2011 Annual Report MISSION The Amtelco Equipment Owners is an Association dedicated to education, networking and the development of best practices among memebers.
National Amtelco Equipment Owners 1
VISION To be an indispensible resource for all Amtelco users.
Committee Report Pages: 2 Technology | 3 Education | 3-5 Financial 6 Membership | 7 Conference | 8 Board of Directors
Submitted by Kelli Harrigan, NAEO President After a few difficult economic years for many of our members (and the country as a whole!), it seems that 2011 brought with it a bit of cautious optimism and hopes for a healthy recovery year. I hope that all of our members have had a growthand success-filled year! 2011 started off with a BAMM! for NAEO members in New Orleans at our Annual Conference. With rebounding attendance and an excellent educational agenda, our members were treated to a wealth of opportunities to learn and grow, including all levels of their organization. And the proximity to the sights and sounds of the French Quarter provided ample opportunity to spend time with our peers as we explored and enjoyed the New Orleans atmosphere! in
The Board of Directors, including newly elected Lina Masri and Kurt VanderScheer and re-elected Matt Crocker, made our annual spring trip to Madison for our board meeting and the opportunity to sit down in person with Amtelco’s leadership team. We always enjoy a candid dialogue with Amtelco that generates ideas and opportunities for both NAEO and Amtelco. One item that came from that meeting was NAEO involvement in their new Innovation Machine – posting the submissions and resolutions to the listserv as well as enabling Board involvement (in the form of Kurt VanderScheer) in the weekly discussions of wishlist items and their feasibility. This has created more activity on the Innovation Machine as well as many valuable discussions on the listserv! The Board also re-addressed our strategic plan for the next three years, including goals such as: • Diversify and increase revenue (this includes how we structure conference, dues, analyzing what other sources of revenue we could be using to supplement dues, etc.) • Increase Membership (finding non-members to bring into the fold, improving retention, communicate benefits better, etc.) • Improve and better leverage our communications (examining everything from Board internal communication to extending that out to the members, developing a social media strategy, events marketing, etc.) • Improve Amtelco advocacy for our members (communicating more with Amtelco staff, working together with Amtelco on educational opportunities to ensure member needs are being met, etc.)
• Re-build relations with ATSI • Broaden Education (we are looking beyond Infinity/IS programming into other areas for best practices/guidelines on dealing with issues like PCI compliance, HIPAA, business continuity, further address operator training, etc.) • Volunteer Development (identifying and recruiting new volunteers, speakers, etc.) Many of these goals are ongoing, and we have made great strides in tackling the initial phases of these issues this year and laying the groundwork for the years to come. You will notice that one of the last goals involves identifying more volunteers! We have a strong and very active board, dedicated to our association and the committees on which they serve, but we can always use MORE! Fresh ideas, new talents, energizing spirits – this is what an association like ours needs to cultivate to grow and thrive. Please see any of your friendly board members to find out how you can help out! Via full board conference calls every other week, monthly committee calls and our in-person board meeting in the fall, your NAEO Board and Committees continued to make strides towards our goals. Membership has been hard at work both with finding new members and retaining existing members resulting in a gain for the year! Education has brought us an extensive collection of webinars throughout the year as well as our hands-on workshops for IS Training and Supervisor Training and assisting the Conference Committee to develop an agenda for the Annual Conference that will help you Raise the Stakes in 2012. The Technical Committee has been hard at work behind the scenes with our vendors to find ways to improve our infrastructure as well as working with Amtelco on their Innovation Machine committee. Betty Bouchie, our Newslinks editor, has given us another year of excellent material, bringing in both members and Amtelco staff to contribute some great educational content. It has been an exciting year for me to be president of the association – truly a highlight of my years serving on the board. The value of membership in NAEO goes so far beyond dollars and cents – the knowledge gained; the friendships made; the AHA! moments at every meeting, board meeting, workshop and Webinar! If you have not had the opportunity to serve on a committee yet, I encourage you to do so – it will be more rewarding than you can imagine. I wish you all a successful and prosperous 2012. Kelli Harrigan
Submitted by Matt Crocker, Technical Committee Chair The Technical Committee’s mission is to provide technical support for the NAEO board and its members. In 2011 we continued to develop the integration of our Members 360 CRM system. In 2012 our plan is to review the operator training system and work on integrating it with Members 360. The NAEO list server is running smoothly; no changes are planned. As always, if you would like to join the Technical Committee please contact the Technical Committee chair at email@example.com. 2
Technology Committee Members: • Matthew Crocker, Chair • Scott Harbin • Kurt VanderScheer
Submitted by Gerald R. Brosseau, II, Education Committee Chair I am extremely proud of the 2011-2012 NAEO Education Committee and the staff of my company. Immediately prior to the annual conference in New Orleans, I became deathly ill with pancreatitis and spent nearly 6 months in and out of hospitals, 8 weeks in ICU, and 2 weeks in a coma. Despite my absence for this time, my entire committee and Trisha Stenberg, Conference Chair, continued to focus on providing creative educational workshops to the membership. I am proud to report that the 2011 Annual Conference had an excellent attendance and outstanding reviews of the educational content and presenters. In fact, much of the conference planning for the 2012 Annual Conference is based on member reviews, questions, and ideas that have were presented in New Orleans and throughout the year from surveys and the membership list serve.
