We are continually committed to serving you and your customers. Our own teams are equipped to work remotely as needed to provide you with the highest in professional service, and we’ve curated a wealth of resources focused on remote success to help you do the same. Don’t hesitate to reach out to your Account Executive or our C.O.R.E Support Team with any questions or suggestions.
Keep your teams educated with online learning opportunities.
We’re offering several live webinars per week, covering a range of topics – from remote troubleshooting and support resources to new products and customer best practices. Webinars are open to all Alarm.com partners. Follow the links below to enroll on the Academy Online. Note: Your Account Executives and Partner Success Executives may be hosting webinars exclusively for your territory as well. Look out for emails from your team for details.
Get the skills and knowledge necessary to help customers with attentive support and walkthroughs of our remote tools.
Alarm.com Partners are invited to join us as we take our award-winning Academy Tour program virtual! Participation is highly encouraged as we utilize breakout sessions to provide an interactive learning experience with a 4:1 student to trainer ratio.
This full-day, complimentary education experience includes two sessions with an hour lunch break. Register for each session independently.
Morning Session: Remote Troubleshooting: Learn how to mitigate support costs by leveraging the Remote Toolkit and how to make necessary adjustments to customer accounts without having to roll a truck.
Afternoon Session: Video & Z-Wave Troubleshooting: Learn how to diagnose and resolve Video and Video Analytics challenges remotely and how to use our latest Z-Wave network tools to troubleshoot Z-Wave issues.
Registration is open to partners in select states. See below for your eligible date and register on the Academy Online! For questions about any of the sessions, contact your Account Executive.
Take on-demand Alarm.com Academy Online sessions to refresh your skills. Though most security professionals are still considered essential employees right now, you still might find yourself with some downtime during this uncertain period.
The Academy Online offers you on-demand online training courses from your computer or mobile device. Whether you’re a technician, a salesperson, or a marketing professional, we have courses designed to help bump up your skills, educate you on our product offering, and provide best practices for helping your business thrive and grow.
Get Certified: Keep your credentials up to date with certifications through our Alarm.com Certified Technician program. Earn Academy Maintenance Units (AMU) on the Academy Online before your two-year certification expires.
Check out our recorded roundtable webinar where we discussed strategies to succeed in these challenging times.
Partner panelists from across the U.S. shared how their businesses are adjusting sales and installation techniques, maintaining LTE upgrade momentum, and empowering employees to offer unparalleled service.
Ensure your operations continue running efficiently.
Did you know you can help customers install video and Z-Wave devices themselves? Customers can launch intuitive, step-by-step installation wizards from the Customer Website or customer app to self-install home automation and video devices.
The Add Device Portal can help save time and money on truck rolls for individual camera and Z-Wave device installations while customers enjoy the convenience of self-installing devices.
For more information, see Add Device Portal.
The Remote Toolkit is a central location to assess a customer’s situation and find the command you’re looking for.
Using the Remote Toolkit, you can:
For more information, see Partner Portal and MobileTech.
This feature on the Partner Portal and MobileTech lets you quickly access Knowledge Base articles and information regarding products compatible with the Alarm.com ecosystem. The Device Directory contains device images, installation guides, troubleshooting guides, data sheets, and links to all device-related Knowledge Base articles.
For more information, see Device Directory.
Looking for notes from previous installs or service appointments? Device Notes are your go-to.
When trying to reduce truck rolls and troubleshoot remotely, visuals are a helpful tool to save time and prevent miscommunication. With Device Notes, reps can save images to a customer’s account that are available to anyone with access. For example, reps could save images a customer sends via email, a photo from a previous service call or even a snapshot of a hand-drawn sketch highlighting certain parts of the device in question.
To add Device Notes:
For more information, see Add Device Notes on the Partner Portal or MobileTech.
A Sensor Walk Test can be initiated from the Partner Portal or the MobileTech app and helps determine if the panel’s security sensors are properly configured and positioned. Triggering a sensor device during the Sensor Walk Test shows if the sensor is triggering and reporting correctly.
