BUSINESS RESOURCE GUIDE
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Achieving Technology Confidence Through Strategic Partnership
By Eric Madden President and Partner, Astute Technology Management
As cloud computing, mobile technology, and artificial intelligence (AI) continue to drive new levels of business efficiency, many companies are looking to put IT at the forefront of their business strategy.
With a lack of senior IT staff internally, most companies look to an external partner to fill that gap. But how do you find an IT partner that you can trust to help you navigate that landscape, invest in the
right technologies, and keep your staff productive as you adopt these new tools?
With many IT services firms making similar claims, it can be extremely difficult to know which one is going to be a true partner you can truly rely on, and which is going to overpromise and underdeliver.
The easiest place to start is with the numbers. There are well-defined metrics, standards, and certificates that any reputable IT firm will possess. Evaluating their help desk is a good place to start.
How many IT support issues do they solve on the initial support first call?
This is known as “first contact resolution” (FCR) in the IT world, and it’s a good way to judge if a company’s help desk team is knowledgeable and efficient. You can also ask about their “mean time to resolution” (MTTR), which measures the average time they need to resolve an IT support
A mature IT partner also understands that they’re not really in the IT support business, they’re in the employee productivity business. They should be able to articulate a medium and long-term strategy for your business that addresses current problems and lays out a roadmap for maintaining and enhancing the stability of technology before problems occur.
Switching IT companies is difficult and disruptive to a business. With the right due diligence, you can find a long-term partner who provides the strategic support you need.
3 Things to Know
ticket, or their customer satisfaction score (CSAT).
Building a strong partnership is about more than technical ability, however, which means evaluating a firm’s soft skills and abilities just as rigorously as their hard skills and certifications.
The right IT partner is honest, communicative, and understands your business. Client experience has moved to the forefront of the professional services fields, and IT companies should be no different. While that’s hard to measure, the company’s leadership should demonstrate early in the sales process that they have a mature service management process and the willingness to integrate your questions, priorities, and feedback into that process.
Transparency, trust, and teachability are critical elements of a successful IT services partnership; so are proactivity and vigilance.
• Does the IT company have deep client relationships? Good references and strong word of mouth are two powerful indicators that the company has a mature service offering.
• Industry exper tise is crucial. An IT company that can point to successes in your field is more likely to uncover issues other providers might miss. It also means they’ll need less coaching from your team to provide value.
• Beware of fly-by-night providers. The booming IT services field has attracted many inexperienced and disreputable providers. Hidden fees, oddly low fee structures, and operational opacity should be red flags.
For more information, contact Astute Technology Management at 614-3894102 or astutetm.com.
Hold On: What Businesses Need to Know About Unclaimed Property Laws
By Jameel Turner Member, Bailey Cavalieri
inders Keepers, Losers Weepers” may be the law of the playground, but for businesses that hold unclaimed property, adopting such an attitude is fraught with legal and financial peril. A company holding funds that belong to a customer, client, or another business or individual cannot simply pocket those funds because the owner may have forgotten about them, is unaware of their existence or has lost contact with the company holding the property.
The unclaimed property laws in Ohio and all other
states impose specific and multifaceted annual obligations on the holders of unclaimed property. Failure to comply with unclaimed property laws can expose a business to significant and ongoing financial penalties and other legal risks.
All businesses, including financial institutions and consumer-facing companies, often hold various types of unclaimed property. Uncashed checks, bank accounts, security deposits, unredeemed gift card balances or unused rebates, and customer credits are some of the most common sources of unclaimed property. If a business holding such property loses contact with the owner for a certain period set by law (referred to as the “dormancy period”), the property must be remitted to the state of the owner’s last known address or the business’ state of domicile via an unclaimed property report. When unclaimed property is reported to a state, the state becomes the trustee of that
businesses retain experienced counsel to help them navigate this significant and oft-neglected aspect of their finances and operations.
Bailey Cavalieri is a national leader in all aspects of unclaimed property law. For more than 30 years, we have successfully assisted clients across a broad spectrum of industries with unclaimed property law risk analysis and planning, policy and procedure development, annual compliance, voluntary disclosure agreement participation, and audit defense.
If your company is looking for an experienced partner in its unclaimed property compliance journey, look no further than Bailey Cavalieri.
3 Things to Know
property, holding it for the benefit of the owner until the owner makes a claim for its return.
That claim may come after the owner searches a state unclaimed property database, like the one maintained by the Ohio Department of Commerce. The state tracks owner information through the business’ annual detailed reports about the unclaimed property it reports and remits. This means conducting regular internal audits to identify potentially unclaimed property and establishing policies and procedures to meet all statutory reporting obligations. It isn’t unusual for authorities to conduct unclaimed property compliance investigations and examinations and pursue litigation involving a company’s handling of unclaimed property. Large or publicly traded companies are often targeted for enforcement.
