Bringing the Voice of Sales to ISC West
To truly understand what sets Orion Entrance Control, Inc. apart, you need to hear it from the frontline.
Welcome to the debut of Voice of Sales, a new series dedicated to our sales team who turn complex security challenges into seamless architectural realities.
For our first episode, we sat down with Erica Duncan, our Northeast Sales RSM, who shared invaluable insights into what drives customer decisions in a competitive market. Discover her perspective on why customization beats off-the-shelf solutions, the critical role of US-based, human support, and where the biggest growth opportunities lie for entrance security in the Northeast region.
Tell us about a recent “wow” client experience. Is there a particular project or interaction that truly highlights our success?
I am lucky to stand behind a great product and, more importantly, blessed to stand next to an amazing team.
With that said, I am so very fortunate to hear, time and time again, that Orion is extremely responsive, easy to work with, offers a high-quality product, and is always dependable. I know that’s not a single success story, but it is something that I never get tired of hearing. And something I am lucky to hear so often.
Is there a specific Orion product you especially enjoy discussing with prospective clients, and why?
For me it’s less about presenting a specific product and more about listening and learning exactly what the site goals are.
Whether a site currently has SpeedGates installed (that may be in need of replacement) or this product solution will be a new addition to their space, both functionality and aesthetics typically play a part in initial conversations. Taking the time to hear what is deemed important to the end user is crucial and is by far one of my favorite parts of my job. When I understand the client’s goals, I can then truly begin to recommend an Orion product solution that will satisfy their wants and needs.
How does Orion’s operational structure specifically mitigate customer risk and ensure superior, hassle-free support?
I will say that working for a company that is based in NH, and managing the territory in which production is actually occurring, is a wonderful position to be in.
When I say to a customer that their product is being manufactured ‘up the road’ I quite literally mean that. When I tell people that they are always welcome to come visit the factory – see the facility, meet the team, view and test product – they can easily, and often, take me up on it. There is definitely something to be said about being able to meet the people behind the build and speak face to face with several of the individuals that will pick up the phone if questions arise or support is ever needed.
Additionally, when the unexpected arises, being able to ship out standard replacement parts almost immediately, and with the ability to deliver next day, Orion products can be back up and operating with minimal downtime.
How do you navigate conversations when selling customization, and what are the main USPs you emphasize that set Orion apart?
I make it a point to explain right out of the gate that Orion products are not ‘off the shelf’ solutions. Each project is built to order, allowing the site to personalize their SpeedGate system by choosing from several ‘Standard Options’. Lane widths, shape of the system, glass height (where applicable), top color, reader location, lane status indicators…. All choices one can make without any impact on cost.
Of course, we are always happy to implement custom finishes if preferred. Our in-house engineering and design flexibility make these requests easy to accomplish.
I will admit, all of these choices do make for a bit more work on the front end but, when all is said and done, the SpeedGates will look as though they belong within the space and will not appear to have been an afterthought.
Additionally, our Infinity software (which offers not only lane control functionality but also layers of lane diagnostics for service and support, as well as useful product and building data – via alarm reports and occupancy details) and DoorGuard (a lidar based overhead occupancy and tailgate detection system) set Orion apart.
All of these Orion products (SpeedGates, DoorGuard and Infinity) help enhance building security and can assist in maximizing building efficiencies.
Thanks to Erica for sharing her unparalleled expertise from the field!
Her insights confirm that the Orion difference is built on customization, unwavering support, and local accessibility.
Stay tuned as we bring you more valuable insights from our sales leaders who are driving partnerships and shaping entrance security solutions across the country.