Hall of Fame - 2021 (AMERICAS Edition)

performing test maintenance to fix and ways to enhance their services makes it easy for individuals and teams those issues instead of being able to and provide their customers with to get started. You don't have to be a work on new projects. solutions that not only are accurate developer to build and maintain tests. but are also easy to use and One of the most unique features of implement in their enterprises. End-to-end testing: With Provar, you Provar's services is their ability to can test full business processes in integrate with so many CI/CD The services offered by Provar are: Salesforce and beyond, combining both solutions, adding another factor to the UI and API actions to deliver total list of Provar being one of the Metadata-driven testing: Provar helps coverage. dominant and strong players in this build tests today that are resilient and Last year they launched ProvarDX, the field, adding to their exponential not rigid. With Provar, QA teams, first test automation solution tailor- success and growth rate. With teams architects, developers, and Salesforce made for Salesforce DX users. under increasing pressure to deliver business owners can build tests that releases more quickly and more interact with Salesforce metadata, To continue their journey of growth and frequently, teams are integrating which means that existing tests can holistic development, they chose to testing earlier in the development natively adapt to new changes raise a Series A investment round with cycle and you can use Provar with introduced by Salesforce. This the help of corporate advisers Jago industry-leading solutions such as reduces the risk of test breakage and Capital. They chose Michael Elias and Copado, Docker, Git, and Jenkins. substantially reduces the amount of his team at Kennet Partners due to their time spent on test maintenance. shared strategic vision and track record Products/Services in the Salesforce ecosystem. Kennet Salesforce expertise and insights: specializes in working with founders of Provar specializes in test automation Provar stays current and aligned with high-tech bootstrapped companies with for Salesforce and other web-based the Salesforce roadmap to ensure that a solid history of profitability to enable applications. They are not only tests keep running smoothly. further growth. pioneers of these services but are also leading the innovation curve as they Rapid automation: Provar believes in are always looking for new methods being simple, and a no-code solution www.theenterpriseworld.com 51

WinnowPro e Benchmark Of Google Marketing Solutions David Saedi, CEO WinnowPro is one of the small businesses an all-in-one digital Factors that strengthen WinnowPro's leading names when looking marketing solution at one fixed monthly position in the market for paid advertising price. solutions in the world of Digital Winnow has repositioned itself from a Marketing. Their seasoned team of The man spearheading WinnowPro, plug-and-play digital marketing industry experts has a vast knowledge of unlocking its potential is David Saedi, platform for all businesses to a effective digital marketing strategies that CEO of WinnowPro. Over the past 30 technology company offering digital are driven by their ability to tap into years, he has engaged in the application sales and marketing solutions under the emerging trends and practices, maintain of technology as a core driver of new name of WinnowPro. Over the last a proven track record of excellence, and economies of scale, process and quality two years, WinnowPro has partnered deliver the highest quality of service and outcome improvements, and the and collaborated with industry experts data privacy standards. These factors are immediate accessibility of data for around the US to transform into a some of the many reasons that make decision-making. His experience technology company dedicated to the WinnowPro one of the most sought-after involves the development of world- automotive industry. After serving more brands in the Digital Marketing space class software and systems for than ten different well-known despite the fierce competition. Education, Media, Finance, and automotive brands, WinnowPro has Healthcare. found a way to continuously provide The Company added value to auto dealerships in many The technologies created by him and his ways. Winnow Digital Services, now popularly team in a previous endeavor for testing known as WinnowPro was founded in and certification, enticed the global “It's hard to find things that won't sell 2018. The company was created as a Pearson Education group to acquire Online.” - Jeff Bezos plug-and-play digital marketing solution them to maintain their leadership for small businesses throughout the US. position in certifications worldwide. Offering the most important marketing WinnowPro was founded with the idea Their operations in 24 languages across services to a dealership – Search Engine and vision to offer effective advertising 148 countries achieved in under 10 Advertising and Social Media strategies and creative design libraries years positioned them as the undisputed Marketing. Dealerships know that for digital marketing activities across all leader, with Microsoft and Adobe as nearly 90% of potential auto customers industries, allowing WinnowPro to offer main partners. will start their search online, and most 52 FEBRUARY 2021

of those potential buyers will use the sales and marketing tools that make it into one centralized database to create information they find from first-page easier for dealers to track their better search engine marketing strategies search results in their final purchase competition, target new customers, and for their automotive clients. When decision. WinnowPro strategically close more sales. properly configured, the outputs of the supports dealerships by earning high- data create competitive insights into what ranking positions for greater visibility These data-centric tools are part of the local-focused keywords are driving traffic to capture the attention of future Digitally Essential collection offered to competitors' websites and the financial customers. exclusively at WinnowPro. The idea of impacts that traffic has on sales. new tools and technologies is driven by Auto dealers also know that customers the dealers themselves, so WinnowPro While that might sound familiar to other are wary of walking into a dealership can ensure that new products are keyword tools like SpyFu and SEMrush, when they are undecided on their final accurately resolving digital pain points WinnowPro's Competitive Intelligence vehicle decision. Understanding this faced by the end-user. Tool analyzes more than half-million challenge, WinnowPro leverages social locally-focused keywords, automatically media platforms to help dealerships Products/Services detects competitors, and aggregates data interact more effectively with from different locations to help local customers throughout the day when it's WinnowPro offers services in the Digital businesses position themselves more convenient for customers – opening the Marketing domain which are tailor- effectively. virtual door of two-way made to the needs and demands of their communications and better business-to- clients, making them one of the most In conjunction with the Competitive consumer relationships. The biggest dedicated, sincere, and engaged Intelligence Reporting Tool, WinnowPro benefits of this approach have been companies in pursuit of excellence. offers auto-specific advertising strategies better lead quality and an increase in to maximize returns for dealers, including virtual sales appointments. Over the last year, WinnowPro Vin Specific Marketing, Conquest developed an internal database of Marketing, Geofencing Marketing, and The next value addition to dealerships locally-focused search engine Retargeting Marketing. Each of these is found in WinnowPro's innovative information for dealerships. This strategies is uniquely positioned and technologies that are available to all information was collected from more optimized based on the brand and the clients. WinnowPro offers different than 40 reliable sources and integrated geographic location to drive more sales for US-based auto dealerships. www.theenterpriseworld.com 53

Peniel Solutions, LLC Performing In e Cloud! James McGri , President/CTO Peniel Solutions LLC was requiring records management support operations) as a secure means to founded with an emphasis on and compliance. On the software deliver faster and better-quality coded DevSecOps, the company engineering side, Peniel Solutions, solutions to its customers. delivers a complete suite of cloud LLC continues to deliver hundreds of solutions that leverages Amazon Web solutions that range from simple This new agile framework was a major Services (AWS) commercial and mobile applications to complete departure from traditional SDLC GovCloud platforms through every enterprise solutions. With the cloud (software development life cycle) level of engagement. being one of the most significant processes and began to allow agencies technology shifts for agencies, we to embrace emerging microservices to The Company provide the integration expertise for support their cloud infrastructure and the private cloud migration, public changing application development PSL's mission focuses on leveraging clouds, and legacy IT environments. processes. CIOs viewed serverless technology to elevate its federal clients' computing as a low-risk, high-value business capabilities to match the The Stepping Stones to Success investment that allowed administrators challenges needed to succeed in a to spend less time on infrastructure regulatory and political environment The President/CTO of Peniel management and more time fraught with transparency, efficiency, Solutions, LLC, James McGriff understanding their end customer's and effectiveness issues. As a result, the recognized early on that a significant business models. PSL was well- company developed its records solution trend was emerging in the federal positioned to be an effective player in called TransAccess GovCloud Records government whereby CIOs were the new landscape of software (GCR). TransAccess GCR has evolved investing in front-end operations development with great results. to become the central records technology while pursuing back-end management solution for major legacy infrastructure replacements and Their long-standing success can be government offices to meet the M-19- upgrades simultaneously. Given this directly attributed to the company's 21 OMB/NARA mandate ahead of the reality, PSL invested heavily in its ability to pivot and clearly understand December 2022 deadline. employees and tools to take advantage the “what's next” opportunity while of the new DevOps (development solving the challenges that all too TransAccess GCR will continue to be a operations) process that later morphed many times slow and derail successes viable option for other agencies to DevSecOps (development security that otherwise would be achieved. 54 FEBRUARY 2021

