Perceptis LLC – Bill Bradford, founder & CEO
Q: Give us an example of a business challenge your organization faced, as well as how you overcame it.
Challenge: Raising investment dollars in Cleveland for a services business which would help Perceptis accelerate the introduction of additional solutions and build out service delivery with the increase of new clients.
Solution: With an aggressive team effort and great help from KeyBanc, Perceptis received $6 million in expansion funding from Frontier Capital. Frontier is a private equity firm providing growth equity to technology enabled business services companies.
Q: In what ways are you an innovative leader, and how does your organization employ innovation to be on the leading edge?
As a provider of help desk and customer support services to higher education, we go beyond the traditional help desk support provided by our competitors. We believe that great customer service and great customer satisfaction are the minimum requirements for any engagement. It is what we can do beyond answering the phone that will be of greatest value to each institution.
Our view is that one size does not fit all. We create solutions that use common elements but are customized to the institution-specific needs and goals of our client partners.
Our collaborative approach is designed not as a competitive response to those firms who sell a service and then disappear until the contract requires renewal. Rather it is designed recognizing that great service is a team effort. Our team truly becomes part of our client’s teams with everyone pulling on the oars.
Finally, our focus on data collection, rich business intelligence and root cause analysis assures a service model that continuously improves with time. With the collection of data, we identify top issues, and then collaborate with our clients to discover root cause, provide solutions and help improve their business processes.
In the end, the customers reap an exceptional service experience.
Q: What is the greatest lesson you’ve learned and how have you applied it?
Pick your market and capability and then concentrate on that. Be ruthlessly focused.
Q: How does your organization make a significant impact on the community and regional economy?
Perceptis holds a core mission of “Local Sourcing.” Local Sourcing is the concept of creating great jobs in the communities in which we work and live. We have been able to leverage this model in retaining and growing jobs in Cleveland, Phoenix and Boston.