. A guard tour system automatically logs all security activity for each site in real-time and packages the information into a client-friendly report that lands in their inbox on a daily, weekly or monthly basis. Not only have you saved your supervisors time, but you’ve also delivered a better customer experience.

These are just some of the benefits that a modern guard tour system can deliver for your security business. Investing in a guard tour system leads to better performance, faster growth and less customer churn. Want to see how it could help you? Check out this ROI calculator to see the potential savings from using guard touring as part of your end-to-end workforce management. Want to learn more about what guard touring can do for your security business? Contact TEAM Software or Lighthouse.

TEAM Software recently acquired Lighthouse, a mobile workforce management platform for service contractors with field-based teams. Lighthouse adds time-saving capabilities that complement TEAM’s existing financial, operations and workforce management solutions to help view, manage and automate operations in the field. These capabilities include compliance tools, incident reporting, and guard touring. 



Chris Anderson, Silvertrac Software

Meta Description: Losing a big client in a security company is a huge blow. However, evaluating the loss can help to improve the services that the company provides and reinforce positive relationships with current clients.

Losing a big client is a nightmare for any business, let alone a security company. Unfortunately, client loss is inevitable, but through analysis and strategy, it can be a great learning tool for bettering client relationships and service satisfaction.

There are many reasons why clients terminate a contract. They may be unhappy with the services provided. They may have found a better price point, or they may just not need the services any longer. When a contract terminates, it is important to look at the source of the termination to determine the cause.

Once you determine the root cause of why a client left, you can use this information to update your playbook to maintain current client standards and satisfaction.

Step 1: Termination Analysis

The goal of running a termination analysis is to determine the root cause of why a client left. This will give management a foundation for creating preventative measures for future churn.

Before jumping into the termination analysis, remember to keep the emotions in check. Of course, it is reasonable to be upset about losing a client, but entering into the conversation heated and angry is much more likely to result in a full loss of the professional relationship.

Respect the client’s views (even if you don’t agree), and don’t try to bully the client into staying. Use the termination analysis as a learning experience. If you can maintain a friendly relationship and update your services based on their feedback, there may be an opportunity to win the client back in the future.

1a – Schedule an Interview

The first step in termination analysis is scheduling an exit interview with the client. Remember, not every client is going to want to participate in an exit interview. Don’t pressure the client to attend an exit interview, and don’t pressure them to answer questions they don’t want to answer. Pressure alone can damage what is left of the relationship, beyond repair.

If the client is not particularly upset, their account manager should conduct the interview. Account managers are likely the most well-informed about the client’s contract and experience with the company.

If the client is very upset, it may be in the best interest of the company to have a supervisor conduct the exit interview. Having someone in a managerial position conduct the interview is likely going to make an angry client feel more important and cause less tension.

When designing the questions for the exit interview, there are a few key things that you will want to cover:

  • Why did the client terminate the contract?
  • How did the company contribute to the termination and client dissatisfaction?
  • What could the company have done to prevent the termination?

There may be other questions that are pertinent to the analysis. However, it is important to keep the exit interview simple and to the point. Try not to ask any more than 5 questions. These questions will likely lead to a more open discussion as to what went wrong.

1b – Internal Audits and Quality Check

Once an exit interview has been conducted, all internal team members associated with the account should meet to discuss the exit interview and begin an internal audit and quality check. Team members may include security officers, supervisors, account managers, sales reps, and operations personnel.

Internal audits should focus on accountability, communication, and reporting protocols. Each team member should be able to provide a thorough account of their dealings with the client and any reports or documentation they have on the lost contract.

If they can’t provide this information, this is a big indicator of internal breakdown that likely played a big part in causing the termination.

Just like the exit interview, it is important that the internal-audit is an open discussion, not driven by emotion. It is important that all internal members feel heard and are given the space to communicate their interaction with the client.

Once the team has reviewed all of the exit interview questions and internal information, the audit should start to provide some insight into these types of questions:

  • Was this a one-time incident or part of a bigger pattern?
  • Were customer’s expectations understood?
  • Where did the internal and/or external breakdown occur?
  • What internal adjustments are required?