Products/Services marketplace come with many features The Future Ahead that never get accessed by the user With more than 20 years of experience base, yet they are charged for those James believes that in 2021 and beyond, in federal government digital same capabilities. PSL's approach is to technology services must decrease transformation, PSL has positioned target through assessments and manual processes and generate itself as an accomplished strategist and interviews those features required for automated solutions that will gain leader experienced in developing and compliance and mission operations. prevalence with customers. For example, implementing innovative technology when it comes to records management applications and creative business These are the features that get solutions, we must provide and enhance models. The company's methodology configured in their service for that digital auto-categorization of files, involves conducting assessments that particular customer and they are not all automatic removal of duplicate records, evaluate an agency's current business the same. On the cost side, they use automated rules for information strategy. Once done, PSL then predictive or flat rate pricing. Flat rate governance, and produce automated develops and presents a plan of action pricing is probably the simplest way to retention schedules in records to stakeholders for clarification, market a SaaS solution to the federal management systems. Likewise, consensus, and buy-in and after government since their budgets are technology automation will mirror one approval, it implements and oversees usually fixed from one year to the next. word, simplicity. This simplicity will its success. PSL's goal is to offer a single product, permeate our lives through our jobs, with a single set of features, for a single how processes produce intended For example, in the area of records price. In this way, there are no concerns outcomes, and how agencies serve management, Peniel Solutions, LLC is if the customer's user base increases taxpayers, customers, and partners. lowering the barrier of entry for over time and now that agency agencies by delivering functionality becomes concerned about individual As federal agencies focus on their post- and features that meet both regulatory license or subscription fees. Their pandemic recovery path, they will look requirements such as the Universal pricing strategy takes into account at automation to enhance productivity Electronic Records Management growth potential. levels for manual processes. This allows (UERM) from mandates with staff to concentrate on value-added work predictive or flat rate pricing. Many and this is where PSL will be devoting records management solutions in the much of its resources. www.theenterpriseworld.com 55





Oksana® Franchising International Enriching Students, Changing Lives! Oksana Kolesnikova , CEO Be it one-on-one tutoring for K- numerous schools. Born from her How has the company changed since 12 subjects, a wide range of love of music performances, the foundation, and what makes programs including music, composing, and teaching music Oksana Franchising International, languages, academics, etc. All this and languages to students, she Inc. so successful? ensures that a student has all the sought to provide a quality-based support and guidance from the very resource for student enrichment Based on Oksana's background as a best, and also gets to learn all the beyond what her high-demand, performing music artist who has toured intricate details, with support from the one-on-one lessons would allow. the world and an “educator to the very best coaches, and that too at the All these factors make Oksana stars”, she initially started her business comfort of their homes. Franchising International, Inc. one focusing solely on music education. of the best franchises to open in Inspirational and visionary, the 2021. Eventually, she identified a demand for elegant Russian-born American, other services, even hinted at by way Oksana® Kolesnikova, is an The Company of her existing client base, being a internationally renowned pianist and trilingual speaker herself, and always composer, educator, innovative music, Oksana has been in education and showing an interest in foreign and personal mentor to the business performing arts for over 20 years, languages (while traveling to different franchise owners of Oksana® launching her first company, countries on tour and fortifying Enrichment Programs. She is the CEO Oksana Franchising International, international connections expanding of three companies: Oksana® in 2010. her appreciation for different cultures Franchising International, Inc. and languages), she decided to branch (OMG, Inc.), Oksana® Enrichment “Looking back, I wouldn't have it out and include languages as part of Programs, and Oksana® Foundation. any other way, as all the mistakes I the management entity. This proved to made and lessons I learned in this be the right move, as they received a In 2019, she launched franchising industry can now be passed to my lot of interest from the market. opportunities for her tutoring and arts- franchisees, so they don't have to focused business, which was already experience them.” - Oksana As for the factors invoking the success successfully operating with a large of the company, it was a myriad of roster of tutors and was established in factors: Perseverance, passion, hard 58 FEBRUARY 2021

work, willingness to improve, great Products/Services Oksana is a “hands-on” type of business customer service, thinking “outside of owner, and such is the team of Oksana the box,” strategic planning, Oksana Enrichment Franchising International, Inc., offering execution/analysis, and careful (www.OksanaEnrichment.com) ongoing support and intense training to selection of hired team members. In provides franchising opportunities to their franchisees. Furthermore, Oksana addition to this, there was motivation, entrepreneurs who are interested in takes their franchisees “under her wing” leading and inspiring the team, having working in the exciting fields of and guide them through anything faith in their abilities while taking education, tutoring, after-school business-related; indeed, since she has calculated risks, fostering the ability to enrichment, local community been in this industry for so long and has find a way to benefit from setbacks, classes/programs for encountered (and was able to overcome) and learning constructive lessons. youth/adults/seniors, and servicing an many obstacles, challenges, and issues, online community. They offer a myriad she is more than capable to guide The business model of Oksana of programs to not only private, one- franchisees in such a way to help them Franchising International proved to be on-one students, but also to the public, avoid, prevent and resolve most issues successful and ultimately withstood private and charter schools; districts; that may arise. the test of time, and even recent municipalities, and counties. challenges – such as the Covid-19 She believes in paving the road for these pandemic – did not shut their doors. Their programs include, but are not new-to-franchising folks, so to speak, They decided to introduce a national limited to, music (piano, voice, guitar, which allows for a reduced learning franchise system wholly based on the singing, and more); foreign languages curve so that in just a few weeks, they success of their business model, and it (Spanish, Italian, French, Chinese, absorb what would normally have taken was just a natural progression for Korean, Russian, Hebrew, Farsi among them decades. She is greatly vested in scaling and expanding the brand while others); K through 12 academic the success of the franchisees. If they giving other entrepreneurs tutoring and test prep in all subjects; art succeed, we succeed!, Oksana adds. opportunities to work in this exciting (drawing and painting); acting and field. drama; fitness/yoga; cooking classes; martial arts; summer camps; STEAM curriculum and more. www.theenterpriseworld.com 59

Absolute E-Z Up Making Jobs Safer And Easier With Techno Powered Equipment Mike Buley, Founder Adding to the long quest of companies, etc. But that also allowed manufacturers worldwide with whom businesses who try to provide AEUP to refine its processes and to work. AEUP made modifications to reliable business equipment, thoughts in a logical order. It allowed the current manufacturer's units to Absolute E-Z Up, Inc. (AEUP) offers them to look at the uncertainty in the gain the North American markets' unique and innovative material marketplace while not being threatened interests while complying and handling equipment and solutions, by it. So, they talked to many people in exceeding its safety standards. empowering businesses in different various market segments, retail, market segments across the globe. wholesale, new and used equipment The company established relationships users, service entities, etc. with those manufacturers determined The Company by their product quality, attitude, With learning to ask good questions willingness to support the product, Carriers for A Safe, Productive with an open mind, AEUP approached and their desire to have a long-lasting Workplace. AEUP dominates the the business opportunity, which led relationship. AEUP started on the industry with its position as a market them to establish one of their core support side as they looked at leader in the niche market segment. beliefs, which they still believe in determining these things with the Their equipment has unparalleled today, “Listen to the customers.” manufacturer. Was the manufacturer results and experience as AEUP going to support and train personnel focuses on maximum smooth Realizing they couldn't compete with on the technique of the product, workflow with the utmost safety at the more prominent manufacturers, they performance, and the service part? best prices. Their solutions and work had to find something where the showcase their rich domain knowledge applications existed and were needed. Mike says, “The company had to and a flexible and agile workflow. However, the proper equipment wasn't make the onboarding of our company being built or marketed at the time. and products as simple as possible. Mike Buley started the company in AEUP first determined what those With everything that we do going 2009. As he says, it was not the best of markets were, what it would cost to forward, whether it's another economies to start; as there was much support those markets, and how those manufacturer or another product, or attrition and consolidation within applications could take care of the another market segment, our goal is a manufacturers, distribution, private issues. AEUP searched for smooth process. 60 FEBRUARY 2021

In determining a potential customer's it's made to do. So they can size their fleet, depending upon buying pattern, we asked exploratory troubleshoot over a telephone or a incoming jobs or demand. In addition, questions. We listened to the answers. computer. Our centers in Ohio and AEUP can advise on how to maximize It was clear that safety was going to be North Carolina provide service and the residual value of that equipment. a significant key factor in our success. parts. So, when the customer trades it in, the We talked to distributors' large chains highest value is realized while not and large and small corporations while “Our units are sturdy. But all machines competing with others selling the same focusing on safety and risk are subject to wear and tear. We have product simultaneously. management. Job-related accidents, parts available in those two facilities workman's comp, claims, and rising for shipping at any time the next day Mike commented, “Our goal with our insurance rates played a significant part or overnight. We have, on occasion, services is to make the buyer in what and how buyers were making provided a simple fix to a customer's comfortable with their buying their determinations. 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 It was apparent that lost work hours, But our technicians are well qualified them in the unit every day. retaining current workers, hiring new and have excellent mechanical people, and delaying flow productivity aptitude. Their expertise in electronics We realize customers' inputs are contributed to lost revenue. We aim to and hydraulics has created situations essential. It often helps in determining alleviate some of these issues. where they have, on many occasions, the design in the manufacture of our taken a customer's stranded asset and products. We analyze what the market Products/Services turned it into a revenue-generating needs, not just produce and then ask the unit,” Mike commented. customer to react to what we have The company trains its customers to built.” use and operate all their equipment. Absolute E-Z Up offers something Another service that they provide is unique to the industry, which is Fleet “On-call” or on-computer service. Management and its optimization. We Team AEUP knows the performance of help guide when a customer should the equipment, how it's built and what replace a unit or dispose of and right- www.theenterpriseworld.com 61

