Industry
Financial Institutions
Challenge
Bridgewater Bank turned to Parallel Technologies after their original vendor fell short during a corporate center buildout. Despite implementing Genetec, the bank faced challenges due to limited internal expertise, lack of real-time system monitoring, and increased risk from missing support, issues Parallel stepped in to resolve.
Results
With support from Parallel Technologies’ Client Success Manager, Bridgewater Bank improved efficiency, reduced risk, and gained greater control of its security operations. Automated reports, real-time alerts, and expert guidance enabled proactive issue resolution and better system utilization across most locations. With a clearer understanding of the platform, the bank now plans to expand Genetec to remaining sites.
Key Product
Client Success Manager
Our CSM spent time learning about what we wanted out of our system, provided recommendations, and worked with us to set everything up. You have to have a CSM, period. It's just as simple as that. You need to have a partner who will walk alongside you
The Client
Bridgewater Bank is a forward-thinking financial institution focused on providing best-in-class banking solutions. As a rapidly growing financial institution, Bridgewater Bank required a robust and reliable security infrastructure to safeguard its assets and operations across multiple locations.
A Growing Need for Proactive Security Management
Bridgewater Bank faced a significant challenge when expanding its corporate center at 4450 Excelsior Blvd. Initially, they selected a security vendor that promised a comprehensive solution but failed to deliver on key capabilities. As a result, Bridgewater Bank sought a more reliable partner that could provide expert guidance and operational support. This is where Parallel Technologies stepped in, offering the expertise needed to optimize the bank’s security infrastructure and ensure long-term success.
A major hurdle in managing security operations was the lack of in-house expertise to fully leverage Genetec’s security system. While the system was powerful, without proper support, the bank struggled with inefficiencies in security management, monitoring system performance, and responding proactively to potential issues. To make matters more challenging, the absence of automated reporting left the team manually generating and reviewing critical security data, consuming valuable time and resources.
Recognizing these challenges, Parallel Technologies introduced a Client Success Manager (CSM) to help Bridgewater Bank bridge the gap between installation and optimal system use. “Having a Client Success Manager was what was missing. You need to have someone dedicated to optimizing your security system and ensuring you get the most out of it,” said Jordan Palmstein, Vice President, Facilities, at Bridgewater Bank.
Enhancing Security Operations with Expert Support
One of the first areas of improvement was the automation of security reports. Previously, the bank’s team had to manually compile and analyze data to track system performance. With the CSM’s support, these reports were now automatically generated and delivered to the right stakeholders, allowing the team to shift from reactive problem-solving to proactive security management.
Additionally, a system for real-time alerts was implemented, notifying staff when a device went offline. This immediate visibility helped prevent security blind spots and allowed for quicker response times. Over time, the CSM worked closely with Bridgewater Bank to analyze trends in device performance, identifying recurring issues and pinpointing root causes. This analytical approach not only improved system reliability but also contributed to long-term operational efficiency.
“Our CSM spent time learning about what we wanted out of our system, provided recommendations, and worked with us to set everything up,” Palmstein explained. “You have to have a CSM, period. It’s just as simple as that. You need to have a partner who will walk alongside you.”
"Having a Client Success Manager was what was missing. You need to have someone dedicated to optimizing your security system and ensuring you get the most out of it"
Greater Efficiency and Proactive Security Management
With the CSM’s ongoing support, Bridgewater Bank has seen a measurable impact on its security operations. The automation of reports and alerts has led to significant time savings, allowing the team to focus on core banking responsibilities rather than troubleshooting security issues.
Furthermore, staff are now leveraging Genetec’s capabilities across most locations, leading to improved coordination between security teams and better overall system utilization. “Our CSM has provided us with the tools to allow us to better manage how we use our system today and plan for the future,” Palmstein noted.
Looking ahead, Bridgewater Bank plans to roll out Genetec Security Center to its remaining locations, now that they have a better understanding of the system and ongoing support from their CSM. With Parallel Technologies as a trusted partner, the bank is poised to strengthen its security infrastructure and remain proactive in managing potential risks.
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