At Revel, we often refer to ourselves as the “People POS.” But what does that mean, exactly? To our team it means keeping people—specifically our clients—at the heart of everything we do. And in light of a rapidly changing business environment, we realize that driving innovation and bringing new, time-sensitive products to life is critical to help our clients stay open for business.
This post is the first in a new series we’ll be sharing on the blog. We’ll be shining a spotlight on the employees behind our technology. In other words, we’re showcasing the people behind our “People POS.” First up is a veteran Revel employee who takes a people-first approach to everything he does. He brings this same person-focused approach to leading a team of small to medium-sized business (SMB) consultants here at Revel.
As an SMB services lead consultant, Patrick manages a team of consultants who offer onsite and virtual assistance to Revel clients. The team’s combined expertise allows them to navigate POS implementations, unique client requests and customized solutions for strategic growth.
Since joining the company nearly five years ago, Patrick has witnessed significant transformation within Revel’s walls. In that time he’s seen the company adjust its strategic direction, expand to include a headquarters in Atlanta in addition to the San Francisco office where he’s based, and dramatically improve its customer service. In fact, after making the decision to bring Revel’s customer support team entirely in-house, Revel’s customer satisfaction score (CSAT) went from 78% to 94%, mirroring best-in-class metrics for a technical support center. In addition to watching the company evolve, he’s enjoyed some career growth of his own.
“There have been some personal areas of growth I’ve been able to experience at Revel,” he says. “This includes originally starting with the company as a consultant, and eventually having the opportunity to become a team lead. Watching that transition has been great.”
Prior to the emergence of COVID-19, Patrick called Revel’s San Francisco office his home base. But in reality, he often considered himself remote because of frequent travel for onsite appointments with clients. On any given day he could find himself in a new state and time zone. Still able to support clients—but from a virtual capacity—through the pandemic, the Bay Area has re-emerged as his primary workplace.
Earlier this year when the effects of COVID-19 became clear, our team at Revel took immediate action. We temporarily closed our offices and suspended on-site implementation services to help fight the spread of the virus. This also meant making significant changes to our SMB services operations and how our team members assist SMB clients.
Patrick’s entire team pivoted and realized how critical some of Revel’s solutions, like online ordering, would soon become. The team quickly launched a series of virtual training sessions to help clients successfully implement Revel’s online ordering solution. They paired this with free, weekly webinars designed to help simplify the setup process.
“Clients that choose Revel have one thing in common: they care about every detail of their business,” explains Patrick. As today’s climate continues to challenge business owners with new obstacles, the SMB services team is working to adapt alongside our clients and offer up their expertise.
Patrick has thrived in all of his client services roles at Revel because he finds joy in interacting with clients and helping them achieve their goals.
“I really like engaging clients and coaching my team on how to engage clients,” he says. “Our clients are amazing, and the people at Revel are really great to work with.”
This makes him a perfect fit for the “People POS.” Revel’s company-wide commitment to our clients’ success is unparalleled in the industry, and our SMB services team plays a large role in fulfilling that commitment.
In order to bring Patrick’s Revel story to life, we got the chance to shadow him during a typical in-office work day earlier this year. (Don’t worry, the filming took place before the widespread coronavirus pandemic). Watch Patrick in action in his full interview on our YouTube channel.
Throughout Patrick’s growing tenure at Revel, he has built lasting relationships and helped service hundreds of clients alongside the rest of the SMB services team. These clients are now better off because of the team’s combined expertise and shared belief that clients are—and should remain—the heart of our business.
To learn more about Revel’s full suite of professional services offered, please visit our website.