A customer success story: With Kings III’s help, a leader in the storage industry upgraded their emergency telephone systems to cellular lines nationwide. See the process and the resulting benefits.
As with most systems, emergency telephone needs can vary quite a bit by industry or property type. For example, storage facilities face a unique set of safety needs that are not even on the radar for many other types of properties. In addition to this, and as compared to other property types, a higher level of efficiency and organization is often expected — as those that utilize the space entrust the facility to keep track of their valuables and those that manage the space want to do so in an orderly way that makes the most productive use of their space. We find that these factors are often what shapes emergency telephone system expectations for those who manage such properties. They need something that will provide ample and full protection that they can easily identify and account for without creating extra chaos and redundant costs and/or interfering with other systems.
Extra Space Storage has worked with Kings III Emergency Communications to meet their emergency telephone needs such as the ones mentioned above — and recently, they have taken it a step further. As a leader in the industry, Extra Space proactively recognized a need for a migration away from landlines – particularly among safety and security systems. Addressing this trend ahead of the curve is allowing them to roll out an improved emergency telephone system in an efficient, methodical and holistic manner. They could do so without rush, leaving less room for errors. They also knew from their past experience with Kings III that moving to a cellular solution could provide phone line costs savings as well. In working to outline the project, Extra Space needed a replacement that:
- Would not become outdated for the foreseeable future
- Would cause as little interruption as possible to service
- Would utilize existing Kings III emergency telephones that were already in place
- Could be uniformly implemented and maintained across the almost 700 sites that Kings III handles
- Would provide the same level of service and reliability that they had grown to expect from our Kings III telephones
So, they consulted us.
At our simplest, Kings III offers an emergency help phone solution that universally benefits all types of properties in both the commercial and residential space. While our offering remains the same, the way we customize, install and implement our solution is not a “one size fits all” type of thing. Rather, Kings III works with our customers to execute our services in a way that makes sense for them and their properties. Please see below for a description of our current endeavor that we are working on with Extra Space Storage involving the elimination of their POTS (Plain Old Telephone Service) lines, most commonly referred to as landlines.
We have been working with Extra Space Storage for more than ten years. We were providing emergency elevator phone monitoring for a single storage facility location when they were acquired by Extra Space. Management at Extra Space was impressed with the value the Kings III service brought to that location and we began talks to roll the service out across their portfolio, essentially standardizing a consistent emergency response protocol across all buildings.
We now handle emergency communications at almost 850+ of their sites with 1600+ phones. These sites fall under three categories:
- Real estate investment trusts (REITs) – 330+ of the sites are owned and operated by Extra Space.
- Joint venture site locations
- Third-party management locations
During this 10 + year partnership, we have worked to maintain a level of organizational efficiency that is often difficult when handling multiple sites. Kings III is proud of our ability to streamline our services across entire portfolios. Our Client Relations and Service teams communicate regularly with one another and with the customer to set expectations, allow for an understanding of the company’s organization and create a personalized uniformity of experience across the board when it comes to how to implement and host our technologies. An example of this increased streamlining process includes us providing Extra Space Storage with regular “Tied-Into Reports”, identifying which specific phone lines are being utilized for emergency communications purposes across all sites.
Extra Space Storage was thinking long term and saw the importance of getting a head start against the pending sunset of landlines. They recognized the additional benefits that would come naturally alongside this endeavor and in early 2017 started working with us to tackle the project.
Of course, we all know there is more than one way to “go wireless”. Extra Space sought our expert advice to determine what method would make the most sense for their desired objectives and purposes. What would provide the same reliability as the landline while withstanding the test of time?
We worked together to identify a solution that would best meet their telecom goals and best-fit emergency response needs. One potential solution that was top of mind for Extra Space and is often top of mind in commercial real estate was the use of Voice over Internet Protocol (VoIP). While VoIP is often a viable option when it comes to eliminating landlines, we did not see this as the best fit involving their emergency communications — for the following reasons:
- Network Security: VoIP requires certain ports open to enable two-way communication, creating a security vulnerability.
