Brink’s Home Security.
More than one million subscribers throughout North America trust us for dependable monitoring, rapid response and peace of mind.
As the second largest residential alarm company in North America, Brink’s Home Security has earned the trust of customers who depend on us to protect their families and homes.
Award-Winning Service
In 2005, several widely respected organizations that measure service quality recognized Brink’s Home Security for performance excellence. For the third consecutive year, J.D. Power & Associates recognized Brink’s Home Security for customer service excellence under its Call Center ProgramSM. For certification, a call center must perform within the top 20% of customer service, based on internal metrics and external measures of customer satisfaction. To qualify, Brink’s Home Security passed a detailed audit of its recruiting, training, employee incentives, leadership roles and responsibilities, and quality assurance capabilities.
Brink’s Home Security ranks as the only security company in the United Stated to earn Installation Quality (IQ) Certification from the distinguished Installation Certification Board. This highly respected organization of police, fire, insurance, security and state regulatory professionals honored Brink’s Home Security for its compliance with strict guidelines for security system installation, false alarm reduction, and customer service.
Brink’s Home Security strives to exceed customer expectations by fostering a culture that stresses outstanding service, dependability and rapid response.
Peace of Mind, 24 Hours a Day
Alarms and customer calls are handled from state-of-the-art Customer Monitoring Centers in Irving, Texas, and Knoxville, Tennessee. Using the latest technology, our highly trained monitoring representatives and customer care specialists provide “peace of mind, 24 hours a day” to people throughout North America. Brink’s Home Security information systems and online tools include:
MyCustomer. Using the MyCustomer online system, Brink’s Home Security representatives can quickly locate information about customer accounts and equipment features, as well as use diagnostic tools to respond quickly to customer questions.
Mybrinks.com. On the Brink’s Home Security customer website, people can access current account information, update emergency contacts, learn more about their home security system, review commonly asked questions and take advantage of Brink’s EasyPay™ online bill payment. The preference for self-service options is growing. More than 25% of customer inquiries are now handled through Brink’s online tools and telephone voice response system.
Handheld diagnostics. Our installation and service technicians now use highly accurate mobile handheld devices that accurately track and transmit data, and provide on-the-spot diagnostic capabilities.
Creating Customers for Life
Brink’s Home Security strives to exceed customer expectations by fostering a culture that stresses outstanding service, dependability and rapid response. This commitment to “Creating Customers for Life” is evident from sales and installation through security monitoring and customer care. To support this culture, our company founded Brink’s University in 1993 for all outside sales representatives of Brink’s Home Security. Weeklong sessions ensure a consistent, accurate training experience for our sales force. The benefits of comprehensive instruction are then shared with prospective customers through high-quality Brink’s Home Security product and service demonstrations.
Brink’s Home Security continues to cultivate a subscriber base in densely populated regions of the United States and western Canada. We target our marketing efforts at homeowners and business managers with solid credit histories who value high-quality security services.
Brink’s Home Security is also continuing to pursue growth by providing security services in the small business and commercial market segments.
Channels for Growth
Market penetration of residential alarm systems in the U.S. is less than 30%. To capitalize on this growth opportunity, Brink’s Home Security continues to invest extensively in acquiring new subscribers and developing new technology and security solutions.
In 2005, Brink’s Home Security invested more than $162 million in capital outlays, primarily to support new customer installations. Service capabilities were strengthened by ongoing investments in information technology and training. In 2006, our new Customer Monitoring Center opened in Knoxville, Tennessee. This new facility will accommodate business growth and strengthen back-up service capabilities.
Retrofitting existing single-family homes is the primary source of our subscriber growth. We are also pursuing growth through other sales channels and expanding into new markets. One example is Brink’s Home Technologies, which offers professional, comprehensive home technology solutions to homebuilders. Bundling home security and low-voltage wiring solutions makes Brink’s a convenient, easy-to-use, one-stop option. We work closely with most of the top U.S. home builders to meet increasing consumer demand for synchronized security, entertainment and communication technologies. Our experts install wiring and cabling that integrate home security, broadband connections, home theater and surround sound, intercoms, security cameras and multi-room stereo systems.
Most of our customers are served by 65 company-owned branch locations in the U.S. and western Canada. Our dealer network is also an important sales and distribution channel, accounting for approximately 17% of our security system installations. More than 100 highly trained dealers in 120 markets help us expand our footprint and leverage our national marketing programs. Brink’s Home Security is also continuing to pursue growth by providing security services in the small business and commercial market segments.
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| Brink's Home Security Revenues ($ millions) |
Brink's Home Security Operating Profit ($ millions) |
Profile:
Life Saver Awards. Earned by
Brink’s Employees Since 1998
People you can count on. Brink’s Home Security’s Life Saver awards recognize employees whose actions directly result in saving a customer’s life or preventing damage to a customer’s home or business.
At Brink’s Home Security, Life Saver Award-winning employees like Stephen George, Jennifer Lemons, Mark Cox, Rexa Dunn and Valarie Roberson (not pictured) provide rapid response and peace of mind to our customers.
Brink’s Responds:
Fire/Smoke Detector alarm
On March 6, 2005, at 9:23 a.m., Brink’s Home Security employee Valarie Roberson received a residential Fire/Smoke Detector alarm at our Customer Monitoring Center. When she contacted the home to verify the alarm, no one answered her call. Instead, she was connected to a voice mailbox. Valarie immediately notified the local fire department. Firefighters quickly rescued our customer from a smoke-filled room, where she had fallen asleep while cooking.
Medical Panic alarm
On March 19, 2005, at 1:42 p.m., Brink’s Home Security employee Stephen George received a Medical Panic alarm at our Customer Monitoring Center. While calling the home to verify the alarm, Stephen realized that our customer’s mother was in the midst of cardiac arrest. Stephen reacted quickly. Emergency medical personnel arrived within two minutes of our call, provided immediate treatment and transported the patient to a local hospital, where she received additional care before recovering.
Dedicated to rapid response
Whenever danger strikes, time is of the essence. Brink’s Home Security employees enable fire, emergency medical responders, police and other authorities to respond quickly. We are proud to work side-by-side with these highly trained heroes, and applaud them for being there when it really counts.
Brink's Home Security
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Brink's Home Security
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*Excludes impact of Hurricane Katrina