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Consulting

The Value of Metrics in Achieving Your Business Goals

How do you measure success?

Often, we resort to how we feel about the job we have completed or other subjective goals. If our feelings are positive, then we claim success. The issue is feelings can be fleeting or misleading and goals can be vague and unmeasurable.

One reason many people struggle to mark success is they do not have numbers or metrics attached to their goals. This is not for lack of effort, but often, employees do not know where to start or what questions to ask. There are pieces of your job that will not be numerically gauged, however, if you think creatively, you can almost always find numbers that can tell the story of your success.

SMART Goals

Prior to identifying goals, we first must understand how goals should be written in order to objectively measure success. A common goal-setting concept is called SMART.

S – Specific

M – Measurable

A – Attainable

R – Relevant

T – Time-Sensitive

When we identify a goal that we want to hold for the next quarter we ask ourselves a few questions to ensure our goal is SMART.

Specific: Is this goal specific or vague? Will I be able to know if I completed this goal by the end of the period or will it be left up to “point-of-view?”

Measurable: Can you mark success based on a black-and-white determination? If possible, is there a number associated with your goal?

Attainable: Do you have the resources and time to achieve this goal by the end of the period? Will you be able to fulfill your other duties AND achieve success with this goal?

Relevant: Does this goal warrant the time and resources required for achievement? Will this goal help the company be more successful?

Time-Sensitive: Have you identified a time constraint or is this goal potentially never-ending?

It is important to set goals, but make sure that at the end of the period you are able to objectively claim success. Rather than state a goal of “complete more prospect meetings,” include metrics. For instance, you could say, “by the end of June, I will have completed 18 prospect meetings face-to-face, averaging 6 per month and 1-2 per week.” As long as you have the resources to achieve this goal and the goal will help the company be successful, then this goal is SMART.

What, How, Who?

Now that we understand SMART goals, we turn our attention to 3 important questions everyone should ask when identifying business metrics that will help you achieve your SMART goals:

First, what business metrics should you track?

Second, how often should you track your business metrics?

Third, who is accountable for your business metrics?

What business metrics should I track?

The first and most important piece of managing business metrics is determining the what. It might take some time and tinkering to determine the best set of business metrics. Think about your last review with your supervisor. How did they measure your success? Perhaps you should ask your peers or colleagues how they claim success at work. Are you able to back your quarterly SMART goals into metrics that you track monthly, weekly, or even daily?

Some people identify too many numbers to track and when you are tracking so many different numbers, you lose sight of what is most important. A good rule of thumb is thinking through what 5 numbers you could determine success of your job, department, or company if you happened to take an extended leave of absence.

If you are in the Admin Department perhaps you track average days for accounts receivable, G&A expenses last month, or employee satisfaction through a tool like OfficeVibe. Think how you could back into monthly or weekly goals based on quarterly goals. As we were in our hiring phase last quarter, we knew that for every person we hired we would have to perform 5 HR Interviews. We set a goal of completing 15 HR Interviews by the end of the quarter which was 5 per month and 1-2 per week. We wanted to hire 3 people and by quarter end, we had succeeded.

If you are on the Sales Team, you could track won revenue for the previous quarter or product gross margin percentage last month. You could even get more granular and set a goal to make 50 sales calls per week or schedule 15 business reviews with clients every month.

If Operations, maybe you track client satisfaction from customer surveys, monthly recurring revenue, or reaching a specific response time for client requests.

For me, there are 5 numbers that help me understand the state of our company:

  • Customer Satisfaction (through a feedback tool called SmileBack)
  • Earnings % of Revenue
  • Technical Services Gross Margin %
  • “Prospective” Monthly Recurring Revenue Dollars
  • Monthly Administrative Dollars

You may go through different seasons requiring different metrics. If you are trying to achieve certain SMART goals, it is important to set your metrics based on those goals and create incremental goals to achieve your quarterly and annual goals.

