Superior customer service and communication skills are essential when providing services where our competition includes internal departments
of our clients. Our management team's collective experience in working with and reporting to clients has resulted in our internal philosophy
of providing the two "C's" to each client: cooperation and communication. Cooperation is achieved when we operate within the capabilities and
parameters of the client, not vice versa. To be effective, we must be able to report data in forms and stratifications commonly used by the
client. Additionally, we must conform to the clients operating hours when performing services on site. Finally, and most importantly, we must
respect the client's internal priorities when setting our own priorities and agendas.
Effective communication is achieved when the client feels informed, important and in control of the process. They must enjoy the variable cost and reduced overhead benefits of an outsource provider but also feel like the information needed and the work being done on their behalf is "only a cubicle" away. Our philosophy is to anticipate client data and progress requests and initiate the communication before the client. In other words, anticipate needs and satisfy the needs before asked to do so. Along these lines, a web site offering clients constant up to the minute customized reports is a major initial operational priority.
The collective experience of our management team in performing and managing several hundred on site projects of various types from start to finish during the past few years has resulted in our philosophy of dedicating higher skilled management and staff on the data capture/review side than our competition does. We've observed on site staff of some of our competitors consisting of one manager and a host of local temporary employees who are charged only with scanning or copying source documentation for delivery to the competitor's office. By employing higher skilled resources on site we are able to identify inaccuracies in client or custodial data or reports, search additional locations or files for missing or incomplete data and get a better feel of the operating procedures of the client or their custodian. We have found this "feel" to be invaluable in working with the client down the road in completing the transaction. Finally, our on site management and staff displays a higher degree of professionalism in terms of behavior and appearance which can be a critical factor when the on site work is to be done at the offices of trading partners or other service providers.
Obviously, employing a more skilled and experienced on-site staff will result in higher initial operational costs. However, our experience is that these costs are more than offset by the higher production offered by our skilled staff. Another area where we feel we maintain an edge over our competitors - our due diligence and post closing Information Technology (IT) systems and the management of those systems.
Effective communication is achieved when the client feels informed, important and in control of the process. They must enjoy the variable cost and reduced overhead benefits of an outsource provider but also feel like the information needed and the work being done on their behalf is "only a cubicle" away. Our philosophy is to anticipate client data and progress requests and initiate the communication before the client. In other words, anticipate needs and satisfy the needs before asked to do so. Along these lines, a web site offering clients constant up to the minute customized reports is a major initial operational priority.
The collective experience of our management team in performing and managing several hundred on site projects of various types from start to finish during the past few years has resulted in our philosophy of dedicating higher skilled management and staff on the data capture/review side than our competition does. We've observed on site staff of some of our competitors consisting of one manager and a host of local temporary employees who are charged only with scanning or copying source documentation for delivery to the competitor's office. By employing higher skilled resources on site we are able to identify inaccuracies in client or custodial data or reports, search additional locations or files for missing or incomplete data and get a better feel of the operating procedures of the client or their custodian. We have found this "feel" to be invaluable in working with the client down the road in completing the transaction. Finally, our on site management and staff displays a higher degree of professionalism in terms of behavior and appearance which can be a critical factor when the on site work is to be done at the offices of trading partners or other service providers.
Obviously, employing a more skilled and experienced on-site staff will result in higher initial operational costs. However, our experience is that these costs are more than offset by the higher production offered by our skilled staff. Another area where we feel we maintain an edge over our competitors - our due diligence and post closing Information Technology (IT) systems and the management of those systems.