Fields, and customize IS Directories. The operations workshop featured learning how to maximize efficiency of staff members by utilizing features and reports of the Infinity system. In addition, a new session was added this year that focused on how to handle difficult employees and customers from a managerial and human resource perspective. Reviews from this mini-conference were also very impressive. Great job again to the dedicated members of the education committee!
This past year the committee worked diligently on three major aspects: webinars, supervisor training, and Intelligent Series training. The webinars incorporated topics that were of major discussion on the list serve and by member request, such as business continuity, customer service training, software and Amtelco peripheral training, and Intelligent Series training. For the second year, these webinars were recorded and are available to the membership at www.naeo.org in the members-only section of the website. If you are interested in presenting a topic or have ideas for webinar topics, please don’t hesitate to email firstname.lastname@example.org.
Finally, I wish to extend my sincere appreciation to every member of the Education Committee for their consistent dedication and outstanding team work! The Education Committee always welcomes new ideas and new members. Please don’t hesitate to get involved and offer your perspectives, ideas, or expertise.
In August, the education committee hosted a dual workshop for Intelligent Series programmers and operations staff members. The IS workshop focused on learning the basics of Intelligent Series. Attendees learned how to build IS Messaging Scripts from scratch, incorporate dynamic info pages with Shared
The remainder of the year has been focused on preparation for the 2012 Annual Conference in Las Vegas, Nevada. We’re confident that the content is not only educational, but innovative and informative for all members of your organization. We’re excited that David Fabricius has agreed to be our keynote speaker this year. As an internationally renowned YPO-WPO and Fortune 500 corporation speaker, he specializes in offering “outstanding leadership perspectives, a life-balance system, sales strategies and team building experiences including the fire walk.”
Education Committee Members: • Gerald Brosseau, chair • Trisha Stenberg • Brandon Westfall • Deborah Anders • Tonie Corbin • Woody Adamson • Kelli Harrigan
• • • • • • •
Lisa Phillips Theran Mossholder Pamela A. Pupatelli Gail Russell Jessica DeLeeuw Tessie Toups Evelyn Portinari
Submitted by Robin Bailey, NAEO Secretary/Treasurer At the end of 2011, the balance sheet improved from the previous year. We have $12,000 more cash available than at the same period last year. The Accounts Receivable balance is for dues that had not been received as of year-end. Prepaid Expenses consist of deposits for the speaker and hotel for the 2012 conference plus site visit expenses. There is $4,125 for Affiniscape that has been paid and will be expensed over the term of the contract. The organization ended the year with total net income of $12,665 with all but $353 coming from the 2011 conference. Conference income was up $3,137 over last year. Registration income was up $18,617 offset by commission income being down, $15,680, from 2010. Total income for the 2011 Conference was $134,658. Expenses for the conference totaled $122,346 compared to $126,342 in 2010. Equipment rental was down $6,964 from the 2010 conference. Additional savings from the audio visual equipment were felt in the IS and Supervisor Training with expenses down $6,883 and $3,306, respectively. These savings were offset in part by meal costs which exceeded last year by $14,087. The hotel in Newport Beach had given us a concession of $10,000 for the opening reception which accounts for a majority of the variance. Net income for the 2011 Conference was $12,312 compared to $5,179 for 2010.
