Hall of Fame - 2021 (AMERICAS Edition) by The Enterprise World

2021 AMERICAS

HALL OF FAME

From Editor’s Desk “Good buildings come from good people, and all problems are solved by good design.” — Stephen Gardiner

ooking Ahead to a Year of Success and Growth!

With pandemic that brought the whole world to a standstill, 2021 has been a year of hope and new opportunities for many people. With their unending zeal, they showed us how strong is humanity, how we can rise up together and start running the machine again. Our special issue of The Enterprise World’s Hall of Fame, we bring to you the stories of companies that have shown everyone how to run organizations in the hardest of the times. They have shown us that it is when challenges weigh you down, that is the best way ever to spring back up, strongly than ever! It is something like it with the challenges we face. It is very easy to put our heads down and look at all the negatives that could happen. At times such, it gets hard to focus on the positive aspects of life, it becomes hard to believe the fact that good things are happening, if only we remain patient. These companies have shown us what hope looks like. Even when times got hard, when it became hard to focus on what was good, the leaders suited up for the day, each day and presented to us with their amazing stories of success. To put it in diﬀerent words, success sounds nothing like hard work, but hard work does have a ring of success to it! So here we are, appreciating all those people who never gave up and gave our millennials to look up to something. Cheers to a new year of success and growth!

Shalmali Shalmali W.

The Enterprise World, 1985, Henderson Rd, Columbus, Ohio, 43220

For Editorial Concerns: editor@theentetpriseworld.com For Sales & Branding Enquiries: sales@theenterpriseworld.com For Subscription: info@theenterpriseworld.com Publisher The Enterprise World Creative Content Editor Shalmali W. | Adeeb Marketing Coordinator(USA) Peter J. PR & Marketing Coordinator James H. Business Development Executive Richel H. Creative Design Head: Sushant K. Social Media Manager Narendra S. Digital Circulation Manager Amanda V.

This list is NOT a ranking. The companies on listed in magazine serve different aspects of the market, making ranking them in any order except revenue impossible and unfair. We try to bring a perfect platform for business organization to showcase their valued products/ services. Copyrights © The Enterprise World | 2019. All Rights Reserved. The images and content included in this magazine should not be copied, transferred or reproduced in any form or by any means, electronics, mechanical, photocopying, recording, otherwise, without proper permission from The Enterprise World. The Enterprise World solely owns all the reprint rights.

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his post-pandemic period might be the best time for a medical spa to attract customers. Why? Because everyone is stressed, tense, and bored of staying home. But as a med-spa owner, you can't just rely on traditional marketing methods to get new clients.

You have to move a step beyond and towards digital marketing. This extremely popular and fast-growing marketing method has become one of the best ways to reach new clients and interact with existing ones. But even though digital marketing is nothing new, many spa owners continue to struggle with it. They don't know where to start or how it works. And if the same is true for you, read the top 5 hacks below to understand how you can excel at digital marketing for medical spas. 5 Tips to Excel at Digital Marketing for Med Spas 1. Define your target audience To increase your client base and ensure that people show interest exclusively in your medical spa, you must know your audience first. Blindly advertising might do the job, but careful targeting of the audience will lead to a better response. For example, let's say that according to your stats, your client base has a majority of people lying in the age group of 3040. Then, you must tailor your campaigns to people of that particular age group. Similarly, focus on your audience's demographic too. Careful advertising to draw the interest of your target client base is extremely important, regardless of the services you offer. 2. Engage with your community An average person looking for a service online almost always goes through the reviews that google provides. In fact, in 2016, 90% of people read at least one review before n choosing a vendor or service. So, you must have positive customer feedback with good reviews. One of the best ways to do this is by the screening process. After a client visit, take feedback from them immediately. If the feedback is positive, give them an option to post a review. If the feedback is negative, you may

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directly contact the client to assist them and improve your service. By doing this, you provide a sense of importance to the client by considering their suggestions. And either way, you will have genuine clients speaking for you online – something that will always attract new leads. 3. An effective and creative website If you are new to online advertising, one of the first steps is creating a smoothly functioning website. It's also crucial that your website's backend and frontend are well taken care of. Your website should be compatible as well with mobile devices as it is with desktops. Since 2017, mobile web traffic has been responsible for half of all global web traffic. So don't ignore tablet/mobile competency of your website. People are more likely to stay on an easily navigable website with eye-catching graphics and images. Use more pictures and videos and less text for the website. As a spa, you won't have trouble clicking original, aesthetic images for your website. You can jazz them up by adding quirky taglines. Along with a creative website, ensure that the ads that will lead to the website are equally innovative and catchy for people to click on. Engagement of ads is also critical. PracticeBloom specialises in medical spa marketing and can help you design perfect and original ads leading to your landing page. So contacting them is a good idea if you're just starting. 4. Provide gift cards and incentives on referring friends As much as people like a rejuvenating experience, they're constantly looking for some profit along the way. Giving them some incentives and concessions is an excellent idea to increase your spa's popularity. Handing out online gift vouchers or discount coupons is sure to tempt them to visit your med spa more often. Moreover, it's a great way of advertising. Another fantastic way to increase your client base is by providing incentives for referring friends. This would also

lead to free-of-cost advertising along with more customers. You may provide complimentary services to clients who advertise you on their social media pages. Providing cool merchandise to your clients as a bonus is also a good option. 5. Choose the right social media platforms for marketing While social media, in general, can mean a lot of things, most of the audience is concentrated on famous platforms like Instagram (500 million active users), Facebook (1.84 billion daily users), and Twitter (330 million users monthly). All these platforms are excellent for med spa marketing because they let you post pictures and videos too. And for a spa, these speak more than words. But to ensure success on them, you must be active and aware. Social media marketing is very dynamic. So you have to be trendy and unique to be noticeable. If you aren't good at it yourself, hiring an expert social media marketer might be a good idea. Wrapping Up These were the top 5 digital marketing hacks for medical spas that will be most eﬀective for lifting your client count to new heights. Do remember, along with seeking new clients, you must also focus on retaining the old ones. Thus, along with good advertising, excellent services are mandatory for a business to reap maximum beneﬁts.

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Denise Sangster Helping And Inspiring To Build Cutting Edge Technology

President & CE Global Touc

or 25+ years, Denise Sangster has advised the world's most innovative technology companies, helping and inspiring them to build cutting-edge disruption through next-generation partner ecosystems that generate predictable and sustainable revenue, growth, and profitability, and aligned with required customer business outcomes. She currently serves as the President and CEO of Global Touch, a tech consulting firm. Like any company, growing industry reputation is a journey. She was known within the partners and customers she was working with but had to find an opportunity to scale her reputation. This certainly wasn't the easiest thing to do and required patience and perseverance. Denise got through this by writing columns for a collection of IT publications around the world, which gave her the visibility she needed in the early years of her business. “I am a woman, but I never considered this a barrier to success”

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When Global Touch launched the ﬁrst pan-European IT conference focused on partner ecosystems. At the time, it was unusual for a female to work at a management level in the IT industry, particularly outside the US market. Initially, Denise had male colleagues tell her they did not need an “American girl to help Europeans with their business”. She viewed this statement and others as opportunities to turn them into supportive peers and ultimately some into clients, both of which she accomplished. “Skate to where the puck is going, not where it has been.” - Walter Gretzky

“Our sweet spot is helping technology companies grow predictable revenue by unleashing the power of partners” Many technology companies continue to use strategies, programs, and investments that worked ﬁfteen years ago. These obsolete partner models are limiting the potential for success and opening the door to emerging and established competitors. At Global Touch, they look over the horizon to lead their customers through conventional and creative partnerships, while navigating unparalleled market dynamics and changes. Products/Services

Global Touch is a partner ecosystemfocused strategy and go-to-market transformation consulting ﬁrm for the hybrid and digital computing world. Since 1990, Global Touch has created game-changer opportunities for its clients who are investing at the moment to leverage the future. Their data-led management consulting services help technology companies create partner success.

The IT industry, customers, and partners are re-imagining how to adapt or embrace what's next in the digital economy. Learning how to transform business processes around the potential of hybrid computing and multi-cloud is critical while realizing promised business beneﬁts to customers and sustainable proﬁtability to partners.

EO ch

Looking for answers? Global Touch helps identify where and how products and service innovations can help accelerate profitability for technology companies' partners in this new era. “We focus on finding the best solutions to your most complex pain-points” The company is anchored in a longstanding foundation of helping clients stay ahead of disruptive market trends by leveraging a combination of their insights, in-field research, transformational strategies, and nextgeneration services that only a seasoned channel-savvy organization can deliver. They help their clients stay a step ahead of market trends and capitalize on emerging opportunities, including how to: Ÿ Accelerate growth Ÿ Improve profit predictability Ÿ Meet changing consumption models Ÿ Drive sustainable partner profitability

Deliver business outcomes Create continuous lifecycle momentum (success) “Knowing and understanding “customer needs” is at the center of every successful business, whether it sells directly to individuals or businesses. We are continuously looking to add value to our clients, identifying disruptive innovation, and helping them build predictable revenues and proﬁtable partners.” Ÿ Ÿ

Global Touch launched the first IT industry's Partner Profitability calculator in September 2020. “We know that driving partner profitability should be the #1 objective and foundation of every channel investment made by an IT company. In essence, partner profitability is an IT company's profitability.” The Global Touch Partner Profitability Calculator™ is built from years of inthe-field data across thousands of global partners and it provides IT companies with a snapshot of their

partner programs and investment profitability impact in less than 5 minutes. It will help IT companies discover how your company stacks up with a rating from laggard (the lowest rating) to innovator (the highest rating). Why is partner profitability important? The ugly truth is partners prioritize IT companies that create sustainable profitability opportunities for their businesses. They invest in those IT companies' product roadmaps and proactively participate in their readiness programs. Unfortunately, most partners suffer from profit underperformance, which means they never fully commit to selling their products or services or investing in their future, leaving IT companies with a sliver of their partners' revenue potential. For the majority of IT companies, this is their #1 problem and they don't know it or they don't understand why it is happening and how to fix it.

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NRPR Committed To Publicity

Nicole Rodrigues Founder & CEO

RPR Group is an awardwinning, exclusive PR ﬁrm and communications machine that works with some of the most prominent and disruptive companies around the world! Based in the heart of Beverly Hills, California, its team is made up of skilled writers, communicators, and thinkers who understand the value of building strong client relationships and continue to build long-lasting ties between clients, brands, the media, and inﬂuencers. Led by founder and CEO, Nicole Rodrigues, NRPR team members are storytellers at their core and have cracked the code on using PR, digital marketing, and marketing communications to elevate their clients as authorities in their industries. Their clients and media are passionate about their respective missions and NRPR supports them by creating lasting relationships with members of each of these constituencies to produce ongoing

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buzz and recognition. From startups to Fortune 500 companies within consumer tech, fintech, health tech, enterprise, mobile, digital entertainment, lifestyle, sports, and consumer products industries, NRPR services the best-of-the-best clients with a very high-touch, resultsoriented approach that positively impacts its clients' bottom lines even during difficult times. Cutting through the Complexities Any organization thrives on the effort and teamwork contributed by everyone. Without 100% effort, it gets difficult to find the right path to success. It takes hard work to reach the point that triggers the growth of the company, and throughout the period, the hunger to do better continues to grow as well! For NRPR, this trigger was when founder Nicole Rodrigues launched the company. As soon as that

happened, she knew that the company was on the right path and would grow and be successful. Nicole built her reputation and expertise as a public relations professional over 14 years before starting the agency and had clients lined up who were ready to work with the agency when the agency was functioning. When setting up the agency, she turned to her sports background and knowledge that most sports coaches have a playbook that provides detailed procedures on how to play the game wisely. One of the first things she did at NRPR Group was to create a playbook with systems in place so that employees could be trained on efficient and effective processes that would help to bring individual and collective success. Once the systems were in place, she knew that she would be prepared for agency growth and was ready to staff the agency. As she hired team members, she looked for those with the appropriate skills, energy, and mindsets

to have a fulfilling career that would spur agency growth. Nicole's vision has come to fruition and every year, the agency has experienced year-overyear growth. NRPR Group has experienced growth every year since the agency's formation in 2014. From year 1 to year 2, the company experienced almost tenfold revenue growth. From year 2 to 3, revenues doubled, and then as the agency grew and stabilized, revenues have grown 30-to50 percent each year. In 2020, the pandemic will have some impact on business, but even so, NRPR Group continues to grow. They have been adding clients and staff and are expanding their service portfolio. While 50 percent of small businesses do not survive to reach the five-year mark, NRPR Group continues to remain strong having reached its sixth anniversary in June 2020.

Products/Services NRPR services are different from those of other agencies because NRPR Group offers its clients an integrated communications strategy in which PR, social media marketing, digital marketing, and video marketing all work together for brands to maximize their marketing potential. With clear planning and cohesive messaging, NRPR deliberately leads clients, helping them to hit identified business goals. The team conducts ongoing due diligence of client differentiators and understands the overall markets they serve. Unlike other agencies that take shortcuts, NRPR team members are experts in building media relationships and focus on helping media build stories that will meet audience needs.

do so, if it will help clients and the agency to meet objectives. Going forward, the agency will grow and oﬀer new services to help clients meet their business goals. In 2020, NRPR Group opened its newest division, NRPR Productions, to increase the agency's capabilities to include branded content, commercials, corporate videos, and YouTube series creation. In December 2020, NRPR announced the launch of its newest division, NRPR Business Pro. Business Pro will take start-ups through the process of setting up a business, incorporating, and everything involved in a launch. It can be overwhelming to register a business, set up bank accounts, design a website and handle all the necessary tasks as a company moves from zero to start-up and prepares to launch. No other Public Relations agency does all this for clients.

NRPR Group evaluates the market and trends and looks for tools and services that will help clients to achieve success. If it makes business sense to add a service, the agency will

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Square 2 A Holistic And Futuristic Company In e Field Of Revenue Generation (Marketing And Sales)

Mike Lieberman CEO

quare 2 has led a revolution in the industry with its latest advancements in techniques and methodologies. They have advanced revenue generation from an art to a science with the use of AI and other advanced software. Square 2 has always stood behind a set of core values that helped them position themself with their clients. No Fluﬀ – they always tell their clients what they should do, they strongly feel that giving them the right advice, even if it's an unpopular opinion, is their job. They work hard to help their clients build remarkable businesses. Always Teaching and Always Learning – generating revenue requires learning new skills and trying new tools, they're constantly learning how to do more for their clients, and they spend just as much time educating clients on the why's and how's behind their work, so they get smarter from working with them. Practice What You Preach – they don't want to charge their clients to learn new

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tricks. They use Square 2 as a lab and test, experiment, and trial almost everything they oﬀer before oﬀering it to clients. If they can get it to generate leads for the agency, it will likely work even better for clients. “Be Bold And Mighty Forces Will Come to Your Aid” - Basil King, Painter & Poet

their prospects' buyer journeys to the right marketing, sales, and customer service tactics. They use their AIpowered recommendation engine software called MAXG to drive a more scientiﬁc set of recommendations for our clients.

Square 2 has been in the able and expert hands of CEO, Mike Lieberman who is also the Chief Revenue Scientist at Square 2 is a full-service revenue Square 2. He believes that an growth agency designed to help entrepreneur is responsible for growing clients build revenue generation their company, giving the people who machines to grow their companies. work there a career trajectory that They help businesses understand the aligns with their growth expectations. changing buyer journey and how This means continuing to add new and revenue is directly related to ongoing value to clients, also marketing, sales, and customer service innovating and helping to move your execution. More speciﬁcally, they help industry forward. clients with strategy, tactics, analytics, Products/Services and technology to produce monthover-month revenue growth in a Square 2 has always had a lab. In the scalable, predictable and repeatable lab, they regularly run experiments on way, so their business grows. the agency in the hopes of uncovering new and innovative ways to improve They use their Cyclonic Buyer performance for clients. For example, Journey model to help clients map

they tested account-based marketing on their agency before they started offering this service to clients. They are currently testing intent data (algorithms that provide signaling data offsite for prospects that might be interested based on a profile but who have not yet visited their website). They're running experiments with chat and ungated content. They are also in the process of testing campaign-oriented content offers and podcasting as part of an ABM campaign approach. They regularly have several tests running and clients gain the benefit of live testing instead of an agency learning at the cost of their clients. They help clients in four distinct areas and their services fit into each of those areas. They help them with strategy, whom they want to target, what stories they need to tell, how those stories differentiate them from the competition, what business outcomes to expect, and how to align their investment with those expectations. If

any of those are missing, you have an incomplete strategy. They help them with tactics. These are common among many agencies. Website, email, video, content marketing, account-based marketing, search, paid search, social, paid social ads, and almost any other digital marketing tactic you could think of. They also help their clients close the leads they help them generate. They call this closed-loop, click to close. This means they help them with sales process design, sales tools, sales analytics, sales operations, and other sales execution-related support. They help them make sure that they're turning customers into advocates and create referral programs, review tracking programs, reference reels, and more to leverage happy customers in both marketing and sales execution programs.

so they need to collect data, analyze data, but most importantly use data to uncover insights and then turn those insights into action plans that drive additional performance. This is one of the most important aspects of their work with clients. They do this as part of their engagement and they do this as a standalone service, where they help clients uncover these data-driven insights and then guide their internal teams on execution. Finally, they also help with technology. They'll review and audit existing systems. Recommend new technology, help with the purchase, implementation, training, and ongoing optimization ensuring that any investment in technology is producing solid results, month over month.