An organic termination roadmap of what/when things went wrong, what could have been done differently, what avenues of change are available moving forward, etc…will start to unveil itself as answers to these questions become clear.

Step 2: Post-Analysis Strategy Planning

As the termination roadmap becomes clear, the internal team should use this information to strategize what steps need to be taken to update company policy, process, services, and/or training to prevent future churn.

Both short and long term updates should be taken into consideration during this phase. Simple communication breakdowns and inaccurate reporting can be updated almost immediately, where process or policy updates that have cross-department effects may take longer to roll-out.

As necessary changes become clear, it is important to create a strategic plan to roll out each change with efficiency. Change can cause frustration and growing pains so the roll-out is equally as important as identifying necessary changes.

Once a plan is in place that the team feels will confidently diminish future client terminations, assigning a project manager is highly recommended, if they haven’t been assigned already. The project manager will maintain communication with the group, will ensure that all necessary deliverables are ready on-time, and will asses issues/challenges that need to be addressed as the roll-out is implemented.

As in any strategic planning, it is important to keep in mind that you will likely need to adjust the plan as it is rolled out. This is a normal and important part of strategizing. To account for these potential adjustments, it may be helpful to set-up check-in meetings with the appropriate team members.

Check-in meetings help to keep everyone up-to-date and allow the team to catch any issues as they happen. Without some sort of check-in plan, the team runs a much higher risk of missing critical things that may have longer-lasting effects. The company may just end up in a worse position than when they started the termination analysis.

Client Retention Reminders

Reminder 1: Appreciate Top Employees

Top employees help to enhance customer relationships and supplement great services. They are also the ones who often have the biggest influence over a client who is on the verge of terminating. Top employees are the backbone of successful companies.

Incentive programs are a great way to keep top-performers excited and engaged in the company. These programs can range from continued-education courses, leadership workshops, or even bonus incentives.

Performance goals and evaluations are also great ways to keep top-performers in the game. Hardworking employees are more often than not hungry for growth and promotions. Helping an employee to set KPIs confirms the company’s investment in the employee and makes the employee feel valued.

If you don’t acknowledge top-performing employees, they are likely going to leave for a company that will validate their skills and hard work. Don’t let the good employees getaway!

Reminder 2: Focus on Current Clients

Don’t get too lost in the termination-blues and forget about active clients. While it is important to run a thorough termination-analysis, if the team gets too bogged down in what has been lost, they are likely to forget about what they still have.

Utilize the termination-analysis to help foster better active-client relationships and increase their satisfaction. Using the termination-analysis as a guide is a great opportunity to set-up check-ins with active clients. Use these check-ins to make sure the client isn’t suffering from the same issues that caused the original churn.

It may be exactly what is needed to save another termination.

Reminder 3: Don’t get comfortable

There is always room for growth and improvement. Running one termination-analysis won’t solve all of the problems clients may be facing. Every client will have their own unique needs for contracting a company’s service and their own unique experience working with the company.

In addition to running a termination analysis on every churned contract, a company should also have reporting and business analysis exercises set-up so that they are consistently reviewing company progress and maintaining a pulse on client satisfaction.

The moment a company stops looking on where they can improve is the moment they start failing.

Losing a client is never fun, but it’s not the end of the world. Through termination-analysis and strategic planning, churn can be a great learning experience to help a company grow, foster better client relationships, and increase service satisfaction.

Chris is the Founder of Silvertrac Software and has been working in the security industry for more than 25 years. He enjoys working with our clients everyday to help them grow their businesses and really enjoy what they are doing. Chris currently lives and works in Seal Beach, CA.



Team Software Team

For small companies with distributed workforces, like the contract security industry, site level visibility, managing hourly staff and keeping communication lines open are key areas that can make or break the business. While spreadsheets, emails and texts can suffice for a while, those tools typically aren’t sustainable, growth-enabling or without complexity. For Alianza Security Professionals, a small, private security company based in Dallas, Texas, setting and delivering on high standards is the company’s competitive differentiator. By developing a distinct culture of service and accountability along with adopting security industry-focused technology solutions to support it, the up-and-coming company has gained a foothold in the Texas security market with 11 guards and more than 10 service locations.