From your numbers you should be able to fill in the gaps so you know exactly where you can improve and where you can celebrate success.

How often should I track my business metrics?

The second piece of tracking metrics is determining your timeline. Different metrics require different timelines. However, if you have a goal that is longer than a week, identify the incremental weekly metrics that will help you achieve your monthly, quarterly, or annual goals.

For instance, if your SMART goal is to land $10,000 of new business revenue within the next quarter, you know that you need to land approximately $3,333 per month, and $770 per week (assuming 13 weeks). Rather than arriving at the end of the quarter only to be surprised that you did not achieve your goal, measuring your goal every week allows you time to finetune your process mid-period.

At KiteTech, we track success through daily dashboards and weekly and monthly scorecards. At our annual planning meeting we identify our SMART goals for the following year. We revisit these goals at quarterly meetings, but our weekly scorecards help us determine whether we are on track to reach our annual goals.

Who is accountable for my business metrics?

The final piece for measuring business metrics is crucial. Patrick Lencioni’s fourth dysfunction in his book, The Five Dysfunctions of a Team, is “avoidance of accountability.” Without accountability, a company has little chance of survival. It is crucial that every business metric has ONE accountable owner.

Business metrics can be team goals, but when the dust settles, the success or failure must be delegated to one team member. As the Controller, I am accountable for multiple metrics, one of which is the Monthly Administrative Expenses. I am ruthless when someone wants to add dollars to my account because I know that I am accountable for every dollar spent. Accountability creates a sense of ownership of your department or task. In a sense, I feel as if I own the Monthly Administrative Expenses.

If you find that you have more than a handful of numbers that you are accountable towards, start to delegate numbers to your team. Earlier I mentioned having 5 numbers. “5” is not a magical number, but it emphasizes that we must limit the quantity of numbers that we track so that we do not become overwhelmed and fail to succeed. If you feel that you have too many strings to pull, you probably need to delegate or be more attentive to the significance of certain numbers over others.

The last piece of accountability is a weekly and monthly check-in process with your team. In your team meetings, everyone should explain whether they are On-Track or Off-Track. We use a tool called BrightGauge that allows us to quickly identify On-Track or Off-Track goals and metrics and enter any notes. We are able to review all weekly team goals in under 10 minutes and often any Off-Track goals lead to To-Dos or Issues that are brought up later in the meeting.

Conclusion

Management consultant, Peter Drucker, once said, “what gets measured gets done.” The antithesis of this is also true, “what is not measured does not get done.” When you are asked about your success are you able to give an objective response? Failure is not for lack of determination or effort but is often the result of poor metrics and incremental management. The next time your team sets goals, think about how those goals can be made SMART. Back those goals into monthly, weekly, and daily metrics and now when you get to the end of the quarter and someone asks if you were successful, you can know whole-heartedly that yes, you found success.

Andrew DiDio

Andrew DiDio

Controller
Kite Technology Group

Applied Epic Accounting Services and Training

Applied Epic Accounting Services and Training

Applied Epic Accounting Services & Training

At KiteTech, our Consulting team’s goal is ensuring that our clients get the most out of their Applied Epic investment. One of the main benefits of implementing Applied Epic as your Agency Management system is that there are many functionalities, either built-in or available as an integrated program, keeping everything in one system and mitigating the need to utilize a non-Applied program.

When it comes to accounting, if you are still using an outside program like Quickbooks, Freshbooks, or Xero, you may want to consider merging your information into your agency management system (see our blog article Transitioning Your Accounting Practices From QuickBooks to Applied Epic on ways to help with this transition). Applied Epic includes many of the same processes that other outside accounting software programs have, and provides better tracking of client, carrier and broker receivables while also providing you with reporting functionalities for paying commissions.

How KiteTech Can Help!