They set up the company's analytics. Revenue generation today is a science,

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Cynthia Farren Consulting Designed To Meet Your Business Needs Today And Into e Future

Cynthia Farren CEO

ynthia Farren Consulting is a national independent Software Asset Management and software license procurement ﬁrm. With over 20 years of experience guiding customers in optimizing their software and subscription environments, they know how to save you money while avoiding risk through properly managing software licenses, subscriptions, and software publishers. Their deepest expertise is in Microsoft licensing where they regularly help Fortune 500 companies negotiate eﬀective Microsoft agreements and provide guidance to avoid the risk of non-compliance with licensing terms. Cutting Through the ComplexitiesIn 1999, when Cynthia Farren started the business, software audits were not commonplace, and CIO's were not focused on the risk they were running by not having access to experts in licensing. Most licensing advisors worked for the resellers, so their focus was on the shiny new toys – not alerting CIOs to their potential

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of no software audits and relaxed controls, within 5 years that cycle changed. Eight years later they saw themselves exiting the recession and the focus had once again shifted away from What triggered the growth of the controls and audits towards enablement. company was the focus shift in With another 8 years down the road and business to governance and controls with a fresh recession looming, the through Sarbanes-Oxley combined with a resurgence of software audits by demands for audits are rising slowly again. the popular software publishers (Adobe, Microsoft, Oracle, etc). Each business cycle tends to retain some The next point that triggered of the controls from the prior cycle but significant revenue growth was the the licensing rules and mechanisms also recession. During the recession more get trickier so without an expert in your Fortune 100 and 500 started looking back pocket it's hard to get a costoutside the big consulting firms for optimized agreement that is also geared expertise – in niche industries such as towards managing risks of this, they started finding that smaller noncompliance. Having gone through various cycles of specialty firms could produce business, one thing that was, is, and will outstanding results for a considerably remain true for Cynthia Farren lower price tag. Consulting is their customer-centric service model. The Growth Quotient copyright infringement. Getting the conversation started in this environment was an uphill battle.

Being in business for over 21 years it is Whatever solution we are providing our focus is always on what is in the best easy to see how cyclical the world of interest of our customers. software licensing and compliance is. In 1999 the industry was in mid-cycle

The company believes in truly building a relationship with their customers, where they don't simply educate them but contribute to the solution and often become the “go-to” resource whether it is a referral to an expert in another ﬁeld or a donation for the annual charity auction. Additionally, their relationship does not end just because a contract ends – their customers know they can always reach out to them and have a conversation. If that's all it takes to give them a path forward or answer to their needs, then we were happy to catch up with them as a relationship is about people, not money. Products/Services Ÿ Ÿ Ÿ Ÿ Ÿ

Software Asset Management (ad hoc or managed service) Software Audit Response Management Merger, Acquisition, and Divestiture License Allocation Cloud and Subscription Spend Optimization Software Procurement Negotiations

Ÿ Ÿ Ÿ Ÿ

(ad hoc or managed service) Microsoft Agreements Adobe Agreements Autodesk Agreements Microsoft licensing assessments (ad hoc or managed service)

We believe that independence is critical to providing you with the unbiased expertise you deserve.

Through these roles, she learned about dual entry accounting, how to work with any software tool, how to listen, and that someone has to sweep the floors, lock the doors and occasionally tell the boss that she's wrong – in a way in which the message will get heard. In the early 90's she transitioned into IT and had the opportunity to implement and run multiple Software Asset Management programs within multinational firms. Working with her first Microsoft agreements back during the Microsoft Select 2.0 program – Cynthia soon realized that she had found the type of work she would love to do.

Cynthia Farren Consulting does not resell software and does not have partnering relationships with tool publishers eliminating any potential conﬂict of interest in meeting your business needs. Cynthia Farren- Leading the Way I often credit the longevity and success of my business to my start as a bank teller, customer service phone representative, and secretary – three roles completely unrelated to Software Asset Management but they taught me critical business skills.

In the 21 years since founding Cynthia Farren Consulting, she has had the joy of working with over a hundred diﬀerent companies, mostly large international ﬁrms but a few very small entities as well. It's impossible to calculate the savings generated through cost avoidance but negotiated savings on agreements is now well over $500 million! That's a fun ROI!

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Top Step e Modern Approach To Professional Consulting

Ronn Breaux, President & CEO

The Company

Top step consulting was founded in 2007 with the mission to enable and empower Professional Services Organizations to become proﬁtable, scalable, and eﬃcient through change management, process enhancement, technology deployment, and skill set training with a Customers First approach.

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Top Step is the only consultancy across the globe with a primary focus on PSA. PSA solutions are uniquely designed for professional services organizations to manage projects, resources, and finances, all in one integrated service management They are 100% dedicated to application. The most profitable and professional services automation – growing professional services firms providing both the License and leverage PSA solutions to help them rise Services for a complete solution. above their competition and succeed. They have accumulated over 13 years of experience in deploying Top Step is a strategic partner with and optimizing professional NetSuite as both an alliance partner and services automation solutions. a Solution Provider partner. This has They have delighted over 380 opened the door to a closer working customers. relationship between NetSuite and Top They CARE about your success by Step. They are now working as a unified sharing their experience and force to enhance PSA adoption while knowledge both during the enhancing its business value. As strategic engagement and ongoing. partners, Top Step supports demos, Their team members have “walked provides implementation best practices in your shoes” and understand the and proposals to assist with the challenges and rewards of a promotion of NetSuite OpenAir PSA. Professional Services organization. Their services are designed to help Products/Services you at every stage of your journey with automating your professional The dedication of Top Step's team to helping their customers has been the services operations.

Some of the values and points diﬀerentiate Top Step from the competition in the market and give you an understanding of the zeal and mettle of the company.

op Step caters to all the challenges a professional service or business may face. Top Step was founded with one thing in mind, i.e., to provide services and businesses with effective, efficient, and feasible solutions to help their business grow and lead to the overall growth and profitability of the company. Top Step has been helping companies grow and achieve their goals and dreams for more than 13 years and is one of the leading and reputed companies in the professional service automation industry.

number one reason for their continued success. The success of their customers is paramount to Top Step and they are relentless in helping their customers achieve PSA success. Also, practicing what they preach and using NetSuite OpenAir to run their business has paid great dividends. This combination has earned Top Step a ten-year recognition as one of the “Best of the Best” professional services organizations by SPI Research, a leading independent technology services research ﬁrm. As a group of professional service experts, Top Step can provide industry best practices in addition to technical skills with NetSuite OpenAir to drive their clients to successful implementations of PSA. However, NetSuite OpenAir implementations are just a subset of their services, they also help to exist NetSuite OpenAir customers maximize the value they can achieve from their PSA.

Top Step is constantly evaluating additional products/services to take the step further. They believe their success is tied to their PSA focus especially focused on NetSuite OpenAir. They are looking at expanding their services overseas in 2021. They have been working closely with the NetSuite sales team overseas to build a funnel of prospective clients and they believe there is an untapped opportunity for their expertise with NetSuite OpenAir PSA. They are planning to have Top Step employees overseas by the end of the 1st quarter of 2021.

customer best service possible along with eﬃciency. All of this would not have been possible without an equally talented, skilled, expert, and dedicated leader, and Top Step has got the best team and the leader in the business, President and CEO, Ronn Breaux.

“My job is to help my clients ask better questions.My mentor taught me, 'Ask a better question, get a better answer.” - Richie Norton About the CEO Top Step's impeccable team, who would willingly go out of their way and methodologies to provide the

Ronn possesses a good and varied experience behind him which he learned as he worked under many employers and at various designations, teaching him the knowledge, functioning and processes involved in various aspects of a business or a service. It is because of his experiences as VP of Sales, giving him the knowledge on building sales plans, hiring and managing a sales team, VP of Delivery, learning how to engage customers successfully along with hiring and building a delivery organization ensuring consistent professional service with maximum performance and standards.

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Easyray Where Ideas Come To Life

Antonio Raimondo CEO

asyray is the kind of company that focuses on the clients' goals and provides them with a strong and talented team. They take pride in all their projects and always look forward to achieving the best!

with those based outside Italy. To bridge this gap, the company has also laid focus on employing Englishspeaking IT technicians; this has helped them gain a wider outlook. The Company

The Easyray software house was born with the ambitious idea of being a strategic interlocutor for companies of any sector and size and can design software solutions in Windows, Mac OSx, and UNIX environments according to the latest standards. “Our approach to work is proactive and we don't waste time” The quality of services makes Easyray not just a supplier, but a real business partner, always ready to follow the transformations and natural evolution of a company in all aspects. Easyray customers are based worldwide with projects in Dubai, London, New Zealand, etc. They are a company that outshines their competitors when it comes to working

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Studies, ScuolaNormale Supe- than, CNR, etc.) and in December 2012 it separated from the CPR, becoming an independent brand. Easyray has continued its collaboration with the University of Pisa and is still working with CPR members on over 30 projects and has a portfolio of over 60 private companies.

Easyray was born in 2001 as an independent group that develops applications in ASP, PHP, JAVASCRIPT, C, and C ++ and in 2006 it became part of the University of Pisa as a highly qualiﬁed ICT group that deals with project planning and digitization. They created the UniPOS system (to digitally archive the results of university exams), which has become the oﬃcial system of the University of Pisa, Milan, Brescia, and Alma Mater in Bologna.

A diﬃcult journey is usually the one that leads to success. Being a company based in Italy, and wanting to expand their horizon, communication became a problem. In many cases, it so happened that there couldn't be good interaction with the client because of a language barrier. This led to delays and communication diﬃculties.

In 2008 Easyray was acquired by the Pisa Research Consortium (CPR) and became the IT department for members (Tuscany Region, Province, and Municipality of Pisa, University of Pisa, Sant'Anna School of Advanced

Apart from this, their main challenge was to learn and understand what the best approach to tackle a new project was. But over time, they have gotten a better perspective of what works, and have employed new methods and

Cutting through the Complexities-

simpler confrontation towards their clients. To avoid stagnancy, they dived into different waters, explored their potential. What gave impetus to their growth was the fact that they decided not to dedicate themselves to a particular sector but to be able to bring innovations in different fields. Products/Services Easyray can realize any type of trend, at 360 degrees. Their customers are diversified and their product portfolio includes all the trends, from those of recent years to those present, with an excellent projection to those of the future. The most developed trends of recent times concern e-commerce systems, home delivery, booking, blockchain technology, and all those where processes tend to be dematerialized. They apply the technology trends that will dominate 2020, such as artificial

intelligence, augmented reality, and big data analysis, exploiting the best technologies available and suitable for specific situations. They don't stop at developing the web application: instead, the team will start from the analysis of the needs and the workflow at your company to create the software more suitable to its characteristics and issues. Easyray is a very dynamic company and is easily able to get into the minds of clients and help them clarify the project ideas; just as they are particularly receptive to new technologies. Their team is curious and flexible. This has helped them to enter the New Year with great enthusiasm. Easyray has developed and is developing many products and services such asŸ Cryptocurrency bank (in the banking and financial sector) Ÿ Various types of e-commerce apps (for different categories of products and accessories)

Catering, booking, and delivery (for catering) Ÿ Social Ÿ Products for the welfare of the animal world Ÿ Carpooling and many more.

A product is not only the object itself, but also includes services, people, places, organization, and ideas. Easyray's creativity, computer knowledge, and marketing knowledge will know how to enhance your brand! Their customized and brandable solutions according to the customer needs can be purchased in various ways. At Easyray, they have dedicated a team of creative designers and developers to help your business to focus on your goals and achieve success. When you work with Easyray, you will have direct access to your team for prompt feedback and development process. They work with a single motto - Making your project a great project.

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CONTACT CENTER C

all centers and contact centers have been serving as the front lines for many organizations for an improved customer experience and customer service, and most of the organizations of aware of that fact. Although, understanding the difference between a contact center and a call center is of key importance for organizations so as to shape and enhance their customer experience and service. So how would you differentiate a call center from a contact center? Let's dive into the world to know more about it. What is a Call Center? A call center is generally the centralized department of a company where there sits a team of dedicated staff who manage all the incoming calls. Sometimes the team also undertakes outgoing calls for the current or some potential customers. The nature of these calls generally revolves around marketing, selling, and serving the customers. There are numerous differences between a call center and a contact center, but one of the major differences is that call centers are operated and connected by B2C brands. The call

centers are generally focused on inbound and outbound calls with their customers in order to gain more information about the situation or to complete their purchase process. These kinds of actions are revenue-driving and are usually considered as “conversion” or “sale” by a company that predominantly operates in sales or marketing niche. Call centers are traditionally seen as a contact point for brands. One of the main objectives of a call center is gratification. People who phone in a call center expect a quick solution to their problems without any further hush. To ensure a good customer experience, there are a number of systems that work in unison, all focused on a single goal. To operate smoothly and efficiently, there are a lot of features working together in a call center. Some of the significant ones are·

Interactive voice response (IVR)

Skill-based routing

Call recording

Computer telephony integration (CTI)

Call tracking and monitoring

Live call transfers

Desktop notiﬁcations

CRM integrations

Live call coaching

Call center analytics

Other software or technical components that call center reps use are Computer Telephony Integration, Script and Flow Designer, CRM, Intelligent Call Back, and many more. Another interesting thing about a call center is that it is and should always be a part of a contact center. This improves the consistency and eﬃciency of customer experience. What is a Contact Center? A Contact Center is something that handles the current and

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VS. CALL CENTER

The Key Differences

potential customer queries on multiple channels. Contact Centers not only handle these queries, but they also field emails, live chats, SMS, and also the inquiries that come from social media handles, like Twitter. Unlike Call Centers, which field only calls, a contact center receives calls from various channels like that of the company website, emails, company-branded applications, chat apps, social media, and many more. The responsibilities of a Contact Center team include marketing, selling, and serving the customers. The key differences between a contact center and a call center are thatContact Centers handle inquiries from multiple channels while call centers handle inquiries only through calls. Contact Centers employs agents that have the ability to multi-task and handle inquiries from a number of channels. Contact Centers have a structure that is more specialized. This structure is designed such that the customers are directly routed to an agent that is best trained and equipped to handle the kind of situation that is at hand. These include situations like sales, customer service, cancellations, particular product, and business lines.

App integration

CRM and Business Tool integration

Customer survey

Apart from these, the technologies or software that are of utmost importance in a contact center include CRM Integration, Workforce Management Software, etc. At the end of the day, do customers care who exactly they are calling to solve their queries. The answer is most probably no. This is a detail that the customers can choose to just ignore, or would not want to really be aware of. But if you were to look for a broader view of the customers and growth of your brand, upgrading to a contact center would be the best choice for your brand. It will help you interact with your customer across multiple channels and with it, they are also able to deliver a higher quality service faster. With the kind of technologies deployed in contact centers, you can also capture a larger pool of current and potential customers. Understand your customers' needs and expectations better for the best customer service and experience.

To ensure maximum eﬃciency, contact centers also employ much better systems and technologies, that allow them to deal with multi-channel operations. Some of these technologies include·

Omnichannel friendly

Digital receptionist, chatbot integration, autoresponses

Call recording

Agent status

Contact center analytics

Seamless transferring

Internal chat

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Trujay Data Experts At

e Elite-Tier Level

Darren Trumeter, Founder & CEO

rujay, an industry leader in data management solutions, embraced the year as one of tremendous growth. Their CRM (customer relationship management) expertise has maintained the highest standards, boasting a high customer satisfaction rating of 93% and yielding exponential growth.

The company improved customer satisfaction ratings and enhanced the internal benchmark. The companies' clear focus on the customer through unparalleled service plays a critical role: higher referrals, highly-rated experiences, and even award-winning recognition. An essential piece to any company, CRM revolves around the customer proﬁle, revenue, and managing interactions and promotions. With a commitment to providing the best solution to manage a companies' data eﬃciently, Trujay ensures its clients' records remain secure and accurate.

Products/Services Trujay's primary focus is offering services that are scalable and apt services for their clients, regardless of their scale and demands, which has led them to focus solely on providing CRM data services. Their products and services are aligned to ensure that data remains both accurate and scalable. They also offer data migration services for an effortless transition of data without data loss or security breach. A key differentiating factor is Trujay's technology product. The technology allows for more data movement and manipulation and increased the opportunity to filter, merge, and manage it. Through a combination of elite tech and services, Trujay supports its customers' account management skills with a team of seasoned data experts, positioning the company as a premier CRM data service provider. Put simply, Trujay moves data from CSV, Excel, and other top CRM systems, such as Salesforce and

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Pipedrive, seamlessly to HubSpot. Trujay teaches a customer how to use HubSpot at the most personal level by providing a handheld approach to data migration, onboarding, consulting, and training. As the company uses HubSpot for its internal aﬀairs, Trujay knows how to manipulate, map, and automate data in a way that merits recognition. Who Put the “Tru” and “Jay” in Trujay? Trujay's team, composed of highly skilled and expert personnel, is spread throughout the globe. Proclaimed CRM data experts, the team leverages the latest technology to ensure its customers' maximum value. Yet, no team can come together without a leader at its helm. Darren Trumeter, Founder & CEO, and Jay Hendricks, Founder & VP of Services, put their heads (and their names) together to create one of the most reputed and sought-after companies in the CRM industry. Its roots are in its focus on a quality

experience: creating repeatable processes for CRM data needs. Trumeter boasts immense knowledge and expertise, backed with years of experience in the industry. Having spent the ﬁrst part of his adult years as a military pilot, Darren transitioned to a role with IBM in their sales program. He has been in the tech/software/SaaS space since. “I have been fortunate enough to have succeeded in seeing several companies harvest,” Darren says of previous roles where he has led as a founder, CEO, and as a board member. “It's thrilling to have experienced the transition from business idea to vision, then plan, creation of the start-up team, and then seeing it all the way through to an acquisition.” As a CEO, he has shifted companies from what seemed an inevitable failure to a successful harvest. For Darren, even start-up failures have provided lessons later used as a success story.

