Test5 May, 2015 By: Aaron Dyck, LMI Solutions
Recently presented imageSource Magazine’s 2015 Perfect Image Award for Dealer of the Year at the annual ITEX Conference & Expo, Prosource has an enterprising “story to tell.”
Prosource has been committed to aggressively growing its business through geographic and portfolio expansion for 30 years. Company focus on growth through expansion has shifted to growth through culture, a type of growth few companies are able to accomplish.
“Our culture aligns with our passion to serve three groups – our customers, our community, and our team. If we focus on these three things, the aggressive growth we want to achieve will follow,” says Prosource President & CEO Brad Cates said.
By fostering a culture of people who genuinely care about their customers, their communities, and their team, Prosource has experienced significant growth in the form of geographic expansion, portfolio innovation, community involvement, and team member engagement.
Culture of Customer Obsession
At the core of Prosource’s customer-obsessed culture is the TotalPro Experience that encompasses a six step process, a customer satisfaction guarantee, and an escalation program. The TotalPro Experience, Prosource’s pledge of excellence to their customers, is their commitment to quality, service, and improving their customer’s business. This comprehensive six step approach to identifying customer document needs and exceeding their expectations ensures that Prosource gets the job done right from start to finish.
The TotalPro Experience is backed by the TotalPro Guarantee, Prosource’s unique commitment to customer satisfaction in writing. If a customer feels that Prosource has not met or exceeded expectations, they will immediately make things right.
Prosource gives their customers TotalPro Attention, an escalation process for resolving critical issues. When an issue is logged, their customers have their total attention. From their CEO to their technicians, the team is alerted, aware, and immediately begins to resolve critical issues within 15 minutes. Prosource’s executive team follows the issue through completion.
Culture of Growth
David Russert and Ted Cook founded Prosource under the name Cincinnati Copiers as a document hardware and solutions company in 1985. Today, Ben Russert resides as Chairman and second-generation owner of the business, with Brad Cates serving as President & CEO since November 2012. In 1990, Prosource expanded to Dayton and became Pro-Copy Technologies. The rapid growth experienced from 1990-2005 prompted rebranding and a new name, Prosource.
To continue with the vision of being a total document management provider, Prosource acquired DocuVision in 2011. This acquisition enabled Prosource to expand its document solutions offerings. Today, DocuVision is now fully integrated into the Prosource brand, serving under their Document Automation products and services category.
In 2013, Prosource acquired Infitech, an IT solutions company based in West Chester, Ohio. This acquisition expanded Prosource’s portfolio to providing information technology services to customers. Today, Infitech resides under the Prosource name, serving under their Technology Solutions products and services category.
In 2014, Prosource continued expansion by opening offices in Louisville and Lexington, Kentucky. This strategic growth allowed Prosource to provide the same superior products, services, and solutions to businesses in Kentucky as they have done for the last 30 years in Ohio.
To continue providing best-in-class products and solutions, Prosource revamped their managed services offerings. In 2014, CompleteIT, an individually tailored technology approach that fits any business strategy, was born. This comprehensive, unique offering gives customers access to exclusive resources that helps businesses excel every day.
Prosource’s commitment to providing customers with state-of-the-art products and solutions led to the enhancement of their established Managed Print Services program. The new solution embodies a proprietary 5 Step Managed Print Services Assessment Process that includes qualification standards and guidelines for the Prosource sales team to use when assessing a prospective customer.
To build upon Prosource’s aggressive growth strategy and commitment to portfolio innovation, Prosource acquired Alternative Computer Technology, ACT, in 2015. This acquisition enhanced their already established Technology Solutions portfolio with best-in-class internet security services.
Culture of Philanthropy
Prosource’s culture of philanthropy comes from Chariman and Owner Ben Russert’s pledge to civic involvement and giving back. Ben’s contribution and commitment to ProKids, an organization that mobilizes the community to break the cycle of child abuse and neglect and provides a nurturing home for children, influenced Prosource’s commitment not just to the community, but to children and eductaion specifically.