Epic Fresh Start

Training

Outsourced Accounting

Epic Fresh Start

If you migrated to Epic and found that you stumbled through the Accounting side of things, you may find that you are not getting the most accurate reports; balance may look off, or there may be outstanding Premium Payables that look due that were paid but never reflected in the system. If you have a lot of old data, it may be time for an Epic Fresh Start. We can perform a partial or total fresh start depending on your agency’s needs. We will work with you to determine the best course of action and perform the fresh start to clear out the bad data so that, going forward, you will be able to report on more accurate information.

Training

Like all areas of Applied Epic, Accounting and General Ledger require training to be able to fully understand and utilize properly. It is imperative to remember that when a Transaction is created against a policy in Epic, the process does not end there – there are multiple other procedures within General Ledger that need to take place to ensure accurate reporting, clean month-end bank reconciliation, and proper tracking of funds to and from your clients and carriers. 

We can provide Accounting training for new accounting employees, when migrating to Epic, refresher training if you have recently optimized your system or updated your workflows, and when fresh start is completed to ensure better habits related to accounting are implemented going forward. Our Accounting training services include:

Outsourced Accounting

If you find that your agency does not have the proper bandwidth when it relates to accounting, you can outsource this position to us! Our consultants can step in to reconcile and record all or partial accounting-related information for you. Our outsourced accounting services include but are not limited to:

  • Direct Bill recording, including manual, Import and Download processing
  • Premium Payable reconciliation
  • Month-End Bank Reconciliation
  • Recording of Receipts & Disbursements
  • Reports management for data integrity
  •  

Baltimore IT Services and Technical Consulting

Baltimore IT Services

OUR IT SERVICES for Baltimore Businesses

As an IT Service Provider serving Baltimore businesses for more than 30 years, Kite Technology understands the ever changing technology requirements of businesses today. From the onset, our team invests time to get to KNOW your business and fully understand your processes and workflow needs. As your Trusted Technology Advisor we will provide strategic oversight and consulting to ensure alignment of your technology infrastructure with your organization’s initiatives and goals.

Kite Technology’s comprehensive technology management solution includes onsite and remote help desk support provided by our talented team of technicians and system engineers. Our proactive approach to maintaining and supporting your infrastructure leverages an advanced set of IT tools and processes to deliver maximum performance, reliability and security for your business. Our goal is to optimize your technology for your needs allowing your staff to be more productive and you the ability to focus on your core business.

Key Components of
Kite Technology's Managed IT Services

Kite Technology packages its suite of key IT services into a comprehensive support package specifically designed to proactively manage the technology needs of businesses in the Baltimore and Mid-Atlantic region.

INFRASTRUCTURE MANAGEMENT

 

Proactive maintenance and support of your entire IT infrastructure

 

Security & Compliance

 

A risk-based approach ensures your business is protected and meeting regulatory compliance

 

 

HELP DESK
SUPPORT

 

Skilled problem solvers who understand what’s important to your business

 

Strategic IT
consulting

 

Strategic planning of your technology roadmap for ongoing business success

 

CLOUD
SOLUTIONS

 

Bring unmatched scalability, flexibility, and reliability to your business

 

BACKUP &
DISASTER RECOVERY

 

Protect your business and assets and ensure business continuity when it matters most

 

10 Benefits of Kite Technology's
Managed IT Services

1

Proactive Solutions

2

Security & Compliance

3

Lower Operating Costs

4

Scalability for Growth

5

Strategic Planning

6

Increased Productivity

7

Workforce Mobility

8

Business Continuity

9

Consultative Approach

10

National Presence

Baltimore's 5-Star Google Rating IT Services

The best evidence we can provide of KiteTech delivering on our service promises, is our clients’ willingness to share positive reviews.

If you would like to see what it’s like to experience exceptional client services like described here, please reach out to schedule a conversation. We welcome the opportunity to learn more about your business and how we can help you meet your objectives.