Creating Key Partnerships That Yield Growth:

working with a client's strenuously complex data.

Trujay has a sure leader, one responsible for driving sales, forecasting, and often exceeding even his monthly expectations. Scot Pearl, Director of Sales, plays an instrumental role in cultivating a strong and strategic relationship with HubSpot that beneﬁts both companies. This partnership allowed Trujay to oﬀer additional solutions while directly impacting growth.

The project called for a unique system and a need to migrate its data to a new, more robust CRM. Utilizing unique and custom logic built by engineers from practically thin air, a creative solution leveraged the connection of their data to HubSpot. The customized logic and automation simpliﬁed data in HubSpot so much that the client's entire business model changed, and HubSpot recognized the result with a particular trophy.

“By truly understanding a customer's needs, we're able to create a customized solution that will exceed expectations while maintaining the quality of the data,” Scot says. Demonstration of Technological Innovation: Trujay has many uniquely memorable customer experiences, each one demonstrating its commitment to curating creative solutions. One such example featured the challenge of

Gabi Theard, Trujay's Director of Marketing, states that “Winning HubSpot's Impact Award for Innovation proves how Trujay transforms the basics of data management into an art form. Our system is impeccably unique, with an ability to create custom logic from scratch and connect anything to HubSpot. I say this without ego because as a marketer with a focus on creative strategy, I can see quantitative processes and hard data in a completely creative light.”

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Luxe Digital Unrivalled In Digitalisation

Jacqueline Hudson, Founder & CEO

uxe Digital is one of the revered companies, leading the Digital Marketing industry and making its name as one of the most respected and highly sought-after names when it comes to providing digital marketing solutions. Luxe Digital, although a young company, not only holds world-class solutions for digital marketing problems with their latest and technologically advanced software, which is closely integrated with AI, thus making them a unique and unparalleled company in their niche.

Jacqueline Hudson is the Founder and CEO of Luxe Digital. Apart from being a brand asset and communication executive, also has experience with designing and implementing communication campaigns using channel success metrics. Jacqueline Hudson is a highly decorated executive with various big

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names and competitions in her basket of achievements. Apart from being a brand asset and communication executive, she also has experience with designing and implementing communication campaigns using channel success metrics. Jacqueline has been a consultant and a communications executive across various industries including beauty, fashion, cosmetics, luxury, technology, and real estate. Luxe Digital's Road to Success Luxe Digital was founded in 2018, with a mission to become one of the global leaders in the digital marketing industry. They wish to do so by providing the most innovative and unique services in the industry, developing and restructuring the landscape in digital marketing. They are not only relentless when it comes to their services but also highly motivated and dedicated as they are the purveyor in digital marketing

technologies and AI technology in the industry. Luxe Digital is a truly unique and class apart company in its niche. They provide the best and most advanced solutions in digital marketing and AI technology, making them a one-stop solution and best-in-class for AI digital marketing services. Luxe Digital is based in the U.S. They not only aspire to be the global and market leaders with their digital marketing technology and solutions but also provide their clients with solutions and services that are unmatched and provide complete satisfaction and help achieve overall growth for their clients. Luxe Digital deals with and in a plethora of marketing strategies ranging from building social media campaigns, e-commerce, and content management platforms that strengthen businesses, etc. They create

campaigns and content that move people, develop strategies and experiences that elevate brands and engage consumers, develop branding that exudes the best and create technologies that execute data and elevate mobile apps. These are some of the factors that not only distinguish their brand in the industry but also take them notches above the competition in the market. They specialize in the beauty, luxury, fashion, and technology industries.

Their core services revolve around their technology platform, AiDAS. AiDAS is Luxe Digital and its team have their premium and main software that always put their clients as their top packs the years of experience, skills, priority and their growth and expertise, and knowledge that Luxe development as their reward for Digital's team has learned and applied, working in this field and industry. which not only is a one-stop, best-inThey not only provide subpar service class marketing solution but also standards but also hold themselves defines and epitomizes the industry accountable for their every move and standards and practices. Their arsenal every service, thus making sure that also includes Premier Jet App, Liquid their clients receive not only the best Beauty AI, and the soon to be acquired services but also by the best team and Skintelligent. the best company for the job. Every successful company has a Their services are not only a decade They provide services that are not strenuous and daunting journey, and ahead when it comes to planning and only a class apart but integrate with Luxe Digital and its team have not only execution but also differentiating them the client's needs and demands in shown an unwavering spirit but also from the competition in the market by a such a way that they truly feel that their dedication towards becoming the mile. Luxe Digital and its team believe they are handcrafted for their clients, in cultivating a working environment global leaders in providing digital providing an unpretentious and marketing and technology solutions, that provides a human sustainable conscious experience that not only helping their clients achieve the best approach, for their partners, investors, and maximum growth possible and also shoots across the hearts of the clients employees, and their clients, resulting maintaining the best industry standards but also their target audience, in turn in overall growth and development of getting them the respect and growth has led them on a path that is not only their resources, knowledge, client successful but also highly respected by that their clients truly deserve. satisfaction, and loyalty towards them their clients and competition alike. and also their services. Products/Services

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Jigsaw Interactive Innovators Of

e Future Of Digital Learning

Josette Fleszar, CEO & President

igsaw Interactive is one of the leading companies providing technology for virtual training and education. Jigsaw is the only solution that was designed speciﬁcally for teaching and learning. Their technology oﬀers a robust and easy-touse platform focused on optimizing learning and understanding. They are known for their interactive learning experience, the personalization for each participant, and the multiple ways a virtual class can be executed. They have a large customer base in all sectors of business and education. Jigsaw Interactive wants to change the face and reputation of virtual training and education. Their innovative technology, unparalleled customer service, and their commitment to continual innovation to meet the changing demands of their customers are what sets them apart. The Company Jigsaw Interactive is a technology company that specializes in virtual

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training, education, and learning through its intuitively advanced platform. Their technology optimizes the learning experience by providing multiple ways through which the participants can engage during learning sessions. “Having a learning environment that lets each of us review the information and focus on certain things without impacting other participants during a session, makes a diﬀerence in how much learning and engagement is done.” Josette Fleszar Jigsaw's multi-dimensional platform allows every individual to actively look at the information in the way they learn and work. It oﬀers many immersive and engaging opportunities so, as the facilitator manages the session, they can easily engage participants on either an individual or group level. With unique capabilities like customizable break-out rooms, recordable role-play rooms, and multi-screen sharing, Jigsaw is truly an immersive, dynamic, powerful, and bestin-class virtual learning environment.

Every company, and educational institution, strives to provide the best learning and work environment for their employees, students, and customers. Company survival depends on having employees whose performance and productivity meet identiﬁed goals while schools are focused on test results and overall student performance. To help ensure goals are met, instructors need the ability to understand what's happening during class, training, work projects, etc. Whether that's through testing, evaluations, or other means, being able to collect and easily analyze data helps in understanding whether their educational programs are eﬀective. Josette Fleszar is the CEO and President of Jigsaw Interactive. Growing a new business to the second fastest-growing woman-owned business and the second fastestgrowing company in Georgia are some of her biggest achievements. Her second biggest achievement has been

the number of young, single moms whom she mentored as a result of them working for her at RPM. Many young women weren't as lucky as she was so they didn't believe they could be successful. Mentoring them allowed her to instill the many values and lessons her parents gave her. She was amazed at how just a little encouragement and appreciation turned these women into a powerful team where their confidence and success grew daily. Products/Services Jigsaw Interactive provides a virtual learning environment that meets the unique needs of training, teaching, and learning for both corporate and educational organizations. Their platform bridges the gap between teachers and students by providing effective learning tools that lets them work together in a virtual environment. Offering teachers a virtual classroom that includes all types of media while giving them the

ability to get students involved is an important factor in learning success. Oﬀering students a classroom that is inclusive and immersive while allowing them easy access to the information and learning tools changes their learning dynamics and helps improve their overall success. Teaching professionals need a platform that allows lots of engagement and project work, where they can use all kinds of content and resources. It's not about oﬀering lecture-based programs, it's about delivering information in a learning environment that gives participants the chance to review the information and engage in brainstorming to create potential solutions. Social learning is another important factor in the learning equation. People need to connect with other people during class to question the information they are learning by either debating with the instructor and the class, or simply putting the questions out there for everyone to think about.

On-demand programs, while they have great content and are convenient, do not provide the social aspects of learning. Jigsaw oﬀers tools that encourage social learning and team project work. Jigsaw is always innovating to ensure its technology keeps up with the changing needs of its customers and the industries. They are always working to ensure the various tools are super responsive. They launched their new in-class assessments this year and they will begin working on the next version which will give more options and reporting metrics. Their Learning Behavior and Performance Analytics Dashboard provide detailed information about everyone's learning journey. Being able to quickly access this information conﬁrms learning, learning styles, teaching styles, curriculum design, and many other data points that help companies and schools improve their overall learning programs.

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Uniﬁed Services Co. Ltd. Social Issues Overhauled

Eiji Uda, CEO & Chairman

nified Services Co. Ltd. (Unisrv) is among the first names excelling in providing vertical cloud solutions. Their services are unique and standards unparalleled with utmost customer satisfaction ratings and solutions that are technologically advanced and equally friendly to use makes them one of the most sought-after and respected companies in the domain. They offer their unrivaled services in the Energy sector, Healthcare sector, etc. Their platform is not only of the best but also easy to use interface, accounting for the status and respect they command as the pioneers in the domain and among their competitors. The Company Unified Services Co. Ltd. (Unisrv) is a company that originated in Japan, which aims to tackle the social issues/challenges by Information Technology, especially vertical cloud, called “Industry Cloud” which was established in 2004. Their expertise and thorough knowledge vary across

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domains, relentlessly work and products that are diﬀerent, and oﬀer unique solutions to various issues.

Unified Services Co. Ltd. has been lucky to have more than one leader who not only takes their products ahead with the changing trends and As electricity retailing was liberalized, the amidst the competition in the major task for conventional electric power market but also leads the sphere of companies was to reduce their costs to innovation and cloud computing. survive in the market, resulting in a major The men leading the sphere of and increased demand for a low-cost rate Vertical cloud computing are Eiji calculation system. Unified Services Co. Uda, CEO and Chairman of Ltd. stepped up and built a system for Unisrv, and Mitsutoshi Hirono, calculating electricity charges, including COO of Unified Services Co. Ltd. customer management functions, based on Eiji started his career at IBM. After the Salesforce.com platform. taking several important roles in This Electric CIS (Customer Information IBM, he moved to Softbank and Services) business is currently their main joined Salesfroce.com Japan. He business. They are looking forward to contributed to cloud market creating a product for the local expansion in Japan and did several consumption type power supply system roles including board member in that connects sales companies and HQ and Japan Chairman in renewable energy power generation Salesforce.com, After retiring, he companies. started to revitalize Unisrv in 2015. Eiji learned a lot from Mr. Marc “A new working style would start, and we Benioff, CEO of Salesforce.com. He have the responsibility to adapt to this new respects each people's diversified movement with Industry Cloud (& ideas and opinions and takes care of beyond).” - Ejji Uda the talented people and candidates

for promotion. He believes in giving personal care and attention to the talented people in his company. Mitsutoshi Hirono, emphasizes the diversity of employees. Employee's background is versatile, from small to big companies like IBM, Hitachi, and also their origins. The team respects the variety of experience and background and leverages them, making their team unique and pooling in experiences that range across many domains and working atmospheres, etc. Products/Services Their Industrial Cloud strategy, as a vertical cloud solution, for energy, renewable energy, healthcare is the unique factor that outshines them in the market for their innovation and unparalleled products. In addition to it, their company's new vision is “industry cloud & beyond”, which includes a new approach for a new customer set. Conventional electric

CIS focuses on new entrants who entered this market with reasonable pricing. But the intensifying market competition forced older players, TEPCO, etc. i.e., to use this simple solution to minimize the cost. Currently, TEPCO is one of their key investors and started the service to them. Uniﬁed Services Corporation advocates “improving society with IT services.” In 2019, Unisrv merged with 4U Lifecare Ltd., established in 2016, focusing on a skill-sharing platform for health industry professionals to strengthen our industry cloud beyond vision. Ms. Kumi Ito, CEO of 4U Lifecare, and CMO of Uniﬁed Services Co, Ltd is leading this area. The main issue is to solve the shortage of nurses. This is a common global issue, especially in this Covid19 situation. Nadeshiko-Nurse is their solution, which is a Salesforce-based matching platform to connect nurses and hospitals, clinics, and other living care facilities, like Uber, etc. They are

also trying to connect this solution with online diagnostic/treatment. Uniﬁed Services Co. Ltd. and its team are always a step ahead of its competitors with their products which not only deﬁnes their talents and command over cloud computing horizon but also their willingness and dedication to contribute to the social issues and causes are what makes them a truly unique company and best among the competition in the market. They charge ahead with innovation and responsibility in mind towards the impending social issues in the domains of Energy, the Healthcare sector, etc. making them one of the best contributors and solution providers in the domain of Vertical cloud computing.

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Home Helpers Emma Dickison, President & CEO

ecause of the growing need for in-home care, providers must constantly innovate to offer the best services and products to their clients. Since its founding in 1997, Home Helpers Home Care has been a true leader with in-home care solutions. Today, after reinventing itself to thrive even in a pandemic environment, we recognize them as the 2021 Best Franchise to Buy. The Company While the franchise serves over 1,000 communities across the U.S., Home Helpers' approach is based on the fact that every client is different. That's why its team of professional caregivers provides a customized care plan, tailored to each client's specific needs. Whether it's a senior citizen, a new mom, someone suffering from a chronic illness, a patient recovering from major surgery, or a person with

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reduced abilities due to an injury, Home Helpers provides a compassionate, caring team with one goal in mind: exceptional in-home care. Emma Dickison is the President and CEO of Home Helpers. Home Helpers also provides best-inclass training for its Caregivers. Each one is vetted through an extensive screening process and is provided with initial and ongoing training before working with a client. Franchisees receive ongoing support from the National Support Center with recruitment, retention, and training. It was a Home Helpers Caregiver who was named Caregiver of the Year by The Home Care Association of America, which represents over 500,000 professional caregivers throughout the U.S. They've established a solid partner network with a wide variety of national

medical and senior care organizations. Through their partnership with Veterans Care Coordination, Home Helpers assists qualifying veterans and their spouses to apply for and obtain the Veterans and Attendance Benefit that assists with the payment of inhome care services. Home Helpers also partners with national organizations to help train their Caregivers who care for clients with specific conditions. The National Certification Board for Alzheimer's Care is just one example. Communications between the Caregiver, the client, their family, and Home Helpers staff are streamlined by ClearCare, a cloudbased solution with automated scheduling via text, phone, GPS Check-In, and caregiver application management. This software saves

franchise members time and money by automating routine processes, streamlining communication, and reducing paperwork.

phone calls can be used for medication reminders, to make sure a client has eaten a full meal, or to simply oﬀer a bit of companionship.

Products/Services

Safety and 24-Hour Monitoring includes free home safety check assessments for every client, and monitoring and wearable technology to assist with a simple press of a button. This support is backed by its exclusive Custom Response Plan that ensures the care team assesses each situation, only escalates true emergencies and stays on the line for less urgent situations until the issue is resolved.

Home Helpers' latest innovation is Cared4, the most comprehensive program of its kind in this recessionresilient industry. This holistic approach is designed to serve the client in the four basic areas of need, even when the Caregiver is not in the home. Personal Care and Companionship are the foundation of the program, helping with daily tasks, friendly conversations, and everything in between. Wellness Calls, which ensure that a client is staying well—even when the Caregiver is not in the home. These

We are not the only ones to recognize Home Helpers as an outstanding choice for those seeking to own their own business, help others in their community, and be part of an essential industry so vital to the lives of many. The International Franchise Association has awarded Home Helpers President and CEO Emma Dickson their Crystal Compass Award, which recognizes outstanding leadership in the franchising industry. Home Helpers has consistently received numerous accolades each year from industry and franchising experts including Entrepreneur, Franchise Times, Best of Home Care, and Franchise Business Review.

Missing proper meals aﬀects physical and mental well-being. The Meals and Nutrition Planning service oﬀers planning and preparation, including shopping and cooking. They can even provide prepared meals for days that the Caregiver is not in the home.

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Nest Innovative Solutions Distributing Insurance In Post-COVID World Avijit Ghosh, Co-founder & Global Head of Service Delivery

est Innovative Solutions have been providing business solutions for selling insurance in the United States and globally. Nest believes in a need-based, fullyautomated, connected insurance architecture that can deliver all that it takes to achieve a lower cost per policy. Nest's solution is fully digital, reasonably secure, cloud-based, and connected. Nest is very good when it comes to providing product-based transformation solutions for brokers and managing general agents who have the vision and the grit, with a tech-savvy ambition and a limited budget.

