MSP 501 Profile: Ubisec Systems Focuses on Company Culture, Remote Security
… all the remote challenges that come with working from home. Those come in the form of distractions, uncomfortable work environments, family member conversations, etc. Basically, these are things that can detract from our performance. To accommodate, we have team members come into the office on staggered days to both accommodate the sheltering requirements while still maintaining social distancing guidelines (as of this writing, California allows for essential business offices to open) as well as provide a change of pace to re-establish work culture at some level. It’s not perfect, but we are adjusting/pivoting as necessary, all the while maintaining our high levels of quality service for our customers.
CF: Have you ever turned a nightmare client into a dream client? Tell us how.
ES: We had a customer who was very reliant on their phones to be able to communicate efficiently and effectively with customers and remote workers. A dropped call meant potential lost business. The customer previously had a digital PBX with analog PSTN lines. The age and inflexibility of their PBX caused many issues and the lack of visibility into their problems made it very difficult to troubleshoot. Their previous provider was not skilled enough and did not have the tools to be able to effectively manage and monitor their PBX. As a result, they experienced bad call quality and constant dropped calls. This made the business owner very frustrated and things became a bit heated. When we eventually engaged the customer, she was initially very skeptical and was resistant to thinking there was a solution to her problems. She had grown to believe this was the norm for these technologies.
So, in the beginning, the built-up tension caused some difficulties. However, we successfully implemented an IP PBX with SIP trunking solution that provided all the flexibility, quality, visibility and monitoring that she needed for her business. Over time, we sensed that she was warming up to us. Over the years, her trust has been restored due to the experience with a company that delivers on its promises. This customer has become one of our most important and valued customers. It was all due to our commitment to quality and excellence in all that we do.
CF: If applicable, why are you a business owner instead of working for someone else? What is the allure of entrepreneurship to you?
ES: Years ago, when we started Ubisec, we had a dream of building an IT services company that delivered excellence and high-quality services and solutions with honesty and integrity. Over 15 years later, I can ecstatically say that we are achieving this goal every day. We have often foregone a large project or additional revenue knowing that the problem could be solved much simpler and more economically. That’s why our customers trust us and keep coming back to us.
Running Ubisec is an incredible blessing. I am thankful to have customers and employees that believe in what we do and why we do it. Sometimes, when times are challenging, you do reminisce about how simple and fun it was to work for someone else. But then, I realize what a great mission and calling we have and the memory quickly dissipates. Besides, it’s even more fun to shape the company into something exciting for everyone involved. In the end, owning a business is an enormous responsibility with many rewards. Most of those are the ability to shape and build the organization into something you believe in, are proud of and can serve others with.
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