Want to Elevate your Service Level? Listen to the Voice of the Customer.

“The best advertising is done by satisfied customers,” as famously stated by American Marketing author, Philip Kotler. So, it should come as no surprise that meeting customer expectations and driving customer satisfaction continue to be the number one priority for businesses. But what’s most important to note is that customer satisfaction should always be a moving target – if you’re fortunate enough to have “achieved” it at one point in time, you’ll simply have to aim higher the following year.


Customer Service: Then vs. Now


Historically, the concept of customer service applied primarily to companies who provided their customers a service offering. Organizations that produced goods had different things on which to focus – from manufacturing to supply chains to distribution.

But that was then.

In recent years, however, there has been a paradigm shift. The focus on customer satisfaction seems to be equally as strong in both product-producing companies … Read more...

Our Upcoming Expert Connect Session: Elevate your Business Continuity Program with Mobile EHS Technology

Someone once said: “Commitment is the ignitor of momentum.” When it comes to our recently launched Expert Connect series, those words definitely ring true.

Designed to provide attendees with an exciting experience based on the exchange of ideas, experiences and industry knowledge, our Expert Connect series is a true testament to our continued focus on trying to provide our customers, prospects and community with a breadth of experiences.


Introducing Our Second Session: Elevate your Business Continuity Program with Mobile EHS Technology


We’re elated to announce our second session, Elevate your Business Continuity Program with Mobile EHS Technology, which will be held on Wednesday, September 30th!

This session will demonstrate the importance of optimizing your mobile tech strategy within your business continuity plan. Attendees of this session will learn:

  1. Advanced methods for collecting and analyzing data to ultimately make sound insight-driven decisions.
  2. Techniques and tools to help maintain two-way communications
Read more...

How to Enhance RFP Preparedness to Ensure a Smoother Journey to Completion: A Quick and Easy Approach

“By failing to prepare, you are preparing to fail,” is as timeless and universal as it gets.

While preparation does take work – at least upfront – it usually makes the rest of the journey smoother and shorter. In sum, it can lead to a more successful outcome, which is the objective of all business plans.


RFP Preparedness for ESHQ Software Procurement Projects: The Essentials


With budget season only a short distance away, procurement projects for the following year are also ready to start. As expected, software solution projects in ESHQ follow the same approach. Once you’ve figured out the basics—the budget, business and technical requirements and timelines—you can get right into the industry or sector-specific requirements.


With EHSQ software procurement projects having specific considerations, it’s important to know exactly what your organization requires to meet your ESHQ goals. The next logical step is to determine the real capabilities and … Read more...

RFPs Help You Compare Apples to Apples in Your Search for Solutions

Top companies embrace change as an opportunity to transform their business and beat the competition. They actively research, procure, deploy and manage new hardware, software and services to lower costs and increase revenues. Creating a request for proposal (RFP) often is an early step in finding solutions to your organization’s pain points.

RFPs standardize project specifics such as goal(s), scope, timeline and budget for potential vendors, and ensure you are comparing apples to apples. RFPs are a common best-practice for procurement by private and public companies and governments. In fact, the average public sector organization runs 18 RFPs a year.

“Major changes to your business require an expenditure of resources, including what can be a significant investment in time and money. The return on your investment should be EHSQ software that spans the gaps across functions and can connect with other systems at your organization that are part of production, … Read more...

Preserving Longevity: Building a Business Continuity Plan Based on ISO 22301:2019, ISO 31000:2018 and Best-of-Breed ESHQ Software Solutions

In the words of Charles Darwin: “It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is most adaptable to change.”

This applies to the business world where we see organizations that not only have adapted to but thrived in change or disruptions. Further, this brings to light the evolution of and significance of the concept of business continuity.


Unequivocally Essential: The Importance of Business Continuity Planning in Determining Risk and Supply Chain Resilience


As the effects of the COVID-19 outbreak to the global supply chain system have been nothing short of catastrophic, business leaders, particularly those with complex supply chain systems, have had to put solid efforts into examining the way they operate their businesses and possibly revisit their business continuity plans.

In some cases, this requires stepping back and looking at the plan not only from a … Read more...

