Kim Southerland

Account Representative  - Fort Smith Office

I think River Valley Primary Care is definitely my story of a hero customer. They are making a difference in the lives of the underprivileged and in children in many communities around this area and I am proud to be a resource for them.

When I first met with Misty Simpson, IT Manager for RVPC they had some really rather dated equipment that just wasn’t user friendly or effective for what they do. River Valley Primary Care has set up clinics with dentists, doctors, pharmacies, optometrists and even therapists on many rural school campuses to serve children during the school day. They not only serve children but adults of all ages and of all economic situations. They help people apply for government assistance, insurance and are a resource for mental health counseling, addiction recovery and behavioral health. I think the most benevolent part of what they do is in their philosophy: “to create an inviting Health Care Home where hopes and dreams of good health can soar. River Valley Primary Care Services is based on the commitment to provide quality comprehensive and preventative health care that is affordable to all people in Arkansas, including those with insurance, those without, and those that are underinsured.”
Last year I was able to meet with Misty, find out what their struggles were, learn what their future plans are, and offer a solution that would help them be more efficient and effective in their day-to-day operations. Misty chose to use my recommendation and she has been a raving fan since. I am proud to help my hero RVPC to do what they do!

 

Carol Robbins

Account Representative - Texarkana Office

A current customer, A. O. Smith Funeral Home, had two locations. One location was bought by Alvis Hamilton. Mr. Hamilton needed something more than the black/white desktop that was currently being used. I met with him to discuss his needs and we decided on a color Kyocera. This enabled him to create his own programs and do away with outsourcing completely. He was such a Raving Fan that he recommended me to R. L. Reed Funeral Home in Magnolia. They now have a color Kyocera and are on their way to becoming a Raving Fan as well.

 

Kelly Hunley

Connectivity Specialist  - Tyler Office

My main goals when a customer calls are:

• Address their needs
• Resolve their issue
• Make them feel better about calling us

We had a call out of Dallas/Fort Worth call in this week, they had a machine installed three or four days before and were having printing/scanning issues. Their internal IT person had convinced them it was a printer issue. She was really wanting someone to come on-site. I said, “Ma'am if you don’t mind, I’d be happy to see if I can try to solve this remotely for you." Long story short, I figured out what was going on and had the issue resolved in around 30 minutes. I stayed on the phone with her so she could test everything.

At the end of the call, she said “Wow, it all works!” Hopefully, they won’t hesitate to call us the next time an issue like this comes up.

 

Mike Stokley

Technician - Longview Office

Out at Beckville ISD, we had a machine in which a stapler had moved to the back of the finisher, and they couldn’t access it to remove staples.

I called the customer up and asked her if she’d be willing to try to fix this quicker over the phone. I had her reboot the machine, which moved it back to the home position, and they were able to replace the staples.

At schools like Beckville, they keep those copiers going all the time. Being down to them is a huge inconvenience, especially when they need packets stapled and can’t get them to do so. As long they’re willing to try (over the phone) what you want them to do, we can get them back up and running asap.

The customer feedback: "Mike called and he did a great job walking me through how to fix the copier. zero, downtime : )"

 

Monique Sineni

Business Process Consultant - Dallas/Fort Worth  Office

I went out to visit with the staff at a local nonprofit during a real somber moment for them. Their organization was dissolving after 20 years, she was very emotional about that. We had donated the copier to them, and she was needing to cancel the service agreement.

When I went out there and heard their story, I asked what I could do for her to make it simple. I made suggestions on how she could help recoup some of the costs associated with the hardware. I also shared a story with a nonprofit I was a part of, and really just really tried to make her feel #1 and show how much I cared about her as a customer and a partner.

The customer had this to say in an email: I would like to send kudos to and many thanks for a Datamax employee, Monique Sineni. As our sales contact, she has been immensely supportive as our nonprofit goes through a tough transition time. She helped me with our Datamax contract and with equipment advice that I didn’t expect but greatly appreciate.

She, like Jeff Graul before her, has been highly supportive of the work we do at this organization nd Datamax’s role in making that happen.

Thanks for hiring and (hopefully honoring) such great staff members!