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// An Overview
CMS’ parent company has completed a merger with the parent company of Criticom International. Now, Criticom and CMS are working diligently to combine their operations to function as one stronger entity going forward and under a new name – Criticom Monitoring Services (CMS). The combined company, under the leadership of Tony Wilson, President of CMS, will continue to deliver the same quality care and dependability that you have come to expect and deserve. Joining forces, both companies will benefit from an even larger market presence, the backing of a national security leader and increased focus on dealer care. We have answered some of your most commonly asked questions below. Please note that, to comply with alarm licensing requirements, each company will continue to operate under their respective licensed names until further notice.

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// I’m a current Criticom dealer. How will the merger affect me?

For now, it’s business as usual. Monitoring and other Criticom services for your customers are not changing. You may continue to use the same Web services and contact information – many members of the current Criticom team will continue to serve you. We are excited to welcome them and you to the CMS family.

 

It’s important to note that many of the current Criticom monitoring centers will continue operating and serving you even after the work to merge operations is complete. Due to the differing geographical footprints of their respective subscriber bases, Criticom and CMS operations complement each other well. Combining the operations broadens the reach of both entities for serving even more dealers and their growing businesses. In addition, the combined company will have an unmatched network of monitoring centers. These centers will ultimately be connected and provide important redundancies for subscribers in the event of outages or natural disasters in one area of the country.

 

Our ultimate goal is to provide independent alarm company clients truly new concepts in the areas of lead generation, equipment purchasing, and financing. In short, we believe this merger will allow independent alarm companies to benefit from the scale created by this exciting combination. 

 

// What does this merger mean for current CMS dealers?

The benefits of this merger for current CMS dealers mirror those for the Criticom dealers as outlined in the previous answer. As a larger player in the market, we believe the combined company has a tremendous opportunity to set new standards in the industry, to continue investing in enhancements to its infrastructure, and to create new programs and alliances that benefit all of its independent dealers.

 

// I am an existing Criticom dealer. Do I need to contact anyone to update my account or my customer accounts?

No. For now, Criticom dealers should take no action unless they have questions that are not answered here. In the future, if changes to your accounts or services are deemed necessary, you will be notified.

 

// Will the way I do business with Criticom change in any way?

No. You may notice certain minor things – seeing or hearing our new name – in the short term, but the way you request service, pay bills, etc. will remain unchanged for now. In the future, however, we will be offering you enhanced services not previously available from either Criticom or CMS.  Through this merger, you will be able to take advantage of the combination of two leaders in wholesale monitoring and the commitment to the best customer care, dealer services and support.

 

// What changes might occur in the future?

You will begin to see and hear the combined company’s new name – Criticom Monitoring Services (CMS). There may also be changes to the look of your billing statement, as well as upgrades to the services available to you online. We will alert you to any important changes so they are clear and seamless to you, and work closely with you to implement any changes.

 

We also look forward to continuing the migration to MASterMind™started by Criticom. CMS completed a successful conversion to MASterMind in 2006 and has experience in using this software to offer dealers new service features and enhanced monitoring. 

 

// Is there a transition plan? What do I need to do?

There are no immediate steps you need to take. While we are combining our operations, you will continue to receive service, pay bills, and request assistance as you have in the past.

 

We will notify you if/when action is needed or to share important information with you. Providing seamless, quality service now and in the future is our goal.

 

// Should my customers expect any significant changes?

We anticipate very few immediate changes in the monitoring service your customers will receive. If there are changes or enhancements to the services we make available to you and your customers, we will keep you informed through printed materials, such as letters, post cards or your billing statements. We also will provide updates via this Web page, so check back often!

 

// Whom do I call for customer or technical service?

For now, you should continue to call the same service centers and phone numbers you have always called for service. Any changes made in the future will be communicated to you through printed materials, such as letters, post cards, your billing statements and updates to this special Web page.

 

// Do I need to change where I send my payments?

You should continue to pay your bills as you do today. Any transitions in the future related to this process will be communicated to you at the time of the change.  

 

// Who will serve me or my customers?

Criticom dealers will still have access to many of the same Criticom service team members as before the merger. For CMS dealers, it’s also business as usual in this regard. Going forward, our goal is to provide only highly qualified team members to serve you.

 

// How will I be kept up to date on changes involving the new CMS?

We will continue to post merger developments here and send you important notices in the mail, communicating all changes quickly and thoroughly.  We also are always available to take your calls. While we work behind the scenes to merge our operations, you may continue to reach your account manager or our dealer support groups by calling 800-522-5124 (CMS) or 800-883-2368 (Criticom).

 

 



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