Gregory Allen – European Technology

 

What’s your role within the Holman Family?

As the lead for European Technology, I have recently expanded my responsibilities to include the UK and my previous work with our German team. Coming from the US, this transition has been a significant change, but I embrace the challenge and the opportunities it brings.

My role encompasses a wide range of responsibilities, but my primary focus is to identify, develop, and implement technologies that have a positive impact on our employees and, most importantly, our customers.

My journey with Holman began 25 years ago when I started as a helpdesk associate. Throughout the years, I have worked in various departments and assumed different roles across different countries. This has provided me with valuable insights into the business, its past, present, and future directions. I am grateful to have been part of this organisation for such a long time.

One vivid memory from early in my career was a customer reaching out to me regarding data conversion from an old modem. I had to create a floppy disk for them to access the required information. Although the technology I work with now is vastly different, the core principles of customer service remain the same. We are always available to assist and strive to provide solutions to any challenges or inquiries they may have.

 

Everyone talks about roadmaps in corporate life. Does IT have one, and what does it mean?

The objectives of our organisation are dynamic, and what is important to us today may not be the same as tomorrow. In order to meet evolving needs, we will undertake projects that span various timeframes, including one month, six months, or three years. Additionally, we must be prepared for unforeseen projects that may arise. By mapping out an IT journey that aligns with our business objectives, we can ensure that we stay on track.

Given the rapid pace of technological advancements, it is crucial for us to stay updated and responsive. We must constantly stay informed and adapt to deliver the most efficient solutions to all parties involved. By doing so, we can enhance our service offerings to the fleets under our care, ensuring their needs are met effectively.

We initiate this process by conducting a comprehensive business survey, which allows us to gain valuable insights into our customers’ performance, productivity, efficiency, and support requirements. We also assess their existing technology infrastructure and how they utilise it.

Next, we perform a SWOT analysis of their systems to identify their specific objectives and ensure that our resources are aligned to provide the best technological solutions for their needs.

We then consider how our customers can successfully execute the roadmap we have developed. This involves assessing the necessary building blocks, such as recruitment drives to ensure adequate staffing, providing support and training, and establishing efficient implementation processes.

It is crucial to recognise that the roadmap we create is a dynamic and adaptable entity within our organisation. While it remains an integral part of our strategy, it must also be flexible to accommodate changes and evolving requirements.

Many perceive IT as a transactional service, but as an organization, we understand that its true value lies in approaching it as a collaborative and strategic journey rather than a reactive one. To achieve this, we must foster teamwork, offer expert advice, and anticipate the wants and needs of our customers.

For me, success is when our customers feel heard and understood, and we are able to provide them with technology solutions and fixes that continue to benefit them in the long run.

 

What are the typical kind of challenges that you solve for your customers?

Irrespective of their scale, our customers share a common desire to optimise their operations and enhance cost efficiency and productivity. Addressing this challenge is our primary objective on a daily basis.

The dynamic nature of technology means that businesses continuously adapt to their evolving environment in order to optimise their operations. In the present landscape, the line between customer and consumer experiences is increasingly blurred in the B2B realm. Holman is committed to assisting our customers in navigating these changes and offering the appropriate solutions to help them achieve their objectives.

 

What elements of your role bring you the most satisfaction?

My experience of coming to the UK to take on this role and drive change has been incredibly positive. I strive to collaborate with my team and provide them with the support and empowerment they need to implement new technologies. It brings me great satisfaction to witness the adoption of new strategies, processes, and applications that have a tangible impact on our operations and, ultimately, on our customers.

Maintaining motivation, particularly in the realm of technology, can sometimes be challenging. With constant changes in the tech landscape, it is vital to have a team that embraces an open-minded approach and is eager to learn and adapt to new technologies without fear. We are fortunate to have the backing of the broader global Holman family, enabling us to tap into valuable learning resources and innovative tech insights. This inclusive approach ensures that everyone, from interns to long-serving staff members, can actively participate in the tech transformation we are building at Holman and extend its benefits to our customer base and beyond.

 

How important is customer loyalty to you?

Our customers are the foundation of our existence, and their satisfaction is paramount to our success. My ultimate objective is to build strong relationships and turn every customer into an advocate. By prioritising their needs and delivering the best solutions possible, we ensure their success and drive our own growth as a business. The symbiotic relationship between customer satisfaction and our success fuels our commitment to consistently provide the best solutions for their requirements.

 

What can we expect from Holman from a tech innovation perspective in the future?

As a UK organisation, we are going through a transformational period. At the top of the agenda is an app that will allow our customer’s drivers to exceed experience and place us as the industry benchmark.

The incorporation of sustainable technology holds a prominent position on our agenda, driving our pursuit of automation and efficiency in every decision we make. Our US team leads the way in investments within these domains, establishing a solid foundation and serving as a benchmark for our operations in the UK. Benefiting from our global footprint, we have the advantage of operating with the agility and innovation of a small business while leveraging the vast resources and expertise of our broader organisation. This enables us to stay at the forefront of technological advancements and deliver impactful solutions to our customers while maintaining a nimble and adaptive approach.

 

Can you give us an example of when you and your team went the extra mile for your customer?

Through our long-standing partnership with a valued customer, we have dedicated over 7,000 hours of development time to collaborate on a customised software solution. This significant effort has enabled the customer to achieve remarkable internal efficiencies, fulfil their business objectives, and establish a centralised and reliable source of fleet information through Holman insights.

At Holman, we prioritise active listening, thorough assessment of our customer’s needs, and a deep understanding of their business objectives. By applying this approach, we consistently provide tailored technology solutions that surpass their expectations. This commitment to exceptional service and delivering impactful results is a core principle we uphold for all our valued customers at Holman.