Karin Connelly Rice

neosa survey shows steady growth in technology jobs in northeast ohio
NEOSA recently completed its quarterly survey of Northeast Ohio’s tech sector, which measures how tech businesses are succeeding and their hiring trends and expectations, and the results are strong.
 
“What we’re seeing right now is not overly aggressive growth, but steady growth,” says NEOSA director Brad Nellis. “What I see are generally positive trends. When we compare results from previous surveys, we’re moving in the right direction. We’re really going on measured expansion going on two years.”
 
The survey showed that 67 percent of respondents said first quarter business was either good or very good; 87 percent expect their overall business to improve within the next year; and 73 percent plan to increase their staff.
 
Eighty-two percent of the companies surveyed reported they are currently hiring, which Nellis says is an all-time high in the seven years NEOSA has conducted the survey. The downside is companies are still struggling to find the right talent.
 
“I’m worried about the lack of talent," says Nellis. "The problem is we don’t have a pipeline in the colleges – they’re not graduating enough IT students.”
 
While the lack of IT talent graduating from college is a national problem, Nellis said Cleveland's reputation is improving. “The challenge is it can be difficult to get people to move here from outside the region,” says Nellis. “But Business Week listed Cleveland as one of the hottest tech jobs markets in the country.”
 
And area organizations are working diligently to attract the talent to Cleveland. For instance, Global Cleveland is planning an online career fair for tech jobs.
 
Source: Brad Nellis
Writer: Karin Connelly
 
 
web-based empty aisle takes the hassle out of grocery shopping
Jessica Cantrall and her husband Brian like to make life easy -- especially grocery shopping. So the couple developed Empty Aisle, a web-based grocery shopping platform that makes wandering the aisles unnecessary.
 
“We are constantly looking at the world and thinking of ways to make it better,” says Cantrall. “People need a way to find food quickly and easily. They want to find what they want and get out the door.”
 
Empty Aisle allows shoppers to create a food profile with their preferences and allergies. “You can filter things out you don’t want,” explains Cantrall. Using Empty Aisle, customers select exactly what they want, pay for it, then go to their local grocery store to pick up their order.
 
Cantrall envisions a day that in-store grocery shopping is a thing of the past. The Empty Aisle system automatically archives order histories, saves grocers’ rewards cards and tracks buying preferences.
 
The Cantralls are currently trying to get the word out to consumers, sell the concept to grocers, and raise money through Indiegogo. “We’re focusing on the consumers more heavily at this point,” says Cantrall. “And we have to prove to grocers there is a demand for it. We really want to position ourselves as a middle man between grocers and shoppers.”
 

Source: Jessica Cantrall
Writer: Karin Connelly
global cleveland offers coaching to help newcomers land a job
Global Cleveland will host a job coaching event on Saturday, June 23 to help people find a job in Northeast Ohio. Job coaches will be available by appointment to review resumes, provide job search resources or simply serve as a personal connection to Cleveland.
 
“It’s always been a part of our program,” says Global Cleveland president Larry Miller. “We have HR professionals who help newcomers with their job search. But this is the first time we’re doing it as an event.”
 
Global Cleveland has partnered with the Society for Human Resource Management Cleveland to provide job coaching. “We have a crew of 60 volunteer coaches signed up,” says Miller. “We are delighted about that partnership and how these HR professionals have participated in our program.”
 
Nearly 100 people have asked for job coaching assistance since February. Miller says participants usually have one of three questions: How do I find a job, what are the communities in Cleveland, and how do I start a business in Cleveland.
 
“We try to build a personal relationship,” says Miller. “The very first thing we do is shake their hand, look at them eyeball to eyeball and say, ‘You’ve come to the right place.’ We’re trying to get the word out that jobs are available in Cleveland and it’s a wonderful place.”
 
Appointments will be scheduled every 30 minutes beginning at 10 a.m. The last appointment will be scheduled for 1:30 p.m. All appointments must be scheduled and confirmed by Thursday, June 21. Contact Joel Matos at joel@globalcleveland.org or by calling (216) 472-3282.