For more information, see Sensor Walk Test.
Trouble Condition History helps you see if there are recurring issues. Check the full list of Trouble Condition documentation for helpful tips on resolving specific issues.
Try setting up real-time alerts and/or daily trouble summary reports about events and trouble conditions for your customers. You can select which type of notification you want for each event. Another helpful tip is to manage recipients for the event types on the Real-Time Alert Subscribers and Daily Trouble Report Subscribers.
Leverage our sales resources, wherever you are.
Explore our virtual sales tools below to identify new strategies to keep your business moving. These tips and tools will help you empower and support customers when you can’t be on-site.
To learn more and get started with Upsell, watch this tutorial video or reach out to your Partner Marketing Representative.
Stay connected to your customers and prospects remotely.
Customer Connections provides a straightforward, highly efficient way of staying connected with your customers and highlighting the products and services you offer. Customer Connections messages encourage your customers to adopt best practices and send referrals your way.
Customer Connections is broken down into 3 main campaigns designed to engage and upsell your customers while generating new business. Watch this course on the Academy Online to learn more!
Podium is a multi-product platform that gives businesses and their customers the most convenient experiences possible—from reviews and payments to messaging and feedback.
Centralizing and efficiently managing your remote customer interactions is more important than ever. With Podium, you’ll be able to manage and respond to every message across multiple channels, all from one platform. And you can focus on building up your online reputation to drive more inbound leads.
Alarm.com has partnered with Podium to offer our service providers exclusive rates to these services. If you’re looking for a platform to better connect with your customers and team, we recommend you give it a try.
Listen to the Tips & Tools Podcast episodes on Remote Support.
Stay up to date on everything Alarm.com has to offer with our Tips & Tools Podcasts. Quickly search for key tools and features that will help you more effectively support your customers.
Check out some our favorite episodes below. Listen on the Partner Portal or MobileTech app.
We’re here to help you navigate current challenges with COVID-specific news to know, industry updates and more.
“Video Monitoring & COVID-19” (SDM): Video monitoring is primed to help businesses navigate COVID-19
“Millions of Americans Have Moved Due to Coronavirus” (Bloomberg): Millions of Americans have moved since the outbreak began, and a majority did so in order to reduce the risk of contracting the virus. The data provides more evidence that the long-term trend of moving away from large cities will be accelerated by COVID-19.
“Housing Hardship Index” (Bankrate): BankRate’s housing hardship index sheds light on which state economies are being hard hit and which are continuing to return to growth.
“UL Sets Guidelines to Address Working From Home” (SSI): UL releases guidelines for monitoring of systems from a home office/remote working environment.
“Alarm.com Adds Push Notifications to MobileTech App” (SSI): The new feature helps technicians stay up-to-date on the latest account information during customer visits.
“Home Builders Enjoy Covid Immunity, For Now” (Wall Street Journal): The National Association of Home Builders reported that its housing index jumped to 78 in August from 72 in July. This is the highest level since 1985.
“The Benefits of Whole Home Control & How to Profit Off Them” (SSI): This article covers the benefits top user interfaces for today’s smart home have to offer, including user features, security and automation functions, ease of installation and more.
“How Home Automation Can Keep Homes Sanitized During the Pandemic” (SSI): Thanks to features like geofencing and Bluetooth disarming, today’s control panels can allow for a completely automated and touchless home experience.
“Trump signs extension of PPP small business coronavirus relief fund” (CNBC): The PPP began accepting new loan applications again as the program was extended to August 8.
“What’s Next for PPP?” (Inc.): Inc. provides an overview of new stimulus measures under consideration and what small and medium businesses should be watching for.
“Fed Extends Emergency Programs on Eve of July Policy Announcement” (New York Times): The Federal Reserve extended most of its emergency lending programs by three months, through the remainder of 2020.
“Small-Business Owners: Don’t Forget Special Pandemic Tax Breaks” (New York Times): The WSJ provides an overview of the pandemic related tax breaks that small businesses should take advantage of.
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