Avijit Ghosh is the Co-founder and Global Head of Service Delivery at Nest Innovative Solutions. “We research and apply emerging technologies to deliver business beneﬁts for our customers.” The Company Nest Innovative Solutions was founded by the end of 2011, to apply innovative technology to create business solutions

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for insurance service providers with ten times agility and one-tenth of the typical market price. Over a period of time Nest's focus gravitated towards a niche area of distribution of complex personal and commercial insurance products for matured markets by brokers with underwriting authority. Nest created a platform called Macaw Agency Management System for the same. Over the last five years, Nest has implemented this work-from-home, end-toend solution encompassing all workflows and processes of brokers and managing general agents and program managers. Some of Nest's customers do not even have any physical offices. Going forward, Nest plans to enable this state-of-the-art solution for the lower end of the markets in a SaaS model. Products/Services Nest has a team of industry experts who have decades of combined experience and skills. They make sure that the company is always a step ahead of the learning curve. The positioning offerings are highly

appreciated by their customers and the competition in the market alike. Some of their products are: Ÿ Macaw AMS: This is an Agency Management Solution for Brokers, MGAs, and Agents. Built around a customer-centric model, Macaw AMS supports end-to-end processes for Insurance agencies or Managing General Agents. Presales, sales, servicing, and backoffice operations are facilitated in a web-based 24X7 environment. With Macaw AMS, the traditional problem of reconciling across policies and financials can be addressed effortlessly. With a strong focus on campaigns and opportunities, it is very difficult to lose an opportunity. Document management, workflow, analytics, and reporting are all available in one place and are fully automated. A comprehensive customer portal allows 24 X 7 support without any additional effort on the part of the insurance agency. Ÿ

Macaw CRM: This is a CRM

solution for Insurance service providers, i.e., it covers the typical Insurance sales flow where quotations and illustrations are most important, and renewals require a special focus. The prospects lead into the opportunities, then to quotes, and then finally with payment to the policies. The underwriting and rating engines can be integrated if the insurer wants. Internal, as well as external salesforce, can be deployed, monitored, and compensated. The policy servicing and claims tracking are built-in. The “digital” pieces are built-in as different portals and mobile apps. Document management and analytics are builtin. With underlying workflow capabilities, the insurance service provider just needs to fit its processes without worrying about the typical challenges of adopting a generic CRM for the insurance context. Integration with legacy is usually a must, and that's achieved by the pre-built adaptors that can be used to control the data flow.

Macaw Operations: Macaw Operations is a back-oﬃce solution for general insurance to enable the strategies of insurers towards business growth, cost optimization & ease of doing business. It supports many insurance products across personal and commercial lines of business viz. Fire, Motor, Marine, Engineering, Miscellaneous Liability, and Miscellaneous Non-Liability. It supports end-to-end processes through loosely coupled components viz. Customer Information Management, Quotation, Underwriting, Policy Issuance, Policy Servicing, Claims, Accounting, and Reinsurance. A strong supporting layer is made available by horizontal components like Workﬂow, Rules, Security, and Document Manager. Technology-wise, Macaw utilizes the innovations around new and emerging technologies. With a lightweight platform stack, it has a deployable thin-client responsive app in the front-end and a J2EE compliant, service-oriented back-end. The screens are responsive and mobile-enabled.

Apart from these Nest Innovative provides a whole range of other components and solutions. It makes them a one-stop for all the requirements of distributors that are selling insurance. Nest provides services for the implementation of their products and supports after the customer's operations are running in the production environment using Nest's products. The services include the following: Ÿ Ÿ Ÿ Ÿ Ÿ Ÿ Ÿ Ÿ

Transformation Planning. Requirement Analysis. Conﬁguration and Customization. Functional Testing. Performance Testing. Penetration Testing. Trainers' Training. Production Support

Nest has been working on a component paradigm for a few quarters now. Once released, this will allow their prospects and customers to pick and choose what they want to use from their product. It is expected to make it easier to address speciﬁc business problems.

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Crave Hot Dogs And BBQ Taste

at Radiates, Taste

at Stays!

Samantha Rincione, Founder

rave Hot Dogs and BBQ is a Hot Dog and BBQ restaurant franchise. Crave is rising to be one of the most popular and fastgrowing franchises in its category. They are oﬀering various mouthwatering dishes as well as their most distinctive feature, a self-serve beer wall, featuring anywhere from 18-42 taps of local crafts. This truly sets them apart as one of the best among the competition in the market. They are delivering greatness by adhering to the best of industry practices, utmost cleanliness levels, and not to forget their unforgettable taste, making them one of the most looked after Hot Dogs and BBQ franchises in the United States today.

not only their service and standards of quality but also the never-ending taste of pulled chicken, pulled pork, and smoked brisket and fun play on BBQ dishes like BBQ tacos or Mac N' Brisket sandwiches.

and growth was paramount to them. The goal has always been not to create just another fast-casual franchise, but to create a family, serving authentic and unmatched food to the nation.

Also featured are many classic sides to include favorites such as baked beans, loaded baked potatoes and of course, fries and tots. They provide all of this with an interior design that not only welcomes and embalms the aroma of the food, wrapping the customer into a modern rustic design that is warm and inviting while creating a sense of happiness, giving a vibrant and authentic ambiance to the customers.

Products/Services

The Company

Some of their initial challenges were to ﬁnd the right franchise partners that could help see their vision of greatness for the future. They treat every Crave franchisee like family, so ﬁnding the right people who would believe in the brand and its success

Crave Hot dogs and BBQ is a Hot Dog and BBQ franchise that features a selfserve beer wall as well as its delicious BBQ dishes and grilled dogs. The deﬁning factors of this company are

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To provide the most satisfying unique experience, Crave has not only a customer-centric approach but has also created multiple ways customers can enjoy and dine with Crave. They can dine in while ordering from a cashier or utilizing their self-order kiosks, order through their app for takeout, pickup, or use the curbside pickup option. They can also order online and pick a time to pick up. Their app allows customers to view the menu, collect loyalty points and earn rewards. They also receive alerts on their newest products, promotions, and specials. All these factors not only add to a more engaging

experience for the customer but also allow the franchisee to better understand the needs of their customers, allowing them to provide a more effective and efficient service. By doing so they are ensuring both the company and the customers gain from their experiences. The founders of Crave, Samantha and Salvatore Rincione, have recently founded a non-profit organization, “Crave Saves INC”. Crave Saves is a non-profit organization that will aid the prevention of child trafficking through awareness. The company plans to collect donations through the restaurants as well as through its website, fundraisers, and events. This not only shows their commitment to their customers but also their duties towards society, and desire to help others. Crave is always ahead of the curve. They spend time watching the

competition, other fast-casual brands, and knowing the market. Their market research has allowed them to be ahead of the game. They follow trends and move quickly and eﬃciently to innovate their company and model as they grow. This not only enables them to work in a calm and precise manner but also tracks the changing trends and tastes as the food and beverage industry grows and changes. Crave is extremely well organized and can handle innovations in both technology and the menu. They are not only handling this complex task beautifully and eﬃciently but also increasing the customers and sales by creating a loyal fan base among the people and respect amongst the competition in the market.

efforts and not to forget their addictive taste, within 30 days of becoming franchisable, they sold their first franchised unit. It hasn't slowed down but in fact, is the opposite. Since its inception in 2018, every year the franchise sales numbers increase from the year before. They have a food truck model as well which took off this past year in 2020. While many other concepts faced insurmountable obstacles in 2020, Crave persevered and grew with its highest year in franchise sales yet. Having many of the key items in place was optimal to their success.

The company was started with an idea and a concept along with passion, hard work, and a vision. All credit to the team's perseverance,

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Business Automation Experts Rejuvenating Businesses With

e Most E cient Technology

Matt Lepkowski, Founder

usiness Automation Experts (BAE) is not only such a pioneer, leading the global market space when it comes to providing business automation and management solutions. They not only provide unique, innovative, and reliable business solutions but their efficient solutions get their customers best-in-class services, filling their demands and needs while exceeding their expectations. Incepted in 2005 by Matt Lepkowski, today the company has established itself as a boutique providing a differentiated plethora of business automation solutions, content management solutions, Microsoft cloud solutions, development tools, and so on. The Company Business Automation Experts dominate the industry with its position as a global leader in the business automation landscape. Their solutions have unparalleled results and BAE continues to focus on smoother workflow for its clients with innovative technologies at

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affordable prices. Their solutions and work showcase their rich domain knowledge and a flexible & agile work process. Their products provide the utmost cutting-edge technology to modernize business operations. Business Automation Experts focus on the strategic use of technology to improve operational efficiencies for its clients. Client benefits include improved process efficiency, cost savings, improved cybersecurity, improved reliability, and reduced System Debt. BAE also collaborates with technology leaders to take advantage of solutions that are welldesigned and engineered for today's world. BAE has many achievements at different milestones in its business journey. There have been recognition awards from partner firms and external organizations. The company has been a part of the success of its many clients in different business verticals as they have grown and persevered through many economic shifts. BAE doesn't leave

much room for trophies as the team is primarily focused on looking around the corner and helping their clients to see new possibilities. Beyond helping an original client expand and transition to a division for a large healthcare organization, BAE helped grow a full-service payroll company client base to over 250 businesses across multiple states by creating a disaster recovery plan and improving processes and security across the organization. Business Automation Experts are striving to push their limits continuously and uncover new horizons with their research and exquisite services, by oﬀering technology solutions that will digitally transform businesses as per client requirements. Empowering the Healthcare Sector As the eﬀects of a global epidemic, the world is now relying more on technology and the internet which has attracted data thieves. The number of data thefts and cybercrimes has increased with the increased digitization

of healthcare. Healthcare organizations accumulate and pile vast amounts of personal information, making them a major target for cybercriminals. BAE empowers and educates their healthcare clients to assist them in doing their job eﬀectively, which further builds on the trust that is required to maintain patient care. The company follows an approach that is common to medicine with understanding a condition, diagnosing the strategic ailments, and taking action that aligns with the organizational objectives. Applying the methodology to a few industries has forged deep relationships with its clients and their success translates into BAE's longstanding success. Business growth doesn't just happen! It requires careful planning and implementation. Products/Services BAE's solutions enable enterprises to transform their bottom-line to a more

sophisticated, strategic business unit to drive significant value, increase efficiency, optimize communication with clients, simplify workflow, gain actionable insights, and deliver a superior end-client experience.

Matt Lepkowski – The Anchor of BAE

BAE focuses on a modern adaptation to security information and event management (SIEM). In addition to this, BAE also focuses on reducing System Debt by better aligning technology to strategic initiatives. In doing so, organizations can meet their growing needs and combat new challenges. The company is selective in the partnerships it enters and works with Seceon for an Artiﬁcial Intelligence enhanced SIEM (aiSIEM), Laserﬁche for content management solutions, and Microsoft for cloud and development tools. Their unique and innovative solutions were not only technologically and cognitively ahead since their inception but to this date are far more advanced and sophisticated than any other company in the space.

Matt Lepkowski is the Founder of Business Automation Experts. He founded BAE in 2005 and translated his MBA from NYU Stern into innovative and breakthrough business management solutions which not only enhanced the working and performance of many industries but also proved his mettle as a flagbearer of Business Automation Experts. Matt Lepkowski has over 25 years of experience in delivering value to organizations by creating new avenues of revenue generation through the strategic use of technology. He started his career in the automotive industry and supported manufacturing as well as engineering groups. Around the turn of the century, he began a role as the CIO of a medical repair management firm. The firm expanded 10-fold in 4 years and that growth was fuelled by aligning IT with strategic imperatives.

www.theenterpriseworld.com

FEBRUARY 2022

DIGITAL MARKETING AND ITS ADVANTAGES www.theenterpriseworld.com

he upcoming enterprises have incorporated social media in their everyday strategies, and that has helped them to up their sales and customer traffic by almost 20%, and the overall profit growth has seen a 60% rise. You need to connect your Enterprise World in the large web of social media and optimize it so as to increase the traffic on your website which will ultimately increase the customer base of your company. With digitization, the marketplace has become even more digital and even volatile. New benefits of digital marketing are unfolding daily. Digitization in your Enterprise World has become of utmost importance. And many of the enterprises are turning towards it to avoid being solo in the future because we are now looking at the world through a digital window, where the opportunities are endless. Now one might wonder why digital marketing is so important. Well, we live in a world where everyone is hooked to their mobile phones, everything is just a finger tap away, and so there is a need for the enterprises to get online, to get on social media. Even smaller businesses are engaging and applying social media or digital marketing tactics to target their customers. In this era, the digital market is evolving rapidly and has proved to be the best platform for companies to advertise and spread their brand name. Digital marketing is no wonder the most powerful tool of marketing. With just a single platform, it has the ability to reach millions of people and thereby increasing traffic on your website. Furthermore, digital marketing is also the most costeffective way of marketing the business. When targeting a large audience, it also is possible to cut costs at some points, and still have almost the same marketing effect. The other marketing tactics come with hidden costs, while the cost of implementing

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digital marketing is mostly just time.The digital marketing technique is also a measurable form of marketing. With the traditional methods of marketing such as the radio or television, it is hard to track the success of the marketing campaign. But with digital marketing, it gets easier to track the success of the marketing campaign. You can use digital marketing analytics, which uses the guesswork to see whether your marketing techniques are actually working or not. Another major advantage of digital marketing is that it can be used to target the ideal buyers of your product or service. The various SEO tools allow you to reach the customers who are searching the web for content or topics which can be related to your enterprise. So with the help of digital marketing, you can also make sure that the right customers are viewing your business. With digital marketing, you can also change the strategies you are using to reach the customers unlike the traditional marketing techniques like television or radio where one had to wait for the particular campaign to get over to implement new ideas. Here, with digital marketing, you can keep changing the marketing strategies, to suit the new market demands. So what are you holding back for? Connect your Enterprise World to the web immediately and increase the traﬃc on your websites. With plenty of advantages of digital marketing, traditional marketing strategies are just a subsidiary now. But before you decide to jump into this, make sure that you have a proper strategy for marketing. With the right strategy, you can target the right audience and increase the revenue of your company.

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Provar Salesforce Solutions Testiﬁed!

Geraint Waters, CEO

rovar is the pioneer in providing end-to-end test automation for Salesforce solutions. They also provide other related services and oﬀer end-to-end testing solutions to QA teams, Architects, Developers, etc. making them one of the most complete onestop solutions when looking for testing and related services of Salesforce solutions. The Company Provar was founded with a set of goals and a vision–to help enterprises maximize the return on their Salesforce investment and build tests today that won't break with a Salesforce release tomorrow. Provar aims to help enterprises achieve their goal of holistic growth and create services that are not only foolproof but also a breakthrough for the market and the customers, and they wish to enable them by providing intuitive testing solutions and world-class services so teams can deliver robust, scalable, and

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repeatable tests to accelerate releases, improve quality and drive down system errors. The company was founded in 2014, with the founders set to develop a best-of-breed automated testing solution for companies using Salesforce. As the company grew and advanced its skills and services, it solved complex, end-to-end testing problems for highly-regulated banking projects and realized that this was a critical unmet need in the Salesforce ecosystem. Provar is being guided under the eﬀervescent and visionary leadership of Geraint Waters, CEO at Provar. He is not only ahead with his views and ideas but his work methodologies and culture are what has added to the growth of the company both from the inside and the outside. Before Provar, he joined PwC Consulting on the graduate training program (MITIS), after which he has

worked in Financial Services as a Project Manager in Prime Services at UBS and as Global QA Manager for Equity Derivatives at Barclays Capital. Factors that set Provar apart and maintain their long-standing success One of the most compelling factors is that they are addressing a very real need in the market, namely helping enterprises deliver software faster and more reliably which can be diﬃcult especially with Salesforce's tri-yearly release cycle. While you can use Provar to test any web-based application, many of their customers use Provar to test Salesforce because it does present a unique set of testing challenges. With each major Salesforce release, new functionality is introduced which can potentially break tests if you're using a homegrown or similarly rigid testing framework. And what that means is that QA teams spend a lot of time

performing test maintenance to ﬁx those issues instead of being able to work on new projects. One of the most unique features of Provar's services is their ability to integrate with so many CI/CD solutions, adding another factor to the list of Provar being one of the dominant and strong players in this ﬁeld, adding to their exponential success and growth rate. With teams under increasing pressure to deliver releases more quickly and more frequently, teams are integrating testing earlier in the development cycle and you can use Provar with industry-leading solutions such as Copado, Docker, Git, and Jenkins.

and ways to enhance their services and provide their customers with solutions that not only are accurate but are also easy to use and implement in their enterprises. The services oﬀered by Provar are: Metadata-driven testing: Provar helps build tests today that are resilient and not rigid. With Provar, QA teams, architects, developers, and Salesforce business owners can build tests that interact with Salesforce metadata, which means that existing tests can natively adapt to new changes introduced by Salesforce. This reduces the risk of test breakage and substantially reduces the amount of time spent on test maintenance.