Absolute E-Z Up Making Jobs Safer And Easier With Techno Powered Equipment Kyle Kennedy, President & Chief Operating O cer COPC Inc. is one of the most The Company to create an arsenal of solutions that successful companies, providing are easy-to-use, scalable, and efficient consultation, training, and other COPC Inc. was founded in 1996. The for their clients. services enhancing customer service, journey began with helping call centers, customer experience management, helping them achieve maximum and Kyle Kennedy is the President and vendor management, and other related efficient results, but keeping priority Chief Operating Officer of COPC services. Being the oldest in the field, towards the goal of improving their Inc. and is responsible for the day-to- they possess decades of combined performance and enabling their clients day operations of multinational teams experience and a team of industry to achieve the same. COPC Inc. worldwide providing consulting, experts adept at the ever-changing trends provides consulting, training, training, research, and certification and norms of the industry. COPC and its certification, benchmarking, and services. Kyle also leads the global team are sincerely dedicated to research for operations that support the certification program. providing unmatched services, which customer experience. COPC Standards makes COPC the first choice of their are a collection of performance He is a member of the COPC long list of loyal and recurring clients. management systems for customer Standards Committee and is a Certified experience operations, customer COPC Implementation Leader. Kyle One of the few reasons pushing COPC experience management, vendor has deep expertise in customer Inc. to the heights of success and management, and procurement. experience management and a excellence is their expertise in CEM, successful track record of running large they offer comprehensive, detail- Today, COPC is an innovative global operations. Before joining COPC Inc., oriented, highly effective, and tailor- leader, empowering organizations to he was the chief operating officer of made solutions. They are resolved to optimize operations to deliver a superior Ruffalo Noel Levitz, a provider of offer exemplary services to best meet service journey. COPC is persistent and technology-enabled services, software, their client's needs and requirements, is relentlessly working towards and consulting for higher education and in this process creating a benchmark enhancing its performance and services. enrollment management and in the Service industry. They truly With a heavy emphasis on client fundraising. deserve to be one of the most feedback, incorporating the latest recommended and best performing CEM technological, and constant educational solution providers in 2021! advancement of the team, enabled them 62 FEBRUARY 2021

Factors Pushing COPC to the Products/Services In 2020, COPC Inc. introduced a full- Heights of Success service consulting based on the customer Their best-in-class services made their They focus on consulting, training, service journey, named Service Journey brand name popular, resulting in a certification, and research. What sets Thinking. They are now helping staggering growth and success rate. them apart is the relentless focus and organizations take a holistic view on COPC was and is one of the pioneers of dedication towards performance improving the customer experience from the industry, setting the original improvement for operations that both the front stage operations industry standards 25 years ago. They support the customer experience. This (customer-visible) and backstage continue to serve their clients with the is their niche and because they have operations (behind the scenes). It same standards and believe in living confined themselves to these services, consists of helping organizations with them to this day and forth. With they are masters of these skills. understand how to view transactions thorough and unmatched precision in Leading the innovation curve for the from a multi-channel approach rather everything they do, they have services in CEM, always ahead of the than analyzing one service channel at a regimented processes and training competition, eager to improve and time and helping them create an all- programs. update their services and standards. encompassing service blueprint to identify performance and process gaps. As the industry norms and practices COPC Inc. stays devoted and true to its change constantly, along with quality core beliefs, showcasing it in every COPC never stops innovating, and thus, and standards, COPC feels proud of its piece of work, and in every way, the they have created a new CX Research consistency, top-notch quality, and team of COPC Inc. performs. Leaping department to meet the expanding needs standards, which remain unchanged. ahead and pushing the boundaries, of their clients for industry trends, Thriving on performance management, pursuing excellence, introducing customer-centric reports, consumer COPC is highly appreciated by its breakthrough services that enable studies, and much more. Always exhaustive list of loyal and satisfied enterprises to become the best version welcoming a change, ever ready to adapt clients. Working day in and out, setting of themselves, enriching every client their services based on the needs of the a benchmark for the CEM (Customer with the same tenacity and clients and ever-evolving changes in Experience Management) industry as a engagement. consumer preferences and behaviors. whole. www.theenterpriseworld.com 63

The Age Of AI e New Digital Era For Pharma And Life Sciences Kyle Kennedy, President & Chief Operating O cer With all the challenges of books—forever raising the bar on how deliver meaningful data and insights to Covid-19, there was one critical therapies are developed and help companies move AI beyond just a shining light at the end of delivered. “cool tech” into a tool that drives measurable business value. the long, dark tunnel: a new era of By bringing efficiencies to data-heavy AI works best when people and digital technology that replaced decades- processes, life sciences and pharma processes are aligned, and technology should be used to augment, not replace old paradigms. AI technology delivered leaders reduce manual effort and gain an human effort. vital medical data and application edge at a crucial time in history. Adlib transforms unstructured document data into intelligent data that materials to the FDA in record time, can be utilized by technology to maximize the potential of people and bringing life-saving vaccines to market The Company processes. By diving deep into the siloed data locked in documents across faster than anyone thought possible. emails, file shares, and repositories, our AI-driven Content Intelligence Cloud We caught up with the leaders of Adlib, solution reduces manual effort and brings efficiencies to vital workflows. Some might say Covid-19 matured AI one of the industry's top AI-driven cloud Ninety-five percent of the world's leading pharma companies use Adlib to while others might say AI was matured solutions, to discuss how digital bring efficiencies to notoriously clunky processes, from clinical trials to FDA by Covid-19. Market challenges drive technology is fuelling the future of submissions and more. We are humbled by our success, and we remarkable breakthroughs. Adlib is one pharmaceuticals and life sciences at this continue to build out our technology to benefit the industry and society at organization operating at the edge critical juncture. Keep reading to hear large. enabling 3As – AI, Automation, and from Scott Mackey, Adlib's Co- Analytics – allowing pharmaceuticals Founder and SVP of Market Strategy; and life sciences to accelerate time to Jason Mitrow, Senior Director of market and delivering much-needed Product Strategy; and Marc Fuentes, hope to the global community. Senior Director of Growth Marketing. This digital shift has had far-reaching There is a lot of “cool tech” in life societal benefits that continue to ripple sciences and pharmaceuticals. How is out beyond pharmaceuticals and life Adlib different? sciences' initial stone throw. The swift delivery of critical vaccines has saved Scott Mackey: AI has been hyped to countless lives and will go down as a death, but there is a real business value Herculean feat in the pharma history behind the cliché. Adlib's goal is to 64 FEBRUARY 2021

How does AI technology deliver Through the adoption of AI, Adlib also helped a €15.9 billion pharma meaningful business value? pharmaceuticals and life sciences company curb rising IT costs and FDA leaders are trading tedious, paper- submission errors. Disjointed document- Jason Mitrow: Everyone across the based processes for a leaner, digital management practices were causing organization must be able to access the approach. A robust AI-driven significant errors in their FDA same source of quality data to answer Content Intelligence Cloud solution submission documents, costing the business questions, regardless of which allows leaders to find and company €471,000 in IT overhead and downstream enterprise systems they may be categorize the data locked within annual maintenance and stalling drug using. This is the challenge that Adlib massive volumes of emails, approval. After adopting Adlib, the solves. correspondences, research data, company reduced the number of systems control requests, contracts, and and servers used during the rendering Imagine a business with all sorts of reports and turn it into structured process, for an estimated annual savings software, and they're not maximizing the data at scale. of €262,234. potential of that software. Utilizing digital technology in the right situation can reduce How have you helped pharma Those are just a few examples. We have costs, augment workflows, free up and life sciences customers? Any helped pharma companies improve knowledge workers, and reveal critical stories to share? efficiencies across virtually every data- insights. However, many organizations fail heavy workflow, from FDA submissions to realize the full value of the myriad Scott: Recently, one of our top to internal document-management technologies they have implemented as part pharma customers was given two processes to mergers and acquisitions, to of their digital transformation initiatives. hours to complete an emergency supply chain management, to digital Why? Because they struggle with FDA submission. In just an hour, mailrooms and content migration and unstructured data. Adlib rendered files as large as intelligent document processing, and 3500 pages into approval-ready more. “Without clean, structured data, an PDF submission files. This success organization can only benefit from story was a big win for the whole automation in a limited capacity.” - Jason team. Mitrow, Senior Director of Product Strategy, Adlib www.theenterpriseworld.com 65

