“A Balance between Business & Employees”

Wayne Abadie, COO of TrxNow’s has a relentless focus and growth and innovative development. His healthy dissatisfaction with the status quo has always been a driver to keeping TrxNow and the other organizations he has been a part of moving in the direction of innovation. He makes it a point to probe his team members and ask them to answer the question of how they can create a better experience for both customers and employees tomorrow, next month, and next year. His collaborative hands-on approach allows others to see and appreciate his ability to be with them in the trenches as well as providing strategic direction.

"We are living in unprecedented times with the Covid-19 pandemic. Never before have any of us experienced anything that has forced so many societal changes as have taken place in 2020."

Wayne thinks one of the keys to their success is understanding what clients are trying to accomplish, what their pain points are and then using their own data and TrxNow enhanced systems and analytics to show how they can impact their customers and improve their efficiency. “This allows us to make suggestions on changes and the anticipated outcomes which align with their objectives. This removes them from the data overload process,” he explains. “It’s all about information. Not only having it but sharing it and interpreting it, many organizations have access to so much information that they don’t know how to use or understand.” TrxNow allows clients to focus on their goals without the expense of allocating resources on maintenance, repairs or implementation and upgrades. Their sophisticated systems, use of AI and resource management processes allow TrxNow to do the heavy lifting related to servicing and allow clients to focus on marketing and growth.

“We have developed proprietary industry leading technology that “Makes the invisible, visible”. Allowing customers to see the status of their transaction in real time, eliminating the old processes which in our industry traditionally have been more about fire and forget,” says Wayne. Giving customer choice on how they can request service, monitor behavior, anticipate service arrivals on an ongoing basis is a game changer for the company. The development of customer self-service models in the industries we serve has been long overdue as has digital integration with third party providers. TrxNow has effectively created processes and easy to use technology that have allowed the migration on both fronts, thus improving response times and the customer experience.

TrxNow is not satisfied with being competent with their clients or within the industry. Rather, they believe that they must be compelling in order to continue to execute on their growth strategy while reinforcing value proposition to the existing clients. In part this is accomplished by being ‘fearless about transparency”. “We allow complete visibility to every transaction in real-time to our clients and customers. This continuously raises the bar and makes sure that every event that our company and staff is involved in are at the highest level and handled right the first time,” says Wayne. “This also allows us to share an extraordinary amount of information, analysis and insight with our clients to help them understand and direct their business.” This collaborative approach is often a gap that other organizations do not attempt to solve, TrxNow proactively undertakes.

TrxNow is currently undergoing even more dramatic growth related to integration capabilities, allowing them to provide some additional unique servicing models including SaaS and DSaaS. In both of these models TrxNow hase the unique opportunity to allow their clients to use their resources, if desired, to access their software and third party provider networks directly. “This is currently unheard of in our industry as others view the behind the scenes information as highly confidential,” says Wayne. “We are living in unprecedented times with the Covid-19 pandemic. Never before have any of us experienced anything that has forced so many societal changes as have taken place in 2020.” He says that while employee health and welfare has always been important how it must be handled today is much more robust and requires us to be thoughtful and fast about making decisions to protect employees, customers and the business as a whole. “It has really reinforced our focus on communication both internally and externally. Caring about others cannot be an artificial thing. We have taken many actions to ensure the safety of our teams and to make sure they have been able to stay continually employed and productive. This has yielded tremendous results in return in the form of employee and client loyalty,” adds Wayne. IE