- Customer networks are not generally Emergency Critical class, so outages are more likely vs. using public switched telephone network (PSTN).
- VoIP requires bandwidth guarantee for voice throughput.
- There were no Service Level Agreements for Extra Space Storage’s local networks.
- Using VoIP would transfer additional network maintenance to Extra Space Storage.
- It increases difficulty and involvement of client IT resources to troubleshoot emergency phones.
In addition to the above, with Kings III’s LTE cellular solution being deployed in nearly 50,000 customer emergency phones (and growing), we could vouch for the success and efficacy of using cellular. Why cellular? When customized for emergency use, cellular is the most viable solution to eliminate landlines. Cellular allows for 24/7 monitoring without giving a third-party access to the network and having to rely on Internet connectivity for service (an imperative in emergency situations).
Extra Space decided to move forward with this proposal, and Kings III began to work with the company’s procurement and energy/utilities management team to build out an upgrade schedule. We broke the project into phases, starting with all REIT sites. This included all proper testing to ensure reliable service and a successful, repeatable upgrade path. We have recently completed this process with all REIT sites and have begun the line switching project on Joint Venture and 3rd party management locations. With the completion of REIT sites alone, we estimate that Extra Space will see around $100,000+ annual savings through the elimination of landlines. Most importantly, Extra Space will be able to realize their goal of eliminating all POTS lines with no service interruption or interference with other internal technology systems they have set in place.
This may have not been so seamless had we not worked together diligently and thoroughly during the planning and implementation process to organize a phased rollout that would make sense and to carefully test each location to ensure the new system’s functionality.
We are impressed with Extra Space Storage’s foresight and are grateful to have worked with them to pioneer a viable solution that addresses the future of telecommunications and allows for more efficiency and cost savings on a large scale. We look forward to seeing the project through to its final results and are excited to help them further solidify their leadership within the self-storage industry.
Future-proofed emergency phones
Seamless, customized, comprehensive transition
$100,000+ annual savings
Don’t Just Take it From Us…
We received a call from a property of ours in Merritt Island, FL. The call was from a distraught child who came to the pool phone at his apartment to report that his mother was not feeling well. The child reported that his mother was not able to move and had low blood pressure. The son was very upset about his mother’s health and our Emergency Dispatch Center Operators did a wonderful job keeping him calm and dispatching emergency services to provide help.
A resident at the property came across a young child inside the elevator with no parents. The first operator escalated to a second operator for police assistance, while the first operator gathered additional information. The resident rode the elevator to each floor looking for the child’s parents, and upon finding the parents, the police dispatch was canceled.
We received a call from a gentleman advising that he had found a 30-something-year-old male inside the elevator that had collapsed and appeared to be having a seizure. The call was escalated to an EMD-certified operator to handle the EMS call, while the first operator dispatched authorities.
Operator #1 received a call from the office pool phone advising that they had been beaten up by their spouse about 30 minutes ago inside their apartment. They said that they were hit in the face and unable to open their eyes. They had gone to multiple neighbors asking for help, but nobody would call 911. Operator #1 escalated the call and Operator #2 dispatched PD & EMS. Operator #1 stayed on the line with the caller until they stopped responding.
Operator #1 received a call from the office pool phone from a 19-year-old female requesting EMS. The female was at her apartment complex gym and had a 45lb weight fall on her ring finger (with a ring on it) while she was trying to rerack the weights. Operator #1 escalated the call to Operator #2 for AEMD due to the female advising that she was losing circulation. Operator #2 gathered the information and escalated the call again for dispatch.[read more] Paramedics were dispatched and the 911 operator did reassure the caller that she could lose circulation for 6 hours before anything happened, so she was going to be ok.[/read]
We received a call from a property of ours in Pensacola, FL. Management advised us that a 73-year-old female resident tripped while going up the steps to the office/clubhouse. Her head was bleeding from the fall. Management went directly to our phone instead of calling 911, even though the phone wasn’t right next to where the resident was. Our first operator stayed on the line with management to gather any updates while a second operator dispatched EMS.