Introducing Expert Connect: Our Monthly New Knowledge Exchange Forum

As the saying goes: “Tell me and I forget, teach me and I may remember, involve me and I learn.”

That’s precisely the idea behind Expert Connect, our virtual event series designed to provide attendees with an exciting experience based on the exchange of ideas, experiences and industry knowledge. This is a true testament to our continued focus on trying to provide our customers, prospects and community with a breadth of experiences.

“There’s something refreshingly different, yet impactful, about learning through free-flowing dialog,” says Scott Gaddis, Vice President and Global Practice Leader, Safety and Health at Intelex. “It lends itself to heightened collaboration and ideation, which is ultimately our end-goal.”


Learning through Dialog: Expert Connect in a Nutshell


Now that we’ve provided context, let’s take a look the key details.

Each session will:

  • Be facilitated by a moderator from Intelex, an industry expert and a panel of specialists.
  • Consist of
Read more...

Learning through Proven Methods: Driving Business Resiliency by Applying Best Practices in Lean

Despite juggling competing priorities, building resilient systems and processes within their organizations continues to be top of mind for business leaders today and is anticipated to be so for the foreseeable future. As such, the first logical step is to turn to existing methods and approaches that have been proven to be effective—of these, lean is a strong contender.


Starting from the Beginning: The Definition of Lean


Defined as “a way of providing maximum customer value while minimizing effort, equipment, time, and waste in the production system,” lean is based on five principles:

  1. Value is defined according to the customer’s perception of it.
  2. Organizations must map the entire value stream and eliminate anything that doesn’t contribute to customer value.
  3. Products and services must flow smoothly to the customer with no interruptions.
  4. Customer requirements pull value upstream along the process.
  5. Perfection with no waste is the goal of the production system.
Read more...

Your Business Continuity Toolkit: A One-Stop Destination to Drive Business Agility

As the age-old adage goes, “a goal without a plan is only a wish.” Interestingly, that saying is just as relevant and powerful today as it has been in the past.

As businesses continue to grapple with the effects of the COVID-19 pandemic, leaders are faced with developing long-term strategies, all while addressing immediate needs and challenges. This is where the business continuity model and framework come in.

For this very reason, it’s become even more critical to provide decision-makers with key industry-specific, actionable recommendations through processes and toolkits – to save them time and give them the bandwidth needed to tackle pressing issues that require their attention.

The Definition of Business Continuity


As defined by the International Labour Organization (ILO), business continuity management is “a management process that identifies potential threats and provides a framework for building resilience and capability for an effective response which safeguards the interests of … Read more...

Driving Agility through Cloud-Based Microlearning, Bulletins and Best Practices in Digital Learning

With so much for people managers and corporate trainers to factor in when developing their post-pandemic Return-to-Work initiatives, organizations are turning to resourceful teaching approaches to ensure that employees are provided with the right training to be successful. In parallel, companies are also leveraging effective communications techniques to ensure their workers remain connected – both to their managers as well as to each other. While this is taking place, leaders continue to put their strategic focus on business continuity.

Impossible? We think not. Feasible? With the right tools and techniques – very much so.

Redefining Training to Drive Agility


At the highest level, what has become clear is that not only do the techniques, tools and processes we introduce have to work well in today’s climate, equally as importantly, they have to help workers become agile to adapt to future changes. Decision makers are now realizing that this idea, which … Read more...

Intelex’s Software Set + the SAFER Framework = A Robust 360° Return-to-Work Solution

With the quarantine phase of the COVID-19 outbreak reaching an end in many areas, organizations have started planning their return-to-work initiatives, with some having already launched them.

Let’s look ahead – not to just the immediate “return” phase, but the phase after that- what we’ve defined as the “reimagine” phase.

Our Return to Work Initiative: Respond, Return and Reimagine


When developing our return-to-work program, we decided the best approach would be a phased one. Similar to the concept of continuous deployment, breaking down the plan to allow individuals to quickly process, adapt, and execute practices and procedures makes it more manageable for employers and employees alike.

To summarize each phase and their objectives:

  1. Respond: involves the immediate steps taken during the initial outbreak
  2. Return: introduces short-term changes implemented to address all the newly discovered issues
  3. Reimagine: implements long-terms policies, procedures and best practices to create an agile and resilient workforce
Read more...