Creating Raving Fans

The Employees: Tyler Service and Warehouse Team

The Clients: Legacy at Jacksonville; The Village at Heritage Oaks; Legacy West

Talk about service responsiveness. Talk about cross-team collaboration. Talk about Raving Results.

Multiple Datamax Texas offices came together to install equipment for three East Texas retirement facilities in dire need of equipment. And they came together fast.

What was the Client's Need?

Three retirement centers in East Texas, who fell under Dallas Senior Business Process Consultant Jeff Graul’s account,  had signed on with Datamax. Unfortunately, their current vendor was pulling all of their equipment, leaving those offices with no working devices.

Jeff Graul reached out to the Tyler office to:

• a). Let them know that 11 machines were being drop shipped to their location; and,
• b). Ask how quickly they could get them installed, given the urgent situation.

How did the Team Approach the Challenge?

Tyler Service Manager Justin Harper’s response?

“We’ll do everything in our power to get the customers up and running.”

His thought process?

“Let’s get it done.”

Knowing the three locations had no equipment and every hour is crucial, Justin organized a team-wide effort.

“The equipment hit the dock at 11:15 a.m. on a Friday. Myself, Roy Martin, Kody Molloy, Michael Johnson, Brian Wright, Michel Snow and Tavon Green started unboxing the equipment and getting it set up. We got them out for delivery, and the first three machines were being installed by 2:30 p.m. that day (in Jacksonville),” Justin said.

Chad Hampton, Mike Slocum and Kirstie Teague arrived with the truck and quickly finished the installation process and trained on the new equipment.

In the meantime, the team got busy prepping the remaining eight devices,  getting them ready for a Monday morning delivery to two locations in Corsicana. By 3 p.m. that Monday afternoon, all three clients were 100 percent up and running.

“We came together as a team,” Justin said. “It was simply about getting that customer taken care of. They took a risk when they changed their provider to Datamax. So we wanted to live up to the expectations we had set.”

What Made Them a Raving Fan?

The clients were more than pleased to be up and running so quickly after abruptly having their devices pulled. But the East Texas Team might have created a new raving Fan in Dallas, too.

“I wanted to reach out and thank all of you for helping us get new machines set up, delivered, connected and trained so quickly,” Jeff Graul sent out in a team-wide email. “All three of these facilities were in dire need of new equipment and you made it possible. I want you to know how much I appreciate what you did and the sacrifices you made!”

Talk about Creating Raving Fans.