When a CCTV system is implemented, we think exclusively of the cameras, often leaving the lowest budget for the other components of the system, something that in the long run impacts the performance of the project.
There are several aspects that drive the purchase of technological devices, some of them more important than others, especially in the case of equipment that fulfills a specific function, such as the components of video surveillance systems. For three long-time integrators, the most important aspects for them are quality, warranty and after-sales service, i.e. factors that help them get the most out of other system components, such as cameras.
And it is clear that when a company invests in high-quality capture equipment, which can also suggest a greater investment, what is expected is that the technical superiority is not limited to the extreme of the supervision chain, but also moves to the monitoring center. At this point video signal transmission systems come into question. The transmission devices form, together with the cameras, a perfect pairing that ensures customer satisfaction.
The integrator, then, in his goal of providing the best service for his client, must question whether the solutions he is integrating into a CCTV project are comparable, since it makes no sense to suggest optimal capture solutions when the device used for signal transmission does not have the technical capabilities of the camera.
While there are standard features on the market, it is obvious that not all solutions offer the same advantages, even if it seems so. Therefore, this article will not address the technical characteristics that an integrator must seek in their transmission solutions, but, rather, tangible advantages that can save you many headaches.
Good warranty? How about lifetime warranty?
This note includes the opinions of three well-known integrators, Fermín Ortega (Dominion of Mexico), Jaime Mejía (Tyco Integrated Fire & Security Colombia) and Iván Abrigo (Axial Security of Argentina). The goal is to understand the expectations of professionals regarding video streaming solutions and to outline how choosing the best solution can make the difference between the success and failure of a facility.
The lifetime warranty refers to the entire service life of the product, which can be extended to the extent that the necessary preventive maintenance is done. Jaime Mejía, Strategic Account Manager of Tyco Integrated Fire & Security Colombia, a provider of electronic security systems, the lifetime guarantee and quality go hand in hand. "The lifetime warranty reflects quality in the products and gives greater confidence to the end user when selecting a brand of transceivers for their facilities" and added that this is one of the main reasons why they have been working for several years with a brand like Network Video Technologies (NVT).
Fermín Ortega, head of security projects at Dominion Mexico, a telecommunications services company, agrees with the above, who affirms that the confidence that a manufacturer inspires with its products is a crucial aspect for integrators; it also highlights an additional factor: "the immediate response, in case a replacement of the product is required".
But here it is important to speak, more than the immediate response, the anticipated response. In the case of NVT, the way to give such a response for your customer is through anticipated replacements, which are what makes the lifetime warranty effective. How do they work? Antonio Pérez, Sales Manager of the brand for the Caribbean, Central and South America, explains that "the user, either directly or through their channels, reports the possible failure of a piece of equipment. The first thing we do is try to locate and fix the problem in case it is the result of an incorrect installation. If we determine that there is indeed a problem with our equipment, we send an early replacement. NVT covers all derived expenses (shipping costs by courier, customs charges, fees, taxes). Once the replacement equipment is received, the user can send the defective equipment back to the factory and we also cover the costs of this return."
After-sales service, the best analgesic
Good after-sales service from a manufacturer can save the integrator a lot of headaches. And talking about this factor can be combined in turn with something that the integrators consulted mentioned almost in unison: the ability of the factory to extend its technical support to the different corners of Latin America.
Jaime Mejía, a Colombian integrator, affirms that this scope could give the integrator the flexibility to better serve customers and mentions how in Colombia, the technical and commercial support they have received from NVT, has allowed Tyco Integrated Fire & Security to develop customized projects applied to the needs of its customers.
Similarly, the close collaboration between manufacturer and distributors helps to comply with the guarantees offered even in countries where the import of electrical and electronic devices is complicated by customs issues or approvals. Faced with this issue, Iván Abrigo, head of Services of Axial Security in Argentina, states that in this country, all electronic devices must obtain an approval to be able to pass through customs, which can cause delays and cost overruns.
"Thanks to the close collaboration between NVT and its distributors in Argentina, it has been possible to obtain imported devices without major complications. Our company supported a camera integration project, which was initially 'contracted as a rental' for an event and in this project the support of local distributors was fundamental, as a high volume of equipment was required, "explains Abrigo.
Timely and effective response
What can an integrator do when the equipment does not arrive or is late? Very little. The serious thing is that in the world of security delays are not forgiven, and an integrator that acquires a reputation that it does not have enough resources, at hand and in time, will hardly be able to consolidate within its market. Thus, the speed in the dispatch of the required devices and the agility in the response by the factories is a factor to which the integrator must pay attention.
Abrigo also highlights this factor as a key element for the success of the contractor in terms of the relationship with its customers. "On one occasion when we requested three electrical sources; we contact NVT directly by email, indicating the serials of the parties. In less than 72 hours they had already dispatched the spare parts," he said.
Fermín Ortega validates the above and for this he shares an anecdote of his experience in an installation in a financial institution, which due to its high security characteristics, required "100% reliable equipment, with factory backing". Ortega then requested support directly from NVT, which he describes as an "undoubted success", since he received advice from the company's engineers, who helped him determine the most efficient way to bring electricity supply to each device. "Thanks to the advice of the brand, it was not necessary to supply sources for 596 of the 620 cameras installed," he says. The result was "customer satisfaction with the technology used and the security provided by the equipment, by transmitting video signal reliably."
International quality means more and better customers
Given the many options that exist in the video surveillance market, a potential customer will opt for one or the other when considering the image that the industry has of the manufacturer. In this aspect, the three integrators agree that it is important to work with brands that project "quality, reliability and robustness", as is the case of NVT.
And at this point the international homologation with the UL, cUL, CE standards, among others, is a decisive factor that the integrator must pursue, because "more and more customers want their facilities to achieve a LEED certification", says Fermín Ortega.
Jaime Mejía also valued the importance of a brand having a good name among end users. He assures that "the positioning among our customers of the NVT brand reaches such a point that they generalize and call any transceiver 'an NVT'". It states that its customers even recognize key aspects offered by the brand such as cost reduction in new infrastructure, the use of existing wiring and the transmission capacity at greater distances than traditional devices.
Iván Abrigo points out when saying that although it can be difficult to know exactly what customers think, the commitment is to build trust towards the products, because "this way end users are assured that their device will work, they see that reflected in their monitors and if it looks good, they take for granted that the product is noble" and therefore they will be convinced that working with this or that integrator will to be a good investment.
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