At FormFast, we pride ourselves on providing the highest quality service to our customers. Following an implementation, most of our customer-support relationships take place over the telephone. But what about the person who gives your tech support? We thought you might enjoy putting a face to your phone support . So, with this debut issue of InFormFast, we’re presenting one of our West Coast support staff, Kenn Hamm.

Kenn Hamm is a Systems Consultant, located in Spokane, Washington. He’s responsible for installations, troubleshooting and support. He also trains customers on how to conduct their web site and software and works as Web Administrator for FormFastSite and the FormFast web address. That’s almost a lifetime’s resume, but that’s not all he does.

A licensed pilot and the owner of some 850 model airplanes, Kenn brings a depth and breadth of life experience to his position as a Systems Analyst. And much of it comes through in his philosophy of customer service: "I always remember that there’s a real person at the other end of the telephone that needs my help," he says. "When I have occasion to call tech support as a customer, I know what I appreciate as a customer; and I try to give that to everyone who calls me." Kenn says he finds it frustrating when he calls a customer service rep and gets the impression that the person at the other end either doesn’t want to help, or isn’t really interested in his problem. It’s a frustrating experience that this self-described "geek" never wants his own customers to experience. "Not everyone is as technical as I am. I find out where the client is technically, and I address them at their level. I know my job takes patience, and I always work to be attentive to what the customer needs...as well as how they’re feeling about the process. "

Kenn graduated from Eastern Washington University with a degree in Geography, and after several years in urban planning, turned his attention to the world of computers and the internet. He ran his own web development company for more than a decade before joining FormFast last year. It’s a position that offers variable days and lots of challenges—the kinds of opportunities he thrives on.

"In many ways, forms automation is a fledgling industry. Hospitals have been faced with the challenge of updating archaic technology, while also addressing the opportunities our software can provide. At present, hospitals that are using preprinted forms are spending lot s of money on printing and storage. And there’s a lot of waste, too. When forms become outdated, or are damaged and discarded, these facilities are literally throwing away dollars. Our software can help them save very significant money."

But Kenn is quick to point out that forms automation is not just for hospitals. "Any business that deals with a data stream can benefit from our approach. This includes companies that must generate invoices, purchase orders routing slips or other forms." Kenn adds that large manufacturers, such as Ford and GM are also reevaluating their information flow with an eye to converting it from paper to electronic records.

Although Kenn insists that there is no "typical day" to his work schedule, he explains that he often receives many "detail questions. "Customers will call and ask: ‘How do I build a job? How do I set criteria?’ A fair portion of what I do might be called refresher training or walk-throughs with our customers." And taking those calls from customers is something that Kenn truly takes beyond the ‘day to day.’

"The customer is everything in this. I want to be sure they leave the call or the visit happy and with their questions answered. It’s important that they not feel more frustrated by me after they end the call." He adds, "Clients aren’t as want their problems solved. I make it my priority to do that for them."

Kenn’s enthusiasm for his customers is matched only by his excitement about the future of forms automation. "There’s so much potential for automating forms, getting rid of paper and streamlining processes. I see it as something that has terrific potential for growth across lots of industries…and FormFast is there, leading the way to make this happen. Our product is stable, easy to use and it has a lot of flexibility." When asked why his customers choose FormFast over competitors, Kenn answers, "Going with FormFast is such a great idea, and it’s a no-brainer. The money spent annually on pre-printed forms is phenomenal. And to be able to free yourself from that burden is amazing." He concludes, "I see growth for this industry…and FormFast leading in innovation and customer service. I’m really glad to be a part of such an exciting story."