Because of the legal complexities and risks involved for companies holding unclaimed property, many
• Businesses that hold unclaimed property belonging to others, such as uncashed checks, unused gift cards, or security deposits, can’t keep it for themselves.
• Like most other states, Ohio law imposes complex and multifaceted obligations on companies that hold unclaimed property, including filing annual reports with states that require such reports.
• Failure to comply with unclaimed property laws can expose companies to significant financial consequences and other legal risks, which is why so many businesses retain experienced unclaimed property counsel to help them satisfy their obligations.
For more information, contact Bailey Cavalieri at 614-221-3155 or baileycav.com.
Centric Consulting: 25 Years of Creating Unmatched Client Experiences
By Larry English CEO, Centric Consulting
The modern workplace is more complex than ever. Executives must navigate ever-evolving ways of working, rapid transformation, and constant change management. As a result, executive burnout rates are higher than ever.
If you feel overwhelmed, you’re not alone. Whether you’re a startup, a midsized enterprise, or a Fortune 1000 company, we all have digital, technical, and operational needs that can’t be met in-house. Finding a consulting company
that can meet you where you are, help guide you through complex challenges, and custom-tailor innovative solutions that meet your needs doesn’t have to be a burden.
Centric Consulting is an international management consulting firm dedicated to creating unmatched experiences and tailored solutions for your unique business needs. For 25 years, we’ve solved our clients’ toughest problems—from AI strategy and cyber risk management to cloud solutions and more.
Here are some recent examples of how we’ve helped our clients through a variety of complex business and technology challenges:
1. Recognizing the importance of AI literacy, a Fortune 10 company that pioneered e-commerce and logistics engaged us for AI literacy training. The goal: to ensure their business partners understood how an AI initiative would benefit them and ensure appropri-
ate use to maximize the value AI could bring.
2. We took a multidisciplinary approach to help a Fortune 500 insurer optimize four core new business workflow processes through extensive analysis, mapping, and prototyping. We incorporated automation after streamlining processes, resulting in an 87 percent reduction in manual steps and establishing a foundation for broader business transformation.
3. To meet changing consumer demands, a major consumer packaged goods company needed to provide retailers with real-time data on local product performance for better inventory ordering. We created a digital app offering an omnichannel platform for ordering, promotions, rewards, and product insights, enabling retailers to discover new products and stock based on localized demand.
Our team of experts is committed to delivering
transformative results.
With over 1,500 employees, 13 U.S. locations, and one offshore location, we can scale up or down quickly based on your needs, industry, and desired outcome.
3 Things to Know
• One in four Centric Consulting clients are Fortune 500 companies.
• Over the years, Centric has been honored with more than 100 awards for our commitment to employees, clients, and communities.
• 98 percent of our clients rate our value as great or good, and 90 percent of our clients return for a second project.
For more information, contact Centric Consulting at centricconsulting.com or linkedin.com/company/ centric-consulting.
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Choosing a Customer-Focused Information Technology Partner
By Naresh Induri CEO, Excel Management Systems Inc.
Excel Management Systems Inc. is an award-winning, minority-owned managed IT services firm headquartered in Columbus, Ohio. Established in 1989 and helmed by CEO Naresh Induri, Excel provides innovative technology solutions to clients in the federal, state, commercial, and nonprofit sectors nationwide.
Excel takes a customer-centric approach, delivering practical and cost-effective IT solutions tailored
to each client’s most pressing business needs. The company prides itself on being a trusted adviser, not just a consultant. Excel aims to build long-term relationships by continually adapting solutions as clients’ requirements evolve over time. This focus on ongoing value has earned Excel an excellent reputation and high customer retention rate.
Since its founding, Excel has experienced steady growth, at one point having over 100 technical and support professionals on staff. The company has expanded from serving state and local governments to federal and commercial markets, as well. Recent moves into cloud-based and employer-of-record solutions position Excel for continued expansion.
Excel’s success is driven by its service-oriented culture emphasizing quality, responsiveness, and commitment to customer value.
itself as a premier MSP known for innovative yet pragmatic solutions that drive performance improvements and enable clients to adapt to changing market conditions. Through longterm partnerships built on trust, Excel remains committed to empowering its clients’ technology evolution.
3 Things to Know
• Customer-Centric Focus: Excel takes a true partnership approach, acting as a trusted adviser to understand and continually meet clients’ evolving needs. This customer-centric philosophy has resulted in high satisfaction and retention rates over Excel’s 35-year history.
