Behind the Scene of Great Customer Experience: Sales and Operations with Rob True

Contemplating the question “How do they do that?”, is the core purpose of most businesses to create and deliver value to their customers while optimizing their frontstage/backstage processes as well.   In today’s episode of the Access Points Podcast, our host Mike Kelly will share an insightful conversation with today’s guest, Rob True. They will focus on the front stage and back stage operations and the context of how that relationship works between sales and operations. They will also talk about how bridging the gap between these stages helps members of the organization find significance in their efforts and contributions. Most importantly, how Access E-Forms refined and focused on these relationships in delivering value to their clients.   Rob True is the Director of Strategic Alliances at Access E-Forms. With 20+ years in business development under his belt, Rob has established numerous relationships in the healthcare world. Through his vast exposure to a great number of technologies, he has an unrivaled understanding of customer challenges and the ecosystem of companies that can collaborate to meet those challenges.   Access E-Forms is the world’s leading electronic forms management, automation, and workflow provider. Their solutions transform any paper-intensive forms process into a paperless, collaborative one. They are committed to enabling change through innovative technology – creating paperless and paper-light processes with green technology, improving work environments by making people’s jobs easier, and allowing organizations to communicate more effectively.   Enjoy!   Favorite Quote   “From a customer service point of view, you're not just competing against in our area, other healthcare IT support organizations. You're competing against every support organization because of customer service, people get in all walks of life every day. And the people that succeed in doing that, they set a certain bar. That's the bar we have to meet the number one.”                                       -Rob True   In this Episode   2:15 - What front stage and back stage look like for operations   5:30 - His perspective of success in relation to the operations side   9:21 - The rationale of why his team continuously enhance their operational skills   13:12 -  The benefits of having the best practice and proven processes in business   15:43 - How they manage the challenges of providing support to the different needs of customers   20:08 - The key to how Access E-Forms became on top of the game among competitors   23:11 - How Access E-Forms as an organization bridge the gap between members of the front stage and the backstage as well as their significance with one another     Visit Access E-Forms: Website Facebook LinkedIn Twitter     Click here to listen with Access Points Podcast