 
Source: Larry Miller
Writer: Karin Connelly
team neo and csu form strategic alliance to further boost attraction power
Team NEO and Cleveland State Maxine Goodman Levin College of Urban Affairs announced on June 6 that they have formed a strategic alliance that will create a powerhouse for attracting and retaining businesses to Northeast Ohio. The idea is to enhance the research capabilities of both organizations, which is key in promoting the region to new businesses.

“Team NEO, ever since it was created, has had top flight research,” explains Team NEO CEO Tom Waltermire. “It has been one of the secrets to our success. One of the ways we compete is to be able to give in-depth answers to companies’ questions. When we go out and sell the region, we have to have the facts for marketing.”
 
Daila Shimek of the Next Generation Economy Center of the Levin College will act as managing director of Team NEO’s research department. The partnership will allow the organizations to provide more comprehensive information to companies looking at Cleveland.
 
“We can provide a lot of information, like what the customer market might be or who the suppliers might be,” says Shimek. “Or mapping the drive time for potential employees or area colleges educating the workforce they need. That stuff is critical.”
 
Team NEO typically attracts about 12 companies to the region each year, translating into about 1,000 new jobs. With its new role as a local franchise of the JobsOhio program, Team NEO’s role has expanded even more.

“We’re now finding we’re assisting with the expansion of existing companies in the region,” says Waltermire. “They’re holding us responsible. The first priority in economic development is you grow the businesses that you have.”

 
Sources: Tom Waltermire, Daila Shimek
Writer: Karin Connelly
fund for economic future awards $5m in grants to economic development organizations
The Fund for Our Economic Future approved $5.035 million in grants to go to seven regional economic development organizations to continue their work in developing companies and bringing jobs to the Northeast Ohio.
 
The organizations are: NorTech, JumpStart, BioEnterprise, Team NEO, MAGNET, WorkAdvance and the Agriculture-Bioscience Industry Cluster. The organizations specialize in everything from entrepreneurship and technology to healthcare, manufacturing and bioscience, to general business attraction.
 
“Although funding was down 15 percent this year, the good news is the impact of these grantees continues to go up,” says Brad Whitehead, president of the Fund. “There’s a real sense of momentum in the work of these great teams.”
 
Many of the organizations have expanded their support of businesses by working together to accomplish the common goal of attracting, retaining and supporting businesses in Northeast Ohio. “Most of them have done a great job of expanding,” says Whitehead. “It’s gratifying to hear stories of companies touched by multiple organizations. To see them surrounded with support is great.”
 
The grantees are chosen based on four criteria: tangible data like job creation; what the organization is doing to promote its respective niche industry; the organization’s efforts to network with other organizations; and assurance of a plan for economic inclusion.
 
The Fund is a collaboration of philanthropic organizations and individuals that have united to strengthen the economic competitiveness of Northeast Ohio through grant making, research and civic engagement.

 
Source: Brad Whitehead
Writer: Karin Connelly
growing minority-owned businesses recognized by charter one leadership circle
Nine northeast Ohio minority companies were recognized on May 22 at the JumpStart offices as inaugural members of the Charter One Launch100 Leadership Circle. The Circle recognizes diverse entrepreneurs committed to turning their business ideas into some of the region’s most impactful minority-owned or led companies. 
 
“It was a really wonderful event,” says Gloria Ware, JumpStart senior advisor. “It was a really good example of companies that are willing to grow jobs and keep moving forward.”
 
Minorities account for 40 percent of the entrepreneurial community, yet many of the companies have only one or two employees. These nine companies are on track to have an average of 50 employees in the next three to five years.
 
“We would like to highlight these entrepreneurs who are mentors or role models to other minority entrepreneurs in the community,” says Ware.  “Entrepreneurs in general can feel very overwhelmed and alone in their business. I think this was a good event for them to move forward.”
 
The nine companies are: Algae Producers of America, CFRC Water & Energy Solutions; MET Innovations; OPTIMA Lender Services; Queen Ann Inc.; RKN Corporation; Simply Southern Sides; Wellness Integrated Network; and Zuga Medical.
 