Alianza uses Silvertrac’s guard touring solution combined with a new field workforce management toolset for small contractors called Q by TEAM Software. Q enables companies to direct, set and track the operations of their distributed workforce. As an always-on solution, Q helps manage and track productivity, open up communication and retain the employees who are making an impact. In other words, Q strongly aligns with Alianza’s strategic goals, supporting accountability in the field, more communication and, ultimately, better results.

“There are a few problems within the security industry, and they are massive. I know the pain points,” explained J.D. Torres, Alianza Principal and Founder. “Guards are asleep on the job or leaving the property. They don’t show up. They’re late, or don’t know when to show up.

“The biggest benefit of Q so far has been the scheduling piece and the ability for staff to clock in and out on site,” Torres continued. “It’s an accountability tool for them to know when they need to be on site, and I want to make sure my staff have the tools to be successful.”

A technology solution along with appropriate processes help boost the reliability and service quality of Alianza’s workforce. In addition, for Torres, simplicity is key along with a basic set of features, including the ability to communicate the schedule and see who is onsite and on time, in real time.

“The scheduling functionality is cut and dry and much simpler than the previous scheduling software I had been using,” Torres said. “Q really fits my needs right now, especially for my industry.”

With Q’s streamlined scheduling and time and attendance capabilities, Alianza can capitalize on its promise of accountability to customers. Plus, proactively managing the schedule benefits the company in many ways, including overtime prevention, better site coverage and accurate customer billing.

“This is the tool that we depend on, and I tell [our prospective customers] the value that it brings,” said Torres. “I put both Q and Silvertrac in my sales deck. I’m telling my clients what differentiates us in the market, and that’s accountability.”

Along with right-sized, industry-specific technology, Torres and partners back up their accountability promise to clients by building a culture around delivering on high expectations. According to Torres, that helps them win business when up against bigger, more established firms.

“It’s the difference between McDonald’s and Chick-Fil-A. The culture is different, and training is different, but price point is the same,” he said.

Torres explained that Alianza builds their culture and reputation through smart hiring practices, focusing on people eager to grow and pairing skills and experience with the right position.

“I have a different recruiting effort,” said Torres. “I’m not interested in someone who has worked a foot-patrol post for five years. Those people have figured out how to cut corners, and they aren’t interested in growing or moving up. I’d rather have someone who is new to the industry, and who understands what my expectations are.”

Torres and his team also see a need at sites for a bilingual workforce in the Dallas area to bridge communication gaps and ensure continuity among all services providers.

“We’re building a bilingual workforce because there’s a huge disconnect between janitorial contractors, day porter staff and the security staff due to language barriers,” he noted. “They’re handing off important things, like keys, and no one knows what the other is saying.”

Torres and his team have their fingers on the pulse of the security industry. That’s apparent through their approach to service as well as in their hiring practices. And, as an original beta  customer, Alianza has provided pivotal input and feedback on Q to ensure the solution serves the needs of the small market security contractor.

“It was a crazy kind of thing. We [at Alianza] were developing our security offering at the same time TEAM was developing the Q product,” Torres said. He also knew TEAM Software and had  used TEAM’s signature ERP software, WinTeam, before, too. So, there was a familiarity and natural alignment throughout the  beta experience.

“I felt like we had a partnership with TEAM right from the start,” he said. “TEAM seems like it’s a part of my company. That’s where the real value is. And, that’s who I want to be for my clients. I want to give them the kind of service that TEAM is giving us.”


About TEAM Software

TEAM Software develops financial, operations and workforce management solutions for contractors with distributed workforces of any size, with a focus on the building service

and security industries. TEAM’s efficiency-enhancing technology transforms business management and drives profitability. TEAM’s industry-specific solutions range from a complete enterprise software ecosystem to a right-sized workforce management toolset that connect key components of customers’ businesses. Founded in 1989, TEAM is an Omaha, Nebraska-based technology company with more than 400 customers all over North America. For more information, visit

About Alianza Security Professionals

Alianza is a private security company licensed by the Texas Department of Public Safety, that provides integrated security, private investigation services and risk management services to corporate, individual and non-pro?t clients. Alianza leadership has been inside the industry for decades, have identi?ed the “pain points” in the industry and have worked tirelessly to separate themselves from the rest of the pack.  How? Through training, communication, coordination, execution and methodology. Visit to learn more.