Google Rating
5.0
Based on 115 reviews
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April J.
April J.
17:05 02 Dec 22
Nate is one of my favs. He's smart, dependable, & friendly! Always takes care of us @ Haughn!
Carol B.
Carol B.
15:39 02 Dec 22
Kite Technology support is so helpful and easy to understand when I must navigate to fix the problem. Love them! They always take the time to help me understand and are so wonderful to work with.
Erik O.
Erik O.
22:06 29 Nov 22
The team at Kite is fantastic! They are quick to respond and very knowledgeable.
Colleen C.
Colleen C.
18:53 23 Nov 22
Kim L.
Kim L.
14:18 21 Nov 22
Steven was super helpful and got me connected to the VPN this morning! Thank you!
Kerri R.
Kerri R.
15:39 11 Nov 22
Patient and very helpful - I can't imagine helping folks remotely with tech troubleshooting, but they do it with ease.
Katie H.
Katie H.
18:10 10 Nov 22
I've worked with Kite Technologies for the last 4 years and they have been great! Always responsive and solutions oriented.I love working with Steven! Not only does he always resolve my issue, he makes great conversation while helping me!
Darlene H.
Darlene H.
16:06 10 Nov 22
Nate was fast and efficient. He resolved all of the technical issues in a professional and friendly way. Thank you, Nate!!
Sharie H.
Sharie H.
18:47 09 Nov 22
Hbz Z.
Hbz Z.
13:44 01 Nov 22
KiteTech is responsive, knowledgeable and continue to go the extra mile with a difficult issue.
April A.
April A.
13:17 01 Nov 22
Beth was so helpful this morning, and even went so far to send me instructions for how to fix the problem on my own next time so I didn't have to bug Kite. Thank you so much for a friendly and helpful voice first thing on a Monday morning.
Phyllis S.
Phyllis S.
17:17 31 Oct 22
The techs at Kite Technology are professional, knowledgeable, pleasant and very patient. They almost always can take care of your problem or question immediately and efficiently. If more research is needed or it must be turned over to someone with different expertise, you can count on them to follow through. I’m always amazed by their expertise and wide knowledge base. They follow up every service call with an email to be sure the reason for the call is resolved. They are like a well oiled machine. It is evident that Kite Technology hires the best people and knows how to deliver truly exceptional service.
vicky G.
vicky G.
13:09 28 Oct 22
Nathan was so kind, quick and helpful! Really appreciated his help this morning in resolving my problem. Thank you!
Brianna S.
Brianna S.
14:00 24 Oct 22
They are so quick to fix things every time I have a technical Issue. I absolutely recommend to anyone or company looking for fabulous tech support !!!!!!
Tia C.
Tia C.
14:08 12 Oct 22
“Nathan was quick to find the problem and walk me through what needed to be done. Joked that something so small can cause such a big problem. I was able to get back to work within a few minutes. Kudos to Kite for knowing the system!”
Blaine C.
Blaine C.
13:48 12 Oct 22
All Techs are ALWAYS enthusiastic to solve even the most mundane issues, and ALWAYS display a brilliant combination of Patience, Understanding, and Knowledge and have never thrown their hands up in surrender-- they try and try until the issue is resolved!
Laura S.
Laura S.
13:39 12 Oct 22
Very helpful and I'm so happy that he was able to help me without someone having to call me back!”
Lugina C.
Lugina C.
13:39 12 Oct 22
I use the Kite Technology Group for work. Every time I call them, they are quick to fix my issue and very thorough. The Agents you speak with are always very helpful and make sure you understand what you need before letting you go. Special thanks to Justin for helping me set up my Grammarly last week. He was awesome and even went through the tutorial with me.
Titus O.
Titus O.
13:57 29 Sep 22
Nathan was patient and helpful while communicating very clearly to solve my problem.
Lisa N.
Lisa N.
16:01 28 Sep 22
Deema M.
Deema M.
19:04 26 Sep 22
Fast and professional IT help. Totally recommend.