4 CONTACT CENTER TREND The pandemic of COVID 19 brought the world to a Shifting to remote locations was all in itself a challenging standstill. All the industries and their work were task, but it was worsened by the unreliable internet halted suddenly. Every industry had its share of connections and a lack of coherence with their teams and challenges they faced and had to overcome, but the call leads. center industry was one among all that was posed with some unique challenges. The use of advanced hardware and software technologies in the call centers has enabled the support teams that have During the period of the pandemic, call centers started helped to cut down on many of the common call center issues. receiving high volumes of calls which became a little This use of technology has helped them to operate even more difficult to handle. Another challenge the contact centers efficiently and have a profitable business. The design of call faced was shifting their employees to remote locations, and center technology is such that, it provides automation support, for extended periods. A survey has stated that during the customer relationship management, and also predictive time of the pandemic, the number of difficult calls analysis to the call center reps who are facing customers. increased by as much as 50%. With the deployment of the right technologies, your call The reps working at call centers were not quite equipped canter can help provide customers not only gain a rich with the kind of advanced technology that would customer experience, but it can also increase your automatically route the calls. This resulted in about 68% organizations' internal activity by reducing the operational increase in escalations as the reps tried to deal with difficult overhead. customer calls with complaints. Due to the lack of automatic routing of calls, there was a 34% increase in As we step into the new year of 2022, the interactive voice hold times in the early phases of the pandemic. response (IVR) and the analytics capabilities, which are 85 66 FEBRUARY 2021

DS TO LOOK OUT FOR traditional to the call center technology will remain a Omnichannel Integration- standard. But at the same time, newer technologies like AI and chatbots will help call center reps with more actionable With a wide base of customers, everyone is using different information, made available easily without having to look for channels of communication, like the web, phone calls, text it. messages. If a customer is interacting with a company through one channel, they expect an inclusive experience Here are a few technologies call centers are looking for in the when they tap from any other device. year 2022, to make systems more efficient and productive. When a customer is associated with a company, they Artificial Intelligence- expect a personalized and more relevant experience, no matter how they choose to interact with the company. There is no denying the fact that this technology age is here to Omnichannel integration will help in achieving this goal, stay, especially that of Artificial Intelligence. In 2022, call as they leverage the unified customer profiles across centers will be looking forward to innovative technology to organizations. standard issues for the organizations. With multiple benefits to the organization, AI will help call center reps reduce the IVR- need for manual call routing programming. This can help route calls of customers directly to the senior authority, and Call centers have been using IVR technology for a long they can speak with the most qualified person. time now. It was one of the first-ever technology trends that were introduced to call center organizations. The pandemic Another benefit of AI is that it can provide people with of COVID 19 just pushed this technology forward, and the predictive responses during the flow of a conversation. With organizations already using it reported a tremendous these multiple responses in front of the call center reps for increase in its use. clients, it becomes easier to solve the problem and handle the situation. AI also comes in handy, as this technology can help When IVR is used in a combination with other the call center employees to collect and analyze information technologies like AI and chatbots, the resultant is speech of a customer across all channels, thus looking at a unified recognition and its ability to detect moods. This helps to view of the customer. deliver to its customers a fully personalized experience. Chatbots- Looking forward, the heavy use of technology in call center organizations will be the most beneficial to both the Chatbots or also called conversational AI is a form of customers and the organizations. The call center executives Artificial Intelligence that is capable of recognizing multiple will be able to know better about their customers, and languages, understanding what words are being said, and then would thus be able to properly assist and guide them in deciding what path to choose to respond to the customers, in their problems. the most human way possible. These technologies will make organizations ever more With Natural Language Processing (NLP), and Natural efficient and will also increase their effectiveness of it. 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. www.theenterpriseworld.com 67

Pegasus Knowledge Solutions Inc. From AI To Automation, HR Analytics Redefined! Kyle Kennedy, President & Chief Operating O cer Pegasus Knowledge Solutions Several years ago, the founders saw the Software systems, namely a data-driven Inc. (PKSI) is one of the growing need for businesses to get deeper management of strategy and operations. pioneers in this industry, insights from the data in their business providing unmatched and unparalleled systems. In the late 90s and early years of The goal was not just to look back at analytics solutions. They are also the 21st century, businesses invested historical data and analyze what working on several SaaS solutions to heavily in sophisticated ERP, HRIS, and happened but to leverage Artificial enable enterprises to make the best use CRM systems to gain 360-degree control Intelligence techniques to look forward of analytics, drive their company to of their operations. PKSI engaged with and predict and forecast trends into the achieve the desired goals while many such midsize and large future. This trend was accelerated and reducing costs and overheads. Their organizations to help them successfully fuelled by the growing availability of services are innovative and deploy and manage these systems. cloud-based data environments. transformational, backed by a team of specialists, pooling in their decades of Following this period, businesses realized Pegasus Knowledge Solutions Inc. combined experience in varied that they now had access to a wealth of embraced this trend and started a center industries and domains, packed with data on their operations and began mining of excellence for AI and advanced extensive knowledge of the latest their internal transactional and analytics to research and implement AI industry trends and practices. operational data for insights. Thus, began technologies for analytics. The the period of deploying data warehouses company also established partnerships The Company and Business Intelligence systems. PKSI with leading-edge analytics technology has been involved in many such and data platforms including SAS, PKSI was founded over 20 years by successful initiatives across multiple IBM, Pitney Bowes among others. This two engineers – Supreet Singh, and industry verticals. enabled PKSI to gather deeper insights Srini Voruganti. The company was into the analytics needs of midsized and founded with a vision and mission – to It soon became clear that these data large organizations. leverage leading-edge technology initiatives, while being extremely platforms to provide just-in-time necessary, were ponderous, expensive, In 2020, PKSI was awarded the SAS technology services and solutions to and time-consuming. Further, businesses Global Excellence in Innovation Award their Fortune 1000 clients. realized that they were not able to reap for the Advanced Workforce Analytics the full benefits promised by ERP Solution. 68 FEBRUARY 2021

Products/Services in check, so their clients can fully utilize Pegasus Knowledge Solutions Inc. and integrate their services, to extract the realized that there was a need for end-to- PKSI offers services and turnkey best results and fuel their growth and end analytics solutions for midsize solutions for helping their customers development. businesses. This trend was especially drive value and better business obvious in the financial services industry, outcomes by deploying cutting-edge They can do so by listening to their where larger banks have made tools and technologies, with services clients, employees, and partners... tremendous investments in AI delivered by skilled professionals and According to its founders, PKSI is technologies and are using these skills to thought leaders. While many firms are constantly researching new technologies great advantage to acquire and retain now in the AI space, PKSI had a head to identify market needs and innovate customers, offer just-in-time services and start and established strong industry new products and services. products, and create a better customer partnerships many years ago with experience. leading platform providers like SAS Factors that Pushed PKSI to the and IBM. Heights of Success The award-winning Advanced Workforce Analytics Solution is intended for Based on their clients' needs, they have As PKSI began offering AI-driven midsize and smaller firms across multiple also developed end-to-end SaaS services to its clients, it became obvious industries. It integrates data from (Software as a Service) Solutions for to leadership that there was a widening multiple sources from the organization, AI-driven Banking Analytics and gap in the capabilities of midsize and like HRIS, Payroll, Training, Talent Workforce Analytics. large organizations. The larger Acquisition, etc. It then enriches the data organizations were able to hire with external data like social and socio- Pegasus Knowledge Solutions Inc. is extensively in new technology areas like economic data. Pegasus Knowledge always pursuing and pushing towards data science and cloud development. Solutions Inc. provides AI-driven excellence in everything they do and is Midsize And small businesses were not analytical insights into an organization's constantly working on enhancing the able to compete with the larger firms in workforce including insights into all effectiveness and use of their services. hiring deep benches with these advanced stages of the employee lifecycle, from They are also striving to not only bring skills. This gap has only widened over talent acquisition to employee exit. breakthrough and cutting-edge services time. but also keep efficiency and feasibility www.theenterpriseworld.com 69