Products/Services Provar specializes in test automation for Salesforce and other web-based applications. They are not only pioneers of these services but are also leading the innovation curve as they are always looking for new methods

Salesforce expertise and insights: Provar stays current and aligned with the Salesforce roadmap to ensure that tests keep running smoothly.

makes it easy for individuals and teams to get started. You don't have to be a developer to build and maintain tests. End-to-end testing: With Provar, you can test full business processes in Salesforce and beyond, combining both UI and API actions to deliver total coverage. Last year they launched ProvarDX, the ﬁrst test automation solution tailormade for Salesforce DX users. To continue their journey of growth and holistic development, they chose to raise a Series A investment round with the help of corporate advisers Jago Capital. They chose Michael Elias and his team at Kennet Partners due to their shared strategic vision and track record in the Salesforce ecosystem. Kennet specializes in working with founders of high-tech bootstrapped companies with a solid history of proﬁtability to enable further growth.

Rapid automation: Provar believes in being simple, and a no-code solution

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WinnowPro e Benchmark Of Google Marketing Solutions

David Saedi, CEO

innowPro is one of the leading names when looking for paid advertising solutions in the world of Digital Marketing. Their seasoned team of industry experts has a vast knowledge of effective digital marketing strategies that are driven by their ability to tap into emerging trends and practices, maintain a proven track record of excellence, and deliver the highest quality of service and data privacy standards. These factors are some of the many reasons that make WinnowPro one of the most sought-after brands in the Digital Marketing space despite the fierce competition. The Company Winnow Digital Services, now popularly known as WinnowPro was founded in 2018. The company was created as a plug-and-play digital marketing solution for small businesses throughout the US. WinnowPro was founded with the idea and vision to offer effective advertising strategies and creative design libraries for digital marketing activities across all industries, allowing WinnowPro to offer

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small businesses an all-in-one digital marketing solution at one ﬁxed monthly price.

Factors that strengthen WinnowPro's position in the market

Winnow has repositioned itself from a plug-and-play digital marketing platform for all businesses to a technology company offering digital sales and marketing solutions under the new name of WinnowPro. Over the last two years, WinnowPro has partnered and collaborated with industry experts around the US to transform into a technology company dedicated to the automotive industry. After serving more than ten different well-known automotive brands, WinnowPro has found a way to continuously provide added value to auto dealerships in many The technologies created by him and his ways. team in a previous endeavor for testing and certification, enticed the global “It's hard to find things that won't sell Pearson Education group to acquire Online.” - Jeff Bezos them to maintain their leadership position in certifications worldwide. Offering the most important marketing Their operations in 24 languages across services to a dealership – Search Engine 148 countries achieved in under 10 Advertising and Social Media years positioned them as the undisputed Marketing. Dealerships know that leader, with Microsoft and Adobe as nearly 90% of potential auto customers main partners. will start their search online, and most The man spearheading WinnowPro, unlocking its potential is David Saedi, CEO of WinnowPro. Over the past 30 years, he has engaged in the application of technology as a core driver of economies of scale, process and quality outcome improvements, and the immediate accessibility of data for decision-making. His experience involves the development of worldclass software and systems for Education, Media, Finance, and Healthcare.

of those potential buyers will use the information they find from first-page search results in their final purchase decision. WinnowPro strategically supports dealerships by earning highranking positions for greater visibility to capture the attention of future customers. Auto dealers also know that customers are wary of walking into a dealership when they are undecided on their final vehicle decision. Understanding this challenge, WinnowPro leverages social media platforms to help dealerships interact more effectively with customers throughout the day when it's convenient for customers – opening the virtual door of two-way communications and better business-toconsumer relationships. The biggest benefits of this approach have been better lead quality and an increase in virtual sales appointments. The next value addition to dealerships is found in WinnowPro's innovative technologies that are available to all clients. WinnowPro offers different

into one centralized database to create better search engine marketing strategies for their automotive clients. When properly configured, the outputs of the data create competitive insights into what local-focused keywords are driving traffic to competitors' websites and the financial impacts that traffic has on sales.

sales and marketing tools that make it easier for dealers to track their competition, target new customers, and close more sales. These data-centric tools are part of the Digitally Essential collection oﬀered exclusively at WinnowPro. The idea of new tools and technologies is driven by the dealers themselves, so WinnowPro can ensure that new products are accurately resolving digital pain points faced by the end-user. Products/Services WinnowPro oﬀers services in the Digital Marketing domain which are tailormade to the needs and demands of their clients, making them one of the most dedicated, sincere, and engaged companies in pursuit of excellence. Over the last year, WinnowPro developed an internal database of locally-focused search engine information for dealerships. This information was collected from more than 40 reliable sources and integrated

While that might sound familiar to other keyword tools like SpyFu and SEMrush, WinnowPro's Competitive Intelligence Tool analyzes more than half-million locally-focused keywords, automatically detects competitors, and aggregates data from different locations to help local businesses position themselves more effectively. In conjunction with the Competitive Intelligence Reporting Tool, WinnowPro offers auto-specific advertising strategies to maximize returns for dealers, including Vin Specific Marketing, Conquest Marketing, Geofencing Marketing, and Retargeting Marketing. Each of these strategies is uniquely positioned and optimized based on the brand and the geographic location to drive more sales for US-based auto dealerships.

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Peniel Solutions, LLC Performing In

e Cloud!

James McGri , President/CTO

eniel Solutions LLC was founded with an emphasis on DevSecOps, the company delivers a complete suite of cloud solutions that leverages Amazon Web Services (AWS) commercial and GovCloud platforms through every level of engagement. The Company PSL's mission focuses on leveraging technology to elevate its federal clients' business capabilities to match the challenges needed to succeed in a regulatory and political environment fraught with transparency, efficiency, and effectiveness issues. As a result, the company developed its records solution called TransAccess GovCloud Records (GCR). TransAccess GCR has evolved to become the central records management solution for major government offices to meet the M-1921 OMB/NARA mandate ahead of the December 2022 deadline. TransAccess GCR will continue to be a viable option for other agencies

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requiring records management support and compliance. On the software engineering side, Peniel Solutions, LLC continues to deliver hundreds of solutions that range from simple mobile applications to complete enterprise solutions. With the cloud being one of the most significant technology shifts for agencies, we provide the integration expertise for the private cloud migration, public clouds, and legacy IT environments. The Stepping Stones to Success The President/CTO of Peniel Solutions, LLC, James McGriff recognized early on that a significant trend was emerging in the federal government whereby CIOs were investing in front-end operations technology while pursuing back-end legacy infrastructure replacements and upgrades simultaneously. Given this reality, PSL invested heavily in its employees and tools to take advantage of the new DevOps (development operations) process that later morphed to DevSecOps (development security

operations) as a secure means to deliver faster and better-quality coded solutions to its customers. This new agile framework was a major departure from traditional SDLC (software development life cycle) processes and began to allow agencies to embrace emerging microservices to support their cloud infrastructure and changing application development processes. CIOs viewed serverless computing as a low-risk, high-value investment that allowed administrators to spend less time on infrastructure management and more time understanding their end customer's business models. PSL was wellpositioned to be an eﬀective player in the new landscape of software development with great results. Their long-standing success can be directly attributed to the company's ability to pivot and clearly understand the “what's next” opportunity while solving the challenges that all too many times slow and derail successes that otherwise would be achieved.

Products/Services With more than 20 years of experience in federal government digital transformation, PSL has positioned itself as an accomplished strategist and leader experienced in developing and implementing innovative technology applications and creative business models. The company's methodology involves conducting assessments that evaluate an agency's current business strategy. Once done, PSL then develops and presents a plan of action to stakeholders for clariﬁcation, consensus, and buy-in and after approval, it implements and oversees its success. For example, in the area of records management, Peniel Solutions, LLC is lowering the barrier of entry for agencies by delivering functionality and features that meet both regulatory requirements such as the Universal Electronic Records Management (UERM) from mandates with predictive or ﬂat rate pricing. Many records management solutions in the

marketplace come with many features that never get accessed by the user base, yet they are charged for those same capabilities. PSL's approach is to target through assessments and interviews those features required for compliance and mission operations.

The Future Ahead

These are the features that get configured in their service for that particular customer and they are not all the same. On the cost side, they use predictive or flat rate pricing. Flat rate pricing is probably the simplest way to market a SaaS solution to the federal government since their budgets are usually fixed from one year to the next. PSL's goal is to offer a single product, with a single set of features, for a single price. In this way, there are no concerns if the customer's user base increases over time and now that agency becomes concerned about individual license or subscription fees. Their pricing strategy takes into account growth potential.

James believes that in 2021 and beyond, technology services must decrease manual processes and generate automated solutions that will gain prevalence with customers. For example, when it comes to records management solutions, we must provide and enhance digital auto-categorization of ﬁles, automatic removal of duplicate records, automated rules for information governance, and produce automated retention schedules in records management systems. Likewise, technology automation will mirror one word, simplicity. This simplicity will permeate our lives through our jobs, how processes produce intended outcomes, and how agencies serve taxpayers, customers, and partners. As federal agencies focus on their postpandemic recovery path, they will look at automation to enhance productivity levels for manual processes. This allows staﬀ to concentrate on value-added work and this is where PSL will be devoting much of its resources.

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Oksana® Franchising International Enriching Students, Changing Lives!

Oksana Kolesnikova , CEO

e it one-on-one tutoring for K12 subjects, a wide range of programs including music, languages, academics, etc. All this ensures that a student has all the support and guidance from the very best, and also gets to learn all the intricate details, with support from the very best coaches, and that too at the comfort of their homes.

Inspirational and visionary, the elegant Russian-born American, Oksana® Kolesnikova, is an internationally renowned pianist and composer, educator, innovative music, and personal mentor to the business franchise owners of Oksana® Enrichment Programs. She is the CEO of three companies: Oksana® Franchising International, Inc. (OMG, Inc.), Oksana® Enrichment Programs, and Oksana® Foundation. In 2019, she launched franchising opportunities for her tutoring and artsfocused business, which was already successfully operating with a large roster of tutors and was established in

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numerous schools. Born from her love of music performances, composing, and teaching music and languages to students, she sought to provide a quality-based resource for student enrichment beyond what her high-demand, one-on-one lessons would allow. All these factors make Oksana Franchising International, Inc. one of the best franchises to open in 2021. The Company Oksana has been in education and performing arts for over 20 years, launching her ﬁrst company, Oksana Franchising International, in 2010. “Looking back, I wouldn't have it any other way, as all the mistakes I made and lessons I learned in this industry can now be passed to my franchisees, so they don't have to experience them.” - Oksana

How has the company changed since the foundation, and what makes Oksana Franchising International, Inc. so successful? Based on Oksana's background as a performing music artist who has toured the world and an “educator to the stars”, she initially started her business focusing solely on music education. Eventually, she identified a demand for other services, even hinted at by way of her existing client base, being a trilingual speaker herself, and always showing an interest in foreign languages (while traveling to different countries on tour and fortifying international connections expanding her appreciation for different cultures and languages), she decided to branch out and include languages as part of the management entity. This proved to be the right move, as they received a lot of interest from the market. As for the factors invoking the success of the company, it was a myriad of factors: Perseverance, passion, hard

work, willingness to improve, great customer service, thinking “outside of the box,” strategic planning, execution/analysis, and careful selection of hired team members. In addition to this, there was motivation, leading and inspiring the team, having faith in their abilities while taking calculated risks, fostering the ability to find a way to benefit from setbacks, and learning constructive lessons. The business model of Oksana Franchising International proved to be successful and ultimately withstood the test of time, and even recent challenges – such as the Covid-19 pandemic – did not shut their doors. They decided to introduce a national franchise system wholly based on the success of their business model, and it was just a natural progression for scaling and expanding the brand while giving other entrepreneurs opportunities to work in this exciting field.

Oksana is a “hands-on” type of business owner, and such is the team of Oksana Franchising International, Inc., oﬀering ongoing support and intense training to their franchisees. Furthermore, Oksana takes their franchisees “under her wing” and guide them through anything business-related; indeed, since she has been in this industry for so long and has encountered (and was able to overcome) many obstacles, challenges, and issues, she is more than capable to guide franchisees in such a way to help them avoid, prevent and resolve most issues that may arise.

Products/Services Oksana Enrichment (www.OksanaEnrichment.com) provides franchising opportunities to entrepreneurs who are interested in working in the exciting fields of education, tutoring, after-school enrichment, local community classes/programs for youth/adults/seniors, and servicing an online community. They offer a myriad of programs to not only private, oneon-one students, but also to the public, private and charter schools; districts; municipalities, and counties. Their programs include, but are not limited to, music (piano, voice, guitar, singing, and more); foreign languages (Spanish, Italian, French, Chinese, Korean, Russian, Hebrew, Farsi among others); K through 12 academic tutoring and test prep in all subjects; art (drawing and painting); acting and drama; fitness/yoga; cooking classes; martial arts; summer camps; STEAM curriculum and more.

She believes in paving the road for these new-to-franchising folks, so to speak, which allows for a reduced learning curve so that in just a few weeks, they absorb what would normally have taken them decades. She is greatly vested in the success of the franchisees. If they succeed, we succeed!, Oksana adds.

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Absolute E-Z Up

Making Jobs Safer And Easier With Techno Powered Equipment Mike Buley, Founder

dding to the long quest of businesses who try to provide reliable business equipment, Absolute E-Z Up, Inc. (AEUP) oﬀers unique and innovative material handling equipment and solutions, empowering businesses in diﬀerent market segments across the globe.

companies, etc. But that also allowed AEUP to reﬁne its processes and thoughts in a logical order. It allowed them to look at the uncertainty in the marketplace while not being threatened by it. So, they talked to many people in various market segments, retail, wholesale, new and used equipment users, service entities, etc.

The Company Carriers for A Safe, Productive Workplace. AEUP dominates the industry with its position as a market leader in the niche market segment. Their equipment has unparalleled results and experience as AEUP focuses on maximum smooth workflow with the utmost safety at the best prices. Their solutions and work showcase their rich domain knowledge and a flexible and agile workflow. Mike Buley started the company in 2009. As he says, it was not the best of economies to start; as there was much attrition and consolidation within manufacturers, distribution, private

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With learning to ask good questions with an open mind, AEUP approached the business opportunity, which led them to establish one of their core beliefs, which they still believe in today, “Listen to the customers.” Realizing they couldn't compete with more prominent manufacturers, they had to ﬁnd something where the applications existed and were needed. However, the proper equipment wasn't being built or marketed at the time. AEUP ﬁrst determined what those markets were, what it would cost to support those markets, and how those applications could take care of the issues. AEUP searched for

manufacturers worldwide with whom to work. AEUP made modiﬁcations to the current manufacturer's units to gain the North American markets' interests while complying and exceeding its safety standards. The company established relationships with those manufacturers determined by their product quality, attitude, willingness to support the product, and their desire to have a long-lasting relationship. AEUP started on the support side as they looked at determining these things with the manufacturer. Was the manufacturer going to support and train personnel on the technique of the product, performance, and the service part? Mike says, “The company had to make the onboarding of our company and products as simple as possible. With everything that we do going forward, whether it's another manufacturer or another product, or another market segment, our goal is a smooth process.

In determining a potential customer's buying pattern, we asked exploratory questions. We listened to the answers. It was clear that safety was going to be a significant key factor in our success. We talked to distributors' large chains and large and small corporations while focusing on safety and risk management. Job-related accidents, workman's comp, claims, and rising insurance rates played a significant part in what and how buyers were making their determinations. It was apparent that lost work hours, retaining current workers, hiring new people, and delaying flow productivity contributed to lost revenue. We aim to alleviate some of these issues. Products/Services The company trains its customers to use and operate all their equipment. Another service that they provide is “On-call” or on-computer service. Team AEUP knows the performance of the equipment, how it's built and what

it's made to do. So they can troubleshoot over a telephone or a computer. Our centers in Ohio and North Carolina provide service and parts.

size their fleet, depending upon incoming jobs or demand. In addition, AEUP can advise on how to maximize the residual value of that equipment. So, when the customer trades it in, the highest value is realized while not “Our units are sturdy. But all machines competing with others selling the same are subject to wear and tear. We have product simultaneously. parts available in those two facilities for shipping at any time the next day Mike commented, “Our goal with our or overnight. We have, on occasion, services is to make the buyer provided a simple fix to a customer's comfortable with their buying machines that they have in their decisions, and for them to be happy and inventory while not necessarily ours. satisfied with us because we support But our technicians are well qualified them in the unit every day. and have excellent mechanical aptitude. Their expertise in electronics We realize customers' inputs are essential. It often helps in determining and hydraulics has created situations the design in the manufacture of our where they have, on many occasions, products. We analyze what the market taken a customer's stranded asset and needs, not just produce and then ask the turned it into a revenue-generating customer to react to what we have unit,” Mike commented. built.” Absolute E-Z Up offers something unique to the industry, which is Fleet Management and its optimization. We help guide when a customer should replace a unit or dispose of and right-

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COPC Inc. Customer Satisfaction Guaranteed!

Kyle Kennedy, President & Chief Operating O cer

OPC Inc. is one of the most successful companies, providing consultation, training, and other services enhancing customer service, customer experience management, vendor management, and other related services. Being the oldest in the field, they possess decades of combined experience and a team of industry experts adept at the ever-changing trends and norms of the industry. COPC and its team are sincerely dedicated to providing unmatched services, which makes COPC the first choice of their long list of loyal and recurring clients. One of the few reasons pushing COPC Inc. to the heights of success and excellence is their expertise in CEM, they offer comprehensive, detailoriented, highly effective, and tailormade solutions. They are resolved to offer exemplary services to best meet their client's needs and requirements, and in this process creating a benchmark in the Service industry. They truly deserve to be one of the most recommended and best performing CEM solution providers in 2021!

