Five Questions With: Brian Fabiano

Brian Fabiano, chief operating officer for Alliance Security in Warwick, talks about the company’s focus on smart technology, from security systems to thermostats, and how it is embracing online reviews as a way to improve customer service. The national company has approximately 135,000 customers in 46 states, and also has a satellite office in Dallas.

PBN: Tell me how Alliance Security is using online reviews to improve the customer experience.
FABIANO:
Generally speaking at Alliance, everyone’s focus is to provide an exceptional customer experience in everything they do. When you have 500 dedicated team members who each believe in giving their all in everything they do – you can accomplish some pretty amazing things as a company. We now have this really great company, whose sole purpose is to make our customers happy, and I wanted a way to show this to anyone interested in smart home security. I can write about it in marketing, make videos about it, and “brag” about how great we are, but I think that’s insincere. All companies say they’re great, but it only takes a quick Google search to see the truth. I wanted to show people the truth behind our claims, directly from our customer’s mouths. Trustpilot (an online review platform) seemed like a great way to do this. It’s simple to use, unbiased and transparent. Nothing is filtered – a customer writes a review and everyone sees it. We like that at Alliance. We’ve always believed in being transparent.

PBN: How long has the company been in business?
FABIANO:
We’re celebrating our 12th year protecting and upgrading homes. Our industry is very tough to stand out in. At the end of the day, you have hundreds of smart home and security companies using the same technology that we do. So standing out with technology is tough. But at the end of the day, consumers want more than just the best technology (which we have) – they want a company they can depend on for proper installation, support and service. Those are the areas that most companies cut corners in because honestly, it’s expensive and hard to develop. These areas are where we direct our focus. We invest a lot of time, research and training into these areas and our customers thank us for it. You can have the latest and greatest smart home system, but if it isn’t installed correctly, you aren’t properly educated on what it can do, and you have to wait two weeks to have it serviced. As a result, you have a really positive technology turn into a negative experience.

PBN: What are people most interested in today … home security or something else?
FABIANO:
Smart home technology is generating a lot of excitement with our customers. Unfortunately, most homeowners do not think about protecting their home with security until there is a trigger event — for example, a break-in, an emergency in the home, moving into a new home, having a child, etc. It is unfortunate these things usually need to occur before homeowners see the importance in getting their home protected. Far too often, our systems are recognized simply as a burglar deterrent; however, this could not be further from the truth. Our systems protect from fire and carbon monoxide, and we also offer medical pendants, freeze and water sensors, and much more. Protecting the home goes well beyond burglary, and we really protect the entire house from many common emergencies. With our newer smart home technologies, we now see homeowners very interested in simplifying their lives and being able to keep in touch with their homes and their families. These smart home technologies are perfect additions to a modern family’s lifestyle.

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PBN: What are some of the new technology initiatives the company is offering?
FABIANO:
We are really excited about being a leader in smart home technology. We began as a security company, and now offer not only the best in home safety but also the latest smart home technologies. Powered door locks, smart thermostats, cameras, lights, and much more. These systems really enhance your life. They keep you in touch with your home and your family. They let you know when your kids are home safe from school, they let you unlock a door for a neighbor from anywhere in the world, they turn up your heat when you leave work. Our systems aren’t gimmicky; they become part of your lifestyle and really make a difference.

PBN: How has online crowdsourcing contributed to Alliance Security’s business performance?
FABIANO:
It has been fantastic. Consumers turn to the web for information on everything they do. Being able to show reviews, that are literally hours old, to people researching us is very powerful. And because we receive reviews from new installations, service calls and customer service phone calls, you can really get a sense of what it is like to be an Alliance customer. We are currently a 9.7 (out of 10, 10 being the best) on Trustpilot with close to 1,600 reviews this year, and are ranked No. 1 in home security. I can tell you this: running a company our size at that level is pretty amazing.

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