Redefining the Customer Experience with Convergint’s ESRM Site Assessment Initiative

I come from an IT background with experience at a major IT hardware manufacturer, specializing in infrastructure components like routers, switches, servers, and data storage. Before joining Convergint, I spent five years at a research provider, where I took a consultative and strategic approach to IT, working closely with senior executives to integrate IT as a business enabler. This involved collaborating on various aspects of IT, including applications, hardware, software implementation, and migration.

In my four years at Convergint, I’ve held roles such as account executive and sales leadership positions. I then transitioned into the digital transformation team and currently work in the sales enablement team. I’m particularly passionate about Enterprise Security Risk Management because it goes beyond technology, focusing on outcomes to reduce incidents. It’s a methodology I believe in, and I’m excited that our sales organization is becoming ESRM certified, aligning with our commitment to its principles.

ESRM is an industry-standard framework that wasn’t developed by Convergint but rather originated from a broader industry perspective. It is a structured approach to security management that places responsibility for security decisions with asset owners rather than solely relying on security teams. In essence, security professionals serve as guides and supporters, assisting asset owners in making informed risk management decisions.

ESRM takes a holistic view, emphasizing the importance of people, property (both physical and intellectual, including information), and brand reputation. This approach extends to safeguarding occupants, residents, visitors, customers, and employees. It encompasses various sectors such as finance, utilities, data centers, healthcare, SLED (State, Local, Education, and Government), and more. ESRM’s versatility makes it applicable to a wide range of organizations by focusing on protecting individuals, assets, information, and reputational integrity. This comprehensive approach ensures that organizations can tailor their security strategies to effectively address their unique challenges and vulnerabilities while aligning with industry best practices.

ESRM certification and our initiative build trust and credibility with Convergint customers by providing a consistent approach. Regardless of who they talk to at Convergint, clients can expect the same structured process, ensuring reliability.

ESRM’s unique focus on assessing incidents and their impact sets us apart in the industry. We prioritize incident reduction to enhance safety and improve our clients’ brand reputation. This approach fosters trust by showing our dedication to our clients’ business outcomes and their goal of becoming the safest facility in their area. Unlike competitors who emphasize technology, we prioritize results and customer satisfaction.

ESRM certification and our commitment to security and risk management positively impact customer satisfaction by shifting the conversation from technology to outcomes. Instead of just offering new gadgets, we focus on helping customers become the safest in their region by reducing incidents. This approach provides a clear return on investment through safer environments and meaningful results, enhancing customer satisfaction as we address their security needs and broader goals. It’s about understanding the “why” behind security solutions, aligning them with specific risks and incidents, and delivering tangible value to our clients.

The ideal output of an ESRM site assessment is to establish a clear and robust technology roadmap. This roadmap should identify the gaps in the current security infrastructure, pinpointing what is not in place that allows incidents to occur. Once these gaps are identified, the focus shifts to implementing the necessary technology to effectively reduce incidents.

In essence, the key outcome is a comprehensive understanding of the current security landscape, including incident patterns and the vulnerabilities in the existing security measures. With this knowledge, organizations can make informed decisions about where and how to deploy technology to mitigate risks. Ultimately, the goal is to achieve a substantial reduction in incidents, ideally up to 100% in the best-case scenario, thereby enhancing safety and security within the facility or organization and increasing brand reputation.

To start an ESRM site assessment, customers can reach out to us at no direct cost. The assessment involves a layered approach, beginning with the property perimeter and moving inward to evaluate various security layers. Our account executives work with customers to identify incidents, their locations, and their impact on the business.

Instead of solely documenting existing security measures, the assessment highlights gaps in security infrastructure. We propose solutions to address these gaps and reduce incidents effectively. By strategically adding technology where needed, we enhance security and safety.