A Multi-Location Access Control Story: How a Security Partner Should Adapt to Your Needs

This is a story about a multi-location public facility organization—and the moment they learned their (now former) security vendor was dropping support for their entire integrated access control system. Despite their significant investment in Integrated Control Technology (ICT), the former vendor decided the product no longer fit their business model. 

They were left with an urgent problem: how to secure multiple public-facing buildings with a system their own provider wouldn't service.

That's where our story begins.

When The Vendor Changes Direction

The organization invested significantly in an ICT access control system across multiple buildings. But their former security vendor wanted to focus on recurring monthly revenue streams with products they had more control over. Training technicians on ICT systems wasn't part of their plan.

The organization faced a choice: rip out their entire system and start over, or find someone who would adapt to what they already had.

Following Expertise, Not Products

That's when our team—specifically, account executive Nick Hiney—got involved. The organization had worked with Nick at his previous company, and when that company stopped offering ICT, they were ready to follow him wherever he went.

We said yes, and here's why: at Brothers Fire & Security, we believe in supporting what works for our clients, not just what's easiest for us.

More Than Just Changing Vendors

Moving a multi-building operation isn't simple. The organization needed ongoing access control equipment for new projects, fire monitoring services, regular inspections and maintenance, and 24/7 support for public buildings that can't afford downtime. 

Above all, they needed someone who understood them. Because running security for public-facing locations isn't like managing a typical corporate campus. 

Public facilities welcome visitors every single day. When a front door access control system goes down at a corporate office, it's inconvenient. When it happens at a visitor center, it's a crisis.

That meant adjusting our service priorities. While we might schedule a standard commercial client for next-week service, these public-facing issues get same-day attention when possible.

Building a Strategic Partnership

Today, we serve as more than just a security vendor for this organization. Nick is their go-to resource for anything involving building technology and safety. Recent projects include infrastructure coordination with major transit projects, emergency system planning, and security assessments for aging facilities.

The relationship has become so trusted that, as Nick notes, "They have my personal cell phone number. They can call me whenever they want."

What This Partnership Taught Us

Several years in, this relationship has reinforced some important principles about how we approach multi-location clients:

• Responsiveness matters more than you think. When you're managing multiple buildings serving the public, you can't wait a week for service calls.
• Relationships outlast companies. The organization needed expertise they could trust. When their original vendor stopped supporting their system, they followed that expertise to Brothers Fire & Security.
• One-stop service is valuable, but consultation is priceless. They appreciate having a partner who understands their operation and can provide guidance beyond just their immediate service needs.
• Investment protection matters. Instead of forcing them to replace a perfectly good system, we committed to supporting their existing ICT investment. That decision saved them significant money and earned their long-term loyalty.

If your current vendor is pushing you toward solutions that don't fit your needs, or if you're not getting the response times your operation requires, it might be time for a different approach.

At Brothers Fire & Security, we believe your security partner should adapt to your needs—not the other way around. We're here to help you protect what matters most while supporting the investments you've already made.