IHPS e Honour Of HealthCare Michael Collura, President In Home Personal Services a better senior care business model that They have faced many such (IHPS) is one such leading impacted the lives of everyone challenges, none more so than the senior care service provider. involved positively. The team of In recent Covid pandemic. There too They are not only dedicated to Home Personal Services has worked they persevered, overcame, and grew helping the seniors, no matter how relentlessly to turn their vision into a as a business, a team, and a family. small or big the role they play in reality, showcasing their extremely their lives, but they are also sincere useful and supportive services, Products/Services and relentless in their efforts to promising nothing but the best because bring the best to their clients. They it has always been more than a As a non-medical senior care are highly regarded by their clients business to them; it has been their provider, they have 3 core service as one of the best in the field, with mission. models all delivering safe, affordable, their caregivers/team being truly compassionate, and worry-free care compassionate, understanding, and All businesses face challenges during to the aging adult population. Their extensively trained. their initial stages, some wither, some services are designed with the intent In Home Personal Services truly is a break apart, but a selected few to be flexible, cost-effective, and of company of values, virtues, but also withstand every challenge and become course bridge the care needs of those very successful in the business successful, carving their names as that trust them with their lifestyle and senses, making them one of the best successful and visionaries of tomorrow. desire for independence. senior care franchises to open in IHPS feels happy to have faced their As a franchise system, they have an 2021. fair share of ups and downs because in abundance of differentiators that have doing so they looked at every angle to made them a leading franchise The Company take a challenge and turn it into an investment opportunity within the opportunity. To flip what was an senior care industry. These In Home Personal Services was obstacle in the operation and turn it to advantages they hold today have been started in 2004 with a vision to build their advantage. tested, proven, and continue to be 70 FEBRUARY 2021

developed, because they are never because the remainder of 2021 and From what was a single client earning going to stop being innovative, well into 2023 is going to be an a meager $5.00 per day on the service forward-thinking, or working to exciting time for them at In Home has grown to a multi-million dollar in develop a better system to deliver Personal Services! annual revenue empire that has care when it is the mission of the developed and built a system of brand to make an impact where it The difference between their services unique strategies and a franchise counts. and that of their competitors does not system to replicate all across the stand in the superiority of IHPS, their United States and beyond. They have a whole new online delivery, and standards, but it remains training portal that extends to all 50 embedded into the company's vision IHPS has a team of people that care. states and has some rather unique and mission, which showcases itself in They care about the company's content they developed themselves. everything they do, they never stop mission, the client, their families, the They also built an advantage through improving and innovating. Their impact they make every day in the strategic partnerships and a whole clients are always their top priority, and lives of others. More importantly, new approach to training, care, and everything right from their queries, they care that they deliver trusted care support for those with Alzheimer's. service, to their feedback, is taken with to those that may be viewed as They have new exclusive great importance and used extensively vulnerable, but never viewed as opportunities as a brand that no other to improve and innovate. These are anything less than valued members of competitor currently possesses, and some of the factors that define their our community. This makes them best they are excited to launch a whole unique approach and dominant position suited and capable to do their jobs, new service model with their very in the market as one of the best senior not like a job but more like a moral own proprietary technology currently care franchises and service providers. duty, a debt that has to be paid to the in the final stages of development. elderly for their contribution to our Factors that make IHPS a Class world, and making it reach where it While they would love to do more Apart and Strengthen their Long- stands now. than provide a teaser into what is to Standing Success come all they can say is “stay tuned” www.theenterpriseworld.com 71





SimpleCRM Retaining Customers, Establishing Brands! Indraneel Fuke, Founder & CEO CRM is the largest selling The Company Business Solutions, and others. Over the product in the enterprise last 4-5 years, they have seen an average software category. Globally the SimpleCRM is an ISO 27001:2013 growth of 20-25% per year, and this year CRM market is about $40 billion and certified company that provides CRM and they are on track for an 80% growth in over 70% of that market is concentrated AI-Based solutions for mid and large- revenue. To quote some numbers from in the US and Europe. sized enterprises. They started their the last 12 months, their clients have used journey in 2014, and are headquartered in the SimpleCRM platform for: In industries where sales and service are Singapore. Their Indian subsidiary is the make or break factor, CRM is the based in Nagpur and they have Ÿ Capturing 30+ Million Customer golden addition to keep the link Development Centers in Nagpur, touch-points. between customer and company intact Bangalore & Hyderabad. Also, there is and strong! Sales & Support presence in Mumbai, Ÿ Servicing 10+ Million Cases & Pune, Delhi/NCR, Manila & Colombo. Tickets for their customers. SimpleCRM is one of the leading Customer Engagement Platforms that Right from the start of SimpleCRM, the Ÿ Managing 3.5+ Million Workflow powers the digital transformation of team was focused on running a debt-free, requests. organizations by digitizing, decoding, profitable company. They wanted to avoid and delivering all aspects of the external funding as much as possible, and Ÿ Managing $300 million+ worth of customer journey; from prospecting to to achieve the same, they managed with opportunities. onboarding to account management to cash generated from operations. servicing to retention. Ÿ Capturing 5,000+ AI insights. Pillars Establishing SimpleCRM's SimpleCRM has deeper capabilities in Long-standing Success and Pushing Some of the factors establishing Banking, Insurance, and Financial Their Growth SimpleCRM's long-standing success; Services sectors than most other Enterprise CRMs operating in our During their journey for the past 7 years, Ÿ Asia Focus – As 80% of their market. Their expertise and client- they have acquired customers in India, Sri business comes from this region. centric approach make them one of the Lanka, the Philippines, Singapore, and to Thus, their product orientation, most recommended insurance tech a small extent in the UK market as well. localization capabilities, and solution providers to watch in 2021. They also have marquee partners like understanding of the needs of the IBM, Wipro, Ebixcash Solutions, Conneqt local organizations are quite developed. This enabled them to 74 FEBRUARY 2021

Ÿ better meet the requirements of bootstrapped, profitable start-up that is Ÿ Digital Marketing Asian clients, and thus, capture the helping mid-sized and large organizations market capably and effectively. across Asia in their digital transformation Ÿ Field Sales & Service Mobility journey. Solutions Ÿ Deployment Flexibility – Today features and functionality, CRM has Products/Services Ÿ Artificial Intelligence Plugins become commoditized. So while many CRM players offer similar Their platform is a flagship CRM & Ÿ Enterprise Chatbot Platform features, SimpleCRM's Intelligent Automation low-code / no- differentiation is deployment code platform. Their platform offers Ÿ Digital Customer Onboarding flexibility. Their platform can be exceptional value and helps organizations Platform deployed across all the clouds and build stronger relationships with their also supports on-premise customers. The platform caters to the What sets them apart is the strategic deployment. Very few global entire customer lifecycle journey through focus on identifying a very clear need established players can claim that! an automated and dynamic customer gap amongst mid to large-sized Asian engagement and retention framework. enterprises which were not catered to Ÿ Experienced Team – Some of the well. They entered this space by earliest employees of SimpleCRM They enable organizations to target, bringing unique strengths to the table are still with them. They have convert, engage, serve, and provide and changing the way Asian experience in delivering 350+ CRM customer delight. As a result, their clients organizations work! projects within Asia as part of can grow revenue and keep customers in SimpleCRM and their prior the longer run. Many banking, insurance, SimpleCRM also delivers solutions organizations. The team's solid and financial services organizations across leveraging its low-code platform that experience in large-scale enterprise Asia are using SimpleCRM's solutions. allows rapid implementations. The software projects, razor-sharp solution platform is available on customer focus, and commitment Looking at the changing needs of the SimpleCRM's SaaS cloud and can also make SimpleCRM one of the best digital space, SimpleCRM focuses on be deployed on the client's premises or digital customer engagement advanced tools to deliver solutions in: private clouds. Also, the core CRM platforms. platform supports both open-source and Ÿ Customer 360 & Service Management Microsoft stacks, offering organizations As a company, they are proud of being a tremendous deployment flexibility. Ÿ Sales Management www.theenterpriseworld.com 75

Prism Global Marketing Solutions Marketing at Matters! Elyse Flynn Meyer, President & Founder Prism Global Marketing Solutions return on investment from their marketing, and even customer service solutions. is one of the names in the sales, and customer service strategy. inbound marketing industry that In addition, Prism Global Marketing offers a complete range of inbound The solutions offered by Prism Global Solutions focuses on constantly upskilling solutions and HubSpot expertise. The Marketing Solutions are custom to the the team to ensure they are continually services they provide their clients are needs of their clients, offering creativity updated on the latest trends and practices always up to date with the changing and flexibility to create an effective in digital and inbound marketing. In trends in the marketplace and the strategy that enables actual business addition to ensuring the team has all of technology that can best support growth. the HubSpot certifications, their team also organizations. participates in regular Executive They come as one of the most trusted, Education programs to provide a well- These factors, along with a track record acclaimed, and successful HubSpot rounded approach to marketing and of successful and award-winning client partners, always ahead of the time and business growth programs for themselves stories, make them highly sought-after trends, leading the way for the and their clients. and one of the most trusted HubSpot competition, and setting benchmarks in partners in 2021. the industry. Their team takes the time to Also, their services' effectiveness and fully understand the HubSpot platform, successful results are because they listen The Company ensuring their clients maximize the use of to their clients, understand their needs and the tool to see the most growth potential. challenges, and build custom plans to Prism Global Marketing Solutions is an support each client individually. It is not a award-winning inbound marketing Factors that Make Prism Global “one-size-fits-all” approach, and that is agency. They are also a HubSpot Marketing Solutions Successful what their clients find the most valuable. Diamond Partner, providing strategic They listen to their clients, fully online and inbound marketing Prism Global Marketing Solutions team understand their goals and challenges, and implementation, consulting, and support. helps their clients looking to adopt make sure they are developing an inbound marketing technology and inbound marketing plan leveraging HubSpot to Prism Global Marketing Solutions marketing to drive organic growth, brand ensure that they not only meet but exceed understands the constraints of marketing recognition, and revenue. To do this their client's expectations. resources, time, and budgets. They successfully, they leverage HubSpot as the collaborate with their clients to identify primary marketing technology solution for Products/Services the most unique and effective solutions clients looking to leverage marketing and help them achieve the greatest software, sales software, website hosting, Prism Global Marketing Solutions is one 76 FEBRUARY 2021