Total income for Non-Conference of $163,445 was down from last year by $7,316. Income from the auction of the Cancun packages accounts for $4,540 of the variance. The proceeds benefited the Operator Relief Fund. Dues were down $4,199. Although the number of members changed very little in total, new members that were added during the year were at the introductory rate while members that did not renew were at a higher dues rate. Registration income for the workshops increased this year by $1,792. Total expenses for Non-Conference, $163,092, were favorable to last year by $46,800. The cost of the Business Continuity Plan and the legal expenses for establishing the NAEO Foundation in 2010 accounts for most of the variance. Management fees increased 3%, $2,910, per the contract. Credit card processing fees increased $835 as more members paid dues and registration fees by credit card. We also had the cost of the Cancun packages, $5,535, that we auctioned off last year. The Board had one less in person meeting this year to reduce expenses. The IS Training and Supervisor Workshop held in Philadelphia this year broke even. Total net income for Non-Conference was $353 for 2011. Total net income for the organization was $12,665 compared to last year’s net loss of $33,952. As always, NAEO has provided beneficial programs for the membership while controlling the cost to the members and the organization. See pages 4 and 5 for 2011 financials. 3
January 1, 2011 to December 31, 2011 Annual Conference
January 1, 2010 to December 31, 2010
Income Advertising Income Commission Income
Donations Dues Interest Miscellaneous
Sponsorship Total Income
Collins Scholarship Credit Card Fees Depreciation Equipment Rental
Insurance IS Training
Operator Relief Fund
25,865.43 12,284.98 -1,244.74 65,127.58
Total Expenses Net Income
Statement of Retained Earnings
Net Income (Loss)
(2011 vs. 2010)
2011 vs 2010
45,528.66 10,330.58 113,521.43 169,380.67
34,460.86 10,325.42 112,583.80 157,370.08
Accounts Receivable Prepaid Expenses Total Current Assets
4,694.61 11,220.23 185,295.51
6,235.00 6,006.02 169,611.10
Fixed Assets Equipment Accumulated Depreciation Total Assets
7,640.32 -6,476.96 186,458.87
7,640.32 -5,966.00 171,285.42
Current Liabilities Accounts Payable Deferred Revenue â€“ Conference Deferred Revenue â€“ Dues Total Current Liabilities Total Liabilities
213.04 9,264.50 88,616.55 98,094.09 98,094.09
4,290.77 91,294.82 95,585.59 95,585.59
Equity Retained Earnings Net Income Total Equity Total Liabilities & Equity
75,699.83 12,664.95 88,364.78
109,652.21 -33,952.38 75,699.83
Liabilities & Equity
Registrations Registrations Miscellaneous Miscellaneous Interest
Interest Dues Donations Commission
Checking/Savings/Cash Checking Curtin Scholarship Fund Savings Total Checking/Savings
Credit Card Fees
Submitted by Billy Peppard, Membership Committee Chair I love roller coasters as much as the next guy, but not when it comes to an up and down year with all kinds of sudden twists and turns, and stops along the way. 2011 reminds me of just that. I can’t remember a year when the days and months literally raced by so quickly, only to realize the holidays were rapidly approaching, and next thing you know you’re toasting the arrival of 2012. Wait…..what? It seems like just yesterday we left New Orleans with all kinds of exciting possibilities the coming year would present and yet now we find ourselves preparing for our rapidly approaching 2012 Conference in Las Vegas, NV. The Membership Committee left New Orleans last year with a renewed sense of energy and excitement as we were encouraged by the interest of some new volunteers coming on board. A few twists and turns later, we were without new volunteers and even lost a few people for various reasons. One of our former committee members, Sam Kooiker, was even elected Mayor of Rapid City, SD! Despite all the twists and turns, the volunteers on Membership stepped up and faced the challenges ahead full steam. Looking back now, 2011 turned out to be quite a successful year. Our goal beginning the year was 204 Members. As of this report, membership stands at 208, including 17 new Members in 2011. M&As continue to take their toll on the TAS industry; however the large majority of New Members are a direct result of the new sales and Introductory Members provided by our friends at Amtelco, so congratulations to their team for a great year! The communication and coordination with these new Members would not have been possible without our Amtelco liaison, Jana Olson. She