Lenel Favorability Results 2019

By IPVM Team, Published Mar 26, 2019, 09:51am EDT

The positive news for Lenel is that integrators do not dislike them as much as they used to. 

The negative news for Lenel is that integrators overall still do not like them, as 2019 IPVM favorability results show:

fav lenel 2019

This comes at a pivotal time for the embattled access control pioneer, as their owner UTC, has taken the highly unusual step of buying a competitor, S2 and merging Lenel and S2.

Inside this note, we examine the main themes that illustrate the problems Lenel faces and which areas they need to turn around if they want to remain one of the largest access brands.

Main ******

*******, ***** ***** ***** significant ******** ** *** access ******, **** ******** illustrating ****** *** ******:

  • *** **** *******
  • ******* *** *********
  • ***-**-**** **** *********
  • ************ ** ********

Risk ** **

***** *** **** ****** are ********** **** **** years, * *** ******* is **** *** / Lenel **** **** **. Many ********* *** ** acquisition, **** ******* ********* that **'* ******* *** dealer ******* ***** ** negatively ******** ** *****:

  • "***** ******* * **** ever ***** ****. * was ** ************ **** they ****** **."
  • "** *** **. **** be *********** ** *** how **** ***** ***."
  • "*'* ****** **** *** S2 ******** *** ******* fresh **** **** *****."
  • "*** ******** ** **** is **** **** *** very ********, *** *** product ** *****. **** the ****** ** ***********, we'll *** **** ***** next."
  • "* ***** ***** ******** of ** *** * smart **** - ********* they ***'* **** **."
  • "*'* ** *** ** hear **** ****** **. It's **** * ****** of **** ****** ***** drives **** **** *** ground *** *** ** existence."
  • "** **** *** ** *********** doesn't *** ****** **** or ***** *** ******."
  • "*** ** **** *** acquisition ** ** *** the *********** ** ** entire ******* *** *** user ****. ** *** one ****** **** **** from ***** ** ** and *** **** *** a ****** ** ***********."

** *** ******** ****, Lenel *** **** ** founder **** **** ***** Product ******* ** *** combined ******* [**** ** longer *********], ****** **** a ****** *** *********** outside ******. *******, *** well *** **** ** can **** **** *** management ******* ** ** seen.

Comparison **** ** ****

***** ******** ** ****** integrators ** **** ******** and **** ******* ** the *******, ** *** comparison ***** *****: 

comp lenel

*******, *****'* ******** ******* remained *********** *********, ********* a **** ***** ** confidence ** **** * well ***** *** *********** brand.

Bad **** *******

*** ** *** '*****' complaints ******* ***** ** 2017 ** ***** ** issue ** ****, **** the *******'* **** ******* support ******* **** ******* soured ** *** ***** as * *****:

  • "******** **** ******* *** products, ********* **** ***'* 'Lenelify' **"
  • "**** ******** (*******), ******** software *** *******."
  • "** ** **** ******* converting ***** ******* ** many ***-***** *** *** satisfied **** *** *******, support, ** *****."
  • "** **** ********* **** have *** * **** time ******* ******* ** Lenel."
  • "**** ** *** **** well ** *** ******* space *******, ** **** have ****** ** ******** with *** *** ******* to ******* * *******, which ***** *** **** support ****** ***** *******."
  • "********** *** **** **** support."
  • "**** *** *** **** supportive *** ***** ******* for ******** ** ********** and ***** ******* **** for ****** ****** **** "expedited" ***** *** **** impressive ******* *** ***** like ******* *** ******** as *** ** ** overall ********."
  • "**** ****** *** ******** customer *** **** *******."
  • "****** ** ** *******."
  • "**** ***'** ** *** Lenel ****, ****** *** support."
  • "*** ********* ** ***** their **** *******, ** lack ** *********. **** we **** **** ******* it's ******* ******* ** a ***** ***** ** lack ** ******** ** a *******. ********* ** takes * *** ***** and ******* *** ******** Sales ******* ******** ** get *** ***** ****** up *** *****. "

