"You guys keep doing what you're doing. They (our Customer Service Reps) are buying in because WE are bought in. We needed this support: the emails, the portal, the links.... You (OCM) gave us the materials and they were really helpful!"

- Marilyn Kenon, Customer Service Manager for City of Tallahassee

"I worked with Grace on a large customer information system implementation with a very forward-thinking client. It's literally the first time I've seen a successful implementation of OCM at a customer site. Under Grace's leadership, the key messages were consistently promoting new ways of working enabled by technology, both for internal and external customers. 
 
One of the most innovative internal tools I've seen lately is something she and her team created which was intended to a be a one-stop shop for CSRs to find whatever information they needed so they could quickly and easily find the scripts and other information to support the questions they would get asked. Right before go live, Grace's team launched an internal Customer Support Portal that made it easier for everyone to find timely information and this also supported many last-minute changes that might have otherwise struggled to get buy-in or traction just due to the sheer quantity and timing. Great job Grace!"

– Donna Barton, Senior Training Lead at Itineris.

“My team and I appreciated the efforts of Grace and her counterparts to keep us trained, informed, and flexible as we navigated the change withinour organization. Grace’s extreme passion and commitment to excellence are the hallmarks of her success and ours!

There’s no way we (all involved) could have accomplished such an undertaking without the skill and abilities of Grace and her team to lead us thru it!"

– Charles Brown, Revenue Administrator for City of Tallahassee.