Industry Influencer Q&A: Tracking RMR

March 10, 2022
Learn how specialized software can help ease the burden of tracking RMR sales this sponsored Q&A with Ben Hedenberg, North American Sales Director for simPRO Software

As security integrators in both residential and commercial markets transition to RMR-based business models, many are finding that tracking and compensating for these sales is a challenge. Learn how specialized software can help ease the burden in this sponsored Q&A with Ben Hedenberg, North American Sales Director for simPRO Software.

What are some of the common challenges that integrators face when tracking RMR-based jobs?

Quite often, security integrators don’t have the right tools to track RMR-based jobs. This can be due to fast growth or a lack of experience in the area. When security integrators start diversifying into this area, they can realize how different an RMR-based job is compared to a “do-and-charge” job.

While do-and-charge jobs can be scheduled at the drop of a hat, RMR jobs take considerable planning. Integrators need to consider customer notifications and also ensure they have enough labor force to deal with both RMR jobs and do-and-charge jobs.

That’s just the tip of the iceberg, and it is where complete business overview and planning comes into play. Integrators need to have the right tools on your side to let you see what you have scheduled for a month or a year down the track. An integrated approach such as an all-in-one software is key to managing all the services your business offers.

What are some best practices that integrators can use to track RMR and related compensation?

The most critical thing for integrators to do when tracking RMR is to stay organized. When speaking with many customers over a variety of maintenance intervals, it is important to have everything in one location where you can quickly be reminded of past communications and previous work on the site.

You also need a clear understanding of all upcoming maintenance work to ensure an accurate calendar of maintenance projects. You should consider how much labor will be required to maintain assets for the next three, six, or 12 months – this will help you plan for resources and costs associated with larger RMR jobs.

An all-in-one software such as simPRO can help organize every aspect of the maintenance workflow.

What insights can integrators get by moving RMR management from paper to a software-based system?

In a growing business, paper just doesn’t cut it when it comes to juggling service work, recurring maintenance jobs and projects. A lot can fall through the cracks when using paper. A software-based system provides all the data from every corner of a business to help make more informed decisions. Run reports with one click that provide overview of testing averages per employee, asset types and service levels of all RMR jobs. You can even forecast the required labor in advance.

What are some ideas/tips to help techs and salespeople transition to an RMR selling model?

Whether you are a residential security integrator diversifying into RMR or a commercial business trying to boost RMR selling power, here are four best practices:  

1. Build a loyal customer base. It is cheaper to retain customers than it is to find new ones. Talk to regular customers about the possibility and benefits of moving onto a maintenance schedule.

2. Create packages of recurring service or maintenance work and make sure your technicians are trained in how to sell them.

3. Implement a system that tracks profitability per contract. In addition, have a system that provides you flexibility to run your maintenance agreements to your business needs. For example, you may want to charge customers up front annually or send an invoice every month while only servicing a few times a year.

4. Prospect. Send your sales team to apartment buildings, retail spaces, or facility maintenance companies that might contract out security installation and service. Then, offer the building manager a list of the repairs and maintenance services you provide.

To learn more about simPRO, visit or request more information at