“Thanks to Renodis we get more in-depth reporting, analysis and control of our mobility area, including both spend and usage, while freeing up more time for myself and my employees to focus on other areas for our customers.” – Mike Colley, EUC Infrastructure Architect, Wright Medical Group

“Renodis has been instrumental in driving down our telecom costs while increasing our service. It’s Renodis’ people that have made a difference. From how they leverage their relationships and experience with our telecom vendors to the quality of care they provide when assisting our employees and stores. Renodis is a true partner and an extension […]

“Renodis has been a game changer for DRC.” – John Bandy, CIO & MSPBJ CIO of the Year

John Bandy, CIO at Data Recognition Corporation, knew they needed to “think differently” if they wanted to focus on differentiating their business.

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DRC call outs

INDUSTRY: Commercial Scientific Research Services
NUMBER OF LOCATIONS: 10+
NUMBER OF EMPLOYEES: 600 full time, 3000+ seasonal
PRIMARY BUSINESS DRIVER: Driving innovation and technology, agility, client experience, responsiveness

CHALLENGE

Business Challenges

  • “Seasonal” environment causes peak times that require higher level of services and customized cost-effective solutions
  • Challenging telecom financial management process, controls, and visibility

Communications Challenges

  • Employee changes caused uncompleted projects resulting in duplicate services and invoices
  • Needed proactive MDM support
  • Limited telecom expertise and experience
  • Poor carrier visibility and support
  • Struggled with ongoing management of communications services billing and cost allocation

SOLUTION

TCM is the industry’s First Turnkey Communications Managed Services solution focused on a seamless and superior experience for clients.

  • End-to-end management of all communications
  • Managed with first communications ERP Renodis Vision™
  • “Un-telecom” experience
  • Based on 5 Management Disciplines
    – Technology Mgmt
    – Asset Mgmt
    – Vendor Mgmt
    – Financial Mgmt
    – User Support Mgmt

RESULTS
Renodis’ TCM Solution measures, then maximizes value within four key dimensions. This allows visibility and shows specifically how TCM has added value.

Technical

  • Renodis monitoring solution, Beacon, improved response times and reduced downtime
  • Customized solutions put in place handle seasonal spikes
  • Reduced security risk due to enhanced MDM management

Economics

  • Audit and financial management resulted in ongoing cost savings of 20% in Wireline and 50% in mobility
  • Improved monthly reporting and visibility of communications services billing
  • Renegotiation of MDM contract resulted in 30% savings

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Support

  • Help desk integration increased internal productivity
  • Accurate, real time visibility of communications services assets and inventory
  • Renodis project management office assisted with relocation of data center facility

Business

  • Improved focus on IT related initiatives and technology to drive business value
  • Ongoing cost optimization to manage costs and improve financial performance
  • Improved employee productivity as a result of professional management of communications

Download Printable PDF

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We loving volunteering!

On March 30th, 2017 –  thirteen Renodis employees volunteered at the Second Harvest Heartland Headquarters in St. Paul, packing a month’s worth of meals into a single box to be distributed. Second Harvest Heartland is an incredible organization where 94% of everything donated goes directly to fighting hunger and service over 532,000 people each year.

Renodis Volunteers at Second Harvest Heartland

Picture above is the team that volunteered at Second Harvest Heartland on March 30th, 2017.

During the two-hour session, our team, along with a few other volunteers from other organizations, packed 12 pallets (600 boxes, 18,000 pounds, 9 tons) equaling 15,000 meals. The meals that were packed were for local senior citizens. Did you know senior citizens are the fastest growing population who are visiting food shelves, but hesitate to ask for help and are part of the “hidden hungry” in our neighborhoods? Volunteering at Second Harvest Heartland is a wonderful way to give back to our community and we plan on going back again soon.

volunteering at SHH

volunteering at SHH

Our staff members having way TOO much fun – get back to packing!

renodis volunteering

renodis volunteering

Interested in volunteering at Second Harvest? Follow the below link:
http://www.2harvest.org/get-involved/volunteer/#.WOPEkzvyuUk

 

 

Mobile technologies are becoming increasingly ingrained in business – and changing human behaviors. However, mobility-lagging organizations will see negative impacts according to Gartner, Inc., including losing skilled workforce, lower productivity, and reduced satisfaction among customers and business partners.

Great customer service is the lifeblood of any business. The goal of great customer service is all about providing a trusted and positive customer experience and ensuring they are happy and confident in their choice.  They say a good salesperson has the ability to sell anything to anyone at least once. However, the customer service provided CAN be that significant differentiator and determine if they continue to be a client.  By delivering a positive and trusted customer experience, you can not only increase the likelihood of up-selling opportunities, but also ensure your client will recommend you to others.  The essence of great customer service is forming a solid and trusted relationship with your clients.

#1 – First Impression

Ensure that every one of your customer facing associates are capable of making a good first impression. First opinions are formed within the first 10 seconds of meeting someone new. Being on time, prepared, being yourself and presenting yourself appropriately are all important traits that will affect that first impression.  You never have a second opportunity to make a warm and welcoming first impression.

#2 – Provide Timely Responses

Customer support response times can dictate how a client perceives your company and can affect the overall customer experience.  Keeping your clients informed in a timely manner by answering your phone and responding to emails within a reasonable time-frame are essential to great customer service.

#3 – Listen to Your Clients

There is nothing more exasperating for a customer than to communicate and explain things multiple times because you truly aren’t listening.  This can definitely have a negative effect on the overall customer experience.  It is imperative to always pay attention and REALLY hear what your customer is saying.  Let your client talk and show them that you are listening by reiterating what they’ve said and suggesting how to solve their specific problem.

#4 – Deliver a WOW Experience

A WOW experience is delivered by combining empathy and a true understanding of what your client is facing — and then identifying and resolving that challenge.  The best way to understand your customer is to look through the “lens of the customer”.  But be careful to not promise anything unless you are able to follow through with that promise. Being prompt and taking the extra steps goes a long way in showing your clients you care.

#5 – Show appreciation to your customers.

Thanking customers in a meaningful and thoughtful manner on every customer encounter shows clients you care and appreciate their business.  Showing our appreciation via a thank you note after a meeting, a “thank you” gift at Christmas, birthday greetings, taking a client to lunch or inviting them as your guest to a special function, etc.  The key to customer loyalty can be embodied in two simple words: “Thank you”.

Providing great customer service is integral to any successful business. It is about doing the right thing to the best of your ability and being that trusted adviser.  Taking care of your customers creates a trusted positive customer experience and helps encourage them to continue buying from your business through good times and bad.

Mitch Gipp is an experienced Client Engagement Manager who has worked in the telecom industry for over 22 years. For more information on Mitch’s tips, or if you have any comments or questions related to this post, please contact him at mgipp@renodis.com.