Question-and-Answer Session
Operator
(Operator Instructions) Our first question comes from George Sutton - Craig-Hallum Capital.
George Sutton - Craig-Hallum Capital
What’s financial meltdown? It doesn’t even appear that it impacts you at all.
Johann Dreyer
It is one of those things. The pipelines are good, we are posting good results, but I wish there wasn’t a TV channel or a newspaper to read.
George Sutton - Craig-Hallum Capital
From a sales coverage perspective, you mentioned you are making some increased investments in sales coverage. Can you give us a better sense of how you are expanding the sales channels?
Johann Dreyer
Our sales channels, we are really expanding across all our product lines. The biggest expansion right now is on our Postilion payment side, where we are expanding our sales capacity, both in the U.S. and internationally.
George Sutton - Craig-Hallum Capital
Can you give a sense of numbers?
Johann Dreyer
George, I cannot comment on that right here. I don’t have those numbers in front of me.
George Sutton - Craig-Hallum Capital
Now you also mentioned that any dollars that you have in excess in the quarter, you throw back into customer satisfaction. I’m just curious how that works functionally as you are going through the quarter --?
Johann Dreyer
Here is basically how it works. Specifically on the Enterprise side, it is not a secret that we had some customer satisfaction issues a few years ago and at the beginning of the year I said that 2007 was the year of fixing the company from a financial perspective and 2008 is fixing the company from a customer satisfaction perspective, predominantly on the Enterprise side of the house. We’ve always had very good customer satisfaction specifically on the Postilion payment side of the house.
In terms of Enterprise customer satisfaction, here are some of the things that we have done. We’ve put in a dedicated team in place to effectively not only cover, severity one and two issues with customers coming in, but just to work on a backlog of severity three and four issues in the product. A specialized team that brings it right down and we got it to the point where we can turn around any new incidents coming in from customers in a very, very short period of time.
For a period of time, you’ve to put a dedicated team on that just doing that and we went outside and in some cases used contractors for that as well. So that’s an indication for where you take money and instead of having a team of say, four people, you have a team of eight people, that can just reduce that backlog in a shorter period of time. That’s one example.
- To read the full transcript on Seeking Alpha, click here »