Ware says the event was also beneficial for the Charter One bankers in attendance. “They got to hear some of the entrepreneur’s struggles,” she says. “It was a win-win for everyone.”
 

Source: Gloria Ware
Writer: Karin Connelly
women’s entrepreneurship day celebrates leadership, collaboration in business
Elite Women Around the World and COSE hosted Women’s Entrepreneurship Day Thursday, May 31 at the COSE offices. The event featured speakers, panel discussions, professional development sessions and networking, all along the themes of entrepreneurship, leadership, innovation, economic development and social impact.
 
Elite Women Around the World also honored four women with the Women of Distinction Award.
 
“This recognition is for women who have gone above and beyond the call of duty,” says Rita Singh, Elite Women founder and CEO. “These women serve as role models and create projects or programs beyond their normal duties, which help other women achieve success.”
 
The women honored were Lori DeVore, CEO and president of Devore Technologies; Stella Moga Kennedy, founder, president and CEO of LeChaperon Rouge childcare and elementary schools; Venera Izant, Merrill Lynch financial advisor, Izant-Creadon Group; and Cyndie Spanier, psychologist and  deputy commissioner, Pittsburgh Behavioral Medicine.
 
Singh created Elite Women as a forum for women to share their knowledge with other women. “In a lot of organizations, people are in it for themselves,” she explains. “I’m trying to tell them you will be getting more if you give back.”
 
Every Elite Women member must mentor at least one person, creating a large support network within the organization. “Every woman who joins brings another woman to mentor,” says Singh. “So they’re not thinking about themselves, they are thinking about someone else.”

 
Source: Rita Singh
Writer: Karin Connelly
cellbank technologies gets $25k from innovation fund
CellBank Technologies offers a way for surgery patients to plan for future surgeries. The startup company allows patients undergoing knee and hip replacement surgeries to store their own stem cells for possible future procedures. CellBank recently received $25,000 from the Innovation Fund.
 
“We offer a way to harvest and store stem cells without requiring a second surgical procedure,” explains Rachel Uram, CellBank founder and president. “There are one million hip or knee replacement surgeries each year, and surgeons go in and throw out a lot of stem cell-rich tissue. In 2005, five percent of replacement patients had a second surgery that required a bone graft.”
 
Using a patient’s own stem cells in a grafting procedure is “the gold standard in grafting,” says Uram. “Ten years ago they would go into the hip and harvest the tissue and use it. There were more patient complications and it was more painful.”
 
CellBank offers a better solution. “We collect specific tissues, process and store them so the patient doesn’t need a second procedure in situations like bone graft surgeries,” says Uram.
 
The family-run business has three founders, and they have brought on four part-time consultants. They are in the process of raising $1.5 million in seed money to complete testing. The Innovation Fund money will help bring CellBank closer to accepting customers.
 
“When we’re up and running we expect to have 15 to 16 employees,” says Uram. “Everybody loves the idea.”
 
Source: Rachel Uram
Writer: Karin Connelly
 
birdhouse studios' nesl takes grand prize in product contest
Birdhouse Studios’ Nesl won the William McShane Fund Kickstarter project competition, taking home $25,000 and the opportunity to have the Nesl sold in Brookstone stores across the country. Nesl, which is a flexible rubber nine-fingered desk organizer with suction cups to hold it where ever you stick it, beat out two other projects in the finals.
 
“It’s been very exciting,” says Josh Dryden, who created the Nesl with partners and fellow recent Cleveland Institute of Art graduates Sam Li and Pete Whitworth. “The biggest part is being in nationwide stores at Brookstone.”
 
The contest was sponsored by Brookstone and Buckyballs. Voters could vote once a day on the contest site.
 
Birdhouse Studios recently raised $30,000 in pledges through a Kickstarter campaign before going on to win the McShane contest. The team met with their manufacturer last week and presented updated CAD files for the Nesl. “We want to start manufacturing as soon as possible,” says Dryden.
 
While the Nesl’s popularity in the voting varied over the voting period -- at one time it was in third place on the last day -- Dryden credits everyone at CIA with helping to secure the win. “We talked to everyone we could at CIA,” he says.
 