Too *********

******* ****** ********* **** Lenel ** ****** *** high ******** ** ****** to ******* *** **** users. ******* ******** ********* 

  • "*** ***** *** ********* with **** ** *** they *** ******* ***** new ************ ******. *** too ********* ** ******** shudder **** ******* **** a *****."
  • "*** *** **** ******** for ****** ******* *** too ********* *** ** market. *** * **** tha ***** **** ******* has ****** ****** ***. Pass."
  • "***** *** ***** *********. Too ********* *** *** customers ******."
  • "** * *** **** *******, cost ** *** ******** to ** * *************, performance ** *** *****. But *** ****...? ****, they're **** *****."
  • "* ***** *** ******* is ***** *** **** expensive. ***** *** *** been **** ********** **** there *** ** *** earlier *****. ** *** getting **** ******** ** rip ** *** **** to *** ** **."
  • "**** ******* *********. **** priced. **** ******* *********."
  • "****** ********. **** ***********. High **** ** ***** business **** ******** ************ and ******** *********** ******."
  • "**** ******* *** ****** and **** *****'* ****** kept ** ***** *******."
  • "** **** **** **'* a **** ******** *** expensive ."
  • "********* ******** *** ********* it ** ** ********."
  • "** *** ********** **** is ********* *** ******."

Dated ********* & ***********

****** **** ******* ******* to ******* ** *** common ********* **** *******'* interface ** *** *** lags ****** ****** ** terms ** **********, ********, and **** ****** ** deploy ******:

  • "***** *** *** **** up **** *** *****. Older ********** **********. * have ***** * *** Lenel ******* ***. ***** put *** **."
  • "************ ********; *** ** the ********* ******* ***** items ***********. *** ******** structure ** * ****. Icons *** *** *** outdated. ******** ******* *****!"
  • "********. *** ******* *** heavy ** ******."
  • "*******, **** **********."
  • "****** *********** *** ****** control."
  • "******** ** ** *** old **** **** **** of ********* ** ****"
  • "****** *** *****."
  • "**’** ***** **** ****, but ***’* **** *** best ********** ** ****, from *** ******* ********, to ****, ** *** really ********** ***** ********…"
  • "* ***** ***** ** overrated - ***** ***** integration **** *** ****** platform ** **** - I **** *** **** impressed. "
  • "* ******* **** **** are ** ********** ******* although *** ******** *** is ***** ***** *** lacks *************."
  • "**** ***'* **** **** software, ******** *******, ** price ***** *** *** some ****** **** ***** think **** *** ** elite ****** ******* *******."

Bad ******* *************

*** ****** ***** ** still ********** ******* ** they ***'* **** ***** partners *** *******. ******** mentioning **** ****** ************* nor ********** ** ******* the ******** ******* **** new **** *** ******:

  • "**** ******** ******* ** both *********** *** *** users. ******* **** **** have **** ******** ****** that **** *** *** of *** ***** ************* out *****. "
  • "** ******* ** *** insignificant *** **** ** even ****** *** ***** when ** ****."
  • "*** ***** ** **** treating ** **** ** did *** ******, ** we ***** **."
  • "*** **** **** - can't **** ***** ****** you're ** *** ****. Would ***** ***."
  • "** ******* ******* ***** years *** *** **** remain * *** ** service ****** ********."
  • "**** ****** ** *** a ***, ** ** not *** **** *** friendly **** ** *** business"
  • "***** ****, *** ***** customer ******* **** **** to ******* *******. "
  • "* ******* ****, ** Canada, *** * ******* of ************ ******* * way ** "*** ** the ****". * **** to *** ** **** government ****** ******* ****, but **** **** *** allow ****** ******* *** door."
  • "** **** ********** **** them ** ******** ** inquire ***** ***** * dealer *** ***** ******* a ********."