This approach has earned Excel numerous accolades, including being named to the Inc. 5000 list of the fastest-growing private companies in America and a top emerging company by Columbus Business First Other honors include reseller awards, entrepreneurship recognition, and business leadership accolades.
As a managed IT services provider (MSP), Excel offers a comprehensive suite to ensure clients’ systems operate smoothly around the clock. Core services include 24/7 network monitoring, help desk support, data backup/disaster recovery, and custom project deployment. Whether implementing new technology, optimizing existing infrastructure, or managing day-to-day operations, Excel provides expert IT management so clients can focus on driving their core business initiatives.
With 35 years of experience, Excel has established
• Comprehensive Managed Services: As a full-service MSP, Excel provides round-the-clock monitoring, help desk support, data protection, and custom project implementation. Clients get complete IT management and can offload technology operations.
• Award-Winning Performance: Excel’s commitment to delivering innovative, cost-effective solutions has earned the company numerous honors. These include being an Inc. 5000 fastest-growing company, along with reseller, entrepreneurship, and business leadership accolades. For more information, contact Excel Management Systems Inc. at 614-2244007 or emsi.com.
Public and Private Sector Groups Unite to Improve Health Outcomes
By Heidi Welch Chief Operating Officer, Health Impact Ohio
Health Impact Ohio (HIO) believes that all people in Ohio should have the best health care and social health experience possible. As a nonprofit, nongovernmental organization, HIO has demonstrated success bringing public and private entities together to learn and effect community change in support of our most vulnerable neighbors across Ohio, having done so since 1999. HIO’s last 5 years’ portfolio of program successes include:
• Our Central Ohio Pathways HUB Community Health Worker (CHW) program, which supports 39 CHWs working for 15
local health and human service agencies, has provided 36,172 connections to care and social services to our region's most at-risk, marginalized neighbors.
• CHWs in our program are tackling the infant mortality crisis in Central Ohio: 98 percent of children born to parents receiving CHW services were born at a healthy birth weight.
• CHWs have helped 241 individuals and families find secure housing.
• HIO's CHW Certification Training Program has graduated 236 individuals since July 2020, with students ranging from high school juniors and seniors to adults with doctoral degrees.
• Health Impact Ohio continues to lead efforts in quality improvement and transparency with our community partners, under the guidance of our quality improvement (QI) team. HIO-involved QI projects include: Funded by the Agency for Healthcare Research and Quality, the Heart
• Health Impact Ohio proudly serves as the fiscal sponsor and consultant for the Ohio Department of Health’s Center for Community Health Worker Excellence, the Ohio School-Based Health Alliance, and the Ohio Partnership of Families Impacted by Opioids.
3 Things to Know
• Health Impact Ohio is a Statewide Healthcare Improvement Collaborative headquartered in Columbus.
• We improve social drivers of health, health equity, access, and quality in all Ohio communities through: community engagement and partnership; multi-stakeholder training and coaching; data collection and integration; and strategy development and deployment.
• HIO is playing a pivotal role in increasing awareness and deploying life-affirming resources not only at the grass roots level with Community Health Workers, but through engagement with state and community decision-makers and other health professionals.
For more information, contact Health Impact Ohio at healthimpactohio.org.
Healthy Ohio Initiative is an extension of statewide activities conducted with the Ohio Department of Medicaid and Ohio medical schools as part of CardiOH. Heart Healthy Ohio brings together regional health improvement collaboratives to expand Cardi-OH’s aim to improve hypertension and diabetes management and smoking cessation in marginalized populations. HIO is proud to be working on a partnership with the Ohio Department of Medicaid (ODM), Colleges of Medicine (CoM), and other Community-Based Organizations (CBOs) to eliminate disparities in A1C control by integrating the lived experience and needs of patients and family members in quality improvement interventions. QI “hubs” across the state are required to engage patients and CBOs to establish linkages to social care for Medicaid beneficiaries. This hub project will work to identify areas of focus that have high potential to advance health equity in diabetes outcomes, working with practices and patients to understand and address barriers to care.
Empower Your Business with EV Charging Solutions
By Jeff Brock Co-Owner and CEO, Heartland Charging Services
The mission of Heartland Charging Services is to provide a positive owner and user experience with electric vehicle charging infrastructure. As a business owner, you are demonstrating a commitment to sustainability that will not only attract eco-conscious consumers, but also position your business as an industry leader in innovation.
It is evident that EV charging station availability
is one of the key factors when EV drivers develop their daily routines. The EV charging industry is expanding rapidly, and manufacturers are doing all they can to produce enough chargers to keep up with demand as drivers shift to electric vehicles.
