Table of Contents

About TheorisWhat Differentiates Our TeamReferral Incentive ProgramsSupport Services

About Theoris

Theoris Inc. – Company OverviewKey Service OfferingsTheoris Group

Theoris Company Overview

Full Lifecycle Midwestern IT Professional Services Firm25+ Years Success in Our Field• Consistency• Innovative Solutions• Cost-Effective Delivery• Proven Methods

Applications in Countless Industries

Key Service Offerings

Strategic ServicesStaffing ServicesProject-Based Services

Strategic Services Overview

Enterprise Portfolio Management (EPM)Process Quality Assessment (PQA)IT Planning

Staffing Services

Functional Areas

LeadershipApplications InfrastructureEngineering

Typical Roles Filled

Project ManagementBusiness AnalysisApplication & Database DevelopmentSoftware Testing & ValidationTechnical WritingERP & CRM Technical & Functional ServicesInfrastructureEngineering

Project-Based Services

Software DevelopmentOutsourced Solutions

Theoris Group

Maetrics

IT ConsultingIT StaffingCross-Industry

Theoris Inc.

Theoris Software

Quality & Regulatory ComplianceConsulting & StaffingFDA-Regulated Industries

Vision SoftwareExecutive DashboardDisplays KPIs Graphically

What Differentiates Our Team?

Consultants who understand clients’ needsTrusted source – making clients’ challenges easier to faceContinuous improvementService Quality Objectives (SQOs)

What Defines Customer Service?

Customer’s PerceptionInternal & ExternalListen to Needs & Search for Solutions

SQO Basics

Minimum requirements that get us through the door• Competence• Reliability

WON’T get us repeat business / referrals• Need to do more to leave

memorable impression on clients

How To Get In The Door

SQO Differentiators

Qualities that leave a positive & MEMORABLE impression on our clients:

ProfessionalismCommunicationConcern

Courtesy Responsiveness Confidentiality

How to Differentiate

Us

SQO Basic: Competence

Technical Competence: The MINIMUM Starting Point

Harvard / Carnegie Institute Study: • 10,000 people who lost

their jobs• Only 15% due to lack of

skills • 85% due to their ability

to interact in workplace!

SQO Basic: Reliability

Consistency in your performanceBuilds trustBe PROACTIVE vs. REACTIVE• Take extra time beginning a

task to get it right the 1st time• If time allows, research

SOLUTIONS before reporting a potential issue

212

SQO Differentiators

212 – What does it mean?• Boiling point of water

211⁰ = Very hot H2O

212 ⁰ = BOILING H2O = Steam = Enough energy to power a train!

One extra degree can make ALL the difference!

212

SQO Differentiators

Have you ever noticed the arrow in the FedEx logo?

>>> Embedded message of SPEED and FORWARD

momentum

SQO Differentiators

ProfessionalismCommunicationConcernCourtesyResponsivenessConfidentiality

SQO Differentiator: Professionalism

Driven by our client’s expectationsThe easier the task technically, the more important professionalism is - add the ‘extra degree’ to stand out!

Follow client office’s protocolFollow dress codeMaintain an organized workspace

Respect difference between friends & coworkersDon’t bring personal life to workMaintain composure

Examples of Professionalism

<< DON’T DO>>

SQO Differentiator: Communication

Be mindful of what the client sees at all timesUCLA Study• 55% of communication

non-verbal• 38% vocal quality• 7% actual words used

SQO Differentiator: Communication

Active Listening

Paying Attention vs. Planning our Response

Eye Contact & Facial Expressions

Ask Confirming Questions• “Let me make sure I

understand you…”• “So what you’re saying is….”

SQO Differentiator: Concern

Respond to clients appropriately & empathetically

Show clients we are on their side

Keep in mind the clients’ culture, values, & goals

Use appropriate body language & vocal tone

“I’m helping to upgrade your inventory management system to expedite delivery & reduce costs” vs. “I’m an Oracle DBA”• Direct connection to CLIENT’S

NEED

SQO Differentiator: Courtesy

Don’t downplay courtesy

Do your part to make interactions pleasant and smooth

Tailor to client’s specific expectations

Reliability stems from courtesy• Be punctual• Ask “Is now a good time to

talk?”

SQO Differentiator: Responsiveness

Be ready to respond to client’s need at a moment’s notice

Responsiveness is a way to convey all of our SQOs

Good example: acknowledge customer’s communication as soon as you receive it even if you don’t have time to address it

SQO Differentiator: Confidentiality

We sign a non-disclosure agreement• Often tasked with handling &

protecting sensitive client information

Understand when TO and when NOT TO share information• Once confidential information is

shared, it can’t be un-shared• Be vigilant of who could be

listening

SQOs: Summary Thoughts

Pay attention to the bigger picture

Don’t only learn ‘What’ and ‘How’- ask ‘Why?’• Truly understand clients’

goals

Nonverbal actions define our team as consultants & experts vs. technicians & temps

WELCOME ABOARD! Thank you for your attention