The Image of Resilience

 

 

 

Having faced both a state audit and a major flood, Echo Concepts' Alan Luzietti admits he's had some bad luck and has made a few business mistakes. "People always say tough times build character, but I believe that adversity reveals what kind of character you already have."

 

Denver-based Echo Concepts provides document imaging services for its clients, including law firms and insurance companies. Luzietti estimates that the company scans a half a million pages per month and can reduce a client's document retrieval time from days to seconds. For example, by using its own services, Echo was able to quickly provide receipts and tax documents for a 2006 state audit.

 

Echo Concepts' competitors include big companies and small fly-by-night operators who charge less but send the data over the Internet to other countries for keying-a huge security risk because most of the data are confidential. Luzietti says that he's approached at least once a week by an international coding shop offering to do the work at one-fiftieth of his current costs.

 

Luzietti avoids international security risks and takes extra steps to ensure that his clients' data are not subject to theft. This includes working on a closed network with limited employee access and no master database. He also subjects his employees to confidentiality agreements and background checks.

 

Echo Concepts distinguishes itself from the competition by empowering its employees to be problem solvers, not just scanners, according to Luzietti. Employees provide suggestions to clients on how they can improve their processes and are rewarded for their efforts. Luzietti pays his employees more than the minimum wage; however, he is concerned that a recently passed 33% increase in the state minimum will make his wage offerings less competitive.

 

Echo Concepts has become adept at taking its business to client sites, setting up temporary offices so that the clients always have access to their documents. "That's something we're doing more and more of to best serve our clients and to separate us from our competitors," says Luzietti.

 

Echo Concepts has faced bigger hurdles than just stiff competition. The company was devastated by a building flood in 2004, which caused thousands of dollars in equipment damage and completely shut down production. Luzietti says that he had to ask his clients for more time on date-sensitive projects. Strong client relationships and dedicated employees helped Echo rebuild quickly.

 

To share a Success InSight of your own, e-mail Greg Galdabini at ggaldabi@uschamber.com or phone 202-463-5563.