What Is POTS?
Plain Old Telephone Service, or POTS, was once the default for handling calls and transmitting fire, burglary, and medical alarm signals to central stations via a phone line system. As newer, more advanced technologies arise, such as cellular and internet systems, POTS have become antiquated. Telephone companies are no longer growing or maintaining the telephone line structure, which has led to service degradation and unreliability.
What Risk Do POTS-Based Systems Pose?
Now, POTS are considered one of the least reliable ways to communicate alarms. Customers who haven’t upgraded away from POTS are putting themselves at risk, and Dealers who sell these types of alarm systems are endangering their reputation.
Unlike newer technologies, POTS lines have a higher risk of failing due to things like construction, foul play, service discontinuation, environmental impact, or line depreciation. When a POTS line goes down, there may be no alert to inform customers that their service has been interrupted, rendering their alarm system unable to communicate. If an alarm is triggered, the monitoring center won’t receive the signal, putting customers at risk.
Customer trust is essential to maintaining a reputable business. By utilizing unreliable technology, you deliver a lower quality, less reliable service, and increase rates of attrition. It’s essential to build a strong foundation of trust, and one way to do that could be to move away from POTS. However, there are some factors that could impact your customers’ decision.
What Prevents Customers From Migrating
To Newer Communication Methods?
Cost, location, and convenience.
Many believe upgrading to a cellular or internet-based system will be too expensive. POTS-based alarm systems on average tend to be expensive, while modern systems often cut costs in half. IP and cellular systems allow you to drop dedicated landlines and cut costs associated with the service provider. This reduces recurring fees that trickle down to the customer’s bill, making the modern system less expensive in the end.
Location is also a key factor that may impact a customer’s decision. Some hesitate to upgrade due to weak cellular coverage in their area or a lack of options. Despite these concerns there are solutions that you as the alarm Dealer can offer, like Internet Protocol (IP) systems or multi-carrier cellular communicators.
IP and cellular-based systems are strong alternatives, because they are faster and more reliable than POTS lines. They check in with your central station more frequently throughout the day, while POTS-based systems are usually set up to check in every 24 hours. Quicker and more reliable communication methods ensure your customers are receiving the assistance they need during an emergency.
Finally, the perceived inconvenience. If your customers already have POTS lines, converting can feel like an added hurdle in their already-busy lives. Many customers that have a POTS-based alarm system received it as a bundle with their home phone service, and they are happy with how it functions. While this concern may be valid it shouldn’t stop your customers from upgrading.
If you’re facing any of these hurdles, here are a few suggestions to guide customers away from POTS towards more advanced solutions to boost customer service and retention.
Guide Your Customers Toward The Future
Reducing the possibility of miscommunicated alarm signals, increasing reliability, and lowering costs are not the only ways to encourage customers to upgrade. Converting to newer alarm communication methods opens the way for new opportunities, including but not limited to, video monitoring and smart home technologies. These new technologies enhance the customer experience, making it part of their lifestyle, fostering a stronger connection between the customer and the Dealer.
Your customer is comfortable with the alarm system they already have and may not know how a POTS-based system can put them at risk. How do you approach the conversation? Having a plan to encourage your customers about the benefits of a new system – less risks, lower costs, more reliability – is the first step towards an upgrade.
Here are a few ways to approach that conversation:
- On-site opportunities. Always keep equipment ready so technicians have the ability to initiate an upgrade when on a service call. Train your staff on the offerings available and your company sales pitch. If all goes well, they can upgrade the system right then and there, reducing friction and streamlining convenience for the customer.
- Create a bundle for existing customers which focuses on interactive services and includes the upgrade. Offer your customers an incentive that will enhance their alarm system experience. Incorporate features that will complement your customer’s lifestyle, such as controlling lights, locks, thermostats, and video, all in one platform.
- Offer comprehensive service. Upgrade the fire systems while doing routine inspections. Always have proper equipment on hand and be prepared with the right permits to avoid making multiple trips.
By guiding customers away from the vulnerabilities of POTS-based systems, you are not only reducing risk but also introducing them to a world of opportunities, including video monitoring and smart home integrations, that they may not have realized existed.
Taking a proactive approach instead of waiting for a problem to arise builds trust with your customers and ensures their lives and properties are protected during an emergency.
Help them embrace the change and you’ll instill long-term loyalty and retention. Remember, always be moving forward.
