Back in January we referenced another enhancement to the services the Garland Group offers. We have been working with the ROC (RiskKey Operations Center) for a couple of months now and it has been quite successful. It has offered our consultants more time to focus specifically with our clients onsite and participate in more industrial relevant training to improve our insight and deliverable to clients.
This week, we finalized our Relationship Managers roles, process and assignments, too!
Why have Relationship Managers? We want our Relationship Managers to enhance our already strong relationships with our clients. Previously, we would assign leads per week and each visit with our clients. While we were still able to develop strong ties with our clients, it was not a guarantee our clients would get to see or visit with the same Garland Group staff every time. Relationship Managers also provide a unified contact for anything Garland Group related, so instead of sending an email or trying to call 3 or 4 people, you know a single person is there to take care of you anytime, all the time.
What will Relationship Managers do for me, the client? We've want to provide the 'Ultimate Proactive Compliance Experience'. So we took some inspiration from other high-end speciality services, like a luxury hotel, that provides a concierge service, and this is a good way to explain our Relationship Managers. Anything that our clients would need, be it attendance at a Committee or Board meeting, sample policies, working on risk assessments or volunteering at a community event, our Relationship Managers will be there to help.
What is the difference between the ROC and Relationship Managers? ROC employees are the geniuses behind the scenes. They are responsible for client quality control, logistics, and reporting preparation. Relationship Managers are onsite staff that have a fuller understanding of your organizations wants/needs, handles project management tasks, and is your go to contact.
What changes for our clients? The change impact to our clients should be seamless. You still be seeing most of the Garland Groupers, but now just a centralized person to go to. Continuous Compliance clients will still get monthly reports from the ROC. Also, clients that have multiple services from Garland Group, for example Penetration Test and Audit Services, you will have the same Relationship Manager.
We are excited about this opportunity and look forward to all the benefits. The next time you are scheduled for a Garland Group service you will be introduced to your Relationship Manager. Give him a hug if you want, but sharing a beer is also welcomed!