“As individuals and as a company we have a responsibility to better our communitites. We recognize this responsiblity and we have made an impact on our community through giving our time and other resources. Our promise to give back to our community, specifically to organizations and programs that support children and education, is one we intend to keep,” Owner Ben Russert said.
Through the years, Prosource has been incorporating programs that offer team members opportunities to give back to the community through organizations and programs committed to children and education. Four programs that have rooted in Prosource culture are St. Joseph Orphanage Christmas program, Casual for the Cause, Adopt a Class, and Impact Day.
Since 2003, Prosource and team members have partnered with St. Joseph Orphanage. One way in which they partner is by generously providing Christmas presents each year to nearly 300 children receiving services from the St. Joseph CARE Case Management Program. Prosource team members provide the gifts, and any gifts that cannot be fulfilled by team members are fulfilled by Prosource.
Founded in 2008, Casual for the Cause is a program that allows employees to wear jeans on Fridays with a donation to a fund. Each month Prosource takes these donations and matches employees contributions. The combined amount is then donated to the specific charity of the month. To date, Prosource has donated over $100,000 through this program.
In 2014, Prosource partnered with Adopt a Class, a group mentoring experience that connects business and civic groups with students, inspiring a corporate culture of teamwork, philanthropy, and hope and a future vision of what is possible for the youth in the community. Through Adopt a Class, Prosource has been actively involved with a first grade class at Olyer School in Cincinnati, Ohio. Every month, Prosource team members visit the class and provide team building activities and character education.
Because of Prosource’s deep commitment to providing team members with the opportunity to engage with organizations in the community both in and out of work, they provide their team the opportunity to take one full, paid workday per year to dedicate to their organization of choice. Impact Day, founded in 2014, is a company-wide initiative that encourages team members to add value and make lasting and positive impacts on the community. The program provides additional opportunities for our team members to leverage their unique skills, talents, and values in a wide-range of projects.
Culture of Education
Prosource’s goal is to make team members feel like “going to work” has a bigger meaning – it’s a place where camaraderie is formed, where relationships are built, and where teams are successful. They believe that feeling a sense of belonging, of truly feeling a part of a team, is key to building successful, happy teams. To foster a culture that encourages team members to build their skill sets, Prosource provides on-site onboarding training, professional development opportunities through Prosource Academy, and personal development courses.
Prosource is committed to providing the best onboarding experience possible. All team members, regardless of role, attend training sessions that teach Prosource history, mission, values, and culture. Tailored training that is specific to each role within the company is also provided, ensuring that everyone receives the appropriate training needed to be successful. Prosource’s exclusive onboarding experience also encompasses an opportunity to talk one-on-one with Prosource executives and key people within the company.
Prosource provides their team members with additional training and resources necessary to make an impact on their customers and in their company every day. As a commitment to fostering a culture of continued professional development, Prosource offers access to exclusive courses that allow team members to build upon established and acquire new skills through the Prosource Academy. Prosource Academy, an internal training and education program, offers nearly 200 courses for team members to explore developmental opportunities and career advancement. Courses combine Prosource’s custom sales and service curriculum with supplemental training from Lynda.com and Harvard University. Prosource’s exclusive courses provide team members access to state-of-the-art professional courses that help team members understand their business, their partners, and their offerings. These courses also teach critical business skills that enhance professionalism and communication.
Along with professional development courses, Prosource also offers team members personal development opportunities through educational sessions that focus on topics such as fitness, living a healthy lifestyle, kicking bad habits, establishing healthy habits, among others.
A Plan for the Future
Prosource is focused on building a great business. A business that puts customers first, that truly impacts the community, and that creates an environment where team members can grow and thrive. These are the values and priorities that have allowed Prosource to grow into a market leader over the last 30 years. This is the culture that will propel Prosource into the future for its next phase of growth and transformation.