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The Company COPC Inc. was founded in 1996. The journey began with helping call centers, helping them achieve maximum and eﬃcient results, but keeping priority towards the goal of improving their performance and enabling their clients to achieve the same. COPC Inc. provides consulting, training, certiﬁcation, benchmarking, and research for operations that support the customer experience. COPC Standards are a collection of performance management systems for customer experience operations, customer experience management, vendor management, and procurement.

to create an arsenal of solutions that are easy-to-use, scalable, and efficient for their clients. Kyle Kennedy is the President and Chief Operating Officer of COPC Inc. and is responsible for the day-today operations of multinational teams worldwide providing consulting, training, research, and certification services. Kyle also leads the global certification program.

He is a member of the COPC Standards Committee and is a Certified COPC Implementation Leader. Kyle has deep expertise in customer experience management and a successful track record of running large Today, COPC is an innovative global operations. Before joining COPC Inc., leader, empowering organizations to he was the chief operating officer of optimize operations to deliver a superior Ruffalo Noel Levitz, a provider of service journey. COPC is persistent and technology-enabled services, software, is relentlessly working towards and consulting for higher education enhancing its performance and services. enrollment management and With a heavy emphasis on client fundraising. feedback, incorporating the latest technological, and constant educational advancement of the team, enabled them

Factors Pushing COPC to the Heights of Success Their best-in-class services made their brand name popular, resulting in a staggering growth and success rate. COPC was and is one of the pioneers of the industry, setting the original industry standards 25 years ago. They continue to serve their clients with the same standards and believe in living with them to this day and forth. With thorough and unmatched precision in everything they do, they have regimented processes and training programs. As the industry norms and practices change constantly, along with quality and standards, COPC feels proud of its consistency, top-notch quality, and standards, which remain unchanged. Thriving on performance management, COPC is highly appreciated by its exhaustive list of loyal and satisﬁed clients. Working day in and out, setting a benchmark for the CEM (Customer Experience Management) industry as a whole.

In 2020, COPC Inc. introduced a fullservice consulting based on the customer service journey, named Service Journey Thinking. They are now helping organizations take a holistic view on improving the customer experience from both the front stage operations (customer-visible) and backstage operations (behind the scenes). It consists of helping organizations understand how to view transactions from a multi-channel approach rather than analyzing one service channel at a time and helping them create an allencompassing service blueprint to identify performance and process gaps.

Products/Services They focus on consulting, training, certiﬁcation, and research. What sets them apart is the relentless focus and dedication towards performance improvement for operations that support the customer experience. This is their niche and because they have conﬁned themselves to these services, they are masters of these skills. Leading the innovation curve for the services in CEM, always ahead of the competition, eager to improve and update their services and standards. COPC Inc. stays devoted and true to its core beliefs, showcasing it in every piece of work, and in every way, the team of COPC Inc. performs. Leaping ahead and pushing the boundaries, pursuing excellence, introducing breakthrough services that enable enterprises to become the best version of themselves, enriching every client with the same tenacity and engagement.

COPC never stops innovating, and thus, they have created a new CX Research department to meet the expanding needs of their clients for industry trends, customer-centric reports, consumer studies, and much more. Always welcoming a change, ever ready to adapt their services based on the needs of the clients and ever-evolving changes in consumer preferences and behaviors.

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The Age Of AI e New Digital Era For Pharma And Life Sciences

Scott Mackey, Co-Founder & SVP of Market Strategy | Adlib

ith all the challenges of Covid-19, there was one shining light at the end of the long, dark tunnel: a new era of digital technology that replaced decadesold paradigms. AI technology delivered vital medical data and application materials to the FDA in record time, bringing life-saving vaccines to market faster than anyone thought possible. Some might say Covid-19 matured AI while others might say AI was matured by Covid-19. Market challenges drive remarkable breakthroughs. Adlib is one organization operating at the edge enabling 3As – AI, Automation, and Analytics – allowing pharmaceuticals and life sciences to accelerate time to market and delivering much-needed hope to the global community. This digital shift has had far-reaching societal beneﬁts that continue to ripple out beyond pharmaceuticals and life sciences' initial stone throw. The swift delivery of critical vaccines has saved countless lives and will go down as a Herculean feat in the pharma history

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books—forever raising the bar on how critical therapies are developed and delivered. By bringing efficiencies to data-heavy processes, life sciences and pharma leaders reduce manual effort and gain an edge at a crucial time in history. The Company We caught up with the leaders of Adlib, one of the industry's top AI-driven cloud solutions, to discuss how digital technology is fuelling the future of pharmaceuticals and life sciences at this critical juncture. Keep reading to hear from Scott Mackey, Adlib's CoFounder and SVP of Market Strategy; Jason Mitrow, Senior Director of Product Strategy; and Marc Fuentes, Senior Director of Growth Marketing. There is a lot of “cool tech” in life sciences and pharmaceuticals. How is Adlib different? Scott Mackey: AI has been hyped to death, but there is a real business value behind the cliché. Adlib's goal is to

deliver meaningful data and insights to help companies move AI beyond just a “cool tech” into a tool that drives measurable business value. AI works best when people and processes are aligned, and technology should be used to augment, not replace human effort. Adlib transforms unstructured document data into intelligent data that can be utilized by technology to maximize the potential of people and processes. By diving deep into the siloed data locked in documents across emails, file shares, and repositories, our AI-driven Content Intelligence Cloud solution reduces manual effort and brings efficiencies to vital workflows. Ninety-five percent of the world's leading pharma companies use Adlib to bring efficiencies to notoriously clunky processes, from clinical trials to FDA submissions and more. We are humbled by our success, and we continue to build out our technology to benefit the industry and society at large.

How does AI technology deliver meaningful business value? Jason Mitrow: Everyone across the organization must be able to access the same source of quality data to answer business questions, regardless of which downstream enterprise systems they may be using. This is the challenge that Adlib solves. Imagine a business with all sorts of software, and they're not maximizing the potential of that software. Utilizing digital technology in the right situation can reduce costs, augment workﬂows, free up knowledge workers, and reveal critical insights. However, many organizations fail to realize the full value of the myriad technologies they have implemented as part of their digital transformation initiatives. Why? Because they struggle with unstructured data. “Without clean, structured data, an organization can only beneﬁt from automation in a limited capacity.” - Jason Mitrow, Senior Director of Product Strategy, Adlib

Through the adoption of AI, pharmaceuticals and life sciences leaders are trading tedious, paperbased processes for a leaner, digital approach. A robust AI-driven Content Intelligence Cloud solution allows leaders to ﬁnd and categorize the data locked within massive volumes of emails, correspondences, research data, control requests, contracts, and reports and turn it into structured data at scale.

Adlib also helped a €15.9 billion pharma company curb rising IT costs and FDA submission errors. Disjointed documentmanagement practices were causing signiﬁcant errors in their FDA submission documents, costing the company €471,000 in IT overhead and annual maintenance and stalling drug approval. After adopting Adlib, the company reduced the number of systems and servers used during the rendering process, for an estimated annual savings of €262,234.

How have you helped pharma and life sciences customers? Any stories to share?

Those are just a few examples. We have helped pharma companies improve eﬃciencies across virtually every dataheavy workﬂow, from FDA submissions to internal document-management processes to mergers and acquisitions, to supply chain management, to digital mailrooms and content migration and intelligent document processing, and more.

Scott: Recently, one of our top pharma customers was given two hours to complete an emergency FDA submission. In just an hour, Adlib rendered ﬁles as large as 3500 pages into approval-ready PDF submission ﬁles. This success story was a big win for the whole team.

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4 CONTACT CENTER TREND

he pandemic of COVID 19 brought the world to a standstill. All the industries and their work were halted suddenly. Every industry had its share of challenges they faced and had to overcome, but the call center industry was one among all that was posed with some unique challenges.

During the period of the pandemic, call centers started receiving high volumes of calls which became a little difficult to handle. Another challenge the contact centers faced was shifting their employees to remote locations, and for extended periods. A survey has stated that during the time of the pandemic, the number of difficult calls increased by as much as 50%. The reps working at call centers were not quite equipped with the kind of advanced technology that would automatically route the calls. This resulted in about 68% increase in escalations as the reps tried to deal with difficult customer calls with complaints. Due to the lack of automatic routing of calls, there was a 34% increase in hold times in the early phases of the pandemic.

Shifting to remote locations was all in itself a challenging task, but it was worsened by the unreliable internet connections and a lack of coherence with their teams and leads. The use of advanced hardware and software technologies in the call centers has enabled the support teams that have helped to cut down on many of the common call center issues. This use of technology has helped them to operate even more eﬃciently and have a proﬁtable business. The design of call center technology is such that, it provides automation support, customer relationship management, and also predictive analysis to the call center reps who are facing customers. With the deployment of the right technologies, your call canter can help provide customers not only gain a rich customer experience, but it can also increase your organizations' internal activity by reducing the operational overhead. As we step into the new year of 2022, the interactive voice response (IVR) and the analytics capabilities, which are

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DS TO LOOK OUT FOR traditional to the call center technology will remain a standard. But at the same time, newer technologies like AI and chatbots will help call center reps with more actionable information, made available easily without having to look for it. Here are a few technologies call centers are looking for in the year 2022, to make systems more efficient and productive. Artificial IntelligenceThere is no denying the fact that this technology age is here to stay, especially that of Artificial Intelligence. In 2022, call centers will be looking forward to innovative technology to standard issues for the organizations. With multiple benefits to the organization, AI will help call center reps reduce the need for manual call routing programming. This can help route calls of customers directly to the senior authority, and they can speak with the most qualified person. Another benefit of AI is that it can provide people with predictive responses during the flow of a conversation. With these multiple responses in front of the call center reps for clients, it becomes easier to solve the problem and handle the situation. AI also comes in handy, as this technology can help the call center employees to collect and analyze information of a customer across all channels, thus looking at a unified view of the customer. ChatbotsChatbots or also called conversational AI is a form of Artificial Intelligence that is capable of recognizing multiple languages, understanding what words are being said, and then deciding what path to choose to respond to the customers, in the most human way possible. With Natural Language Processing (NLP), and Natural Language Understanding (NLU), these chatbots can recognize the intent of the customers in asking questions. These chatbots can help lessen the burden of call center employees by providing account updates, helping customers in various processes, taking payment updates, and much more.

Omnichannel IntegrationWith a wide base of customers, everyone is using different channels of communication, like the web, phone calls, text messages. If a customer is interacting with a company through one channel, they expect an inclusive experience when they tap from any other device. When a customer is associated with a company, they expect a personalized and more relevant experience, no matter how they choose to interact with the company. Omnichannel integration will help in achieving this goal, as they leverage the unified customer profiles across organizations. IVRCall centers have been using IVR technology for a long time now. It was one of the first-ever technology trends that were introduced to call center organizations. The pandemic of COVID 19 just pushed this technology forward, and the organizations already using it reported a tremendous increase in its use. When IVR is used in a combination with other technologies like AI and chatbots, the resultant is speech recognition and its ability to detect moods. This helps to deliver to its customers a fully personalized experience. Looking forward, the heavy use of technology in call center organizations will be the most beneficial to both the customers and the organizations. The call center executives will be able to know better about their customers, and would thus be able to properly assist and guide them in their problems. These technologies will make organizations ever more efficient and will also increase their effectiveness of it.

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Pegasus Knowledge Solutions Inc. From AI To Automation, HR Analytics Redeﬁned!

Supreet Singh, EVP/Principal

egasus Knowledge Solutions Inc. (PKSI) is one of the pioneers in this industry, providing unmatched and unparalleled analytics solutions. They are also working on several SaaS solutions to enable enterprises to make the best use of analytics, drive their company to achieve the desired goals while reducing costs and overheads. Their services are innovative and transformational, backed by a team of specialists, pooling in their decades of combined experience in varied industries and domains, packed with extensive knowledge of the latest industry trends and practices. The Company PKSI was founded over 20 years by two engineers – Supreet Singh, and Srini Voruganti. The company was founded with a vision and mission – to leverage leading-edge technology platforms to provide just-in-time technology services and solutions to their Fortune 1000 clients.

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Several years ago, the founders saw the growing need for businesses to get deeper insights from the data in their business systems. In the late 90s and early years of the 21st century, businesses invested heavily in sophisticated ERP, HRIS, and CRM systems to gain 360-degree control of their operations. PKSI engaged with many such midsize and large organizations to help them successfully deploy and manage these systems. Following this period, businesses realized that they now had access to a wealth of data on their operations and began mining their internal transactional and operational data for insights. Thus, began the period of deploying data warehouses and Business Intelligence systems. PKSI has been involved in many such successful initiatives across multiple industry verticals. It soon became clear that these data initiatives, while being extremely necessary, were ponderous, expensive, and time-consuming. Further, businesses realized that they were not able to reap the full beneﬁts promised by ERP

Software systems, namely a data-driven management of strategy and operations. The goal was not just to look back at historical data and analyze what happened but to leverage Artiﬁcial Intelligence techniques to look forward and predict and forecast trends into the future. This trend was accelerated and fuelled by the growing availability of cloud-based data environments. Pegasus Knowledge Solutions Inc. embraced this trend and started a center of excellence for AI and advanced analytics to research and implement AI technologies for analytics. The company also established partnerships with leading-edge analytics technology and data platforms including SAS, IBM, Pitney Bowes among others. This enabled PKSI to gather deeper insights into the analytics needs of midsized and large organizations. In 2020, PKSI was awarded the SAS Global Excellence in Innovation Award for the Advanced Workforce Analytics Solution.

Products/Services PKSI offers services and turnkey solutions for helping their customers drive value and better business outcomes by deploying cutting-edge tools and technologies, with services delivered by skilled professionals and thought leaders. While many firms are now in the AI space, PKSI had a head start and established strong industry partnerships many years ago with leading platform providers like SAS and IBM. Based on their clients' needs, they have also developed end-to-end SaaS (Software as a Service) Solutions for AI-driven Banking Analytics and Workforce Analytics. Pegasus Knowledge Solutions Inc. is always pursuing and pushing towards excellence in everything they do and is constantly working on enhancing the effectiveness and use of their services. They are also striving to not only bring breakthrough and cutting-edge services but also keep efficiency and feasibility

in check, so their clients can fully utilize and integrate their services, to extract the best results and fuel their growth and development. They can do so by listening to their clients, employees, and partners... According to its founders, PKSI is constantly researching new technologies to identify market needs and innovate new products and services. Factors that Pushed PKSI to the Heights of Success As PKSI began oﬀering AI-driven services to its clients, it became obvious to leadership that there was a widening gap in the capabilities of midsize and large organizations. The larger organizations were able to hire extensively in new technology areas like data science and cloud development. Midsize And small businesses were not able to compete with the larger ﬁrms in hiring deep benches with these advanced skills. This gap has only widened over time.

Pegasus Knowledge Solutions Inc. realized that there was a need for end-toend analytics solutions for midsize businesses. This trend was especially obvious in the financial services industry, where larger banks have made tremendous investments in AI technologies and are using these skills to great advantage to acquire and retain customers, offer just-in-time services and products, and create a better customer experience. The award-winning Advanced Workforce Analytics Solution is intended for midsize and smaller firms across multiple industries. It integrates data from multiple sources from the organization, like HRIS, Payroll, Training, Talent Acquisition, etc. It then enriches the data with external data like social and socioeconomic data. Pegasus Knowledge Solutions Inc. provides AI-driven analytical insights into an organization's workforce including insights into all stages of the employee lifecycle, from talent acquisition to employee exit.

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IHPS e Honour Of HealthCare

Michael Collura, President

n Home Personal Services (IHPS) is one such leading senior care service provider. They are not only dedicated to helping the seniors, no matter how small or big the role they play in their lives, but they are also sincere and relentless in their eﬀorts to bring the best to their clients. They are highly regarded by their clients as one of the best in the ﬁeld, with their caregivers/team being truly compassionate, understanding, and extensively trained. In Home Personal Services truly is a company of values, virtues, but also very successful in the business senses, making them one of the best senior care franchises to open in 2021. The Company In Home Personal Services was started in 2004 with a vision to build

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a better senior care business model that impacted the lives of everyone involved positively. The team of In Home Personal Services has worked relentlessly to turn their vision into a reality, showcasing their extremely useful and supportive services, promising nothing but the best because it has always been more than a business to them; it has been their mission. All businesses face challenges during their initial stages, some wither, some break apart, but a selected few withstand every challenge and become successful, carving their names as successful and visionaries of tomorrow. IHPS feels happy to have faced their fair share of ups and downs because in doing so they looked at every angle to take a challenge and turn it into an opportunity. To ﬂip what was an obstacle in the operation and turn it to their advantage.

