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: Healthcare Express

The Account Representative: Tiffani Smith

Tiffani Smith simply wouldn’t give up.

The first time she met with Healthcare Express, an urgent care facility in Texarkana with 21 locations in Texas, Arkansas, and Oklahoma, she’d already been briefed by Sales Manager Lee Wheelington. The account was already ready to move on when their leases were up in the next year.

But Tiffani visited anyway. She decided to make this customer a huge priority, and winning a Raving Fan when there was little for the fan to Rave about.

That is, before Tiffani stepped in.

The Business Challenge

When she met with the contact the first week at Datamax, not long after the acquisition of Firmin’s Office City’s copier division, the main contact and IT Director there wasn’t happy with the product … but especially not with the level of service.

“His biggest issue was service. He explained that being a healthcare facility, they can’t have their main machine go down for any extended amount of time. And he said that he was going ‘local’ with his next technology partner.”

Tiffani explained that Datamax was indeed local, with an office in Texarkana, and that service was a huge priority for her and the entire organization. And then she made a proposition.

The Thought Process

“I said ‘let me have this year. Let me show you what Datamax is, what we’re about, and just how service-oriented we are.’ And so I made that my goal, to win him over before the leases were up.”

Any time something happened at Datamax, she shared it with him. She checked in with him every week. She dropped in emails to ensure everything was running well, service calls were meeting his expectations, etc.

“We did Partnership Reviews once a month. I wanted to make certain that I was showing him our service response times. A lot of times IT directors don’t see that – they just know that a printer has gone down. This was my opportunity to show him, ‘you had this many service calls, and this is how we responded.’”

Tiffani also checked in with end users to see if any issues existed on the front lines.

“I always let people know, we are local. We have an office on the State Line. And I’m local. I live in Texarkana, I was born and raised here. I know the community, because I’m part of it,” Tiffani said.

The Prevailing Results

“After a few months, I felt pretty confident about things. He was very impressed.”

Even better than that – Healthcare Express had several vendors’ equipment at many of their locations, and Datamax is in the process of knocking those machines out to become the sole office equipment partner in Texarkana and beyond. The IT Director is excited about moving forward with Datamax.

“What turned him around, I believe, was just consistency,” Tiffani said.

“Previously, he didn’t have people do everything they said they were going to do ... I knew it had the potential to be a large account. I worked that through and through for an entire year, and it’s finally starting to take off.”