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VRI Wins Service Business of the Year!
Jan 12, 2012
Back in July the Dayton Business Journal nominated VRI for Service Business of the Year, and we are happy to announce "WE WON!" It was a close competition between some of the top companies in Dayton but VRI's excellent service record and customer service made us the clear winner for 2011.
We've posted some pictures and added an article by Joe Cogliano from the Dayton Business Journal. Enjoy!
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Pictured from Left to Right: Fadi Ibrahim, Andy Schoonover, Scott Young, Chris Hendriksen |
VRI adds clients by providing personal service touches
BY JOE COGLIANO
DBJ Senior ReporterWhen employees at Valued Relationships Inc. discovered a customer in Florida was having trouble breathing because of the heat, they sprung into action.
Also known as VRI, the Franklin-based company provides home health services such as medical alert systems, vital sign monitoring and medication dispensing. Tipped off by a negative reading, VRI workers called Florida to figure out what was wrong and how they could help.
When the man said he needed a fan for his trailer, VRI staff took up a collection, ordered a fan from a major retailer, and had it delivered.
"And that had great economic benefits for us too," said Andy Schoonover, CEO of VRI. "That guy was the happiest customer we've ever had; imagine how many people he has told about what great things that we've done for him."
Schoonover and Chris Hendriksen, who serves as president, have a simple approach to service - employees are encouraged to treat customers as if they were parents or grandparents. The duo says that attitude is a big key to the success of VRI, which was named the winner of the Service Business of the Year.
"We really care about our customers, and we'll go above and beyond to make sure they're treated well," Schoonover said. All of the figures point to VRI having a banner year.
The company more than doubled its footprint when it moved to 25,000 square feet of space in Franklin earlier this year. It has also grown to 130 employees, up from 110 at the end of last year, and is still working to get to 300 workers within the next five years. VRI serves 66,000 clients across U.S., an increase of 16,000 this year.
VRI doesn't market directly to end-users. It typically targets referral networks such as home health care companies and insurance plans, which then sign up their clients for the services. Direct marketing accounts for about 10 percent of its business. The company charges a monthly monitoring fee, about $30 per device.
In addition to its reputation for service, Schoonover said a booming vitals monitoring segment of the business, as well as newer cellular-based, medical alert products, are driving growth. That includes a mobile pendant - so the customer doesn't need to be at their house — with built-in GPS tracking capability, speaker and microphone.
VRI has customers in all 50 states, but is in the process of expanding its physical presence to gain more. The company recently hired sales reps in Minnesota, Florida and Colorado. Martin Russell, director of economic development for Warren County, said VRI is a perfect example of a company using technology to stay on the cusp of the health care industry.
"If you look at the direction of the state of Ohio, trying to have as many folks as possible stay home longer, the technology and the service that VRI brings allows that to occur," Russell said. "They also offer the chance to drive down insurance costs by catching things before catastrophic events occur."
VRI was founded in 1989 and relocated several times before settling in Franklin this year. It was founded by Darren Torrence, who serves as director and general manager.