They have faced many such challenges, none more so than the recent Covid pandemic. There too they persevered, overcame, and grew as a business, a team, and a family. Products/Services As a non-medical senior care provider, they have 3 core service models all delivering safe, affordable, compassionate, and worry-free care to the aging adult population. Their services are designed with the intent to be flexible, cost-effective, and of course bridge the care needs of those that trust them with their lifestyle and desire for independence. As a franchise system, they have an abundance of differentiators that have made them a leading franchise investment opportunity within the senior care industry. These advantages they hold today have been tested, proven, and continue to be

developed, because they are never going to stop being innovative, forward-thinking, or working to develop a better system to deliver care when it is the mission of the brand to make an impact where it counts. They have a whole new online training portal that extends to all 50 states and has some rather unique content they developed themselves. They also built an advantage through strategic partnerships and a whole new approach to training, care, and support for those with Alzheimer's. They have new exclusive opportunities as a brand that no other competitor currently possesses, and they are excited to launch a whole new service model with their very own proprietary technology currently in the ﬁnal stages of development. While they would love to do more than provide a teaser into what is to come all they can say is “stay tuned”

because the remainder of 2021 and well into 2023 is going to be an exciting time for them at In Home Personal Services! The diﬀerence between their services and that of their competitors does not stand in the superiority of IHPS, their delivery, and standards, but it remains embedded into the company's vision and mission, which showcases itself in everything they do, they never stop improving and innovating. Their clients are always their top priority, and everything right from their queries, service, to their feedback, is taken with great importance and used extensively to improve and innovate. These are some of the factors that deﬁne their unique approach and dominant position in the market as one of the best senior care franchises and service providers. Factors that make IHPS a Class Apart and Strengthen their LongStanding Success

From what was a single client earning a meager $5.00 per day on the service has grown to a multi-million dollar in annual revenue empire that has developed and built a system of unique strategies and a franchise system to replicate all across the United States and beyond. IHPS has a team of people that care. They care about the company's mission, the client, their families, the impact they make every day in the lives of others. More importantly, they care that they deliver trusted care to those that may be viewed as vulnerable, but never viewed as anything less than valued members of our community. This makes them best suited and capable to do their jobs, not like a job but more like a moral duty, a debt that has to be paid to the elderly for their contribution to our world, and making it reach where it stands now.

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SimpleCRM Retaining Customers, Establishing Brands!

Indraneel Fuke, Founder & CEO

RM is the largest selling product in the enterprise software category. Globally the CRM market is about $40 billion and over 70% of that market is concentrated in the US and Europe. In industries where sales and service are the make or break factor, CRM is the golden addition to keep the link between customer and company intact and strong! SimpleCRM is one of the leading Customer Engagement Platforms that powers the digital transformation of organizations by digitizing, decoding, and delivering all aspects of the customer journey; from prospecting to onboarding to account management to servicing to retention. SimpleCRM has deeper capabilities in Banking, Insurance, and Financial Services sectors than most other Enterprise CRMs operating in our market. Their expertise and clientcentric approach make them one of the most recommended insurance tech solution providers to watch in 2021.

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The Company SimpleCRM is an ISO 27001:2013 certiﬁed company that provides CRM and AI-Based solutions for mid and largesized enterprises. They started their journey in 2014, and are headquartered in Singapore. Their Indian subsidiary is based in Nagpur and they have Development Centers in Nagpur, Bangalore & Hyderabad. Also, there is Sales & Support presence in Mumbai, Pune, Delhi/NCR, Manila & Colombo.

Business Solutions, and others. Over the last 4-5 years, they have seen an average growth of 20-25% per year, and this year they are on track for an 80% growth in revenue. To quote some numbers from the last 12 months, their clients have used the SimpleCRM platform for: Ÿ

Capturing 30+ Million Customer touch-points.

Servicing 10+ Million Cases & Tickets for their customers.

Right from the start of SimpleCRM, the team was focused on running a debt-free, proﬁtable company. They wanted to avoid external funding as much as possible, and to achieve the same, they managed with cash generated from operations.

Managing 3.5+ Million Workﬂow requests.

Managing $300 million+ worth of opportunities.

Capturing 5,000+ AI insights.

Pillars Establishing SimpleCRM's Long-standing Success and Pushing Their Growth

Some of the factors establishing SimpleCRM's long-standing success; Ÿ

During their journey for the past 7 years, they have acquired customers in India, Sri Lanka, the Philippines, Singapore, and to a small extent in the UK market as well. They also have marquee partners like IBM, Wipro, Ebixcash Solutions, Conneqt

Asia Focus – As 80% of their business comes from this region. Thus, their product orientation, localization capabilities, and understanding of the needs of the local organizations are quite developed. This enabled them to

better meet the requirements of Asian clients, and thus, capture the market capably and effectively. Deployment Flexibility – Today features and functionality, CRM has become commoditized. So while many CRM players offer similar features, SimpleCRM's differentiation is deployment flexibility. Their platform can be deployed across all the clouds and also supports on-premise deployment. Very few global established players can claim that! Experienced Team – Some of the earliest employees of SimpleCRM are still with them. They have experience in delivering 350+ CRM projects within Asia as part of SimpleCRM and their prior organizations. The team's solid experience in large-scale enterprise software projects, razor-sharp customer focus, and commitment make SimpleCRM one of the best digital customer engagement platforms.

As a company, they are proud of being a

bootstrapped, proﬁtable start-up that is helping mid-sized and large organizations across Asia in their digital transformation journey.

Digital Marketing

Field Sales & Service Mobility Solutions

Products/Services

Artiﬁcial Intelligence Plugins

Their platform is a ﬂagship CRM & Intelligent Automation low-code / nocode platform. Their platform oﬀers exceptional value and helps organizations build stronger relationships with their customers. The platform caters to the entire customer lifecycle journey through an automated and dynamic customer engagement and retention framework.

Enterprise Chatbot Platform

Digital Customer Onboarding Platform

They enable organizations to target, convert, engage, serve, and provide customer delight. As a result, their clients can grow revenue and keep customers in the longer run. Many banking, insurance, and ﬁnancial services organizations across Asia are using SimpleCRM's solutions. Looking at the changing needs of the digital space, SimpleCRM focuses on advanced tools to deliver solutions in: Ÿ

Customer 360 & Service Management

Sales Management

What sets them apart is the strategic focus on identifying a very clear need gap amongst mid to large-sized Asian enterprises which were not catered to well. They entered this space by bringing unique strengths to the table and changing the way Asian organizations work! SimpleCRM also delivers solutions leveraging its low-code platform that allows rapid implementations. The solution platform is available on SimpleCRM's SaaS cloud and can also be deployed on the client's premises or private clouds. Also, the core CRM platform supports both open-source and Microsoft stacks, oﬀering organizations tremendous deployment ﬂexibility.

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Prism Global Marketing Solutions Marketing

at Matters!

Elyse Flynn Meyer, President & Founder

rism Global Marketing Solutions is one of the names in the inbound marketing industry that oﬀers a complete range of inbound solutions and HubSpot expertise. The services they provide their clients are always up to date with the changing trends in the marketplace and the technology that can best support organizations. These factors, along with a track record of successful and award-winning client stories, make them highly sought-after and one of the most trusted HubSpot partners in 2021. The Company Prism Global Marketing Solutions is an award-winning inbound marketing agency. They are also a HubSpot Diamond Partner, providing strategic online and inbound marketing implementation, consulting, and support. Prism Global Marketing Solutions understands the constraints of marketing resources, time, and budgets. They collaborate with their clients to identify the most unique and eﬀective solutions and help them achieve the greatest

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return on investment from their marketing, sales, and customer service strategy. The solutions offered by Prism Global Marketing Solutions are custom to the needs of their clients, offering creativity and flexibility to create an effective strategy that enables actual business growth. They come as one of the most trusted, acclaimed, and successful HubSpot partners, always ahead of the time and trends, leading the way for the competition, and setting benchmarks in the industry. Their team takes the time to fully understand the HubSpot platform, ensuring their clients maximize the use of the tool to see the most growth potential. Factors that Make Prism Global Marketing Solutions Successful Prism Global Marketing Solutions team helps their clients looking to adopt marketing technology and inbound marketing to drive organic growth, brand recognition, and revenue. To do this successfully, they leverage HubSpot as the primary marketing technology solution for clients looking to leverage marketing software, sales software, website hosting,

and even customer service solutions. In addition, Prism Global Marketing Solutions focuses on constantly upskilling the team to ensure they are continually updated on the latest trends and practices in digital and inbound marketing. In addition to ensuring the team has all of the HubSpot certifications, their team also participates in regular Executive Education programs to provide a wellrounded approach to marketing and business growth programs for themselves and their clients. Also, their services' effectiveness and successful results are because they listen to their clients, understand their needs and challenges, and build custom plans to support each client individually. It is not a “one-size-fits-all” approach, and that is what their clients find the most valuable. They listen to their clients, fully understand their goals and challenges, and make sure they are developing an inbound marketing plan leveraging HubSpot to ensure that they not only meet but exceed their client's expectations. Products/Services Prism Global Marketing Solutions is one

of the leading partners in the HubSpot ecosystem and has been a HubSpot partner since 2011, so they have a long history with the company and the technology. They are true experts in providing inbound marketing plans, leveraging HubSpot, and making sure their services bring the best results to their clients and enable them to grow and develop their brand recognition and thought leadership. Prism Global Marketing Solutions has a wide range of services to help their clients succeed, including: Ÿ

Inbound Marketing Strategy Development

HubSpot Implementation

HubSpot Management

Search Engine Optimization

Content Ampliﬁcation Social Media Marketing

Lead Generation

Conversion Rate Optimization

Email Marketing

Marketing Automation

Sales Alignment

Analytics

To do this, they are always looking for new methods, strategies, or tools that may integrate with HubSpot that would be beneficial for their clients. This is followed by structured beta testing with dedication and focus on marketing efforts to see if the new method or tool could be the next step in a client's marketing efforts.

What sets Prism Global Marketing Solutions apart is their comprehensive solutions for their clients. This is different from many firms in the same space but sometimes just offers one or two solutions (i.e., just social media or email marketing). Prism Global Marketing Solutions has seen and proven that having a comprehensive inbound marketing program all running through a single primary technology program can drive tremendous results.

Leadership at Prism Global Marketing Solutions Prism Global Marketing Solutions has one of the best leaders in the ﬁeld, taking the company ahead with innovation and a focus on client initiatives and team development. Elyse Flynn Meyer is the President & Founder of Prism Global Marketing Solutions.

How Prism Global Marketing Solutions Adapts to Changes in the Industry? The Prism Global Marketing Solutions team is striving day in and out to remain one of the top HubSpot providers and pursue excellence in everything they do. They are constantly monitoring the market to learn about new strategies and tools for their clients.

Elyse has extensive experience in marketing and sales management, speciﬁcally in inbound marketing, lead generation, marketing operations, and sales alignment. Before founding Prism Global Marketing Solutions, Elyse worked in marketing and sales for startups to Fortune 500 organizations.

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Julio Gonzalez Providing

e Finest Tax

Engineering Services

julio gonzalez, National Tax Reform Expert

r. Julio Gonzalez, National Tax Reform Expert, is the founder and CEO of Engineered Tax Services, Inc. (ETS). Mr. Julio Gonzalez' focus was to bring specialized engineering tax studies to mainstream America, which historically had only been available to Fortune 500 and public companies through the National Accounting Firms. Mr. Julio Gonzalez, National Tax Reform Expert, founded Engineered Tax Services, Inc., (ETS) www.engineeredtaxservices.com to marry the science of engineering with the principles of tax and accounting. Mr. Julio Gonzalez wanted to bring specialty tax services to mainstream America that were previously only available to public companies through the Big 4 accounting ﬁrms. Named one of the Top 100 most inﬂuential people in Accounting by Accounting Today, Mr. Julio Gonzalez acquired The Growth Partnership, The Rosenberg Survey, and ABLE CRM in 2020 to establish the largest specialty tax

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and consultative firm to the CPA community nationwide. Additionally, he also received an award for “The 10 Most Innovative Business Leaders to Look Out 2021.” Today, ETS is one of the largest, fastestgrowing, and most innovative engineering, energy, and specialty tax credit services firms in the country and one of the country's largest certified Minority companies. Early Days, Engineered Tax Services The initial challenge was starting an industry that didn't exist in the United States. Providing expertise in tax credit and incentives to accounting firms to help their clients preserve wealth and take advantage of the tax laws was not a business that existed in the United States. I had to travel to accounting firms across the country and teach them about these incentives and convince them that I could be a great resource to their clients

Being a successful leader, please share your views on current business scenarios across the globe after the Covid19 pandemic. We are always tested as leaders…shortly after I started the firm, I experienced the shutdowns from 9/11…. so we'll always have dramatic issues that shape our businesses ….so I think we always have to be prepared…. we have to retain profits to have the cash to survive pandemics and emergencies…. we have to have strong relationships with our accountants and bankers to have access to capital and grants as pandemics evolve… Why is it said that the workforce plays a vital role in every business's growth? Please tell us about your team. The workforce is essential…. They are the key to Engineered Tax Services' evolution…and companies must have a deep investment in their employees…. employees first… Culture Statement

… with passion and energy. We respect and appreciate the perspectives of others.

Engineered Tax Services is one team… … that is encouraging and supportive. We are committed to the health, happiness, and success of each other. We are family.

The team of Engineered Tax Services shows meaningful appreciation… … We recognize people doing things right is more eﬀective than pointing out when they do things wrong

We Put Others ﬁrst… … Passionately engage in doing what's best for others.

We assume positive intent … We work from the assumption that people are good, fair, and honest and that the intent behind their actions is positive

We are fanatics when it comes to customer service… …We understand the customer is the lifeblood and of Engineered Tax Services and we give our customers the ultimate respect We act with integrity … Demonstrate an unwavering commitment to doing the right thing in every action we take and in every decision we make We are humble… … We check our egos at the door and realize that every team member brings value. We are selﬂess. No one person is better than the other. We are all equals.

We pursue excellence… … through continuous improvement of ourselves, Engineered Tax Services and eﬀective, eﬃcient execution. The employees of Engineered Tax Services honor commitments… … We do what we say we are going to do when we say we are going to do it We communicate honestly and professionally… … We create an open, transparent, and trust-based environment. We always show respect in our communications to each other always…

We care… … about the beneﬁts, growth, and development of our people, our clients, and our community. We bring it every day… … we make the most of each day by approaching every task with great enthusiasm We all lead… … by example, every day. We believe in our people… …We don't believe in micromanagement or hourly billings. We believe we hire the best people, that they will be the best employees. Lastly, the entire group of Engineered Tax Services keeps things fun… … While our passion for excellence is real, we remember that the world has bigger problems than the daily challenges that make up our work.

We inspire creativity and innovation…

www.theenterpriseworld.com

Audit Prodigy Powerfully Simple

Ravi Mangipudi, CEO & Founder

ecognizing this risk and not finding a platform they are excited about, it is amazing how many, even large companies, rely on what they know best: spreadsheets, emails, and shared folders. “Better stick with a devil you know than jumping into the deep sea.” Reminds one of the little boy who tried to stop a dam from bursting by sticking his finger in the leak. Audit Prodigy was born to solve this riddle. Its mission is, “how do we offer more integrated capabilities than anyone else while keeping it simpler than anything else in the market?”. A testament to their success in pulling off this seeming contradiction is the acceptance by multiple Fortune 500 and smaller customers all over the world, who love Audit Prodigy because it does everything they need to get their job done under one roof but also does it with minimal training and implementation effort. All, resulting in 600%+ ROI.

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The Company

There were a lot of challenges during the initial stages, foremost was to establish their services, as they are in a space where organizations are 10 to 20 times bigger than their size.

Audit Prodigy was founded back in 2016 by a group of former CFOs, COOs, and Chief Audit Executives (CAEs) with Big 4 backgrounds and decades of professional experiences built at Fortune 50 and 500 companies, mostly in the US but also around the world. They all have experienced the challenge of leading global teams to deliver timely and costefficient Risk, Audit, and Compliance programs, firsthand. Their perspective was also influenced by the experience of leading broader business functions with P&L responsibilities and reporting to Boards and CEOs.

A deeper understanding of client pain points, based on ﬁrst-hand experience is the central ingredient for Audit Prodigy's success.

Ravi Mangipudi is the CEO and Founder of Audit Prodigy. He is a proven business leader with a global career spanning over 30 years in Finance, Operations, Lean, and External and Internal Audit, built at Big 4 ﬁrms and multinational manufacturing and technology public companies. As Chief Audit Executive, he led/advised several global audit teams, partnering with Audit Committees, executive leadership, and Big 4.

How do you overcome this resistance? By making the “angel” less unknown. How?

Keys to Success:

Why do even large companies rely on nothing more than spreadsheets? Simple – they prefer the devil they know to the unknown angel. Inertia and risk averseness is inherent in all of us – more so in Risk & Compliance leaders, who are putting their reputations online when deciding to purchase a solution. It is visceral.

Ask lots of questions so you learn their universe and unspoken worries.

Talk about your solution in a very

simple, direct way: address the most basic needs ﬁrst. Avoid grandiose visions – it just makes them nervous.

Oﬀer no more than three things that make them sit up and get curious: “2-week implementation” or “4Hour Training” or “Unlimited Support” – let them ask questions, rather than one-sided communication.

Be OK with starting small – once trust is built, the sky's the limit. Be patient, don't push. Don't assume they understand things exactly the way you do – say the same thing in many ways until you connect; use terms they already are comfortable with.

Comfort them with above-andbeyond support – “we are here for you”.

Spread the decision-risk by creating value propositions for others in the company as well.

Excite them about how their peers' perception of them could improve signiﬁcantly.

