Martin and Associates, a consulting firm headquartered in Cincinnati, Ohio, has provided business management technology solutions since 1988. The company sells, supports and enhances industry-leading applications, including Sage MAS 90/200, MAS 500, Sage Saleslogix and SageCRM. Jeff Rose, director, heads up staff and customer management, customer solution development, technical sales and business development.
MAPADOC: Martin and Associates has been a very strong practice for many years. Why do you think clients stay with you and what do you do to help ensure their continued loyalty?
Jeff Rose: The technical knowledge and depth of our company is a strength that has allowed us to provide encompassing solutions for larger companies, and companies with complex requirements. This strength has also allowed us to implement sophisticated solutions for smaller companies in a much more cost-effective manner.
At a high level, we've been successful over the years by retaining quality staff, promoting an environment of continual education for staff, aligning ourselves with quality products and vendors, and maintaining a culture focused on customer service.
Our "engagement team" approach makes initial implementations, future projects and ongoing support go smoothly because of the familiarity the team and the client both gain by working with each other. Our team approach, coupled with our marketing and communication activities heavily geared toward existing clients – quarterly lunch and learns, annual user conferences and "health check" calls –helps increase customer loyalty, but it can always be better!
MAPADOC: How do you explain EDI to customers to help them understand how MAPADOC integrates with MAS?
Jeff Rose: EDI has been around long enough and information is so readily available that most companies making buying decisions concerning EDI already have a basic understanding of what EDI does and how it works. I try to focus on the customer's processes and the requirements of their partners so I can present a vision of how the system will look and how their process will change with MAPADOC.
MAPADOC: How does MAPADOC help increase your value as a solutions provider?
Jeff Rose: MAPADOC allows us to maintain clients who are required to exchange EDI documents with their customers. We are also able to help our clients sell their products and services in marketplaces they wouldn't otherwise be in without EDI capabilities.
MAPADOC: What is the reaction from your customers when they realize the benefits MAPADOC brings to EDI?
Jeff Rose: Oftentimes, our clients do not have a choice whether to implement EDI if they want to retain their customers. However, the clients who embrace the technology typically are the more competitive, successful companies. They use their new system capabilities to find new markets and customers.
Here's an example. One of our newer clients was dealing with a large home improvement customer, using a system that used a "rip and read" EDI solution. After little growth in this market, management made it a focus to expand in this area by developing partnerships with several 3rd-party logistics (3PL) companies around the country. By implementing Sage MAS 200 with MAPADOC, the client was able to handle hundreds of daily transactions related to documents going to and coming from 3PL partners and customers.
MAPADOC: What is Martin and Associates' biggest challenge for 2010?
Jeff Rose: Our biggest challenge will probably be making sure we are ready to help clients do "more with less." In 2010, our customers and prospects will try to come back to the stability and profitability they had a few years ago. With our business and technology expertise, we are in a great position to help our clients accomplish their goals.
