Sherman Technologies valued clients include: MHN, Inc., Value Behavioral Health, Inc., Airgas Direct Industrial, MatureWell, Inc., Computer Associates, Quicksilver, Inc., Merrill Lynch Private Client Group, Software Technologies, Kaiser Permanente, Rutland Tool & Supply, Inc., American Red Cross, Premier Health Care, Inc., American Honda Finance Corporation, Star West, Inc., Seaside Printing, Inc., and many others.

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Quiksilver, Inc., the surfing apparel company, had outgrown their current corporate headquarters and acquired a new building across the parking lot from their primary distribution center for the new corporate headquarters. The current telephone system and its software features and functionality were insufficient and limited to 250-port capacity. With no call center application software or call reporting functionality, Sherman Technologies implemented intricate programming to automatically deliver sales calls just like a call center application. The Director of Information Technology received a bid for a new telephone system at a cost of $350,000.00 and requested Sherman Technologies to review provide a recommendation. Quicksilver also mentioned that the build-out of the new headquarters was over estimated cost and was unsure if they could support additional “technology” changes. Sherman Technologies first identified Quiksilver’s needs: a “true” call center application, and 450 additional ports. Instead of purchasing a new telephone system, Sherman Technologies recommended a system asset swap, additional software features (including a feature rich call center application and call reports), refurbished hardware additions to add 400 telephones and 50 telephone lines. Proceeding with Sherman Technologies recommendation enabled Quiksilver to finish the headquarters project at budget, saving approximately $290,000.00.

A nationwide brokerage firm was seeking telephone system administrator training for their employees. Their telecommunications system service provider referred them to Sherman Technologies who had previously provided this type of training. During the on-site training session, we discovered that the client didn’t want to be trained, but rather have Sherman Technologies perform all their moves, adds and change requests. We now provide support for two of their facilities, with no additional staff required.

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Managed Health Network, Inc. (MHN) is a managed mental health giver who provides 24/7 coverage for contracted employee groups in mental crisis. They had a rapidly growing clientele and two large neglected telephone systems. Calls were getting “lost”, clients were complaining of extended hold times, and reports affirmed call abandonment was at five percent. The average speed of answer was 90 seconds where industry standard was less than three percent abandonment and average speed of answer was less than 30 seconds. As the telecommunications administrator, I re-designed, standardized and rebuilt the call center application, provided ongoing training, automated back-up toll free disaster/busy call routing, “ring no answer” re-route, extensive call reporting and redundancy. Shortly after this successful implementation, MHN moved their New York facility and acquired Health Management Center where I replaced the call center technology to match the new standards. The following year, Foundation Health Systems acquired MHN not only for their claims technology, but also for their outstanding performance in their new call centers that now had less than one percent abandonment rate and an average speed of answer less than 20 seconds.

Alethea Caldwell, the former COO of MHN, founded MatureWell, Inc., a new healthcare paradigm for the aging. Sherman Technologies was contacted to fast track an advanced call center application for the new company. The requirement was to build 5 years growth potential, and 250-station capacity on a $100,000.00 budget. Sherman Technologies investigated solutions, negotiated the telecommunication and data service contracts, ordered equipment and coordinated station cabling. We installed, programmed and trained the users on the call center application, on time and on budget. We remotely administered the system’s moves, adds, and changes as well as repair coordination with the local service provider.

Ms. Annie-Claude Sanchez of Value Behavioral Health, Inc. (VBH), a managed mental health provider, found Sherman Technologies through a mutual business acquaintance and requested a review of their call center application. VBH was experiencing skewed call center reports. Customers complained about long hold times, unanswered calls, calls getting lost and numerous transfers. Reception complained about increased call volume. Sherman Technologies diagramed the current call center application and compared it to the business model. Sherman Technologies discovered that the call center application had not changed to accommodate the “new” business model, which was implemented six months earlier. We contracted with the service provider to change the call center application to accommodate the new way of doing business, trained the staff, and the reports began to accurately reflect the call center workflow and business model. Customer complaints dropped, hold times diminished, average speed of answer improved, and abandonment rates fell to tolerable levels.

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Honda Finance, the captive finance subsidiary of American Honda Motor Company, has nine regional centers nationally servicing over 1 million customers. With unprecedented growth, their Corporate Telecommunications and Facilities Department did not have sufficient technical expertise to meet their current and future business demands. Sherman Technologies was contracted to supplement the current Telecommunications staff. Sherman Technologies extensive technical expertise in the Siemens 9751 9005 CBX and Phonemail systems as well as local and national telephone service provided almost instant relief. Sherman Technologies updated all of the current systems documentation, evaluated and completed the more complex MAC requests that were previously dispatched to Siemens, evaluated and recommended cost savings on each annual maintenance contract and provided product and service evaluations and recommendations in a timely manner. Sherman Technologies worked closely with the Assistant Manager to further refine call center standards and to develop the paradigm in preparation for the company’s plans for Computer Telephony Integration. Sherman Technologies was the project team telecommunications representative for one office’s expansion and remodel and four office relocations and also was a team participant in the Y2K compliance project.

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