The team heads to New York this week to meet with Brookstone.

 
Source: Josh Dryden
Writer: Karin Connelly
eye for vintage accessories leads to unique events-rental company
Maria Blatnick owns more than 200 chairs. None of them match. Not to mention various patterns of antique china, vintage picture frames, galvanized washtubs and windows. “It really runs that gamut,” says Blatnick.

Such an eclectic collection led Blatnick to start HodgePodge Vintage Rentals, a source to rent props and accessories for weddings, events and photo shoots.
 
HodgePodge merges Blatnick’s love for unique design with her love for beautiful things. With a background in retail, she uses her styling experience to develop an eye for vintage products. Her services include rentals (delivery, set up and takedown); event and photo shoot styling; and customized searches for that perfect piece.
 
“It combines everything I’ve always done on the job,” Blatnick says of her business. “I’ve probably driven more than 150 miles at a time to the middle of nowhere. I’ve gone to a lot of antique stores, garage sales, flea markets.”
 
Weddings are popular for rentals right now, for brides looking to be different. ”I have a really large demographic,” says Blatnick. “Mostly I appeal to first-time brides ages 26-32 who want a more personalized, creative, individualized event.”
 
One of Blatnick’s current favorite themes plays on the farm-to-table trend. “My clients want a really homespun feel,” she explains. “They want a real down-home farm feeling.” Rentals to create the feel include windows, washtubs and, of course, vintage chairs.
 
Other popular rentals include books, cameras and suitcases. While Blatnick is trying to list her goods on her website, she is in the process of securing a storefront in 78th Street Studios.

 
Source: Maria Blatnick
Writer: Karin Connelly
owner of thriving downtown real estate biz nabs realtor award
Scott Phillips Jr., president of Keller Williams Realty Greater Cleveland, has been named one of Realtor Magazine’s 30 Under 30. Each year the magazine recognizes 30 young practitioners who are making a mark in the real estate industry through success in real estate sales, business management, leadership, or community service.
 
Tapping into the renewed interest in downtown living, Phillips, 28, has grown a thriving real estate business out of an old factory in the Warehouse District focused on the urban market. Since 2009, Phillips has grown his office to 29 agents and employees with a capital budget of $1 million. In the past year alone he has added eight people to his team.
 
Phillips is the first Ohio agent to win the 30 Under 30 award in 12 years. He is Cleveland’s top producing realtor between 2009- 2011, and has sold over $50 million in homes in Cleveland during that period.

“The award is usually reserved for the East Coast and West Coast because those are areas where the purchase prices are typically higher,” explains Phillips.
 
Phillips spotted the market potential in downtown Cleveland after living in the city. “I promoted living in the area before I became a license agent,” he says. “It wasn’t as much about business as being passionate about it.”

 
Source: Scott Phillips, Jr.
Writer: Karin Connelly
flexible desk organizer takes off as portfolio project for three cia students
Last summer, Cleveland Institute of Art product design students Josh Dryden, Sam Li and Pete Whitworth were tossing around ideas for a project that they could add to their portfolios. What they came up with also turned into a lesson in business.
 
Using their design knowledge, the three decided to tackle the challenge of desk clutter. After some design sketches, 3-D modeling and prototypes, they came up with The Nesl, a nine-fingered, flexible-rubber desk organizer with suction cups that hold it where ever you stick it.
 
“The idea was you can really shove anything in it -- paper, pens, phones -- whatever you have on your desk,” says Dryden.
 
The trio developed the prototype in Cleveland, and then listed it on Kickstarter to get funding. They were successful. Birdhouse Studios raised well over the $30,000 pledge goal by the time the listing closed yesterday, making it possible to continue manufacturing the Nesl and delivering it to the hundreds of backers who pledged money.
 
“It’s been a huge learning experience,” says Dryden. “We’ve learned a lot about the manufacturing process, about shipping and holding products. If the Nesl takes off, we’ll have an online store and sell other products.” Dryden, Li and Whitworth graduated earlier this month.
 