of the leading partners in the HubSpot Ÿ Email Marketing To do this, they are always looking for ecosystem and has been a HubSpot new methods, strategies, or tools that partner since 2011, so they have a long Ÿ Marketing Automation may integrate with HubSpot that would history with the company and the be beneficial for their clients. This is technology. They are true experts in Ÿ Sales Alignment followed by structured beta testing with providing inbound marketing plans, dedication and focus on marketing efforts leveraging HubSpot, and making sure Ÿ Analytics to see if the new method or tool could be their services bring the best results to the next step in a client's marketing their clients and enable them to grow What sets Prism Global Marketing efforts. and develop their brand recognition and Solutions apart is their comprehensive thought leadership. solutions for their clients. This is Leadership at Prism Global different from many firms in the same Marketing Solutions Prism Global Marketing Solutions has a space but sometimes just offers one or wide range of services to help their two solutions (i.e., just social media or Prism Global Marketing Solutions has clients succeed, including: email marketing). Prism Global one of the best leaders in the field, taking Marketing Solutions has seen and the company ahead with innovation and Ÿ Inbound Marketing Strategy proven that having a comprehensive a focus on client initiatives and team Development inbound marketing program all running development. through a single primary technology Ÿ HubSpot Implementation program can drive tremendous results. Elyse Flynn Meyer is the President & Founder of Prism Global Marketing Ÿ HubSpot Management How Prism Global Marketing Solutions. Solutions Adapts to Changes in the Ÿ Search Engine Optimization Industry? Elyse has extensive experience in marketing and sales management, Ÿ Content Amplification The Prism Global Marketing Solutions specifically in inbound marketing, lead team is striving day in and out to remain generation, marketing operations, and Social Media Marketing one of the top HubSpot providers and sales alignment. Before founding Prism pursue excellence in everything they do. Global Marketing Solutions, Elyse Ÿ Lead Generation They are constantly monitoring the worked in marketing and sales for start- market to learn about new strategies and ups to Fortune 500 organizations. Ÿ Conversion Rate Optimization tools for their clients. www.theenterpriseworld.com 77

Prism Global Marketing Solutions Marketing at Matters! julio gonzalez, National Tax Reform Expert Mr. Julio Gonzalez, National and consultative firm to the CPA Being a successful leader, please share Tax Reform Expert, is the community nationwide. Additionally, he your views on current business founder and CEO of also received an award for “The 10 Most scenarios across the globe after the Engineered Tax Services, Inc. (ETS). Innovative Business Leaders to Look Out Covid19 pandemic. Mr. Julio Gonzalez' focus was to bring 2021.” specialized engineering tax studies to We are always tested as leaders…shortly mainstream America, which historically Today, ETS is one of the largest, fastest- after I started the firm, I experienced the had only been available to Fortune 500 growing, and most innovative engineering, shutdowns from 9/11…. so we'll always and public companies through the energy, and specialty tax credit services have dramatic issues that shape our National Accounting Firms. firms in the country and one of the businesses ….so I think we always have country's largest certified Minority to be prepared…. we have to retain profits Mr. Julio Gonzalez, National Tax companies. to have the cash to survive pandemics and Reform Expert, founded Engineered Tax emergencies…. we have to have strong Services, Inc., (ETS) Early Days, Engineered Tax Services relationships with our accountants and www.engineeredtaxservices.com to bankers to have access to capital and marry the science of engineering with The initial challenge was starting an grants as pandemics evolve… the principles of tax and accounting. Mr. industry that didn't exist in the United Julio Gonzalez wanted to bring specialty States. Providing expertise in tax credit Why is it said that the workforce plays tax services to mainstream America that and incentives to accounting firms to help a vital role in every business's growth? were previously only available to public their clients preserve wealth and take Please tell us about your team. companies through the Big 4 accounting advantage of the tax laws was not a firms. business that existed in the United States. I The workforce is essential…. They are had to travel to accounting firms across the the key to Engineered Tax Services' Named one of the Top 100 most country and teach them about these evolution…and companies must have a influential people in Accounting by incentives and convince them that I could deep investment in their employees…. Accounting Today, Mr. Julio Gonzalez be a great resource to their clients employees first… acquired The Growth Partnership, The Rosenberg Survey, and ABLE CRM in Culture Statement 2020 to establish the largest specialty tax 78 FEBRUARY 2021

Engineered Tax Services is one team… The team of Engineered Tax Services … with passion and energy. We respect … that is encouraging and supportive. shows meaningful appreciation… and appreciate the perspectives of others. We are committed to the health, … We recognize people doing things happiness, and success of each other. We right is more effective than pointing out We care… are family. when they do things wrong … about the benefits, growth, and development of our people, our clients, We Put Others first… We assume positive intent and our community. … Passionately engage in doing what's … We work from the assumption that best for others. people are good, fair, and honest and that We bring it every day… the intent behind their actions is positive … we make the most of each day by We are fanatics when it comes to approaching every task with great customer service… We pursue excellence… enthusiasm …We understand the customer is the … through continuous improvement of lifeblood and of Engineered Tax ourselves, Engineered Tax Services and We all lead… Services and we give our customers the effective, efficient execution. … by example, every day. ultimate respect The employees of Engineered Tax We believe in our people… We act with integrity Services honor commitments… …We don't believe in micromanagement … Demonstrate an unwavering … We do what we say we are going to or hourly billings. We believe we hire the commitment to doing the right thing in do when we say we are going to do it best people, that they will be the best every action we take and in every employees. decision we make We communicate honestly and professionally… Lastly, the entire group of Engineered We are humble… … We create an open, transparent, and Tax Services keeps things fun… … We check our egos at the door and trust-based environment. We always … While our passion for excellence is realize that every team member brings show respect in our communications to real, we remember that the world has value. We are selfless. No one person is each other always… bigger problems than the daily better than the other. We are all equals. challenges that make up our work. We inspire creativity and innovation… www.theenterpriseworld.com 79

Audit Prodigy Powerfully Simple Ravi Mangipudi, CEO & Founder Recognizing this risk and not The Company There were a lot of challenges during finding a platform they are the initial stages, foremost was to excited about, it is amazing Audit Prodigy was founded back in 2016 establish their services, as they are in a how many, even large companies, rely by a group of former CFOs, COOs, and space where organizations are 10 to 20 on what they know best: spreadsheets, Chief Audit Executives (CAEs) with Big times bigger than their size. emails, and shared folders. “Better 4 backgrounds and decades of stick with a devil you know than professional experiences built at Fortune Keys to Success: jumping into the deep sea.” Reminds 50 and 500 companies, mostly in the US one of the little boy who tried to stop a but also around the world. They all have A deeper understanding of client pain dam from bursting by sticking his experienced the challenge of leading points, based on first-hand experience is finger in the leak. global teams to deliver timely and cost- the central ingredient for Audit efficient Risk, Audit, and Compliance Prodigy's success. Audit Prodigy was born to solve this programs, firsthand. Their perspective riddle. Its mission is, “how do we offer was also influenced by the experience of Why do even large companies rely on more integrated capabilities than leading broader business functions with nothing more than spreadsheets? Simple anyone else while keeping it simpler P&L responsibilities and reporting to – they prefer the devil they know to the than anything else in the market?”. A Boards and CEOs. unknown angel. Inertia and risk testament to their success in pulling off averseness is inherent in all of us – more this seeming contradiction is the Ravi Mangipudi is the CEO and so in Risk & Compliance leaders, who acceptance by multiple Fortune 500 Founder of Audit Prodigy. He is a are putting their reputations online when and smaller customers all over the proven business leader with a global deciding to purchase a solution. It is world, who love Audit Prodigy career spanning over 30 years in visceral. because it does everything they need to Finance, Operations, Lean, and External get their job done under one roof but and Internal Audit, built at Big 4 firms How do you overcome this resistance? also does it with minimal training and and multinational manufacturing and By making the “angel” less unknown. implementation effort. All, resulting in technology public companies. As Chief How? 600%+ ROI. Audit Executive, he led/advised several global audit teams, partnering with Audit Ÿ Ask lots of questions so you learn Committees, executive leadership, and their universe and unspoken worries. Big 4. Ÿ Talk about your solution in a very 80 FEBRUARY 2021

