Pest Control Giant Gains Better Customer Service

A Professional Service Industry Case Study
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We are a natural fit for this national pest control company that is dedicated to customer service and innovation.

Background: Orkin and Rollins

When 14-year old Latvian immigrant to the United States, Otto Orkin, started peddling rodenticides door to door in 1901, he not only started a company but a whole new industry. Today, Orkin has more than 100 years’ experience in pest control services and is a leader in the industry, specializing in protection against common pests including termites, rodents and insects. In addition to pest control, the company also offers integrated plans to help protect the whole home, including insulation and moisture control services.

Orkin is now a wholly owned subsidiary of Rollins, Inc., (NYSE: ROL), headquartered in Atlanta, Ga. and employs nearly 8,000 team members in more than 400 locations. Rollins is also the parent company of HomeTeam Pest Defense, Orkin Canada, Western Pest Services, The Industrial Fumigant Company, Trutech LLC, Rollins Australia, Waltham Services LLC, PermaTreat and Crane Pest Control.

Situation: Outstanding Customer Service Needed

As one of the world’s leading providers of pest control services, Rollins and Orkin are committed to 100 percent customer satisfaction as evidenced by its Better Business Bureau A+ rating. That commitment also extends to the safety and security of its employees and visitors at its field operations sites and multiple corporate facilities. When Rollins’ long-term contract with its previous security provider was due to expire, Security Manager Darryl Wells decided it was time to look at alternate providers who had the same commitment to customer service and satisfaction on which Rollins built its brands.

“When evaluating alternate security providers, my number one priority was to find a company that delivered outstanding service, followed closely by costs and their track record on building solid, long-term relationships,” said Wells.

Over the years, Protection 1 worked with Rollins on a number of small projects, but because of the exclusive contract that existed with another security company, the work was limited. When that contract expired in 2014, Wells engaged in more in-depth conversations with Protection 1 and visited its National Account Operations Center in Irving, Texas to get a better understanding of Protection 1’s capabilities and commitments.

“My first priority was to find a new security provider for the corporate facilities with an eye toward the future as it related to the Orkin branches,” stated Wells. “After visiting Protection 1’s National Account Operations Center in Irving, Texas, I felt very comfortable that Protection 1 could support and service both entities.”

Our Solution: Comprehensive Security, Open Standards

After a thorough review, Rollins awarded Protection 1 the contract to take over existing locations for monitoring and maintenance as well as any new installs. More recently, Rollins signed a contract for a full Maintenance Service Agreement.

Rollins deployed a comprehensive security program that encompasses intrusion detection, fire and life safety, video, access control and intercom systems. As it continues to upgrade its security solutions, it is moving from traditional platforms to more advanced IP-enabled devices and cloud-based access control, all with the help of Protection 1’s National Account Operations Center (NAOC). The center is dedicated to the support of Protection 1’s large enterprise customers.

“Another key advantage to working with Protection 1 is their ability to deliver on the latest open standards technology,” continued Wells. “My previous provider’s solutions were proprietary and costly to maintain.”

In addition to the design and implementation work that is done through the NAOC, the center also offers its enterprise customers the 1Touch Pod program. This program entails a dedicated team of four to five people who are assigned to the Rollins account, with one individual overseeing the activities. This group is responsible and accountable for all aspects of customer interaction with Protection 1, including account management, order entry, installation, service delivery, monitoring and billing. The team monitors the account every day to ensure the systems are working at peak performance and to identify trends that could potentially turn into problems down the road, making it possible for early intervention.

Rollins also signed up for Protection 1’s eSuite℠ Premier platform with PIN management, its alarm data, analytics and reporting package, to further streamline system administration. eSuite allows the customer to view data, including open/close schedules and reports, detail of alarm tests, incidents and alarms, change open/ close schedules, request a service call and much more.

“I was particularly intrigued with the eSuite solutions since they gave us the ability to allow our branch managers to access their sites online and manage the day-to-day activities from just about anywhere,” continued Wells. “Through the 1Touch program, Protection 1 assigned a representative who helped me learn the new systems and train the managers, which is something I would not have been able to do on my own.”

Bottom Line Result: Improved Service & Support and Upgraded Technology

Since converting all systems to Protection 1, Wells says Rollins has seen a dramatic increase in customer service and support from Protection 1. With the help of the engineers at the NAOC, Rollins is also able to upgrade its technologies to the latest in the industry, increasing the safety and security of its employees and visitors while reducing operating costs in many instances.

“After more than 20 years in the business, it is a wonderful feeling to partner with a company that delivers quality service, stands by its pricing and is there to assist you whenever you need it,” concluded Wells. “The opportunities with Protection 1 have no limits as we continue to grow both domestically and abroad.”

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