continues to be a huge asset to the Membership Committee, Ambassador Program, and NAEO as a whole. Thank you, Jana and Amtelco! We continued the push to utilize the power of our Member Portal, Members 360, and the activity seems to have picked up steam in the second half of the year based on the number of renewals processed online through the website. I hope to see this trend continue and have everyone using all that M360 has to offer by next year. That said, there have been some challenges along the way, especially for those using M360 for the first, and even the second time around. As a result, there are now “FAQ” and “How To” documents available to help walk everyone through the initial process. The wealth of information M360 provides the Membership Committee, in particular, is invaluable, so I encourage everyone to utilize M360, and take advantage of all the benefits NAEO has to offer. It amazes us how many Members out there are not taking full advantage of every NAEO Benefit available. We also dove headfirst into social media and social marketing by creating NAEO’s very own Facebook page http://www.facebook.com/joinNAEO. Special thanks to Sarah Wilson of Appletree for spearheading that project. If you are on Facebook, be sure to check us out and click on “Like” to receive our updates. The more people who “Like” us, the better chances we have of identifying those Non-Member sites we want to bring into the NAEO Family that have eluded us for years. Our case study was also completed this fall and has been posted online for review. While using specific numbers for certain aspects of the Case Study, general numbers were used for the majority, providing a very easy formula for anyone to plug their own numbers into in order to see just how much NAEO Membership is worth. It’s amazing to see the actual dollars your Membership provide throughout the year. Obviously there are certain aspects to NAEO that simply cannot be valued…the power of the List serve, the vast amount of knowledge gained through the networking opportunities come Conference time, and the support offered by Member companies throughout the year (especially 6
to those who have been affected by some type of natural disaster), to name a few. We are very fortunate to have our Conference in Las Vegas around the same time as the HIMSS Conference this year, so we’ve also been working towards maximizing that opportunity to recruit those attendees and 1Call members to attend NAEO. Hospital members are an area that remains a tough sell for NAEO, but the input, efforts, and participation from Gail Russell and Mary Hutchinson continue to provide excellent information that help us identify how to better serve and accommodate hospital environments within our organization. I can’t go without mentioning the tireless efforts of Ron Waine/TigerTel and Laurie Blow/CVC Paging in the Expired/Cancelled Members area. Their time, energy, and efforts are a huge reason our numbers remain high, and also for the success we’ve had over the past year getting some cancelled Members to rejoin and/or renew their NAEO Membership. These two people have perhaps benefitted the most from M360, and they have utilized that information to its fullest extent in performing their duties, and have really done an excellent job of making the rest of us look…average. Thank you, Ron and Laurie, for all your hard work. One of our newest Board Members, Lina Masri, took on the role of handling our Introductory and New Members and has done a wonderful job of welcoming new Members into the fold. As with the Ambassador Program, the year seemed to start out slowly, but really took off over the summer and fall. For those Introductory and New Members, don’t forget that 50% discount to your first NAEO Conference…our goal is to get you there for one reason: You will want to come back next year and make it the one event you simply cannot afford to miss every year. Andy Shelp continues to be our rock and task manager and helps keep things organized while the rest of us are running around with our heads cut off managing our own businesses. Andy, thank you for everything you do. In closing, I would be very remiss to not acknowledge someone who will be leaving the Board of Directors in Las Vegas after many years of his insight, advice, encouragement, leadership, wisdom, and most of all, his friendship… Jim Wagner. 