Ÿ simple, direct way: address the Ÿ Excite them about how their peers' drag out implementations or nickel and most basic needs first. Avoid perception of them could improve dime for every little help they needed. grandiose visions – it just makes significantly. It was also an indicator of Audit them nervous. Prodigy's confidence that their solution Insight: Offering a great product is less is, in fact, as intuitive and robust as Ÿ Offer no more than three things that than 50% of the cause of success in they say it is. make them sit up and get curious: landing new customers. Telling a story “2-week implementation” or “4- that resonates in the context of a How could Audit Prodigy offer Hour Training” or “Unlimited prospect's environment is the unlimited support without out-of- Support” – let them ask questions, remaining part – this requires control costs? By keeping the product rather than one-sided understanding your fellow human design simple, building in-screen communication. being, one of the hardest tasks in the Tooltips, offering a short User Guide, world. hiring a support team with domain Ÿ Be OK with starting small – once experience, offering multiple training trust is built, the sky's the limit. Be Empathy towards others, as opposed to sessions, and above all, responding to patient, don't push. your own needs and wants, is the questions/requests quickly, not letting ultimate key to success. them fester. Proof of the pudding? Ÿ Don't assume they understand Typically, support requests drop to things exactly the way you do – say Products/Services negligible levels after the first 30-days the same thing in many ways until of implementation & training. you connect; use terms they already Audit Prodigy was born with a deep are comfortable with. sense of service to others – it was also a competitive advantage. They realized Ÿ Comfort them with above-and- that in a market where many beyond support – “we are here for competitors leverage the platform as a you”. way to “hook” customers before saddling them with exorbitant service Ÿ Spread the decision-risk by creating fees, offering unlimited service gives value propositions for others in the them a distinct edge. It was clear to company as well. prospects that they had no incentive to www.theenterpriseworld.com 81





OrboGraph New Innovations In Imaged-Based AI Fraud Detection Technology OrboGraph: New Innovations with the Anywhere Validate and processing centers, retail remittance, In Imaged-Based AI Fraud Anywhere Payee modules enables banks wholesale lockbox, service bureaus, Detection Technology (CS) to use image forensics for the detection of image exchange, remote deposit devices, deposit fraud on transit checks, a Mobile RDC, ATMs, check cashers, and OrboGraph, established in 1995, capability very few organizations have point-of-sale devices. provides solutions to increase banks' deployed today. and financial institution's ability to OrboGraph's Fraud solutions – Anywhere detect check fraud. This is part of The Clients of OrboGraph Fraud, Anywhere Validate, Anywhere OrboGraph's overall mission to help Payee – are deployed in banks of all sizes, financial institutions, lockbox Payments & Banking Industry: from top 10 banks in asset size to providers, and service bureaus to OrboGraph is well-known in the banking community banks and credit unions. automate checking to process for back industry, serving over 4,000 financial office, front counter (teller/branch), and institutions and corporations in Healthcare Industry: OrboGraph is a self-service deposit channels. automation of the deposit process for trusted partner in the healthcare industry, paper-originated negotiable items providing electronification technologies to The Company (checks, money orders, preauthorized revenue cycle companies, clearinghouses, drafts, etc.) as well as in the field of check billers, medical lockbox providers, and For the banking industry, OrboGraph fraud detection. The company works with healthcare providers/hospitals/systems to delivers its solutions via its platform— banks and financial institutions on a streamline and improve the revenue cycle OrboAnywhere. Within direct basis, or through its strong network through its OrbNet AI technology. OrboAnywhere, there are six modules: of business partners and alliance partners Anywhere Recognition, Anywhere which represent service bureaus, payment A Dedicated Team of Employees Fraud, Anywhere Validate, Anywhere processors, and check processing Payee, Anywhere Positive Pay, and application companies. OrboGraph consists of a group of Anywhere Compliance. Each module incredibly dedicated employees with serves a specific purpose to meet the Payments & Banking Industry: unmatched expertise in the industry. Many needs of its banking partners: whether OrboGraph processes billions of checks of their development and support teams it's check processing automation, and internal tickets per year across a wide have ten plus years of experience, while general deposit risk, AML risk range of Omnichannel workflows, management experience ranges from ten mitigation, or fraud detection. For including centralized proof of deposit, to twenty-five years. example, combining Anywhere Fraud teller capture, branch capture, regional 84 FEBRUARY 2021

The company is led by General operate, we work as one entity with The Necessity of R&D Manager Barry Cohen. Mr. Cohen, is the goal of helping our customers responsible for defining business achieve their goals.” OrboGraph launched its OrbNet AI direction, initiating growth activities, Innovation Lab in 2019 to enable and managing all aspects of customer Joe J. Gregory, Vice President of working directly with clients to engagement. He is a veteran of Marketing at OrboGraph, started innovate, develop, and test its newest AI OrboGraph's parent Company, his journey at OrboGraph in 1998 technologies. This allows the company Orbotech, since 1994, and came to and is the longest-tenured employee to connect with clients and understand OrboGraph in 2007 after five successful at OrboGraph U.S. Mr. Gregory has their needs while empowering years as President of Orbotech, Inc. As been working in the check OrboGraph to stay on top of the newest Co-President, he is dedicated to processing industry for over 25 years trends. The results from the OrbNet AI maintaining the Company's and serves as a mentor to the product Innovation Lab have been exceptional, uncompromising commitment to teams while driving the strategic yielding the development of OrbNet AI organizational excellence and providing product direction for the company by and OrbNet Forensic AI technologies, as customer value while meeting and tackling market initiatives in check well as providing a vehicle for large exceeding partners' and customers' recognition, fraud detection, and clients to test OrboGraph software in a expectations. healthcare payments. proof-of-concept environment. Mr. Cohen knows this goal can only be Stewart Levine, VP of Client Avikam Baltsan, Chief Technology accomplished with a group of dedicated Services and Compliance Officer Officer, oversees the OrbNet AI team members to ensure customer leads the client services team based Innovation Lab and process for success: in the US. developing new underlying technologies. His expertise in machine “You would be hard-pressed to find a “With a majority of our clients vision and image analysis provided the better group in the industry. Each team operating in the US, it is important technical foundation for the continual member brings years of experience, a that when we are working with a transformation of OrboGraph different perspective, and a different client – whether doing API technology. personality with all the same mindset: integration work or addressing a ensuring customer success. From the support ticket – that we are available top executives to our team members during their times of operation.” ensuring that business continues to www.theenterpriseworld.com 85

BrainWare Learning Company Making People Smarter Roger Stark, CEO We all have cognitive “When we think about the fact that cognitive skill development tool strengths. We all have people learn differently, and that delivered online today with cognitive weaknesses. To seven out of ten of our children demonstrated sustainability and help people learn more efficiently and perform below grade level proficiency, transfer. effectively, making the learning it's hard to pinpoint what a 'normal process easier for the learner, we need learner' is. I'm not sure what normal Products/Services to understand each learner's cognitive is, because we've got more non- strengths and weaknesses. This is normal learners than 'normal BrainWare Learning Company's where BrainWare Learning learners.' This fascinated me, and the cognitive training program, Company comes in and establishes plasticity of the brain and how they BrainWare SAFARI®, offers a itself as both the pioneer and the could change the brain and people.” - solution that empowers learners to leader in its field.  Roger Stark, CEO, BrainWare take greater control of their Learning Company opportunities, and create a life of The Company greater choices, hope, and better BrainWare® is a learning company, understanding which can lead to Roger Stark, Founder and CEO, establishing itself around cognitive happiness and a better life. They want and Betsy Hill, COO, and President assessment and cognitive training. Did you to understand and appreciate the of BrainWare Learning Company you know that 50 percent of the joys of learning and, in this process, have always looked for opportunities variability in learning outcomes is empower you with direct control of 50 where they can give back to people driven by your cognitive profile? percent of what accounts for learning and help them in any way possible. What that means is that the BrainWare outcomes. They wanted to provide something Learning Company can impact the that would change the way the world skills that account for half – 50 “The Big Lie: Intelligence is fixed and looks at things. And in this search, a percent of the factors that predict your there is nothing you can do about it.” lot of ideas came to Roger's desk. One learning performance. Seriously! - Roger Stark, CEO, BrainWare day, a couple of doctors walked into Learning Company his office and asked, “What do you They built a program that is know about the brain?” considered the world's most It's the comprehensive integrated researched, comprehensive, integrated architecture that they use which makes them effective and efficient. Because 86 FEBRUARY 2021

the brain is an integrated system, if According to statistics, 7 out of 10 “You are the CEO of YOU Inc. If you you want significant physiological students in school cannot read and want different, you can have different, change in the brain, in a short time comprehend at grade level proficiency. but you must do different! You got this, with demonstrated sustainability and 25 percent of high-school graduating You can make this happen. All you transfer, you have to work the brain seniors today cannot read and have to do is want to do it and be the way the brain was built to work. comprehend their diplomas. Over a willing to put forth the effort.” - Roger That's highly comprehensive and third of first-year college students Stark, CEO, BrainWare Learning highly integrated. need remedial reading, writing, or Company math classes. 40 percent of college Why BrainWare Learning freshmen today do not have the ability BrainWare Learning Company: Company? Why now? to read, comprehend, and apply the what makes them different, and complex text. what sets them apart BrainWare Learning Company's mission is to enhance an individual's Also, the BrainWare Learning There are a lot of things that set the ability to assimilate, process, Company's system is not limited to BrainWare Learning Company's team comprehend and apply information as children. Cognitive skills are the apart, but central is their ability to effectively and as efficiently as components that drive intelligence in unpack the learning and teaching possible. And even though they individuals of all ages. Our workforce process in a very systematic and believe we have some great teachers, needs help as well. Organizations need affordable way. This empowers the unfortunately, most teachers have not to work more diligently and have a parent or teacher and the coach to be been trained on the cognitive learning better experience with being able to far more effective in every step of the process. But that is also an hire people from more disadvantaged process, applying the most effective opportunity. We can empower teachers backgrounds. Equity cognitive training techniques and to help children (and adults) who learn requires providing an individual with personalized learning strategies to differently. We can help teachers to the ability to think, reason, and support each student. personally take responsibility for problem-solve. With BrainWare impacting and developing what programs, a workforce can achieve accounts for 50 percent of each child's just that, and the benefits to the learning success. company are limitless. www.theenterpriseworld.com 87





