Providing an on-point, creative solution that increases a client’s return on technology investment and produces the Raving Results we constantly seek to deliver.

The Client: Hot Spring County

The Account Representative: John Drury

In March 2016, John Drury came to Datamax with more than 20 years' of technology hardware/software experience.

When it comes to being both an office equipment and IT services provider, John can talk “both sides of the house.” It’s no surprise then, that after two years of selling office equipment, John has worked extensively with TechCare. And the results have been outstanding.

As tech-savvy as John is, he says it’s an ability to speak to the human side of network-related challenges – what’s relevant to the client – that has made a big difference.

The Business Challenge

When John first approached the offices at Hot Spring County, Ark., what he noticed very quickly was a lack of trust. Current providers were one or two-man entities who were not nearly responsive enough. In the case of the 7th Judicial Circuit in Hot Spring County's office, they were greatly concerned about their backup solution currently in place.

Employees there felt neglected. They often wondered if they’d ever get a call back (from their IT Provider at the time).

“I run into it all the time,” John said. “I liken it to the shade tree mechanic out there. He’s there, and you can call him to fix your car. But is he really making sure that your car is working properly long-term?.... We’re the opposite of that.”

Their infrastructure was certainly neglected. Compliance issues were being ignored. The backup solution in place was, again, a huge concern. 

The Thought Process

“I try not to get too technical,” John says. “I pride myself in the ability to translate the technical side of my experience to the human side.”

For instance, when John visited another court in Hot Spring County and noticed a lack of infrastructure, he discussed the compliancy risks the court was taking.

“There are a certain number of things you have to do according to the Arkansas Supreme Court. Compliancy is the number one thing. Otherwise, you’re at risk and the Supreme Court will come after you,” he told officials there.

And the extra costs incurred with a program like TechCare?

“We’re preventative. We’re looking for all these kinds of risks that I mention. We’re monitoring the equipment to see if it’s going to fail. It’s a little like car insurance.”

The Prevailing Results

“(With TechCare), we were able to resolve all their concerns. We removed a lot of their anxiety,” John said. “I had a previous relationship with the circuit judge there. There wasn’t a lot of technical discussion. I knew what their needs were on the front end. It was really a matter of, ‘how much is it going to take for you to take this pain away, John?’”

John says the county officials there are “absolute, hardcore Raving Fans.”

“If you can picture what Mr. Barry Simon dreams of what a ‘Raving Fan’ is, this is it,” John says. “If I ever need a pick-me-up, I just walk into that courthouse!”