2011-2012 brings to a close Jim’s two terms on the Board, highlighted by his year as NAEO President in 2007. His involvement on the Membership Committee and dedication to the Board, and our Membership, through all the years has benefitted us all. Thank you, Jim, for everything you’ve done to help improve NAEO…just don’t get any ideas that you’re getting away from the Membership Committee all that easy. If you have any questions on M360 or want to make sure you’re using every available benefit, please don’t hesitate to track down Andy, me, or anyone on your Membership Committee for assistance. We stand ready to help you get the most out of your NAEO Membership. Now…let’s Raise the Stakes and see if we can’t Break the Bank next year! Membership Committee Members: • Billy Peppard, Chair • Jim Wagner • Ron Waine • Sarah Wilson • Laurie Blow • Lina Masri • Gail Russell • Mary Hutchinson • Jana Olson, Amtelco Liaison • Andy Shelp, NAEO Executive Director
Submitted by Trisha Stenberg, Conference Committee Chair The NAEO 2011 Annual Conference, BAMM! Kick Up Your Call Center Menu!, was held at the Roosevelt Hotel in New Orleans, LA, from March 13-16, 2011. From the Appetizers through the Desserts, and every Entrée in between, the meal choices were limitless and the cuisine was raved about. Starting off with our ever popular IS Training Seminar, and the return for the second time of our Supervisor session, gave us a great beginning. And this year for the first time we added Amtelco’s 1Call Seminar! These were followed by our First Timers Reception where we welcomed all the first time conference attendees to our group and got them started with a fun game of BINGO to help them along their path to meeting some of the faces they would be spending the next few days with! Then on to our Opening Reception on the pool deck where we raised over $10,000 for the NAEO Foundation through our auction! Day two kicked off with the wrap-up of our pre-conference workshops as well as Amtelco University where the Amtelco team shared new Tips and Tricks on using the tools within Infinity. Then after lunch – the Doctor was in! Nancy Friedman, The Telephone Doctor, spent some time with us talking about customer service and how to get out of the gray area, and raise the bar! We wrapped up the day Rollin’ Down the River with Amtelco on the New Orleans steamboat Natchez and listening to some Jazz. Day three started with Branch Out and Grow as Kevin Beale and the Amtelco team took us through the new Infinity releases and service offerings to help grow your business. The remainder of the day was filled with breakout sessions, with something for everyone with our Operations, Marketing and Management, and Technical tracks. The NAEO Business Meeting was held on Tuesday. The NAEO Board of Directors was led by President Joe Adam, who walked us through the year’s accomplishments. Then passed the gavel to incoming President Kelli Harrigan, who took us through what to expect in the year to come. Lina Masri and Kurt VanderScheer were elected to our Board of Directors, and Matt Crocker was re-elected to his second term. The last day kicked off with part 2 of Amtelco walking us through ways to expand our business through Infinity and Intelligent Series. This was followed by our every popular Round Tables with 14 different topics available for you to discuss with industry peers. After one last set of breakout sessions, we ended the conference with our Best Idea Session where everyone shares the best idea THEY picked up during the conference, and hopefully then walked away with a few more ideas from hearing everyone else’s!
Conference Committee Members: • Trisha Stenberg, chair • Gerald R. Brosseau • Marci Imes • Tessie Toups • Kelli Harrigan • Rob Laguerre • Lisa Phillips • Julie Cygan, Staff Liaison
Finally, the location of our 2012 Annual NAEO Conference in Las Vegas, NV was revealed, and everyone went home with a few more ideas and a lot of great memories.
2011 Board of Directors
PRESIDENT Kelli Harrigan Spectrum Communications
TECHNICAL CHAIR Matt Crocker Crocker Communications, Inc.
Board Members Jim Wagner Wagner Communications, Inc.
VICE PRESIDENT Trisha Stenberg Appletree Answering Service
CONFERENCE CHAIR Trisha Stenberg Appletree Answering Service
Board Member Lina Masri Extend Communications, Inc.
PAST PRESIDENT Joe Adam AMAC
EDUCATION CHAIR Gerald R. Brosseau, II Always On Call Answering Service, LLC
Board Member Kurt VanderScheer Answer United
SECRETARY/TREASURER Robin Bailey The Legacy Connection
MEMBERSHIP CHAIR Billy Peppard Medical Connections, Inc.
EXECUTIVE DIRECTOR Andy Shelp email@example.com
Save the Date for 2013 NAEO Annual Conference March 16-19, 2013