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Peggy Wilson has made a big difference to a major customer - Smart Systems for Health Agency (SSHA). She created value for SSHA by leveraging the engineering, security and general technical expertise to assist this customer in exploring different solutions. This promoted the Company’s relationship with SSHA from simply a “vendor of record” to one of a partner organization, all while generating extra revenue for MTS Allstream. Peggy’s success was due in part to her advocation for SSHA’s requirements within MTS Allstream, to change, build, implement and produce exactly what the customer needed. SSHA is a non-profit government agency with business goals directed towards electronically and securely sharing health information. For the protection and integrity of their network, SSHA sets their vendor expectations extremely high. As such, it is extremely important that delivery of services is made exactly to specification, with little room for error. When Peggy started working on this account as the Client Service Manager in 2004, it was invoicing close to $0/month. The initial project outline was based on an order that did not meet its potential, leaving the Company at a loss when revenue did not match costs and resources. Thus, internal resources were limited, yet the planning and design challenges from the customer continued to escalate. To grow the project/customer, Peggy took on the responsibility for technical and design projects such as a satellite solution, new model office configurations, customer portal design, user acceptance testing and training. Since the services being delivered were non-standard, there were few internal processes to support the incoming orders and/or deploy the services. Peggy developed a business case and she was able to attain the resources to hire a team of contractors to fulfill and ship out the orders. She oversaw all aspects of the customer’s experience including order tracking, deployment, end-user satisfaction, MTS Allstream vendor relations, change management, procurement and invoicing. Peggy didn’t just take the customer’s requests back to various departments to see ‘if’ something could be done, she was finding a way to get it done for the customer. As a result, SSHA has grown to be in the top 10 of MTS Allstream’s largest grossing customer accounts. Business with SSHA has grown beyond the original bid that was won for ‘ewan’ service. It was SSHA’s desire to keep MTS Allstream as a continued business partner. Thus, an ‘enhanced ewan’ service was developed and is being deployed. This service is closely aligned with the Company’s core business with a much greater potential for profit with each circuit installation. Peggy was the keystone of the Client Services team serving SSHA. Peggy set the bar of customer excellence by becoming the voice of the customer to overcome internal challenges. |