We received a call from a help phone at our customer’s property from a 15-year-old youth who ran away from a home he had been placed in. He just jumped on a bus and took it to a location he didn’t know. He arrived in Wichita, KS on a bus at 3:10 PM and wandered around until midnight, until he felt the need to call for help.[read more] We were able to send help his way by dispatching the police to his location and notify the appropriate personnel at the property so they were aware of the situation. [/read]
We received a call from an apartment complex. A resident who had just had surgery had collapsed in their apartment and her husband called the front office for help. The site manager called 911 but the line was busy. They then used our pool phone to call us for help and we were able to contact emergency services and get help on the way.
We received a call from a senior living center where a caller was using a pool phone while having a mental health emergency. When our Emergency Dispatch Center called the property, the property replied that this was an elderly person who was off their medicine, and the staff was unable to help her due to another emergency. Our operator team went above and beyond and called police and EMS services, who also said[read more] they couldn’t help since the caller was declining emergency services. The EMS team suggested calling the Austin mental health crisis line. While it’s not part of our protocols, the EDC team did the right thing and took the initiative by following the EMS recommendation. They conferenced in the mental health line and kept the line open so that the caller could speak with them and get this woman some help.[/read]
Two callers, one male and one female placed a call from a pool phone in Connecticut, advising our operator that they had been walking down the street when a lady came to her front door and asked them to call 911 for her because she doesn’t have a working phone inside her residence and she wasn’t feeling well. This lady lives next to a community pool, so the couple[read more] walked down to the clubhouse and used the pool phone to call us. Another great example showing that our phones are not just used for emergencies related to pools and elevators. [/read]
A caller from Wichita Falls went to her friend’s house, Debbie, for a visit. When the caller approached the home, she found that the door was open. Inside she found Debbie with her head and knees in the tub, stiff and cold to the touch. The caller went to the office pool phone to call us for help. The caller stated that Debbie was an alcoholic and she wasn’t sure if she had[read more] been washing her hair in the tub or if she had passed out due to alcohol consumption. EMS was dispatched immediately and EDC supervisor Emily stayed on the line with the caller and gathered information. The caller refused to check for a pulse, advising that Debbie was beyond her help and needed EMS. We helped her to remain calm and know that help was on the way. [/read]
Our emergency dispatch center supervisor received an emergency phone activation from an elevator in Lauderhill, Florida. The caller told Emily he had been shot and needed police and emergency medical services. The only information Emily could get was that he was on the 1st floor and he wasn’t sure if anyone else had been hurt. He stopped responding after providing[read more] this information. He was conscious and breathing when he first called, but his speech started to slur before he stopped responding and it was unclear if he had exited the elevator or if his condition changed. The EDC immediately dispatched and passed on his location information to emergency responders. [/read]
Kings III received a call from the pool phone behind the clubhouse from a gentleman advising that there was another male in his 60’s had fallen in the parking lot out front and hit his head on a parking block. The male was bleeding from his head and the only way that he was able to call for help is through the pool phone. The wife stayed up front with the male and the gentleman[read more] that found him ran to the back of the complex and used the pool phone to call us. [/read]
A Kings III operator received an activation from an Office Pool at 3:20am and connected with a female that was clearly under the influence. It was evident by her speech and the lack of her being able to answer our questions or tell us what was going on that she needed assistance, so the operator continued to ask probing questions to ensure he did what he could. The female declined[read more] our offer to call her children or her husband and said that she would call her husband herself. The operator disconnected the call and within a few minutes, we received another activation. This time another Kings III operator received the call from the same female. This operator provided suggestions and offered assistance to which the female advised that she had tried all those ways to get out, but the gates were all locked and her key fob wasn’t working. The operator again offered to call her husband for her because she was unable to contact anyone from the property. The female gave the same numbers, but in many different sequences, so Kim had to clarify many times in order to get a working #. Our operator exhausted all management contacts and the female’s husband, ultimately ending with a Fire dispatch to assist her out of the gated pool area. This call was very early in the morning, and it ended up that the female did not have her cell phone with her. Had the property not had a Kings III phone, there is no telling how long she would have had to stay locked in the pool area before someone discovered her. [/read]
A Kings III operator received a call from a pool phone. The male and female on the other end of the line advised that they had been walking down the street and a lady that lives at 14 Swan Lake Trail came to her front door and asked them to call 911 for her because she doesn’t have a working phone inside her residence and she wasn’t feeling well. The couple walked down[read more] to the Clubhouse and used the pool phone to call us. [/read]
To me, trust with vendors is so important. I need to be able to take care of my customers without any concern. With Kings III, I don’t have to think about my elevator phones. This gives me so much peace of mind. I can walk away and know that my tenants are going to be okay just knowing they will be on the other end of the line, and that they can do more than just contact someone to respond to an issue, including help with medical issues. I’m always blown away at the capabilities of Kings III’s call center.