Lenel *********

*** *** ******** ******* a ******** ****, **** a ******* ******** ******** the ******* *** **** support, ******** *******, *** efforts ** **** **** from **** ***********:

  • "** ******* ** * Lenel *** *** ***** I **** **** ****** with ********* ********* **** Lenel ***, ******* **** are ******** ********* *** OnGuard ******** *** *** time, **** ******* ****** with ********* ** **** a ***** *** ** work ****, *** *** expanding ********** **** ***'* purchase ** ***** ********* and ******** **** *** Lenel ******' (**** ********* and **). ** **** time, ** ** *** lead ******* *** **** had ******* **** ****."
  • "****** **** *** *******. Stable *** *********. **** where **** **** ** be ***** **** *** S2 ********. ***** **** to *** **** ****** applications."
  • "**** ****** ********, ********* hardware."
  • "**** *******, ******* ******, good **** *******."
  • "* **** ***** *** the **** ********, ********** price ***** *** ********* of ******** ** *** industry. * **** **** that **** *** ********** improving *** ********* *** interface ** ** **** friendly."
  • "******** ** * ****** challenge, *** ********* ******* is ****."
  • "* **** **** ********** Lenel *** *** **** 15 ***** ***. ******* I **** **** * positive ** **** ****. They **** *** ***** ups *** *****. **** ups ******** ******. ***** new *** ******* **** have ******* ******** *** really ******** ** ** good *** ******. *** latest *.* ******* ******** the ******* ************* ******* of ****** ** ** the ******* ******* **** 7.4. ***** ** ****** to * **** ***** based ******** ** ****. Hopefully **** **** ****. "
  • "******** ** ************ ********** well ** *** ***** environment. ***** ** *** about *** ********, ***** does ********** *** ****."

Outlook *** *****

***** *** ********* ****** ******** ***** *** feeling ***********, ***** ** *********** by **** ******* *** company ** ******** *** dated.

*** *** *** ******** Lenel **** ***, *** sentiment ** ********** ******** by ************. 

***** *******, *** *** experiment **: **** ** turn ****** ****** *** Lenel ** **** ***** run ** **** *** ground?

Comments (13)

Undisclosed Manufacturer #1

03/26/19 07:57pm

Integrators need to understand that taking a strategic approach to VARs is necessary to build solid partnerships and to maintain the value of the solution.  You have to present a solid business case that your accounts; need Lenel, don't already have it, and if both previous is correct, they would not buy Lenel unless it came from you. Otherwise, why would they sell out their current VARs in your market, taking revenue from them and adding on another VAR that Lenel has to maintain? This is true for most manufacturers that have an enterprise-level solution.

Agree: 5
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Undisclosed Manufacturer #2

03/27/19 02:45pm

Lots of comments posted about the aging user interface. How much of a priority do your customers put on a modern, web browser interface and mobile apps? Also, how important is access outside the network (where permissible.) 

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Shannon Davis

IPVMU Certified | In reply to Undisclosed Manufacturer #2 | 03/27/19 08:56pm

You would be surprised how often a customer will comment on the age and look of an interface. More and more end users are becoming more tech saavy and are also younger and when they see an interface that looks circa 1995 then they question if the system itself is modern. Lenel isn't the only system that still looks like something from Windows 3.1/95. 

Yes web/browser access is becoming very important. Especially if you can run the entire system from a browser then you don't have to worry about updating clients every time you upgrade the system or the customer has to replace PC's.

Sometimes it doesn't matter how much you tell the customer the power and reliability of the system they will still choose a newer looking interface.

Being able to control the system remotely and with ease is also a feature that nearly every customer or potential customer we interact with asks and is usually one of their top 3 questions about the system.

Agree: 4
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Rick Caruthers

Galaxy Control Systems
In reply to Shannon Davis | 03/28/19 12:56pm

Shannon, you are 100% correct. We were as well facing an aged looking and crowed UI. We paneled a user group from our largest customers (the actual persons using the systems daily not the upper management) and asked them what they would like to see in a new UI..Here is the result: 

 

Galaxy UI

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Shannon Davis

IPVMU Certified | In reply to Rick Caruthers | 03/28/19 01:00pm

What is really sad is when a manufacturer tries to make their UI look better by merely softening the icons on the screen.

