JAMES

I was asked to join BHI as Vice President of Technical Services in 1996. In this capacity I was responsible for all software, hardware, installation, training, and support of all BHI's Document Imaging sites. Our technical team consisted of three installer/trainers, four programmers, two customer service reps., and five consultants, located in California, Washington, Colorado, Texas, and New York. As of 1999 we had over 20 installed systems representing over $4 million in total hardware and software... Once the 1mage team began releasing a stable product (due largely to Quality Control), and the calibre of our support team increased, we were able to focus on solving our customer's technical issues. Our customer confidence levels increased and trouble calls decreased dramatically to a third of their original level.