Biz Of The Month: KELCOM Revolution IP, Windsor

OF THE MONTH KELCOM Revolution IP . . . A Customer Service Icon Who Listens, Adapts And Delivers

By Victoria Rose

In 1969, Vince Otcenasek, an immigrant from the Czech Republic, created KELCOM, a business that serviced radios for ships passing through Windsor Essex via the Detroit River.

The company began to add different kinds of telecommunications services and products as the demands of the community grew, expanding to include telephone systems, security, and eventually Internet access.

In the early ‘90s, Otcenasek decided to split the business into seven divisions so that each could focus on its own niche. He became a partner in all of the divisions and created an opportunity for employees to become owners, a tradition that is still in place today.

Gerry Vanderheide became the owner of KELCOM Voice & Data, eventually launching KELCOM Internet as a sub-division.

In 2016, he split the company in two, and Dejan Todorovic, another KELCOM employee, bought into the business.

After operating separately for eight years, this summer, KELCOM Voice & Data and KELCOM Internet announced they would realign under the same banner: KELCOM Revolution IP.

Todorovic, 51, has managed the Internet division for 25 years and now runs the business. Vanderheide, 59, focuses on customer acquisition and large account management. The move comes after listening to what customers want and adapting accordingly.

“The telecommunications industry is going through unprecedented changes,” indicates KELCOM Revolution IP’s new President, Todorovic.

He says that all of the current services — like phone service and Internet — tend to blend for customers now so their expectation is a single point of contact.

“Our focus is on our customers,” expresses Todorovic, pointing to the company’s 4.5 star Google rating. “Our high satisfaction rating is due to our friendly and local customer service, expertise, and willingness to go that extra mile for our customers.”

Todorovic believes that stellar customer service is a differentiator in the telecom space: “When a customer calls our company for services, we take the time to understand their needs, challenges and expectations and provide the best solution and advice. We will even recommend our competitors if we feel that their solution is the best option for the customer.”

Making a commitment to customers and then delivering on that commitment is the key to their success and has kept the company going for more than 50 years.

Todorovic and Vanderheide, 25 and 30-year plus veterans of the company respectively, add that the company’s success is also due to having excellent employees.

The owners are proud of their local roots and the ability to provide good jobs, especially to recent graduates looking to start their careers.

Bringing in new talent to complement the expertise from longstanding employees (half the staff has been with the company for 20+ years) is another reason for their success.

“My approach to business is to focus on what is best for our employees and customers,” Todorovic states. “If employees are happy, customers will be too.”

Having solid business goals, a strong customer base, and reliable staff meant that despite COVID-19’s roadblocks and skyrocketing usage costs, KELCOM Revolution IP was able to survive and avoid layoffs.

The company’s plan with the new merger is to restart their growth and add new services.

Current services include Telephone Systems (PBX), Internet Services, Telephone and Fax Lines, Web Hosting and Email, and — just added — Digital Marketing Services and Networking Support.

For 50 years, KELCOM has proven that telecom companies differ in more than just pricing.

According to Todorovic, having a local presence and expertise is incredibly important: “There are definitely companies out there that may sell services for less. You may save on the upfront cost, but end up spending twice as much paying for support when issues occur.”

To learn more about KELCOM Revolution IP, to find current promotions, and discuss what services are right for you, visit: RevolutionIP.com.

Gerry Vandeheide, the head of the KELCOM Voice & Data division for over 33 years, now focuses on customer acquisition and large account management. Photo by Rod Denis. Dejan Todorovic, President of KELCOM Revolution IP is shown outside his Windsor office at 8605 Twin Oaks Drive. This summer, KELCOM Voice & Data and Kelcom Internet announced they would realign under the same banner: Photo by Sanja Tabor.