This episode of Inside the Win features Sam Nelson and Michael Baillargeon discussing a major customer success story that began with a casual conversation at a barbecue. They detail how a transportation company with 12-13 New England locations was struggling with fragmented UCaaS contracts - each site had different pricing and end dates on the same platform. Through strategic consultation, they identified key pain points including dispatchers being tied to physical phones, multiple disconnected applications, and inability to work remotely between locations. The solution involved consolidating contracts under a unified platform with advanced features like call recording, sentiment analysis, and multi-channel communication (SMS, email, voice). What started as a $2,500 MRC opportunity created a domino effect, expanding from New England to Texas, the Midwest, and Southeast. The company has 150-175 total locations with 30-40 already converted, turning this into a six-figure contract within 18 months. The episode emphasizes the importance of early engagement and understanding customer workflows to identify transformation opportunities.

In this episode, Josh Lupresto and Chris White discuss the concept of 'Other Centered Selling,' a transformative approach to sales that prioritizes the needs and interests of the customer over traditional self-centered sales tactics. Chris shares his journey from IT professional to sales engineer and author, emphasizing the importance of serving others in the sales process. The conversation explores practical applications of this mindset, the significance of resetting priorities before meetings, and the value of focusing on fundamentals in sales.

Inside the Win takes you behind the scenes as Telarus experts break down real customer challenges and reveal how strategic partnerships turn ambitious ideas into real-world success. In this episode, VP of Networking & Mobility Graeme Scott and Senior Engineer Brinton “Gundy” Gunderson explore a seemingly simple request for a massive 10-gig circuit that led to uncovering a rapidly growing startup with a thin DevOps-led IT team. What began as a bandwidth question evolved into a full architectural deep dive, connecting gaps between construction managers, IT stakeholders, and operational teams. The Telarus team uncovered critical needs around resiliency, network design, security, access control, and site-deployment timelines that fiber alone couldn’t support. By listening closely and educating the client through each phase, the team transformed a single-circuit inquiry into a million-dollar infrastructure opportunity with ongoing recurring revenue. This episode highlights how curiosity, collaboration, and solution mapping can unlock long-term strategic wins for partners and customers alike.

In this episode, Josh Lupresto and Billy Houghton discuss the evolving landscape of customer experience (CX) through the lens of artificial intelligence (AI). They explore the importance of continuous education, the journey of CX transformations, and the need for organizations to adapt to technological advancements. The conversation emphasizes the significance of understanding business processes, optimizing them for efficiency, and the role of advisors in guiding organizations through these changes. They also touch on the future of AI in enhancing customer experiences and the importance of building confidence in technology solutions.

This episode of Inside the Win features VP of Cybersecurity Sumara Riaz and Solutions Architect Trevor Burnside discussing a successful cybersecurity partnership with a life science company. The client, with fewer than 200 employees and a lean IT team, was seeking cybersecurity solutions as they prepared to go public after receiving funding. The tech adviser managed the relationship by focusing on business outcomes rather than technology details, positioning cybersecurity as a business enabler rather than just a cost center. The client ultimately selected their recommended vendor after establishing trust and confidence through technical expertise that matched the decision maker's background in managed services. The discussion highlights the importance of collaboration, bringing in specialized expertise when needed, and building trust in cybersecurity partnerships.

In this conversation, Hardy Myers discusses the evolution of AI agents, emphasizing their ability to interact in a human-like manner. He highlights the importance of empathy in these interactions and how it enhances the customer experience.

Key Takeaways:

• The difference between a bot and an AI agent is empathy.
• AI agents can understand human emotions and respond accordingly.
• Creating a relationship between AI and humans is crucial.
• The 'magic moment' is key in AI interactions.
• AI agents can reason like humans, enhancing communication.
• Empathy in AI leads to better customer service.
• Human-like interactions improve user experience.
• AI technology is evolving to be more relatable.
• Understanding context is vital for AI agents.
• The future of AI involves deeper emotional connections

In the video, Chad Muckenfuss and Mike Kowalski discuss a recent success in AI within the healthcare sector, emphasizing the need for businesses to strategize their AI approaches. They highlight the importance of building a solid data foundation, particularly in a field with strict compliance requirements. The project, which spans nine weeks and involves multiple phases, focuses on predictive analysis and data management, with significant financial backing from Azure. As the project begins, the team plans to track its progress and engage in follow-up discussions to ensure success.

We're revisiting a popular episode: Tech Stack Mastery Secrets to sell across Cloud, Connectivity, and Security. Our guest is long-time partner Steve Davis from NDS. Steve has an amazingly winding backstory as to how he got started in this space, and the theme is that he didn't take no for an answer! Steve, a prior Marine, leveraged what he learned there to start developing his passion for fitness into technology and ultimately found himself face-to-face with enterprise decision-makers. Not only has he done an incredible job crossing over the tech stack, but he's also a newly minted CISSP, so he shares with us that journey and how it's changed his conversations on security and technology more broadly. Don't miss this one!