The company assists clients at every step of the solution implementation journey. In an interview with CIO Applications, Rick Bastinelli, the president of Centric Business Systems, speaks about the latest trends and challenges that CIOs face today and how can his company help.
What are some of the trends that will have an impact on the workflow solutions space and how is Centric Business Systems planning to leverage these trends and evolve?
We expect the trend in the digital workflow to continue to grow and expand. A few decades ago, almost everything was done manually. If you needed something, you filled out a form and submitted it to the correct person, who would then file that form, where it would go to another department and so on. This is an example of a manual workflow. Today’s businesses prefer to speed the process of locating and distributing files by taking advantage of digital workflow services such as the solutions we provide at Centric. As more companies seek to optimize their workflow and increase operational efficiencies, Centric can provide the software solutions and support to effectively implement and manage a digital workflow environment.
Another trend in the solutions world today is the increase in cloud growth and adoption. Utilization of cloud-based technologies, applications and storage is drastically affecting today’s workflow environments. Employees have the flexibility and ability to access their resources from virtually anywhere. Additionally, network backups and storage requirements are lessening as these cloud-based solutions are creating real-time backups without special limitations.
The automation of document capture is also improving workflow in organizational environments. To create a digital workflow, most organizations require automating all of their paper files. In order to do so, document capture and data extraction can streamline the process immensely. Centric’s solutions include capture automation that can scan information to extract critical information and intelligently route documents to the appropriate workflow and users.
What are the challenges that the CIOs face today, and how is Centric Business Systems effectively addressing these issues?
CIOs are always looking for ways to improve efficiencies that also can be deployed in a short amount of time. They are looking to optimize the workflow in their environment and do so with limited impact on end-users. It’s important for Centric to offer scalable solutions without losing functionality.
We take an educated, informed, and consultative approach to each situation that focuses on our client and the needs of their organization
Centric Business Systems is an organization that prides itself on our relationships with our customers. We take an educated, informed, and consultative approach to each situation that focuses on our client and the needs of their organization. Each of our solutions is tailored to incorporate cutting-edge technology with the goals and strategies important to their environment.
Our goal is to improve operational efficiency, and we are passionate about finding the small details that transform a document management solution into a true game changer.
What are the factors that steer Centric Business Systems ahead of the competition?
At Centric, customer service is not an action; it is a philosophy that is embedded in our culture to ensure that customers are provided with outstanding service. First and foremost, Centric approaches each client and prospective client relationship from a consultative standpoint. Our goal is to build a relationship in which we can support the growth and sustainability of the organizations we serve. Our team is dedicated to evaluating the client’s entire environment and workflow, finding ways to optimize their document performance and workflow processes, thus implementing lasting solutions that evolve alongside the client and their technologies.
Secondly, our team is dedicated to responsiveness. Our clients appreciate that all members of our team effectively communicate to them in a timely fashion. Throughout the sales process, our team of highly trained account executives and specialists can provide a single-source solution for all of our clients’ document management needs to streamline their operations and control costs effectively. We have dedicated specialists that support our clients and our sales team with expertise in software, production, vertical markets, wide format and facility management.
Centric also employs a dedicated team of trainers who provide initial training and ongoing support on all products and solutions that we deploy. When client concerns arise, our Customer Care Center is equipped with a team of expertly trained professionals who can assess the situation and provide timely reconciliation to any issues. If technical support is required, our field service team guarantees a customer call within two hours to troubleshoot and potentially resolve any issue. When onsite visits are required, we offer a four-hour response time from factory-trained technicians who pride themselves on positive customer experience. Through continuous evaluation of field technicians’ inventory and territory configurations, we can ensure a high level of first-call effectiveness, which supports our outstanding client retention rates.
Overall, Centric provides an uncompromising commitment to customer service through outstanding people. Every new employee goes through extensive training, development and on-boarding. Our senior leadership team provides engagement at all levels of the customer experience. All team members exemplify our corporate culture, which is the foundational key to executing that commitment. And we reinforce that culture with a variety of employee award and recognition programs to encourage that everyone is dedicated to providing top-notch service to our customers.
What does the future hold for Centric Business Systems?
Centric is a rapidly yet strategically growing company. We have become a leader in our industry because of our philosophy of client relationships, our commitment to customer service and our focus on our employee experience. Our future is bright. We are always looking for opportunities to acquire organizations with a similar business philosophy and employee culture. That could come in the form of our existing footprint or establish us in new markets.
Our business is continuously evolving from a technology standpoint. We partner with the leading manufacturers and developers in the industry to ensure that we are providing state of the art resources and applications to our clients.