My experience with Kings III was a positive one from start to finish. A Kings III account rep answered my initial phone call without me having to leave a voicemail (a definite plus). From there, the service department was great at identifying my emergency phone needs and creating an appointment, making sure everything was set. The technician showed up and clearly knew his job. He was polite, efficient, and got the job done quickly without problem. He was even polite to a customer who needed the elevator! Couldn't be more satisfied with the service.
Initially working with Kings III was more about the cost savings. Then one month into my contract, an emergency occurred. A car accident took out a local transformer, turning my building dark for 8 hours. Three ladies got stuck in an elevator (in 106 degree-weather) and used the elevator phone. Kings III dispatched 911 & called me with a status update. Calmly, the operator explained what happened and steps being taken. Our tenants were out of the elevator in 6 minutes. My sales rep even reached out to make sure I was ok. That’s service you don’t see anymore.
One of our tenants recently got stuck in the elevator during a full building electrical shut down and was able to use the emergency phone to call the dispatcher, who then called our security guard, who then notified our engineer to restore power so we could bring the elevator to the ground floor. All in less than 15 minutes! If we didn't have Kings III in place, she could have been stuck in the elevator for several hours (if she had her cell, she may have had to call 911 which would have wasted valuable first responder resources to make a trip to the building.)
Executive Elevator, Inc. has been a partner with Kings III for several years. With exceptional customer service, reliability and expertise in their field, they've proven their professional capabilities many times. We've referred several customers to Kings III for emergency phone monitoring with outstanding results every time. The security of knowing every emergency call is being handled by a specialized emergency dispatch center with seamless efficiency, gives us and our customers the peace of mind that's rare in the world of elevators. We highly recommend a Kings III partnership.
I’ve always had such a seamless and reliable experience with Kings III that if we acquire a property that doesn’t already utilize them for their emergency phones, I really just don’t get it. To me, it seems like the most obvious solution. In fact, in the past, I have been worried about having some trouble with our elevators, and even my staff told me, “Believe me, we have Kings III. We’ll get it up.” It’s clear that Kings III’s reliability is well-known.
For suppliers, if I'm not thinking about you, you're doing your job. And I don't think about Kings III. There are 3 vendors I don't hesitate at all to refer to industry colleagues and Kings III is one of those.
With Kings III, I'm no longer left wondering if my communities will be able to get someone on the phone if there is elevator trouble. How do I know? I test it, and it works! They have provided me with peace of mind at my communities.
When choosing Kings III, the real sale for me was their reporting and conversation recording ability. This is definitely a system I recommend for our properties throughout for cost savings and liability concerns.
I am happy to recommend the high-quality services of Kings III Emergency Communications. I personally have been using Kings III for over ten years to manage the emergency lines of over 15+ multifamily assets with RAM Partners, LLC. I have always been completely satisfied with their performance and appreciate our working relationship. They do an excellent job, from initial install all the way to the account reps we work with. They are always very responsive with 24-hour services, and offer competitive rates in the market.