Additionally, Nesl was chosen as a contender for the William McShane Fund contest. Twelve Kickstarter companies get a shot at $25,000 startup money from Buckyballs and a product launch at Brookstone stores. The winner is chosen through Facebook votes. Nesl made it through the first round of voting and is now one of six finalists. The winner will be announced on June 1.
 

Source: Josh Dryden
Writer: Karin Connelly
babies travel too takes top award at bad girls graduation
More than 100 people turned out May 16 at the Ohio City Firehouse to celebrate the newest graduates of Bad Girl Ventures’ business plan competition. Babies Travel Too was the recipient of a $25,000 loan from KeyBank.
 
Babies Travel Too was created by Alison Musser, who based the company on her own experiences as a parent. The company provides nightly and weekly rentals of full-size cribs, car seats, strollers and other essential baby gear to people traveling to the Cleveland metropolitan area. The equipment is JPMA-certified and sanitized before every rental.

“Musser not only had a good idea; she was the right person to run the business,” says Rachel Czernin, director of marketing and developments for BGV. “She is smart, dedicated, and has personal experience in this area. She uniquely understands the predicament traveling mothers have and has the business sense to develop her concept and turn this regional business into a national business.”

Three additional companies received $5,000 loans from The Giving Back Gang. Those companies were: Anne Hartnett, creator of Harness Fitness, Inc., Cleveland's first sustainably run group cycling studio and fitness clothing retailer; Karen Malone Wright, creator of TheNotMom.com, a blog for women who are childless; and Kelley Hynds creator of Hyndsight Media, an online video journalism platform that provides short-form video web spots on current social and civic topics.
 
The event was sponsored by Huntington Bank, Additional support came from The Cleveland Foundation and The Business of Good Foundation. “Catering was provided by past finalist and loan recipient Hungry Bee Catering.
 

Source: Rachel Czernin
Writer: Karin Connelly
goldman sachs chooses cleveland as next entrepreneurial center
Goldman Sachs announced last week that it will bring its 10,000 Small Businesses (10KSB) initiative to Cleveland. The initiative commits $500 million to entrepreneurial education, access to capital and technical assistance services. Goldman Sachs and the Goldman Sachs Foundation have pledged $15 million to Cleveland.
 
Cleveland is the seventh city to host a 10KSB. Unlike many organizations in Cleveland that focus on startups, this program is designed for existing small business owners who are ready to grow their companies and create jobs.
 
“We’re really excited about this because it fills a gap,” says Jumpstart CEO Ray Leach, who has been in talks with Goldman Sachs for nearly a year about bringing the initiative to Cleveland. “It puts a new focus on the segment of the market that includes existing low-tech, medium-tech and high-tech companies that have been in business for a while.”
 
Other local organizations involved are Tri-C, the Urban League, the Northeast Ohio Hispanic Chamber of Commerce and COSE.
 
Leach says Goldman Sachs saw Cleveland as primed for growth. “The entire ecosystem in Northeast Ohio is already pretty robust, so if they brought the program here it could generate jobs more quickly,” he explains. “The philanthropy will go further here than in an area less organized.”
 
Tri-C will host the 11-session course beginning in September. The course is intended to be a practical business management education program that helps entrepreneurs develop skills they need to grow a company. Selected participants receive a series of one-on-one business advising sessions from professionals to help develop a tailored plan for growth.
 
Business owners eligible to apply for the program generally have been in business for two years or more and typically have at least four employees and a revenue stream of $150,000 to $4 million per year. Applications for the free September session are being accepted through July 2. Future sessions will be offered on a quarterly basis.
 

Source: Ray Leach
Writer: Karin Connelly
entrepreneurs organization seeks to boost local companies to $1m mark
The Cleveland Entrepreneurs’ Organization is one of the oldest and strongest chapters of the worldwide organization. Comprised of 115 members who are founders of business with at least $1 million in annual gross revenues, the members network, socialize and share their success stories.
 
Now the EO wants to share its collective knowledge with other entrepreneurs through its Accelerator program. Started three years ago, the purpose of the program is to educate and mentor small businesses to help them grow. “EO Cleveland decided to step out and take companies that are under $1 million and grow them into million-dollar companies,” says EO member Gene Roberts. “The concept is, if we can accelerate them to the $1 million mark, we can make them members.”
 
