Combining Technology and Training to Accelerate Your Company’s Change
Creating change throughout a company can be incredibly difficult work. Most of the time, it’s done through extensive training and education of company employees, with specific guidelines for how they do their jobs, the setting of goals and measuring performance.
“It’s all about changing behaviors when you want to do something different,” says John Cerasuolo, President and CEO of Nashville’s ADS Security (one of the ESX 2013 All-Star Host companies).
When the company decided around four years ago that they wanted to make some changes and focus in on some specific areas to improve, they decided to take a two-pronged approach to change. The traditional behavior and education changes were needed, but they implemented technology to help the process happen quicker and more effectively,
“Technology today gives us the opportunity to accelerate that change much more quickly, to manage it much more closely and to drive results a lot faster,” he says.
“The soft side of that is training technicians on customer service skills and re-enforcing the behaviors you want them to have,” explains Cerasuolo. “The technology side, for us, was a feedback system for customers to get customer surveys very quickly after an install was done.
“That gives us the opportunity to manage that process, to evaluate it, to make mid-course corrections much more quickly and the combination of the training and the soft management stuff and the technology helped us to get to results much more quickly than we would have otherwise.”
During ESX 2013, Cerasuolo and Patrick Ritter, the company’s Vice President/Controller, explained how they’re using technology to create change during the session “Driving Organizational Change through Technology.”
Over the past four years, ADS has invested in software and done some custom work of their own to fix internal problems, provide a better experience for their customers and manage their business better.
“That’s the strength of finding ways to marry the great technology that’s available today to the goals that you each set in your organizations,” says Cerasuolo.
For a large regional company working in a number of markets, making change happen isn’t easy - but ADS is sharing how they’ve done it.
To find out how they’re using technology, you can watch the entire presentation from ESX 2013. The entire presentation is available to watch in ESXperience, the premium member-only content area. It’s free for security integration and monitoring companies.