Heartland Charging Services provides the experience to guide your business in creating an EV readiness program to meet your business objectives. We are currently partnering with the city of Columbus, Franklin County, and a variety of local businesses to support their EV infrastructure programs. We are also the largest channel partner for one of the biggest original equipment manufacturers in the industry. Our team ensures each charging station is the right fit for the project, installed properly, and maintained to provide maximum uptime for its users.
free consultation, you can customize an on-site plan tailored to your budget and specific needs.
The benefits of adding EV charging to your property are numerous. This investment will increase foot traffic to your business and generate extra income. Offering electric car charging options can also provide a competitive edge and help build customer loyalty.
By choosing our EV charging solutions, you’re not just investing in infrastructure; you’re investing in a sustainable, efficient, and future-ready business model. Contact us today to schedule your free consultation and start your journey toward EV readiness.
3 Things to Know
The initial costs and complexity of adding EV charging to your community or business can be challenging to estimate and understand. Having a trusted partner to walk you through the process provides the confidence needed to get your project through to completion.
The work does not stop there. It is important to have technical expertise and ongoing support to maximize positive user experience and uptime for the infrastructure. Managing an EV charging station requires specific technical know-how and consistent maintenance. Reliability is critical for a successful program to work.
Heartland Charging Services can simplify this process for your business. With demand on the rise for EV chargers, we want to provide a cost-effective solution for your project, and by leveraging our
• We provide our services throughout Ohio and the Midwest. With offices conveniently located in Dublin, Dayton, and Chicago, we can reach our clients quickly and efficiently.
• EV charging stations can be a new revenue source for your real estate that will increase property value over time.
• EV charging stations establish a new connection to the community and your business. We strive for a positive charging experience and can repair and maintain EV charging infrastructure already in place.
For more information, contact Heartland Charging Services at 800-409-2587 or heartlandcharging services.com.
Unlocking the Power of Social Media for Your Business
By Jackie Murphy Founder and Owner, Queen Bee
Creative
In today's digital age, social media has become an indispensable tool for businesses looking to connect with their audience, build their brand, and drive growth. While there are many platforms to choose from, LinkedIn stands out as a powerhouse for B2B marketing. As a social media strategist and marketing consultant working with small businesses in Central Ohio, I’ve seen firsthand how effective LinkedIn can be as part of a business’ market-
ing strategy. Here’s how you can leverage its power.
Building Your Brand On LinkedIn
A strong LinkedIn presence is essential for establishing your brand’s credibility and visibility. Start by optimizing your LinkedIn profile and company page. Ensure that your profile is complete and professional, showcasing your expertise and experience. Your company page should have a cohesive visual identity, consistent messaging, and regular updates that reflect your brand’s values and mission.
For personal profiles, use a professional headshot. For personal and company page banners, showcase projects, products, or partnerships. Use keywords in your headline and about sections to optimize searchability. Do not forget to personalize your URL, use the featured section, ask for endorsements, and invite connections to follow your page.
Engaging Your LinkedIn Audience
Engagement is key to a successful LinkedIn strategy. To increase engagement, create content that resonates with your audience. Share articles, posts, and updates that provide value, such as industry trends, tips, and success stories. Celebrate each other, show off collaborations and share your opinion. As a company page, give your employees content they are proud of sharing to their network.
Responding promptly and thoughtfully to comments and messages further builds trust and strengthens relationships with your audience. By showing that you value their input and are willing to engage in meaningful conversations, you can foster a sense of community and loyalty.
Analyzing LinkedIn Performance
To ensure your LinkedIn efforts are effective, you
must know your social media goals and review your analytics. Monitor metrics such as engagement rates and reach. These insights can help you understand what’s working and what needs adjustment.
For example, if you notice that posts with certain types of content receive higher engagement, tailor your strategy to include more of that content. If certain posts underperform, analyze why and make changes. Being flexible and data-driven in your approach will enable you to continuously improve your LinkedIn strategy.
Learn more by connecting with me on LinkedIn or contacting me for a consultation.
3 Things to Know
• Showing up personally on social platforms builds the LIKE factor: When you appear personally in posts or videos as a thought leader and active participant, it creates a more relatable and likable presence.
• Showing up consistently builds the KNOW factor: Regularly posting content helps your audience become more familiar with your brand, leading to stronger recognition and connection.
• Showing your team builds the TRUST factor: Sharing behind-thescenes photos and team member highlights can humanize your brand and build trust with your audience.
For more information, contact Queen Bee Jackie Creative at 614-266-2439 or queenbeejackie.com.
Jackie
Photos courtesy Brooke Bentz Photography