Please do not leave this page until complete. This can take a few moments.
According to Rick Porter, responding to a client only when something needs fixing is not at all a recipe for success in the information technology business.
“When they call, they're frustrated and angry,” Porter said. “They're going to have more issues that may take longer to resolve.”
Porter, the president of Worcester IT firm Cinch IT, said the company was founded on the relationships with its clients. Rather than sticking a bandaid on problems as they arise, Porter and his team strive to form synergistic relationships with their clients.
“Even if there are no issues, we just walk around and make sure we get facetime with everybody,” he said.
The company's prices are fixed and their services are all-inclusive, meaning each client gets the same amount of facetime with Porter's staff regardless of the client's technology woes.
“We have the same goals,” Porter said. “We want to have a fixed, dependable price to budget for and staff accordingly.”
That habit of cultivating sound working relationships with clients has resulted in fewer helpdesk calls. When calls do come in, there's no frustration or disgruntlement.
“We've had people call and ask if the helpdesk guy's baby was born,” Porter said. “That's the only reason they called.”
The company, founded in 2004, has grown from a one-person firm to a 24-employee business and an average rate of growth of 30 percent.
Cinch IT has grown its revenue from less than $100,000 to a projected $2 million for 2017, Porter said.
That growth has culminated in the recent $680,000 purchase of a 12,000-square-foot headquarters on West Mountain Street in Worcester. It's a major expansion of the company's former 2,500-square-foot office on West Boylston Street.
“We couldn't fit any more desks in there,” Porter said.
Angela Rocheleau, vice president of Associate Home Care in Worcester, has been a client of Porters for nearly a decade.
Admittedly, Rocheleau is not the most computer-savvy person, but the burden of maintaining her company's servers and network is met completely by Porter's staff.
A Cinch IT employee has been at the reception desk explaining the phone changes after acquisitions and mergers, including earlier this year when there were problems with the phone system after a merger.
“They were really patient about showing up and talking you through it,” Rocheleau said.
Technology problems can make a company – especially in a vital industry like home health care – crumble. However, Cinch IT keeps their cool in times of crisis.
“[Porter] really invests in his customers and helps them as much as they can,” Rocheleau said.
Stay connected! Every business day, WBJ Daily Report will be delivered to your inbox by noon. It provides a daily update of the area’s most important business news.
Sign upWorcester Business Journal provides the top coverage of news, trends, data, politics and personalities of the Central Mass business community. Get the news and information you need from the award-winning writers at WBJ. Don’t miss out - subscribe today.
SubscribeWorcester Business Journal presents a special commemorative edition celebrating the 300th anniversary of the city of Worcester. This landmark publication covers the city and region’s rich history of growth and innovation.
See Digital EditionStay connected! Every business day, WBJ Daily Report will be delivered to your inbox by noon. It provides a daily update of the area’s most important business news.
Worcester Business Journal provides the top coverage of news, trends, data, politics and personalities of the Central Mass business community. Get the news and information you need from the award-winning writers at WBJ. Don’t miss out - subscribe today.
Worcester Business Journal presents a special commemorative edition celebrating the 300th anniversary of the city of Worcester. This landmark publication covers the city and region’s rich history of growth and innovation.
In order to use this feature, we need some information from you. You can also login or register for a free account.
By clicking submit you are agreeing to our cookie usage and Privacy Policy
Already have an account? Login
Already have an account? Login
Want to create an account? Register
In order to use this feature, we need some information from you. You can also login or register for a free account.
By clicking submit you are agreeing to our cookie usage and Privacy Policy
Already have an account? Login
Already have an account? Login
Want to create an account? Register
This website uses cookies to ensure you get the best experience on our website. Our privacy policy
To ensure the best experience on our website, articles cannot be read without allowing cookies. Please allow cookies to continue reading. Our privacy policy
0 Comments