The largest takeaway from using Kings III elevator phone service is the language proficiency. In Orlando, we have a diverse melting pot of culture. Our office park houses numerous governmental agencies and businesses that service our culturally rich city. In the event of emergency, we need a quick response and efficient communication. The technicians who service our property are also great! They are very professional, courteous and great communicators.
Jones & Jones Communities put our residents safety as a priority at all our properties. Kings III has played a major role in assisting us in the reduction of risk and liability. We also saw a significant cost savings through telephone line reduction. From corporate staff to their field technicians, they are professional with top notch service.
We are grateful to have Kings III’s service! It is nice to know that Kings III can assist us in a timely manner. We have peace of mind that Kings III service includes multilanguage assistance. My Kings III rep is always on top of things, assisting me and my team providing us with great service.
The Kings III technician who installed our device was wonderful! He arrived on time and was very thorough, friendly, and completed the job with perfection. He explained everything to me at the end and made sure I understood what to do moving forward.
I am so appreciative that Kings III was able to install emergency phones on my property on such short notice. Their operation runs like a well-oiled machine from start to finish!
We've had excellent experience with Kings III's onsite technicians. They are very responsive, quick to inform us of what is going on, and super friendly.
Before we started with Kings III I tested our elevator phones and was horrified with the responses I received. I feel much more at ease knowing our residents will be well taken care of when they are in need of help. So far everything has been great and the transition was seamless.
I should let Kings III sell you their products and pricing, but the services they provide have proven to be an excellent value for our company. They have come through for us in tight situations and I have the utmost confidence in them.
It has been a pleasure working with Kings III. In my 5 year relationship with Kings III the service has been consistent and efficient, with great follow through. I would recommend Kings III to anyone reviewing their services.
It means the world to me that I can always count on Kings III to watch over my property, help ensure its safety, and to provide a quick response. For that, I thank each and every single one of you.
I have been so happy with my experience with Kings III. I honestly wish Kings III could handle all of my phones. Every employee has been so easy to work with and understanding. I have to give a shout out to Kings III tech Robby. He has gone above and beyond, helping me identify lines and save a lot of money. I would recommend Kings III to all of my friends and colleagues.
When I first transferred to Houston, one of my properties used Kings III. At that time, the technician that serviced our site was Martin. Though I haven’t worked with him in years, he made such an impression on me for the years I had this property. He was responsive, amazing at helping us troubleshoot, and just so pleasant. This is the reason why King’s III is the only service I consider for my emergency phone needs. It’s great to know that he's still with your company, and you're fortunate to have him. I can’t think of another contractor whose employee left such an impression on me after all these years.
I've always had much respect for Kings III largely because of the people that make up the company. Bob is no exception. He always responds to every email and phone call and takes the time to follow up on every request or inquiry. He fully understands the long standing partnership between Midwest Elevator and Kings III and delivers every time. He treats our potential clients with respect. We're passionate about taking care of our existing clients and shield them from high pressure sales people but I never hesitate to put Bob directly in touch with our customers to get a deal done.
We're a current customer of Kings III, using them for our pool phones at approximately 43 locations. We're very comfortable recommending them as a primary choice for emergency communications. Kings III has proven to be an extremely reliable vendor. The response times are quick and customer service is outstanding. Using Kings III, we have realized a substantial saving over previous vendors. Each of our locations is charged one low monthly fee for maintenance, warranty, and equipment service. When you consider value, liability protections and service, Kings III is an excellent choice.
I would like to express how pleased I am to work with Kings III. Kings III services our elevator communication needs for Lanidex Plaza, and we are extremely satisfied. Their state of the art system and 24-hour monitoring provides our team as well as our tenants with the comfort, safety and reliability necessary in the event of an elevator entrapment. Their total service package meets all our standards, including equipment testing and voice recordings of every call. It's comforting to know that if any question ever arises, the Kings III team is always available and ready to help.
