Newsletter August 2013
As Support Director for SedonaOffice I get the pleasure of interacting with nearly all our clients throughout the year, some more than others.  My goal is to provide each of our customers with the best support services possible.  There are a few things you can do that will allow us to help you better.


#1 The most direct way to support.

Requests submitted through the SedonaOnline web portal automatically go into our system, making them the most efficient way to get into our support queue.  The portal allows you to monitor the status of your pending tickets, add comments and review the status at anytime.  Using SedonaOnline will reduce both response and resolution time.  So if you don't already use SedonaOnline to submit your support requests, please do so.  This will help us better serve you.  For instructions on how to set up your SedonaOnline account click here


#2 A picture is worth a thousand words.

Screen shots provide a lot of information, many times we can diagnose a problem just by seeing what occurred.  Conveniently, screen shots may be uploaded through SedonaOnline during the process of submitting your support ticket.  Screen shots also allow us to work on your ticket when we cannot get a hold of you.


#3 What and how?

Let us know what you were doing when the issue occurred and provide the steps that created the issue.  Be specific as possible including the actual customer and numbers from the issue.  Providing this information will allow us to have the correct person within our organization respond to you the first time.


Remember: the next time you submit a service ticket go through SedonaOnline.  We are confident that you will be pleased with the results.


JIm Mayes






Jim Mayes

Director of Support


Introduction to SedonaEnhancement Webinar
Wednesday, August 21st at 2 PM ET

Join us to learn how SedonaEnhancement will work.  During this webinar you will receive an overview of this new web based system and find out how to get started.

Customer Highlight
Founded: 1986
Location: Fall River, MA
Area served: Eastern MA and Rhode Island
Employees: 15


Founded in 1986, Advanced Alarm Systems has recognized that success must be earned through hard work, responsiveness to our client and employee needs, and integrity in all business practices. We are dedicated to a continuing process of honest introspection regarding our company policies and procedures in order to maintain the professional level of service for which the company has become known, and our clients expect. "Our commitment is our customer's peace of mind."


Advanced Alarm Systems was the recent winner of a $10,000.00 prize for their Strategic Growth Plan as submitted through the Massachusetts Growth Capital Corporation in conjunction with NextStreet Financial who was responsible for selecting the winning plan. 



We have been very busy during this economic downturn with major accomplishments including the launch of our own AES Radio network with coverage in both Massachusetts and Rhode Island as well as full implementation of SedonaOffice that has helped improve internal communications while at the same time identifying our most profitable markets. This improvement has also led to a total reorganization of sales and how we go to market while at the same time implementing a Total Quality System.

Management Angle

Structure Your Financial Reporting Systems to Mirror Your Business


Running your company on a budget affords many benefits as discussed in last month's newsletter.  These benefits are maximized if your budget and accounting systems are structured to mirror the way you do business.


A key step in structuring your financial systems is to define your departments for tracking and analyzing expenses.  Departments usually reflect the organization of your company.  For example, I often see employees organized into sales & marketing, general & administrative, installation, service and monitoring departments.  A company may combine installation and service into a single department if one person manages and is responsible for the budget of all technical activities, while other companies may establish additional departments for inspections, engineering and other functions.  Regardless of your organizational structure, you'll benefit immediately by defining departments for tracking and analyzing expenses.


Another important step is to define profit centers.  Profit centers match revenues and direct costs and are a cornerstone of truly understanding your financial performance.  Installation, service and monitoring are separate profit centers for many security companies.  However, your company may find it beneficial to track activity in greater detail.  For example, the installation profit center might be broken down by market (e.g. residential vs. commercial) or product line (e.g. intrusion, fire, access control, etc.), while some companies may take it a step farther by separating new business from add-on/upgrade work performed for existing customers.  The benefit is knowing how you are performing within each profit center.


In summary, defining departments and profit centers within your financial reporting systems creates the foundation for well-structured financial statements, which are essential for gaining greater insight into your business.


For assistance with structuring your financial reporting contact Jim Lee, President, Astute Financial (970) 223-2382 or

Tips & Tricks
Split Recurring Item
Right click on a recurring line and split the item code up amongst any number of codes, provided the total amount matches the original RMR amount for that line item.


Move RMR from One System to Another

Within customer explorer you have the ability to drag and drop RMR from one system account to another within the same customer.


Custom Alarm in the News
Custom Alarm Modernizes Processes to Better Serve Customers and Enable Growth 


Custom Alarm is a full-service, family-owned and operated, residential and commercial security business that employs more than 65 people. The company also offers sound and media solutions and runs its own state-of-the-art, UL® Listed, Five Diamond Certified central station.  It serves southeastern Minn., southwestern Wisc., and northeastern Iowa from its main office in Rochester, Minn. Custom Alarm has expanded organically and through some key acquisitions, but even for a 45-year-old company, growing pains can be significant.  


Read Full Article Here


Table of Contents
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Meet Lisa Gambatese
Training Specialist
Since March 2007
What do you like best about your job?
Meeting and speaking with customers.

Words she has learned to live by:
Major on the majors ... Minor on the minors.

85 days until vacation!
My husband and I vacation each year in November somewhere in the Caribbean.  I start the countdown as soon as we are back for the next year and my co-workers know each week how many days we have left.  
Back to School Special
Save 25% SedonaBackup
Sign up by Friday, September 13, 2013 and save 25% off your first year of SedonaBackup fees.

Contact Justin today at:
(440) 247-5602 x209 or
Save the Dates!
2014 SedonaOffice
Users Conference

January 27-29
Marco Island, FL

Registration has not yet opened.  Look for an announcement in the near future.
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