As we look back, we remember this was the year RF-SMART established new ground with our newly developed product for NetSuite and won SuiteApp of the Year!
This was also the year we strengthened partnerships and won Partner of the Quarter with ScanSource.
Perhaps our proudest moment of 2014 was winning Jacksonville’s Best Places to Work for the second year in a row! This award was an accomplishment for the entire RF-SMART and ICS team, and we certainly hope to attain this amazing honor in years to come.
As I looked back at 2014 and all that RF-SMART has accomplished, I wanted to sit down with CEO Michael Morales to evaluate our company’s goals and where we landed in his eyes as the year comes to an end.
So in the spirit of holidays and being transparent (because everyone is honest during the holidays) – here is our Year in Review:
Earlier this year, we shared our 2014 goal of adding value to our customers. As this year comes to a close, where do you feel we landed on this goal? Did we meet it?
MM: 2014 has been a tremendous success in terms of adding value to our Customers. Here is a quote from one of the responses we received this year. “Having been able to smoothly upgrade to the latest version of RF-SMART sets the stage up for us to take advantage of new functionality that will add additional value to our business.” Other Customers have cited improved inventory accuracy and worker productivity. Finally, many of our Customers’ comments relate to our people. They have been delighted in 2014 by our amazing team members.
In your opinion, what kind of value did RF-SMART add?
MM: RF-SMART added value by providing additional functionality to our Customers. We continued to invest in product development so we could meet the needs of our Customers as their businesses grew and changed. Also, RF-SMART added value by following up with Customers to help them implement RF-SMART functionality that did not go live in Phase 1. Many times Customers have a bigger vision for RF-SMART than what is implemented in Phase 1. It is vital we follow up with our Customers to help them achieve that vision in later phases.
Although this never stops being a company-wide goal at RF-SMART, what kind of customer-related goals do we have planned for 2015?
MM: I am excited that in 2015 we are going to focus on measuring what our Customers think of us using the Net Promoter Score (NPS). We want a quantifiable way to measure Customer satisfaction. We plan to measure the baseline number in the 1st quarter of 2015 by surveying our Customers with a version of this simple question. “On a scale from 1 to 10, how likely is it that you would recommend RF-SMART to a colleague or industry peer?” After we determine our baseline NPS score, we will institute strategies to improve the score. Finally, we will survey a percentage of our Customers each quarter to see how we are trending and then make adjustments to move the score higher.
What are your final thoughts for 2014?
MM: We are truly blessed at RF-SMART to be completing the best year in our 33-year company history. Our favorite accomplishment of 2014 was once again being awarded one of the Best Places to Work by the Jacksonville Business Journal. This award is recognition of the great people who work at RF-SMART and our Customers benefit because they are working with happy, engaged RF-SMART team members who love their jobs. Additionally, we expanded to over 115 team members in seven countries, grew the business more than 15%, and maintained a healthy profit margin. Finally, just walking through our lobby in our US East headquarters makes me realize that accomplishments can be measured in many different ways.
This picture shows how RF-SMART is giving back to the community. That is truly an accomplishment!