Insight: Oﬀering a great product is less than 50% of the cause of success in landing new customers. Telling a story that resonates in the context of a prospect's environment is the remaining part – this requires understanding your fellow human being, one of the hardest tasks in the world. Empathy towards others, as opposed to your own needs and wants, is the ultimate key to success. Products/Services Audit Prodigy was born with a deep sense of service to others – it was also a competitive advantage. They realized that in a market where many competitors leverage the platform as a way to “hook” customers before saddling them with exorbitant service fees, oﬀering unlimited service gives them a distinct edge. It was clear to prospects that they had no incentive to

drag out implementations or nickel and dime for every little help they needed. It was also an indicator of Audit Prodigy's confidence that their solution is, in fact, as intuitive and robust as they say it is. How could Audit Prodigy offer unlimited support without out-ofcontrol costs? By keeping the product design simple, building in-screen Tooltips, offering a short User Guide, hiring a support team with domain experience, offering multiple training sessions, and above all, responding to questions/requests quickly, not letting them fester. Proof of the pudding? Typically, support requests drop to negligible levels after the first 30-days of implementation & training.

www.theenterpriseworld.com

OrboGraph New Innovations In Imaged-Based AI Fraud Detection Technology

rboGraph: New Innovations with the Anywhere Validate and Anywhere Payee modules enables banks In Imaged-Based AI Fraud to use image forensics for the detection of Detection Technology (CS) deposit fraud on transit checks, a OrboGraph, established in 1995, capability very few organizations have provides solutions to increase banks' deployed today. and financial institution's ability to The Clients of OrboGraph detect check fraud. This is part of OrboGraph's overall mission to help Payments & Banking Industry: financial institutions, lockbox OrboGraph is well-known in the banking providers, and service bureaus to automate checking to process for back industry, serving over 4,000 financial office, front counter (teller/branch), and institutions and corporations in automation of the deposit process for self-service deposit channels. paper-originated negotiable items (checks, money orders, preauthorized The Company drafts, etc.) as well as in the field of check For the banking industry, OrboGraph fraud detection. The company works with delivers its solutions via its platform— banks and financial institutions on a OrboAnywhere. Within direct basis, or through its strong network OrboAnywhere, there are six modules: of business partners and alliance partners Anywhere Recognition, Anywhere which represent service bureaus, payment Fraud, Anywhere Validate, Anywhere processors, and check processing Payee, Anywhere Positive Pay, and application companies. Anywhere Compliance. Each module serves a specific purpose to meet the Payments & Banking Industry: needs of its banking partners: whether OrboGraph processes billions of checks it's check processing automation, and internal tickets per year across a wide general deposit risk, AML risk range of Omnichannel workflows, mitigation, or fraud detection. For including centralized proof of deposit, example, combining Anywhere Fraud teller capture, branch capture, regional

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processing centers, retail remittance, wholesale lockbox, service bureaus, image exchange, remote deposit devices, Mobile RDC, ATMs, check cashers, and point-of-sale devices. OrboGraph's Fraud solutions – Anywhere Fraud, Anywhere Validate, Anywhere Payee – are deployed in banks of all sizes, from top 10 banks in asset size to community banks and credit unions. Healthcare Industry: OrboGraph is a trusted partner in the healthcare industry, providing electroniﬁcation technologies to revenue cycle companies, clearinghouses, billers, medical lockbox providers, and healthcare providers/hospitals/systems to streamline and improve the revenue cycle through its OrbNet AI technology. A Dedicated Team of Employees OrboGraph consists of a group of incredibly dedicated employees with unmatched expertise in the industry. Many of their development and support teams have ten plus years of experience, while management experience ranges from ten to twenty-ﬁve years.

The company is led by General Manager Barry Cohen. Mr. Cohen, is responsible for deﬁning business direction, initiating growth activities, and managing all aspects of customer engagement. He is a veteran of OrboGraph's parent Company, Orbotech, since 1994, and came to OrboGraph in 2007 after ﬁve successful years as President of Orbotech, Inc. As Co-President, he is dedicated to maintaining the Company's uncompromising commitment to organizational excellence and providing customer value while meeting and exceeding partners' and customers' expectations.

operate, we work as one entity with the goal of helping our customers achieve their goals.”

Mr. Cohen knows this goal can only be accomplished with a group of dedicated team members to ensure customer success:

Stewart Levine, VP of Client Services and Compliance Oﬃcer leads the client services team based in the US.

“You would be hard-pressed to find a better group in the industry. Each team member brings years of experience, a different perspective, and a different personality with all the same mindset: ensuring customer success. From the top executives to our team members ensuring that business continues to

“With a majority of our clients operating in the US, it is important that when we are working with a client – whether doing API integration work or addressing a support ticket – that we are available during their times of operation.”

Joe J. Gregory, Vice President of Marketing at OrboGraph, started his journey at OrboGraph in 1998 and is the longest-tenured employee at OrboGraph U.S. Mr. Gregory has been working in the check processing industry for over 25 years and serves as a mentor to the product teams while driving the strategic product direction for the company by tackling market initiatives in check recognition, fraud detection, and healthcare payments.

The Necessity of R&D OrboGraph launched its OrbNet AI Innovation Lab in 2019 to enable working directly with clients to innovate, develop, and test its newest AI technologies. This allows the company to connect with clients and understand their needs while empowering OrboGraph to stay on top of the newest trends. The results from the OrbNet AI Innovation Lab have been exceptional, yielding the development of OrbNet AI and OrbNet Forensic AI technologies, as well as providing a vehicle for large clients to test OrboGraph software in a proof-of-concept environment. Avikam Baltsan, Chief Technology Oﬃcer, oversees the OrbNet AI Innovation Lab and process for developing new underlying technologies. His expertise in machine vision and image analysis provided the technical foundation for the continual transformation of OrboGraph technology.

www.theenterpriseworld.com

BrainWare Learning Company Making People Smarter

Roger Stark (CEO) & Betsy Hill (COO)

e all have cognitive strengths. We all have cognitive weaknesses. To help people learn more efficiently and effectively, making the learning process easier for the learner, we need to understand each learner's cognitive strengths and weaknesses. This is where BrainWare Learning Company comes in and establishes itself as both the pioneer and the leader in its field. The Company Roger Stark, Founder and CEO, and Betsy Hill, COO, and President of BrainWare Learning Company have always looked for opportunities where they can give back to people and help them in any way possible. They wanted to provide something that would change the way the world looks at things. And in this search, a lot of ideas came to Roger's desk. One day, a couple of doctors walked into his office and asked, “What do you know about the brain?”

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“When we think about the fact that people learn differently, and that seven out of ten of our children perform below grade level proficiency, it's hard to pinpoint what a 'normal learner' is. I'm not sure what normal is, because we've got more nonnormal learners than 'normal learners.' This fascinated me, and the plasticity of the brain and how they could change the brain and people.” Roger Stark, CEO, BrainWare Learning Company BrainWare® is a learning company, establishing itself around cognitive assessment and cognitive training. Did you know that 50 percent of the variability in learning outcomes is driven by your cognitive profile? What that means is that the BrainWare Learning Company can impact the skills that account for half – 50 percent of the factors that predict your learning performance. Seriously! They built a program that is considered the world's most researched, comprehensive, integrated

cognitive skill development tool delivered online today with demonstrated sustainability and transfer. Products/Services BrainWare Learning Company's cognitive training program, BrainWare SAFARI®, offers a solution that empowers learners to take greater control of their opportunities, and create a life of greater choices, hope, and better understanding which can lead to happiness and a better life. They want you to understand and appreciate the joys of learning and, in this process, empower you with direct control of 50 percent of what accounts for learning outcomes. “The Big Lie: Intelligence is fixed and there is nothing you can do about it.” - Roger Stark, CEO, BrainWare Learning Company It's the comprehensive integrated architecture that they use which makes them effective and efficient. Because

the brain is an integrated system, if you want significant physiological change in the brain, in a short time with demonstrated sustainability and transfer, you have to work the brain the way the brain was built to work. That's highly comprehensive and highly integrated. Why BrainWare Learning Company? Why now? BrainWare Learning Company's mission is to enhance an individual's ability to assimilate, process, comprehend and apply information as effectively and as efficiently as possible. And even though they believe we have some great teachers, unfortunately, most teachers have not been trained on the cognitive learning process. But that is also an opportunity. We can empower teachers to help children (and adults) who learn differently. We can help teachers to personally take responsibility for impacting and developing what accounts for 50 percent of each child's learning success.

According to statistics, 7 out of 10 students in school cannot read and comprehend at grade level proficiency. 25 percent of high-school graduating seniors today cannot read and comprehend their diplomas. Over a third of first-year college students need remedial reading, writing, or math classes. 40 percent of college freshmen today do not have the ability to read, comprehend, and apply the complex text. Also, the BrainWare Learning Company's system is not limited to children. Cognitive skills are the components that drive intelligence in individuals of all ages. Our workforce needs help as well. Organizations need to work more diligently and have a better experience with being able to hire people from more disadvantaged backgrounds. Equity requires providing an individual with the ability to think, reason, and problem-solve. With BrainWare programs, a workforce can achieve just that, and the benefits to the company are limitless.

“You are the CEO of YOU Inc. If you want different, you can have different, but you must do different! You got this, You can make this happen. All you have to do is want to do it and be willing to put forth the effort.” - Roger Stark, CEO, BrainWare Learning Company BrainWare Learning Company: what makes them different, and what sets them apart There are a lot of things that set the BrainWare Learning Company's team apart, but central is their ability to unpack the learning and teaching process in a very systematic and affordable way. This empowers the parent or teacher and the coach to be far more effective in every step of the process, applying the most effective cognitive training techniques and personalized learning strategies to support each student.

www.theenterpriseworld.com

Identity Management Institute Making People Smarter

Henry Bagdasarian, Founder & President

dentity Management Institute (IMI)® is the first and leading global certification organization dedicated to identity and access management. IMI (Identity Management Institute) and its services address all identified risks and support the professionals in the field to effectively tackle risks around identity management, system access, data security and integrity, compliance, and other related areas. The Identity Management Institute Foundation Identity Management Institute is a globally recognized identity risk management training and certification organization that serves IT security, identity, and data protection professionals worldwide. IMI (Identity Management Institute) has established itself as a pioneer and foremost name in the Identity and Access Management (IdM) industry. The organization was founded in 2007 by Henry Bagdasarian, a leading expert in technology risk management, audit, and security who recognized the growing IAM risks as companies moved their

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infrastructure, platforms, and data to the cloud allowed BYOD and subscribed to various SaaS applications. IMI has become a leading name under the exceptional leadership of Henry Bagdasarian who is the Founder and President of the Identity Management Institute (IMI). He also established the IdentityMate brand and consulting practice to help organizations with risk management in data protection, privacy, and compliance. He is a certiﬁed professional in cybersecurity, IT audit, and identity management and also the author of the “Identity Diet” book which introduced identity obesity as the root cause of the identity theft epidemic and oﬀered solutions. Why are IAM systems important and how Identity Management Institute changes the game in the industry? As traditional corporate systems morphed into cloud computing and distributed systems serving a large number of dispersed users, IAM processes and systems became extremely important to address the new threats and risks. The IdM sector emerged in the spotlight owing to the increased

vigilance and growing need for enhancing cybersecurity. As passwords became more predictable and easily accessible while systems lack layered security and multi-factor authentication, we witnessed rising incidents of system breaches, identity theft, and fraud. Also, with the evolution of IoT and the increasing number of connected devices, identity and access management is paramount for addressing cyber security threats around the world. Identity Management Institute® is a forward-thinking organization that strives to provide solutions for the everevolving identity management challenges in the most creative, eﬀective, and eﬃcient ways. IMI (Identity Management Institute) was established to: Ÿ

Redeﬁne and promote the identity management profession and address all identity risks inside or outside of an information system,

Foster a community and governing body for all identity management professionals,

Establish an independent

accreditation process of the highest standard of excellence for the identity management professionals, Serve the members and the public through advocacy for the profession, awareness regarding the identity risks, education, and collaboration for solving the challenges,

Contribute to the ﬁeld through Critical Risk Domains™ (CRD), standards and education tools,

Educate its members and the public through events and tools that promote best identity management practices, and

Promote the highest professional ethics and standards for the identity management profession.

The journey of Identity Management Institute IMI (Identity Management Institute) is a leading brand in the IAM thought leadership space ﬁrst and foremost, and its main aim is to foresee the evolving risks. They provide timely content about industry changes and related risks as well as how companies and their

professionals can mitigate the risks. IMI (Identity Management Institute) initially started with 2 certifications for identity theft management and compliance professionals. With the wide adoption of cloud computing and storage, BYOD, and SaaS applications, the organization introduced 6 more certifications in digital identity management, system access administration, and data protection which resulted in increased demand for their certifications.

unmatched opportunity to educate themselves and get certified in the leading fields of identity management, access administration, and data protection. IMI offers eight certification programs; five of them are within the digital identity and access management area, two are within the identity theft area, and another is in data protection and privacy. This ensures trained and certified professionals can tackle various system and data security challenges in the organizations they serve.

Products/Services As the business landscape is everchanging, and with the work from home model widely accepted, a lot of tasks are being assimilated and completed online. Also with the advent of cloud applications, identity and access management solves many system access and data protection challenges. IMI recognizes that identity and access management is essential for securing systems and data. Thus, to enable cybersecurity and identity management professionals to address rising challenges, IMI oﬀers professionals an

IMI also offers certification for identity management programs and products to ensure they meet the business objectives, compliance requirements, and design specifications. On the product side, they review identity and access management products based on the IMI's predefined criteria and product owner assertions to validate product design and stated objectives.

www.theenterpriseworld.com

CCT Solutions O ering Reliable Multi Experience Customer Integration Solutions

Uwe Kreuter, CEO

CT Solutions was founded to provide an omnichannel contact center solution provider & system integrator with the ability to provide uniﬁed handling of multiple customer interaction channels – voice, email, chat, SMS/text, IM, callback from the queue, or a call request from the website and social media – all integrated with one or more CRM or custom business applications. Uwe Kreuter, CEO of CCT Solutions has been leading the company since he has more than 25 years of experience in contact center and Uniﬁed Communications technologies. The Company CCT Solutions has the ability to handle all customer interactions like inbound and outbound calling campaigns, web callbacks, callbacks from voice queues, webchat, callbacks scheduled by agents or customers, and outbound SMS campaigns. Therefore, it has launched a new range of services—ContactPro— the ability to

FEBRUARY 2022

manage and report on all customer interaction channels and to have that data merged with customer databases to identify trends and opportunities. This solution will prove beneficial to the customers since they will have more flexibility to interact with the organizations they do business with, and this makes them more satisfied. Moreover, it will ensure that the CRM integration enables the agent to handle customer interactions more efficiently by providing screen pops, customer journey, and pre-built response templates and that leads to the end customer getting what they need more quickly, which is the primary variable customers use to measure customer service. CCT Solutions also provides its customers with virtual agents who thereby help them to assist customers and human customer service agents automatically and they can incorporate a video stream with cobrowsing and screen sharing to help improve the communication

eﬀectiveness. CCT Solutions delivers an easy way to enhance its existing call center system investments by adding new interaction channels, blending outbound calling and callbacks, and integrating customer interactions with the CRM and business applications to all its clients. Overcoming the Hurdles During the establishment of the company, CCT Solutions is known to have undergone some obstacles. Uwe put forth that incorporating IT infrastructure advancements like NoSQL databases, microservices, and cloud virtualization while adding new features and supporting existing customers is a balancing act that was a kind of challenge during the initial times. The company has attempted to blend in some of the new features to ensure that there are screen infrastructure improvements by keeping the software architecture similar.

In addition to this, the company had to look for a new way of reporting data because analytics for multi-session handling of chat and email-based interactions presents a new set of reporting data that doesn't exist for voice-only call centers. It was a bigger challenge as agents generally work on multiple contacts simultaneously and it becomes quite difficult to collect and report all of the appropriate timestamps to accurately calculate customer wait time, agent handle time, and customer response time. Products/Services The CCT ContactPro is prone to increase customer satisfaction, agent efficiency, and profits as sometimes voice calls are not possible or simply too expensive and thus customers today want other easy options on a computer or a mobile device to contact organizations. Thus, this solution is the best fit as it enables the organizations to offer email, video, webchat, SMS/text, and social media as interaction channels.

connection be the ones handling nonreal-time contacts such as emails, webchats, SMS/text, and social media customer interactions.

Additionally, the organizations that use CCT ContactPro are known to integrate their CRM and business applications to provide real-time data directed with screen pops to help agents be more eﬃcient and which increases the eﬃciency to gain better results.

The needs for the agent and the agent desktop have risen as a result of globalization and new techniques of automating client conversation. Service personnel require more context-related information and the ability to interact via many channels at the same time to fulﬁll consumers' increasing expectations.

CCT ContactPro makes sure that the customer journey information helps organizations to identify trends and opportunities because a detailed reporting of agent handling activities is a prerequisite for improvement. Uwe Kreuter said, “In times like COVID-19 were supporting a home office workforce is critical, having a multi-channel enabled contact center is critical to organizational flexibility. One of the biggest challenges for enabling work at home agents is the internet connection for some home offices is not suitable for a good quality voice connection for customer service. With a multi-channel enabled contact center, you could have those agents who have a limited voice

The omnichannel architects at CCT Solutions ensure that the concept, conﬁguration, and professional project implementation follow CC Solutions' high-quality standards. Lots of these projects rely on CCT ContactPro as an important component. It enables smart adoptions and provides the necessary information to the agent for optimal and eﬃcient client engagement.