Debbie M.
Debbie M.
18:13 21 Sep 22
Nate at Kite-Tech did an excellent job resolving my issue. I have always had superior service from all the Kite-Tech employees and would highly recommend them.
Justin W.
Justin W.
18:13 16 Sep 22
Bill S.
Bill S.
21:41 15 Sep 22
Sara A.
Sara A.
16:41 09 Sep 22
Request was handled same day & Beth communicated via email once complete. Professional & knowledgeable staff.
Inday T.
Inday T.
14:55 07 Sep 22
Shane was very patient with me. I had to make several phone calls to him and each time he was very pleasant. Thank you!
Joan K.
Joan K.
16:35 05 Aug 22
Kite Technology is very responsive and so easy to work with. Once again, Nate was able to resolve my issue in a matter of minutes!
Diversified I.
Diversified I.
20:21 02 Aug 22
Christian got me the info I needed and we were able to knock out the issue in just about 5 min 🙂
Brittany S.
Brittany S.
18:41 29 Jul 22
Kite is always so very helpful. Beth was extremely helpful and friendly when my computer unexpectedly froze. She fixed my issue immediately!
Jennifer R.
Jennifer R.
18:03 26 Jul 22
We've been working with Kite for a few years now and the service has been great! When I submit a service ticket, the response time is usually within a few hours and everyone is very helpful at resolving issues quickly.
Amanda N.
Amanda N.
15:07 15 Jul 22
Kite Tech is always extremely helpful, and able to solve our technical needs efficiently. Their staff is very friendly! Special thank you to Justin for helping me get relogged into my computer so quickly!
Corrina G.
Corrina G.
15:06 15 Jul 22
The responsiveness, professionalism, and kindness from Kite techs is second to none. The tech understand if we are calling, we can't do our job and need help now not in hours. Every person I've spoken with has been top notch.Thank you Kite for your partnership.
Shelby M.
Shelby M.
20:29 07 Jul 22
Kite provides the highest quality IT service in resolving matters quickly and in a friendly manner!! Thank you so much Beth and Ryan!
Spencer L.
Spencer L.
17:14 07 Jul 22
We have used Kite Technology for our IT Helpdesk and remote technology support for almost seven years. Kite has taken great care of us (123 employees), which allows me to focus my time on new business instead of IT.
Matt S.
Matt S.
18:38 15 Jun 22
Gene G.
Gene G.
12:00 10 Jun 22
Michele S.
Michele S.
13:08 07 Jun 22
Everyone here is so personable and professional. Anytime I have an issue, no matter how big or how small, they respond immediately. My problems are investigated thoroughly and resolved quickly and efficiently. They even take the extra step to follow up making sure everything is working smoothly after the fact. A real customer service-oriented team that is always friendly and helpful!I had another, more recent issue and Christian was very helpful and assisted me in many issues all on one call. He was very pleasant to work with
Cary B.
Cary B.
16:07 03 Jun 22
Jannes R.
Jannes R.
18:32 31 May 22
The Technician, Nate, was so kind, helpful and patient .. He was able to figure out the problem in a timely manner. This service helps me so much!Thank you again!
Megan E.
Megan E.
19:43 09 May 22
I have always had a great experience dealing with Kite Tech. Their employees are helpful, knowledgeable, friendly, and prompt when addressing any IT issues. I highly recommend using them as you will not be disappointed.
Susan S.
Susan S.
14:06 06 May 22
Stephanie was extremely patient and helpful in updating my Acrobat, as I was having corrupted files. She also updated my home page. Very patient, polite and professional.
Carrie W.
Carrie W.
17:01 29 Apr 22
Always a pleasure working with the staff at Kite Technology! They are professional, knowledgeable and always provide a quick resolution. Highly recommended!
Amy O.
Amy O.
16:48 08 Apr 22
rknapp84
rknapp84
10:40 08 Apr 22
Helen C.
Helen C.
20:00 07 Apr 22
Kim B.
Kim B.
16:56 01 Apr 22
Quick service, friendly and professional technician. Overall, a great experience.
James B.
James B.
17:27 28 Mar 22