Participants must have businesses that make at least $250,000 annually to participate in the three-year program. EO members speak about their experiences and provide one-on-one mentoring once a month for a year. Accountability groups meet to share their progress, and regular events are designed to share advice and success stories.
 
“Our EO members meet with Accelerator group members once a month and talk about responsibility, how to get focus to grow, and 10 goals for growth,” says Roberts.
 
The Accelerator graduated six members in 2011. Ideally, Roberts says they would like to host 30 entrepreneurs in each class.
 
Source: Gene Roberts
Writer: Karin Connelly
cleveland cyclewerks to move motorcycle manufacturing ops to local facility
Scott Colosimo loves designing cool motorcycles. When he and his partner Jarrod Streng were laid off from their industrial design jobs in 2009, they decided to chase their dream and created Cleveland CycleWerks. (Fresh Water featured him in this article from 2010)
 
CycleWerks bikes feature 250cc engines, are lightweight, simply designed, inexpensive to maintain and get 100 miles to the gallon. They are quite the opposite of America’s typical love of larger, more complicated bikes. “America has typically been home to the philosophy that bigger is better,” explains Colosimo. “But the bigger bikes are not great for riding around town. We’ve actually seen a ton of people who want a smaller bike.”
 
Colosimo describes his designs as “retro-futuristic,” combining vintage looks with the new age. “From afar, they look like perfectly restored old bikes,” he says. “Then you get close and see a little bit of a surprise.”
 
After having manufactured the bikes in China for the past few years, Colosimo and Streng are in the process of moving operations to Cleveland. They bought a 100-year-old warehouse on W. 65th Street and are in the “cleanup phase” of transitioning the building into the new CycleWerks digs.
 
Colosimo plans to do things incrementally. “We’re going to have a balance of manufacturing in Cleveland and manufacturing overseas,” he says. “We’re going to start with assembly and then eventually get into manufacturing.”
 
Colosimo is now turning to Cleveland companies for his manufacturing needs. He’s hired a general contractor to source out the work, but they plan to ramp up slowly. “We want to do it slowly because pitfalls can develop doing it all at once,” he says. “We can collaborate a lot easier locally.”
 
Colosimo has hired two part-time warehouse employees, a part-time technical liaison, as well as a part-time designer and an engineer.

 
Source: Scott Colosimo
Writer: Karin Connelly
growing tech firm wins mobile app of the year at tech week
When TOA Technologies began in 2003, founders Yuval Brisker and Irad Carmi had one goal in mind: To eliminate that seemingly endless waiting time for home service calls.
 
“The company founders' reason to start TOA was to use technology to solve the problem of waiting at home for a delivery,” says John Opdycke, vice presidents of worldwide marketing. “The whole company’s purpose is to make sure people arrive on time.”
 
TOA’s ETAdirect Mobility App provides accurate, up-to-the-minute workforce management at the user’s fingertips. The app works on any browser, making it flexible for anybody. “The device is agnostic, no matter what you’re doing,” says Opdycke. “As long as it’s browser based, you can use it.”
 
ETAdirect currently manages more than 60 million appointments annually for many global brands in the satellite/cable/broadband, telecom, insurance, home services and retail industries. The app’s ease of use and accuracy earned it the Best Mobile App award at NEOSA’s Tech Week last month.
 
“It’s nice to win and get recognized for your accomplishments,” says Opdycke. “It’s nice to share with our employees as they work on the advancement of our product.”
 
TOA employs 40 people in its Greater Cleveland headquarters and has more than 320 employees on staff worldwide. They are actively hiring in Cleveland, in particular on the company’s marketing team.

 
Source: John Opdycke
Writer: Karin Connelly
life core receives $250k jumpstart investment for its cerebral cooling system
Life Core Technologies received a $250,000 investment from JumpStart for its Excel disposable cerebral cooling system, a device that reduces chances of death in a medical emergency.

