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.

Growing up, Jonathan’s father worked as a pharmacist. He has distinct memories of watching his dad answer phone calls at 11 p.m. from a customer with a sick kid, and then his dad getting out of bed and opening up the store so they could get the medicine they needed.

His father’s level of client response and resolution became embedded into Jonathan’s work ethic. The way he puts it, the most important quality you can have as a sales rep is responsiveness.  Trust is a gradually-earned attribute, but one that must be consistently pursued.

One client that’s certainly earned Jonathan’s trust is Saracen Casino in Pine Bluff, Arkansas.

The Business Challenge.

The casino had been using Datamax for service (ITT) for several years, and was extremely happy with the results. Like other casinos, they hold a vast amount of personal customer data and have many gaming laws that must be adhered to. Security was a definite challenge and priority. The company was also moving into permanent admin offices, so growth was on the horizon.

That was all important. But Jonathan’s first step was to establish rapport.

The Strategic Approach.

“In my initial discovery I had with them, I met with the CIO and we just talked about how they operated, what laws they had to adhere to,” Jonathan said. “They have machines hidden inside columns inside the casino that run output reports on machines that paid out and who they paid out to, etc. They had to print those reports out, so security was a big deal to them.”

After that initial meeting, Jonathan was consistent in his responsiveness to questions month after month. He says that it “takes time” with FTAs, and trust isn’t built in a single exchange. Jonathan was steadily in contact with his contact there for more than a year, yet with a consistent sense of responsive urgency that never wavered.

He used our amazing service team to his advantage: Jonathan leaned into the already-established relationship with the technicians who visited there regularly.

“When service tickets were called into their vendor, essentially they would call us. The general question I proposed was: If we’re already taking care of you, why would you go through a third party?” Jonathan said.

Jonathan also leaned on Solutions Specialist Trish Williams as they proposed uniFLOW as a perfect anecdote to their security concerns. It was a massive hit with the CIO.

“By the time it came down to them being able to make a decision to change, I think they were very comfortable with us. I did the legwork on the front end to where it just felt like almost a natural move to Datamax,” Jonathan said

The Prevailing Results.

“I think it was just the amount of trust that I was able to build up there,” Jonathan said. “People want to work with people they know they are gong to take care of them and have their best interests in mind.”  

Which Jonathan unequivocally does. Even if that phone happens to ring at 11 p.m. with a sudden need… it might not be a parent with a sick kid on the other end of the line, but he’s got that same work ethic embedded in him.