Retail

L.L. Bean Relies on Pelco System
Major Retailer L.L. Bean Relies on Pelco and Seacoast Security
Written by Denise S. Dieser, Marketing Communications Writer

L.L. Bean is one of the largest retailers in the U.S. Founded by Leon Leonwood Bean ("L.L.") in 1912 based on his passion for the outdoors, the company has a profound belief in honesty and an unwavering commitment to quality and customer satisfaction. Much like Pelco and our own 100-percent satisfaction guarantee, customer service is also at the heart of L.L. Bean and Seacoast Security, the installing dealer of the recent L.L. Bean video security system.

Relationships Are Indispensable

"We have a longstanding relationship with Seacoast Security," said Tim Parker, head of security for L.L. Bean. "Seacoast and Pelco stand behind their work. That’s the thing they’ve both been able to give us and that’s why we’ve stuck with them."

Parker said that L.L. Bean had tried several other companies to handle their video security needs in the past, but their response times were just too slow.

"And this is our third try to get a system to actually do what it says it will do. We have over 1,000 alarm points with 60 to 70 cameras, so realistically we could have too many alarms coming in all at once for our security staff to handle."

With their old system, once an alarm event was received, security would have to do a lot of searching so they could be sure of pulling up the right camera. "It just didn’t work very well," said Parker.

Superior Products & Customer Service

"The main reason we use Pelco," said Louis Garza, Operations Manager of Seacoast Security, "is that you have superior products and you stand behind them."

Garza said that L.L. Bean had a lightning strike awhile back that put Pelco to the test on its much publicized 24-hour customer service policy.

"About eight years ago, L.L. Bean was struck by lightning the night before a big holiday sale. It was a summer storm, so I believe it was the Fourth of July. I got a call from them at around 2 a.m. They had a blown CPU on their CM9500 System.

"Pelco material says, ‘24-Hour Service’ so I thought, ‘Let’s find out if Pelco really means it.’ Thinking, ‘I’m here at 2 o’clock in the morning, let’s see if they will be, too.

"When I called I got the answering service, and when she asked if I could hold a moment, I thought she was going to come back on the line to take a message. Boy was I surprised when someone came back on the line – and it was one of your techs. I was blown away!

"The Pelco tech and I talked for awhile to determine what was wrong. I don’t remember who it was now, but that tech was really good! I told him that L.L. Bean needed the cameras to be operational ‘tomorrow,’ which was a Sunday and a holiday… that they were having a big sale. The tech said that he would go to the warehouse and send the unit on a flight for us to receive the next day.

"In less than 24 hours we had them (L.L. Bean) back up and running! I thought, ‘This is it. I’m staying with Pelco all the way!’ And then when you came out with the mux, I even dropped Sensormatic and now put in all Pelco."

Pelco Integrates Easily into Emergency Response System

Garza said that the recent installation at L.L. Bean went smoothly, with minimal glitches. "Mostly just minor programming related issues."

Garza also said that L.L. Bean normally doesn’t allow publicity about security issues, "but they are very happy."

The Pelco equipment installed at L.L. Bean consists of a CM6800 Matrix System controlling 9-Channel Genex Multiplexers with multiple Spectra dome camera systems at each site. The Spectra domes and PelcoNet are being used in combination with L.L. Bean’s emergency response alarm points for their retail store parking lots, and the installation is a combination of new and replacement equipment.

To get the PelcoNet part of the system up and running, Garza said the assistance of Dan Howard, Pelco Technical Field Support Engineer, was invaluable. "Dan did a great job!"

What Dan Howard helped install was the 16-Channel CM9760-CDUT. This unit acts as a "traffic cop" for PelcoNet through the CM6800 by handling all of the communications out of the RS-422 data interface. Garza said this interface links the keyboard controls to the PelcoNet Receiver through the Ethernet network, then from the network to the PelcoNet Transmitter and to the camera system for pan and tilt operations. This ensures communications do not get misdirected. "Otherwise," Garza said, "things would get too mixed up."

System Works Fast The First Time

"They have panic buttons at each Spectra dome that someone can press," said Garza. "And when they do, it trips the Spectra, which immediately swings around to where that person is standing – and this could be several cities away."

Garza said that the Spectra activates the alarm input on the Pelco matrix system at the Central Station through the multiplexer. In turn, that activates the alarm input on the PelcoNet, which automatically sweeps the camera around to its preset.

"The first time – right after we put in the system and before anyone really knew about it – an employee walked up and pushed the button, and we could actually see his hand as he pulled it away," said Parker. "It was that fast! It was a great way to start."

Garza said that the project was conceptualized last fall and was completed this spring. "The main part of the system is completed, but they have added some equipment here and there since then."

Parker said they are currently monitoring between six and seven sites with plans to expand. The monitoring station is at their corporate headquarters in Freeport, Maine.

Seacoast Longevity & A Great Match

Seacoast Security has been in business for over 25 years, specializing in work for commercial, industrial, governmental, institutional, and residential customers throughout New England – with the ability to handle any size job. They have three other locations in Maine in addition to their Freeport office – Rockport, Bangor, and Lewiston.

Garza, who has 18 years experience in the alarm and video security industry, has also added a new dimension to Seacoast since joining their team almost 10 years ago. He not only is a Master Electrician, but also is a Low Energy Electrician.

"Seacoast has been an authorized Pelco Dealer since right after my starting with them," said Garza. "I already had several years experience with Pelco equipment, so shortly after joining Seacoast – after selling my business to them – just under 10 years ago, I really pushed for Pelco."

Yesterday’s Values Continuing Commitment

From a one-man, direct-mail-order business, L.L. Bean has expanded to a 4,500-person operation with annual sales of more than $1 billion generated from retail stores not only from its flagship store in Freeport, Maine, but also from its other retail stores in McLean, Virginia, and Columbia, Maryland. Also, it has factory outlets on the east and west coasts, a web site that draws visitors from around the world, a worldwide catalog business, and retail stores throughout Japan.

The L.L. Bean flagship store remains on L.L.’s original store site, built circa 1917. In an effort to improve service, over 50 years ago L.L. removed the locks and threw away the keys on the store’s front door – and customers have been able to come and go 24/7 ever since.

L.L. Bean’s Customer Satisfaction Department was created in the same spirit and serves customers around the clock. The company is proud that L.L.’s values live on and that at L.L. Bean today it still measures success by the satisfaction of its customers.

How appropriate that Pelco and Seacoast Security have provided the ideal video security system to L.L. Bean. "It works very, very well," said Parker.

Equipment at Central Station:

PMC14F Color Monitors
PMC21A Color Monitors
CM6800 Series Matrix Switcher/Controller
KBD9760 Full-Function Desktop Variable-Speed Keyboard
CM9760-CDU-T Code Distribution Unit
PelcoNet™ NET100 Series (Receivers)
PV130 Converter, RS-232/RS-422 Kit With Power Supply

Equipment at Each Site:

PelcoNet™ NET100 Series (Transmitter)
Genex® Series Multiplexer (9-Channel Color)
Spectra II™ Series Discreet Dome Systems
Alarm System with Wireless Receiver