At Beacon, our success hinges on how well we know our clients. That’s what empowers us to anticipate their needs and deliver the right solution to the right problem at the right time.
That doesn’t just happen by accident. It happens with a purposeful effort to get to know and understand our clients, their business needs and future goals. And, as with any successful relationship, it all starts with asking questions.
Every once in a while, we wrangle one of our clients for an honest conversation about what we’re doing well and how we can improve. After all, you’ll never know if you don’t ask.
This month, we had the privilege of chatting up Ken Dobbins, Vice President and General Manager of RSVP Communications, Inc.
Conversation with Ken
Beacon: How does BITS help you be successful?
Ken Dobbins: You play a huge role for us. When we joined up with Beacon we ended up getting a lot of brains and a lot of different perspectives on how things can be done. You get all these smart people in a room that come up with great solutions. We’ve had great success with you guys.
B: What separates BITS from other IT services/providers?
KD: Your performance is really a cut above. If there’s an issue, you can get somebody over here pretty quick. Your monitoring capabilities are outstanding. And, you guys are reading, developing and understanding what the market is doing every day. That’s your job.
B: What’s the best part of working with BITS?
KD: Your understanding of the industry. The flexibility that you have. And, your customer service – Beacon has got a great team, top to bottom.
Contact Center Upgrade
On top of the core IT services Beacon provides to RSVP, we’ve also had the chance to help out with a couple of special projects. One such opportunity was the expansion of the RSVP contact center.
KD: Here’s what’s amazing. With the help of you guys and three other companies, we were able to rip out the entire Contact Center – all the work stations, all the carpet, all the wiring, all the electrical – and come in and run new electric with drop downs from the ceiling, instead of in the floor. We were able to – in a three-day period – come in, rip it all out, put it all back in, and on Monday morning, the agents were able to come in and go right to their work stations and go to work.
In addition to upgrading the Contact Center, Ken also oversaw the expansion of the RSVP Communications warehouse from 79,000 sq. ft to 109,000 sq ft.:
KD: You guys were instrumental in coming in and making very good recommendations on what equipment we should have, what equipment we shouldn’t have, and monitoring the guys who were doing the actual install – pulling the wire, putting the equipment in – monitoring all that to make sure that they’re putting in the right stuff.
At the end of the day, there were some issues that you identified that we were able to get fixed along the way.
It’s not that anyone was doing a bad job. It’s just that you guys were just doing a great job to ensure that it was being done right. That was extremely successful, and the new facility is up and running flawlessly pretty much.
About RSVP Communications
The company delivers a number of services, helping clients market, sell and deliver their products to their customers. These services require a broad set of competencies – from web developers creating custom CRM applications and friendly customer service representatives managing customer questions and orders, to a robust warehouse operation ensuring that the right products are shipped on time and where they need to go.
That’s quite a complicated operation. But all the complexity is skillfully managed with strong infrastructure, experienced people, proven systems and reliable technology.
Industry: Product Fulfillment, Call Center Services, Marketing
Location: Greensboro, NC
BITS Services: end-user support (managed IT), server support, IT consultative services, expansion support