In December 1972, Sonitrol Great Lakes began providing electronic security services to the Detroit Public Library system.
Now, 46 years later, the relationship endures like a well-read novel. The Detroit Public Library (DPL) ranks as the nation’s 4th largest public library system, with its Main Library located in the city’s cultural district and 23 branch locations across the city.
Talisha Williams, Detroit Public Library’s assistant director of security operations, and Shonte Crafts, Sonitrol Customer Account Specialist for the library system, reflected on the many years of protection and customer service. Here are some excerpts from a recent conversation:
Q: How would you describe the longtime service provider / customer relationship between Detroit Public Library and Sonitrol Great Lakes?
Williams: I think the relationship is a great one. The service requests are addressed promptly, and every person I speak to at Sonitrol always has a great demeanor and professional attitude.
Crafts: We value all of our customers and strive to maintain a long-term, happy relationship. We listen to their needs, provide assistance, and follow up to ensure all requests were handled to their liking. I like to think DPL is aware of that and is the reason they’ve been a customer for so long.
Q: What special qualities does Sonitrol Great Lakes bring to enhance safety and security at the DPL system?
Williams: Sonitrol is very reliable. We have a lot of assets at our branch locations, although many people may not think so. We’re secure in knowing that a working and reliable system helps to safeguard our buildings. Not that it deters all criminals, but it does provide a type of deterrence for some would-be criminal activity.
Crafts: I agree with Talisha. Our alarm equipment and our professional staff are very reliable, which is quite important when it comes to security. We’re in your building when you’re not. It’s a great feeling knowing it’s protected when you’re not here.
Q: What are the types of safety and security services Sonitrol Great Lakes provides to DPL and its various branch locations?
Crafts: DPL has Sonitrol’s unique audio verification. This protection allows us to assess an alarm, confirm that it’s a verified alert, dispatch police and give real-time verification to officers responding to an alarm or classify it as a non-dispatchable alarm. This helps to reduce the amount of false alarms and provides faster police response. In addition, we provide fire alarm monitoring for their main library. Our operators in our central station in Grand Blanc are on hand 24/7 to assist with professional monitoring at all DPL locations.
Q: Detroit Public Library recently made the switch – your third technology upgrade – to Sonitrol’s wireless security system. What qualities / features sold it for you?
Williams: What sold me on this latest technology is a more reliable signal. We had constant phone line service provider issues, with some issues taking weeks before being resolved. I was also sold on the ability to arm and disarm the system remotely. Too many times we have had to send our contract security company to one of our locations not being armed. The charges for these runs coupled together started to become such a large amount until I decided not to dispatch them. Going wireless has also been a great (cost) savings.
Q: How would you describe your relationship with Detroit Public Library?
Crafts: I’ve been with Sonitrol Great Lakes for almost 15 years and working with Talisha has been amazing. She’s on top of all the security systems at DPL and effectively has communicated her wants and needs to ensure Sonitrol meets them to maintain the healthy business relationship we pride ourselves on.