Agree: 1
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Rick Caruthers

Galaxy Control Systems
In reply to Shannon Davis | 03/28/19 01:11pm

This effort was a total re-write from our traditional thick client to a complete web based application. Not just a UI update. 

 

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Undisclosed #5

In reply to Undisclosed Manufacturer #2 | 03/29/19 05:06pm

A client recently brought in 5 different access control manufacturers for initial meetings to discuss converting their existing system.

One of those was eliminated after the first meeting.

The reason?

The UI.

"I can't put this in front of my leadership. It looks like something from 1997."

I'll let everyone guess which manufacturer that was.

Agree: 1
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Undisclosed #3

03/27/19 07:11pm

I hear S2 pricing is scaling upward on April 1st?, was this just a spam bot email or did anyone else receive the same notification? 

We still do not have OSDP ACM blades...

Use Mercury for that on S2? No thanks!

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Undisclosed Manufacturer #4

03/28/19 03:05pm

While I will admit most GUI’s in out industry look like they were designed by guys who still wear bleached bell bottoms there is a cost.  

My son’s friend, just out of college hired on at a well known social media company creating code for overlays.  Sign on bonus of $75k and $150k a year starting salary.  I guess you have to really pay for good looks!

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Undisclosed Manufacturer #2

03/28/19 03:22pm

Such a good conversation.  #4, you are right, it is easy to spend a lot of money on software engineers to create modern user experiences.  Of course, the value must be more than skin-deep. An application that works well on a web browser that updates regularly and is secure. A mobile app that does the same, and is accessible where users need it. New features that drive ROI with robust cyber security will be smart investments (and they'll look good doing it too).

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Undisclosed End User #6

04/01/19 11:46am

Unfortunately appearance matters....”first impressions” blah blah blah.

If UTC spent the time and monkey making a superior product, you could TRY and sell the ROI to upper management and users, but when they don’t really standout exceptionally well in any regard to the competition, looks matters.

I suspect the S2 acquisition will be their attempt at modernizing the look and feel by using S2 as the new UI, but it’ll be the same backend OnGuard.

They’ll start to brag about integrations with software xyz, but this’ll all be through API’s...not native or truely integrated.

Then throw in the frustration of post-implementation support, another avenue UTC struggles with... not worth the effort.

Until they actually rearchitect and rewrite a product, history has shown these mergers by UTC are nothing more than Frankenstein in a prom dress. 

Agree: 2
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Shannon Davis

IPVMU Certified | In reply to Undisclosed End User #6 | 04/01/19 01:54pm

Lenel has started modernizing their software interface through the browser. In fact their new monitor piece is really good in how it looks and more importantly how it works. In a few years there will be very little thick client other than main back end configurations. The core product has been re-written and they are starting to switch their integrations from data-conduit to OpenAccess making the integration better, easier to implement and functionality. 

Trust me I have my issues with Lenel as a VAR but they have made some tremendous improvements the past few years. Actually their latest version 7.5 has been the easiest to install to this point and their new web modules are installed automatically and actually work the first time.

Two years ago the president of Lenel told the engineers to start developing a product instead of supporting a hobby. You are right though as bringing on John Moss is definitely a positive, for any company for that matter.

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Undisclosed Integrator #7

01/07/20 01:12pm

We partnered with them a few years ago as a VAR and were treated with a very indifferent manner. Then the training requirements were outrageous. The few clients we put Lenel in for despise the UI. Easily the most cumbersome software install I've ever witnessed. Then the shear bureaucracy involved with ordering or buying anything would make the Federal Government blush. We've since lost our VAR status because we couldn't maintain their stringent minimum sales requirements. Now we're trying to migrate any of our clients that ended up on Lenel to modern manufacturers like RS2, Brivo, etc.

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