Brink’s Home Security

Brink’s Home Security was founded in 1983 to seize upon an emerging opportunity in the residential security market. Over the last two decades, Brink’s Home Security has leveraged the strong Brink’s brand and unparalleled reputation for security services to become the second largest residential alarm company in the U.S. Brink’s Home Security now serves more than 833,000 customers in 44 states and two provinces in Canada.

Concerns over personal safety and security have been heightened by recent U.S. and world events. The FBI reports that a burglary occurs in the U.S. about every 15 seconds. Meanwhile, studies have shown that a home without a security system is two to three times more likely to be burglarized. In fact, the vast majority of police believe that home alarms help deter burglary attempts. That’s why Brink’s Home Security provides its valued customers with rapid response and peace of mind, 24 hours a day.

From the beginning, Brink’s Home Security has been dedicated to creating “Customers for Life” by providing them the best in security and superior customer care. From system installation and activation, to alarm response and inquiry handling, Brink’s Home Security emphasizes customer satisfaction. This unwavering commitment enabled Brink’s Home Security to further reduce its annual customer disconnect rate to 6.9% in 2003, the best subscriber retention rate among major residential alarm companies.

Leading with Service and Technology

Brink’s Home Security’s 2,600 employees are sharply focused on achieving customer satisfaction with each customer contact. The professionalism of sales consultants, the skill of certified technicians, and the thoroughness of the company’s monitoring and customer-care representatives have fueled Brink’s Home Security’s rapid growth and strong customer loyalty.

Diligent efforts to ensure the highest quality installation standards have earned the company the prestigious Installation Quality (IQ) Certification. Brink’s Home Security is the only national security company to attain this designation from the Installation Certification Board, an organization of police, fire, insurance, security, and state regulatory professionals. The IQ designation reflects the company’s continuous adherence to strict installation and false alarm reduction guidelines, as well as customer service standards of quality.

After installation, Brink’s Home Security provides orientation, including a video training manual, that ensures that customers are fully familiar with the system while also helping to reduce false alarms and follow-up calls. When a customer does call, Brink’s Home Security is well-equipped to handle the inquiry with thoroughly trained representatives who have highly advanced information systems at their fingertips. In 2003, Brink’s Home Security launched MyCustomer, a new tool that empowers service representatives to more quickly and easily retrieve important customer account information, trouble-shoot equipment, and answer questions. In addition to telephone-based customer care, Brink’s Home Security also offers MyBrinks.com, a robust website where customers can pay bills, manage their account, and get answers to common questions.

Alarms are handled by the company’s award-winning, state-of-the-art Customer Monitoring Center in Irving, Texas. The center not only provides prompt response, but it utilizes a customer data system to help identify and address many customer or equipment issues before they arise.

Investing in Growth

Brink’s Home Security invested nearly $100 million in its business in 2003, with more than 90% of these expenditures going toward the addition of new customers. The company’s capital expenditures also funded a computer system upgrade to help ensure that Brink’s Home Security maintains its outstanding service and response capabilities.

In 2003, the company grew its subscriber base by more than 66,000, representing a net growth rate of 9%. Brink’s Home Security has built a quality subscriber base by targeting customers with solid credit histories who value the high-quality service the company provides. Brink’s Home Security continues to grow through its traditional mass marketing to single-family homeowners, as well as through newer channels. For example, Brink’s Home Security works closely with most of the top national home builders to install low-voltage wiring and cabling that interconnects telephones, televisions, computers, sound systems and home theaters – in addition to security systems. The company also has a small but growing presence in the multi-family and commercial alarm markets.

About 90% of the company’s sales and installations are handled by its own representatives and technicians. To increase its geographic reach and better leverage its national marketing programs, Brink’s Home Security utilizes highly qualified dealers in markets where it does not have a branch office. These exclusive dealers receive training at “Brink’s Home Security University” to ensure the same level of quality installation and service provided by branch offices. The company now services most metropolitan markets in the United States and western Canada through its branch offices and dealers.

There is substantial additional growth opportunity in the U.S. home security sector, as market penetration is estimated to be less than 30%, while new single-family home construction has averaged more than one million units annually over the last 12 years and strong growth is expected to continue.

Reflecting the disciplined execution of its strategy – to provide superior service through advanced technology and commitment to customer satisfaction – Brink’s Home Security today is a growing industry leader with strong operating profits and cash flow, and an enviable position as the standard bearer for service.