TEAM Software

Why security management software is worth the spend.

In their July 2018 annual U.S. Contract Security white paper, Robert H. Perry & Associates, Inc. estimates the outsourced contract security industry in the U.S. to be worth $25.5 billion. That’s a four percent increase over previous estimates. And, while analysts expect steady growth over the next few years, security contractors still deal with high labor costs, wage creep and a narrow profitability margin of about four percent of revenue, according to IBIS World’s 2018 report on the industry. That means keeping a laser focus on labor and operating costs is critical. The businesses who can juggle these demands will have the most to gain. It’s no secret that technology can help. In fact, investing in holistic enterprise-level software with a proven track record can pay off quickly in increased efficiency and site-level profitability insight, enabling security companies to grow in fiercely competitive markets.

Maximize efficiency and automation with one holistic system

According to the IBISWorld’s April 2018 Security Services in the U.S. report, efficient work practices are one of the key factors to success in the contract security industry. Eliminating redundant work and manual processes offer a one-two punch in maximizing operational efficiency, and a holistic software platform can solve those challenges by connecting the financial, operations and workforce management components of the business in one system. It’s cheaper in the long run, too, with no need for multiple software packages, expensive integrations or custom interfaces.

The WinTeam ERP for security contractors includes financials, accounting, guard scheduling, time and attendance, human resources, payroll, compliance business analytics and employee self-service features. Combined, they connect executive-level decision-making, back office functions and field-based operations.

“For us, the biggest advantage of using an integrated system has been the ease of use. There’s only one platform to use,” said Gail Tutt, controller at First Alarm Security & Patrol, a California-based firm with 1,600 employees. “It’s global, go-anywhere functionality.”

For Phelps Security, Inc., a 300-employee contract security firm operating in the Memphis, Tennessee, area, cumbersome manual processes and multiple subpar software systems sent the company on the hunt for a better solution. The company implemented TEAM Software’s solutions and  reduced payroll processing time by 90 percent.

“Before our software did 10 percent of the work, and we put in 90 percent of the effort,” said Andy Phelps, business manager for the company. “Now, as long as we have it set up correctly, we can put in 10 percent of the effort and WinTeam will do 90 percent of the work. I don’t have to deal with file exports or cross-integration between systems anymore.”

Bogged down by clunky plug-ins and manual spreadsheet-driven processes, Paladin Security Group, Canada’s largest independent security provider, was also in the market for technology that could help accelerate the payroll and billing processes. The company also needed the flexibility to keep up with and customize province-based pay requirements. In 2012, company leadership began evaluating software solutions that could rise to the challenge.


“Our main goal was improving efficiency on the billing and payroll side. We needed to find a way to mitigate errors and speed up that process,” said André Albert, Vice President of National Quality Standards and Support at Paladin, who was part of the team evaluating software providers. “What it comes down to is flexibility. Having everything integrated into one platform allowed us to break down pay requirements by province. We can set pay and overtime rules and billing by province to comply with legislation or by client to meet our contract obligations. We can even customize notifications based on branch or province.”

The benefits of integrated technology span the organization, so almost every department gains an efficiency advantage. Jaime Brosnan, Director of Marketing and Communications at Brosnan Risk Consultants, a security contracting firm based in New York, saw onboarding time for new employee paperwork decrease from 20 minutes to an average of three minutes per employee thanks to TEAM’s workforce management and employee and customer self-service components.

Drive profitability and enable growth

The power of shared data in a holistic software system is invaluable. In industries where margins are narrow, understanding which jobs are profitable and having a clear financial picture drives better business management. Job costing, a crucial outcome of shared data in one system, gives contractors site-level profitability insight, enabling smarter decisions that reduce costs, maximize revenue opportunities and enable real, measurable growth.