“Excel has a cooling element that cools the brain 1.5 to 2 degrees Celsius very quickly after cardiac arrest, stroke, or traumatic brain injury,” explains Life Core CEO Mike Burke. “The cooling allows the brain to use less oxygen and prevent oxygen depletion and swelling.”
 
The technology was developed by cardiothoracic surgeon Aqeel Sandhu in the late 1990s. “He discovered though his work with animals that cooling the brain can reduce the metabolic rate and several hours later they came back,” explains Burke. “In 2010, the American Heart Association came up with guidelines stating the cooling as soon as possible after cardiac arrest increases the chances of survivability and retained mental capacity."
 
The JumpStart investment will allow Life Core to conduct additional scientific studies. “We are working with a number of organizations to do additional studies,” says Burke. “We are proving the effectiveness.”
 
Burke is proud that the product is manufactured by a local company and assembled by Patriot Packaging, which employs veterans.
 
Life Core currently has five employees. “We will be expecting to grow as we attain commercialization,” says Burke. “We expect to grow internally with two people and also grow externally through distributors in Northeast Ohio.”

 
Source: Mike Burke
Writer: Karin Connelly
ashton business solutions puts the personal touch on customer service
Shelley Freed, co-founder of Ashton Business Solutions, a consulting group specializing in research-based business strategies, admits that she relies on technology just as much as the next person. But amidst all the emails and text messages, Freed’s goal is to put the human touch back into ABS’s strategic marketing and positioning.
 
“I do a lot of market research and strategic research for companies,” says Freed. “I get to interact with companies’ internal teams about how customers impact their businesses. Inevitably, I end up interacting with their databases.”
 
In doing so, Freed found that many companies do not have complete data on their customers, and therefore can’t make informed decisions on how to make improvements to their customer service.
 
“Very few companies have really solid data,” says Freed. “So I started thinking, wouldn’t it be great if companies would update their records -- throw in an extra question as a customer service touch point, like, Is there anything we can do for you today?"
 
The thought prompted the creation of ABS’s Customer Service Outsource Center. “And it’s a real person on the phone,” says Freed. “People still want to be able to talk to a human being. It makes a big difference. It’s all about humanity in business, even if it’s sometimes easier to send off an email.”
 
ABS is rolling out the center, including a secret shopper service. “This, then, is more than a data bank for customer information; it is intended to be an invaluable resource that can help companies discover new and highly successful ways of growing their businesses,” explains Freed.
 
ABS has several part-time people on staff now and Freed is interviewing for the call center. They recently hired someone to lead the telemarketing aspect of the company.

“The initiative for Ashton this year is to push the humanity back into business,” Freed says. “Business is about relationships. That means getting on the phones to talk with customers, prospects and referral sources on a regular basis all the time. We’re hoping by the end of the year to have a handful of people in permanent part-time positions.”
 

Source: Shelley Freed
Writer: Karin Connelly
dxy app brings historical archives to present day on smartphones
DXY Solutions is working with historical societies around the country to put historical information, pictures and maps on iOS and Android systems for a complete and informative history while roaming the city.

“We started this about a year and a half ago with Cleveland State and Epstein Design Partners,” explains DXY’s Dan Young. “We use iOS and Android to connect people who are out and about with historical information."
 
Known as Curatescapes, the free apps allow for easy access to the troves of historical information collected by these organizations. “We’re one of the first platforms in the world where you can walk down the street and say, Wow. I didn’t know that. Now you not only have historical neighborhoods, you can hear interviews with people and see pictures.”
 
The Cleveland app has been available for about a year with Cleveland Historical. Young is in the process of rolling out similar apps with five historical societies, including Medina and Geauga counties. Outside of Ohio, Young has launched apps for Spokane, Washington Historical and is about to launch apps in New Orleans and Baltimore.
 
“The grand vision is: Say you’re taking a cross-country trip and you want to drive Louis and Clark’s trail,” Young says. “You can actually connect to data from our different historical societies.”
 
Young’s future plans will allow users and organizations to upload their own information to the tours. “In the future we will allow people from the community to upload their own content and comment on their own version of historical places,” says Young. “And historians will go through it and make sure it makes sense.”

 
Source: Dan Young
Writer: Karin Connelly