Identity Management Institute Making People Smarter Henry Bagdasarian, Founder & President Identity Management Institute infrastructure, platforms, and data to the vigilance and growing need for (IMI)® is the first and leading cloud allowed BYOD and subscribed to enhancing cybersecurity. global certification organization various SaaS applications. dedicated to identity and access As passwords became more predictable management. IMI (Identity Management IMI has become a leading name under and easily accessible while systems lack Institute) and its services address all the exceptional leadership of Henry layered security and multi-factor identified risks and support the Bagdasarian who is the Founder and authentication, we witnessed rising professionals in the field to effectively President of the Identity Management incidents of system breaches, identity tackle risks around identity management, Institute (IMI). He also established the theft, and fraud. Also, with the evolution system access, data security and IdentityMate brand and consulting of IoT and the increasing number of integrity, compliance, and other related practice to help organizations with risk connected devices, identity and access areas. management in data protection, privacy, management is paramount for addressing and compliance. He is a certified cyber security threats around the world. The Identity Management Institute professional in cybersecurity, IT audit, Foundation and identity management and also the Identity Management Institute® is a author of the “Identity Diet” book forward-thinking organization that Identity Management Institute is a which introduced identity obesity as the strives to provide solutions for the ever- globally recognized identity risk root cause of the identity theft epidemic evolving identity management management training and certification and offered solutions. challenges in the most creative, effective, organization that serves IT security, and efficient ways. IMI (Identity identity, and data protection Why are IAM systems important and Management Institute) was established professionals worldwide. how Identity Management Institute to: changes the game in the industry? IMI (Identity Management Institute) has Ÿ Redefine and promote the identity established itself as a pioneer and As traditional corporate systems management profession and address foremost name in the Identity and morphed into cloud computing and all identity risks inside or outside of Access Management (IdM) industry. The distributed systems serving a large an information system, organization was founded in 2007 by number of dispersed users, IAM Henry Bagdasarian, a leading expert in processes and systems became extremely Ÿ Foster a community and governing technology risk management, audit, and important to address the new threats and body for all identity management security who recognized the growing risks. The IdM sector emerged in the professionals, IAM risks as companies moved their spotlight owing to the increased Ÿ Establish an independent 90 FEBRUARY 2021

Ÿ accreditation process of the highest professionals can mitigate the risks. unmatched opportunity to educate standard of excellence for the themselves and get certified in the identity management professionals, IMI (Identity Management Institute) leading fields of identity management, initially started with 2 certifications for access administration, and data Ÿ Serve the members and the public identity theft management and protection. through advocacy for the profession, compliance professionals. With the wide awareness regarding the identity adoption of cloud computing and IMI offers eight certification programs; risks, education, and collaboration storage, BYOD, and SaaS applications, five of them are within the digital for solving the challenges, the organization introduced 6 more identity and access management area, certifications in digital identity two are within the identity theft area, and Ÿ Contribute to the field through management, system access another is in data protection and privacy. Critical Risk Domains™ (CRD), administration, and data protection This ensures trained and certified standards and education tools, which resulted in increased demand for professionals can tackle various system their certifications. and data security challenges in the Ÿ Educate its members and the public organizations they serve. through events and tools that Products/Services promote best identity management IMI also offers certification for identity practices, and As the business landscape is ever- management programs and products to changing, and with the work from home ensure they meet the business objectives, Ÿ Promote the highest professional model widely accepted, a lot of tasks are compliance requirements, and design ethics and standards for the identity being assimilated and completed online. specifications. management profession. Also with the advent of cloud applications, identity and access On the product side, they review identity The journey of Identity Management management solves many system access and access management products based Institute and data protection challenges. on the IMI's predefined criteria and product owner assertions to validate IMI (Identity Management Institute) is a IMI recognizes that identity and access product design and stated objectives. leading brand in the IAM thought management is essential for securing leadership space first and foremost, and systems and data. Thus, to enable its main aim is to foresee the evolving cybersecurity and identity management risks. They provide timely content about professionals to address rising industry changes and related risks as challenges, IMI offers professionals an well as how companies and their www.theenterpriseworld.com 91

CCT Solutions O ering Reliable Multi Experience Customer Integration Solutions Uwe Kreuter, CEO CCT Solutions was founded to manage and report on all customer effectiveness. CCT Solutions delivers provide an omnichannel interaction channels and to have that an easy way to enhance its existing contact center solution data merged with customer databases call center system investments by provider & system integrator with the to identify trends and opportunities. adding new interaction channels, ability to provide unified handling of blending outbound calling and multiple customer interaction channels This solution will prove beneficial to callbacks, and integrating customer – voice, email, chat, SMS/text, IM, the customers since they will have interactions with the CRM and callback from the queue, or a call more flexibility to interact with the business applications to all its clients. request from the website and social organizations they do business with, media – all integrated with one or and this makes them more satisfied. Overcoming the Hurdles more CRM or custom business Moreover, it will ensure that the CRM applications. Uwe Kreuter, CEO of integration enables the agent to handle During the establishment of the CCT Solutions has been leading the customer interactions more efficiently company, CCT Solutions is known to company since he has more than 25 by providing screen pops, customer have undergone some obstacles. Uwe years of experience in contact center journey, and pre-built response put forth that incorporating IT and Unified Communications templates and that leads to the end infrastructure advancements like technologies. customer getting what they need more NoSQL databases, microservices, and quickly, which is the primary variable cloud virtualization while adding new The Company customers use to measure customer features and supporting existing service. customers is a balancing act that was a CCT Solutions has the ability to kind of challenge during the initial handle all customer interactions like CCT Solutions also provides its times. The company has attempted to inbound and outbound calling customers with virtual agents who blend in some of the new features to campaigns, web callbacks, callbacks thereby help them to assist customers ensure that there are screen from voice queues, webchat, callbacks and human customer service agents infrastructure improvements by scheduled by agents or customers, and automatically and they can keeping the software architecture outbound SMS campaigns. Therefore, incorporate a video stream with co- similar. it has launched a new range of browsing and screen sharing to help services—ContactPro— the ability to improve the communication 92 FEBRUARY 2021

In addition to this, the company had to Additionally, the organizations that connection be the ones handling non- look for a new way of reporting data use CCT ContactPro are known to real-time contacts such as emails, because analytics for multi-session integrate their CRM and business webchats, SMS/text, and social media handling of chat and email-based applications to provide real-time data customer interactions. interactions presents a new set of directed with screen pops to help reporting data that doesn't exist for agents be more efficient and which The needs for the agent and the agent voice-only call centers. It was a bigger increases the efficiency to gain better desktop have risen as a result of challenge as agents generally work on results. globalization and new techniques of multiple contacts simultaneously and automating client conversation. it becomes quite difficult to collect CCT ContactPro makes sure that the Service personnel require more and report all of the appropriate customer journey information helps context-related information and the timestamps to accurately calculate organizations to identify trends and ability to interact via many channels at customer wait time, agent handle time, opportunities because a detailed the same time to fulfill consumers' and customer response time. reporting of agent handling activities increasing expectations. is a prerequisite for improvement. Products/Services The omnichannel architects at CCT Uwe Kreuter said, “In times like Solutions ensure that the concept, The CCT ContactPro is prone to COVID-19 were supporting a home configuration, and professional project increase customer satisfaction, agent office workforce is critical, having a implementation follow CC Solutions' efficiency, and profits as sometimes multi-channel enabled contact center high-quality standards. Lots of these voice calls are not possible or simply is critical to organizational flexibility. projects rely on CCT ContactPro as an too expensive and thus customers One of the biggest challenges for important component. It enables smart today want other easy options on a enabling work at home agents is the adoptions and provides the necessary computer or a mobile device to internet connection for some home information to the agent for optimal contact organizations. Thus, this offices is not suitable for a good and efficient client engagement. solution is the best fit as it enables the quality voice connection for customer organizations to offer email, video, service. With a multi-channel enabled webchat, SMS/text, and social media contact center, you could have those as interaction channels. agents who have a limited voice www.theenterpriseworld.com 93