“One of the big reasons we’ve stayed with WinTeam is the ability to drill down, all the way to the source to get the exact information you we need,” said Tracy Ver Mulm, Accounting Manager for Per Mar Security Services, a 2,400-employee security firm headquartered in Davenport, Iowa. “When you have everything in one system, all it takes is one update to automatically give you the most updated financials. That’s huge.”

“We had been using another solution with no integration to financials,” said Dave Pack, who has been the Executive Vice President of Titan Security for the past eight years. Titan is a Chicago-area contractor that schedules more than 54,000 hours per week and manages more than 1,600 security staff. “It was only a scheduling package, and it had nowhere near the level of detail or reporting capabilities that TEAM has.”

Pack points to that shared data as a big benefit for the business while building financial awareness and eliminating silos of information.


“With the benefit of the integrated operational and financial data, we can put the right information into our operators’ hands,” Pack said. “We can have a dialogue about expectations and results on the job level and share that information and data with our clients. It helps increase transparency and provides a sense of ownership.”


There’s no denying that integrated technology is a significant investment, so it needs pay for itself in efficiency and scalability. Security management software must enable growth and set businesses up for success now and well into the future.

The software system has proven to be a scalable solution for First Alarm Security and Patrol that has driven growth for the guarding company. Through strategic purchasing contracts and organic growth, the company has seen a minimum of 35 percent year-over-year growth without having to increase staff significantly to keep up.

Because Paladin isn’t tied down to inadequate processes, the company has gained the flexibility to expand easily, according to Albert.


“We’ve been growing exponentially,” said Albert. “Last year for example, we grew our employee count by about 20 percent. And, we expanded into the U.S. so there’s a whole other market.”


“The technology has definitely allowed us to scale more effectively. A lot of our national competitors struggle in Chicago because it is a very unique, customer-focused market,” Pack of Titan Security said. “Each building is unique, so to be able to report operational data, financials and invoices in different ways is important to our clients. Our ability to bill in multiple formats allows us to never say no to clients or prospects. We provide high-touch customer service, so we want to say yes.

“In the Chicago market, there is a lot of activity and opportunities for Titan,” Pack continued. “We have very professional operators, and with a system like TEAM and all its bells and whistles behind us, we can compete with anybody.”



Mark Folmer, CPP,  TrackTik

This is a no-brainer: Why does a client prefer to work with a security services provider that can measure their own performance?

Because those numbers give your client the peace of mind that comes with knowing their business has been secured in the way agreed to.

So naturally, as an owner or manager of a professional security service solutions provider, you want to have key performance indicators (KPIs) for your business in order to measure performance and efficiency.


Choose your KPIs with care

checklistNow KPIs come in a slew of varieties. Today, let’s  focus on those related to your field service operation. So let us assume that the fact-finding questions you ask about your client’s needs, assets, risk profile, etc., lead you to this conclusion: Onsite guards and mobile guard patrols are part of a cost-effective solution to the client’s situation.

Being slightly obsessed (your business or life partner uses other words) with efficiency, you understand the value of adopting a Computer Assisted Dispatch (CAD) solution: It ensures your field security patrols and responses are coordinated as efficiently as possible.

If you are forward thinking, you have linked your CAD solution to a security workforce management platform (that also includes a security guard tour system). Having this software allows you to fully automate your KPIs and also drive up field service business by offering data-supported Service Level Agreements (SLA) to your client.

Since you have taken the time to invest in the best training and equipment for your mobile teams, now you want to know how well they are doing. Consider these five smart KPIs for your field operations:


1. Completion Rate

Having spent time with your client analyzing security requirements, your ultimate goal is to achieve 100% of the site visits promised.
That number means that the client is receiving what they want and you can invoice all that has been agreed to.

2. Response Time

Measuring response time is the ultimate efficiency measure. So you want to respond as quickly as possible. It goes without saying that responding within the agreed-to response time is critical.

3. Overtime

You set your staffing levels based on the anticipated volume of calls and service delivery. That said, you want to minimize the unbillable overtime incurred by shared service units in order to be profitable and get a precise view of your productivity.

4. First-Time Fix Rate

By equipping mobile staff with all the information they need to properly access and respond to a site, you are driving first-time fix rates. Limiting the need to send additional or multiple units means you are more efficient.
Providing all the information your staff needs means that they are more accurate, can take appropriate action while onsite and can provide the client with a detailed incident or activity report.