Their services are unmatched. Kings III’s attention to detail, industry leading equipment,and top of the line services gives me the assurance that our tenants and owners will receive the best care possible, if ever necessary. Recently I had an insurance inspection and the inspector gave us ‘two thumbs up’ and said that is the most missed and neglected item in a building. He commended us on having Kings III and their professional staff literally at our fingertips.
On Monday, I got stuck in an elevator in my school’s building in Miami, Florida. I suffer from anxiety/panic attacks and claustrophobia and when I pressed the emergency button I got the most helpful person, Operator Steven. Steven stayed on the phone with me the whole time I was stuck and reassured me I was completely safe, help was on the way and that everything was going to be okay. He truly went above and beyond his job and for that I am very thankful.
Kings III is our primary choice for emergency communications for our elevators & pool sites. They provide full maintenance, warranty, and service of our equipment therefore, there are no surprise repair or replacement costs so I find it easy to budget for. It gives me peace of mind knowing that I am meeting all my emergency phone requirements in the most professional, productive, and economical manner.
As a property manager, the safety of our tenants in the event of an elevator entrapment coupled with the reliability of the emergency communication system, is a top priority. We recently took over a property that needed a new system immediately. I contacted Kings III and explained the necessity of having the system installed as soon as possible. They understood the issues, the need to move quickly and had the job complete the following morning. Their line seizing capabilities also provides a significant monthly savings.
Since signing up with Kings III, I have been shown that attention to detail and customer service are their top priority. I have always received immediate attention when something has gone wrong, which is very rare, but things happen. They are great at helping me troubleshoot situations before having to send a technician out which saves us all time and, I'm sure, money. When a technician does have to come out they are always professional and courteous. I value my relationship with this company and believe it will last well into the future.
Kings III has been an absolute pleasure to work with. From sales to service to billing, everyone involved is very professional and caring with any requests we have made. I appreciate the service Kings III provides and will continue to be a customer for the foreseeable future.
Kings III has been a longstanding trusted partner with each of my new communities. They provide peace of mind, operational expertise and a wealth of experience to ensure my emergency systems are top notch. I value and depend on their extensive knowledge and innovative approach to their clients.
Our Kings III technician fixed both problems in our elevators. He is informative about the issues, able to address and repair them and communicates well with the business office. He is an asset to the Kings III team!
I would like to take the time to thank one of your customer service representatives, Tina. A visitor for one of the residents was trapped in the elevator and she stayed on the phone with her until help arrived. She should be commended for her outstanding customer service.
Kings III is always very prompt, fast, and efficient, and its staff very knowledgeable!
Kings III went out of their way to push scheduling up to meet our deadlines. Their service was invaluable to both us and our residents!
Our Kings III representative made it very easy to order the equipment and service. The rate is very reasonable and the technician who completed the installation was phenomenal!
When dealing with a modern installation in a 46-year-old building, the challenges are endless. Our Kings III technicians got the install completed by their combined knowledge and pure persistence.
Excellent customer service! Oscar was just fantastic and customer service at its best! Keep up the excellent work Kings III.
Our technician would not leave until he figured out the problem. He was awesome and definitely committed to his job and exhuming customer service!
Our Kings III technician at Canyon Grove was absolutely amazing. He did everything he could to figure out our issue, and went above and beyond to make sure we were taken care of. So much that I recommended him to two of our other properties. 100% from me.
Partnering with Kings III couldn't have been an easier decision for us. Their elevator phone monitoring provides a great value for our customers who love the additional features like call recording and auto-testing. Working with Kings III helps to free up our technician's time to focus on what we do best- providing expert and reliable elevator maintenance to our customers. It has been a mutually beneficial relationship and one that we plan to keep building on.
Kings III has never once failed to exceed our expectations with their wonderful technicians and great customer service.
Kings III had such a fast turnaround time and the part I needed was under warranty so no charge to me. Thanks!