5. Client Satisfaction

Have you ever had a client ask the operations center, “When will the response unit be onsite?” If your system is properly automated, you will be able to answer that question very easily, and support your client’s peace of mind.
Other items that can propel client satisfaction include: accurate invoices, incident reports sent to the right people and reports that accurately and richly provide details of any incident.


Stick to SMART KPIs

clockIf you wish to identify other KPIs specific to your business, ensure that the objectives are SMART (Specific, Measurable, Attainable, Relevant and Time-sensitive). Keep in mind that less is more. Having too many KPIs can be difficult to manage and lead to more confusion.

The items in the list above have focused on client and business owner satisfaction. It is worth mentioning that fair and clear KPIs can also motivate staff. In fact, using KPIs to align staff performance with business success is an alternate way for driving team performance and engagement.

Building your business based on clear and measurable performance indicators will drive client satisfaction, employee performance and build up your business’ reputation.

Mark Folmer, CPP, MsyI
Vice President, Security Industry
Twitter: @markfolmer


Steve Reinharz, President, Robotic Assistance Devices, Inc.

‘Change’ is one of the most overused words and concepts in most every industry. It gets people’s attention; it clicks and is therefore a powerful word for promoters to use. People generally are fearful of change because it challenges the stability that so many seek.

Change is opportunity and risk. Opportunity of being part of the ‘next big thing’ and risk that if you miss out it could be catastrophic. And although it’s an overused word I’m going to use it here: Our guarding industry is finally being changed by emerging technologies.

Historically we haven’t had much ‘real’ change in guarding because of the nature of guarding itself. Since the ‘sell’ of guarding is a human at a location(s) there has been little ability to innovate. Instead, much of the industry has been trading a similar commodity service and there’s been few opportunities to do anything other than compete on price in a race to the bottom. Naturally there are many exceptions; I’m simply talking about the part of the market with these characteristics.

But finally, for better or for worse, real change is here and we are going to have separation between adopters and resistors. And as always the adopters will prevail. Adopters can be characterized as more forward-thinking, risk-taking and engaged than resistors.

A parallel example is what happened in security integration industry in the late 90s. DVRs and IP based solutions started to emerge. Adopters thrived and resistors struggled. Same thing for many industries that had significant technologies introduced.

For guarding the revolutionizing technology is called ‘robots’. I write it like that because until the technology is perfected and given a real name we’ll call them ‘robots’. Someone once told me that ‘a robot is a robot until it’s called a washing machine’ which illustrates the point that immature technology gets a unique name and industry once it proves itself. But it will get better and it will get better faster.

Today’s rolling robotic solutions are far from perfect and in many cases have questionable usefulness but let this be notice that the technology is rapidly improving and the change is here today. Stationary artificial intelligence solutions are here today and proving themselves incredibly useful. In five years I expect this industry’s service offerings to be considerably more complex, lower cost, higher profit and better performing.

Change will bring opportunity and risk. Early adopters are noticing, learning more and experimenting with these new technologies. They’ll be the winners from this period of significant change that has started.


Steve Reinharz is the founder and President of Robotic Assistance Devices (RAD). A proven, seasoned leader in the physical security industry with 20+ years of experience holding various roles in multiple disciplines, Mr. Reinharz has led RAD to create and launch a successful line of artificial intelligence powered solutions specific for the guarding and concierge industries.

Mr. Reinharz’s experience is multi-faceted in that he’s been an end user, created and managed his own security integration firm and held various other industry roles. Mr. Reinharz speaks and works panels at ISC East and West and ASIS.

‘Force-multiplication’ has been the hallmark of Mr. Reinharz’ career. Specifically using technology to improve client security. Mr. Reinharz credits almost two years of work performed with the LAPD as the basis for many of the technological innovations he has launched.

Mr. Reinharz has called Orange County, California home since 1995 but grew up in Montreal and Toronto. He earned a dual-BS  in Political Science and Commercial Studies and currently resides in San Juan Capistrano, CA with his wife and children.