Great service from Christian, who coached me through the process of adding my work E-mail to my new Cell at 6:00 PM. It could not have been any easier or handled better. I work remotely 100% of the time so I am totally dependent on Kite and they come through with flying colors every time in an extremely professional and friendly manner, it's like speaking with your friend!! Thanks Kite Tech!!
Chris R.
Chris R.
12:14 24 Mar 22
Patti D.
Patti D.
17:59 15 Mar 22
I have worked with Kite Tech Group for over 25 years. They are extremely knowledgeable, professional & personable. I would recommend them highly.
Nancy B.
Nancy B.
23:13 11 Mar 22
Called in & Beth was able to fix my computer issue in a matter of minutes. l was very impressed!
James S.
James S.
17:42 08 Mar 22
Sandra B.
Sandra B.
01:58 26 Feb 22
Jean C.
Jean C.
18:43 25 Feb 22
When excellent service is received, I enjoy letting others know. Our church recently had Ryan Cole spend a good part of the day helping us with some problems. Unfortunately for Ryan, one issue turned into about five more requests for help. Fortunately for us, Ryan never acted like it was too much trouble. What a gem Kite has with Ryan. This is not the first time I have interacted with him, and his attitude and helpfulness are consistently the same. Good job, Ryan!!
Inday T.
Inday T.
18:16 25 Feb 22
Christian was very patient and went the extra mile to make sure my computer was up and functioning properly. Thanks so much!!
Karen B.
Karen B.
17:57 25 Feb 22
Kite Tech is always Quick, Reliable and immediately get the problem resolved in no time so that I can get back to my work. They are always very Professional, courteous and take the time to listen and help you at your most crucial moments. If the Technician cannot resolve the issue right away, they let you know they have to escalate the issue to someone higher up with the knowledge needed to correct the problem. I have never had a Tech Team as great as they are or as efficient. I absolutely love them.
Jessica D.
Jessica D.
17:54 25 Feb 22
Shane was super helpful and quick to resolve my issue! He was also very nice. Thanks Shane!
Liz H.
Liz H.
17:50 25 Feb 22
Friendly, helpful and was able to get my problems resolved in a reasonable amount of time. Christian, did a great job!
Bernie L.
Bernie L.
11:55 22 Feb 22
Kite is a great IT company, we use them in our office. They always resolve our issues in a timely manner. Wouldn’t hesitate to recommend them to others.
Becky A.
Becky A.
15:26 15 Feb 22
Kite Technology was the best decision that our agency has ever made. We went from so many open loop holes to now being secure and working smoothly. Kite Tech is very knowledgeable with top of the line implementation, service, and call representatives.
santonis M.
santonis M.
15:24 15 Feb 22
Professional, Knowledgeable, friendly staff. From their Help Desk when we have daily issues, to projects and keeping up w/ technology they handle all of our needs. They also collaborate w/ our vendors that require software to make sure we are secure and ask the right questions. Their staff has layers of knowledge and when planning projects or confronted w/ technical challenges, they make sure they pair us w/ the right tech. They also have after hours/emergency support when issues arise outside of normal work hours. Happy to partner w/ Kite Technology and their Team.
Malinda D.
Malinda D.
02:42 12 Feb 22
Beth was amazing! She turned my work computer from a brick to full access in just a few moments. Couldn't have been nicer or faster. Got me back to work in no time.
samantha A.
samantha A.
20:37 11 Feb 22
Kite Technology Computer Wizards waving magical wands fixing tech issues are greatly appreciated! Thanks for making the troubleshooting less troublesome!!!
Kay H.
Kay H.
13:37 07 Feb 22
Kite Technology is a very good company to have when you are having IT issues.There workers are so patient and very knowledgeble.
Dawn J.
Dawn J.
13:26 07 Feb 22
“Christian got back to me, diagnosed, and resolved the issue quickly. It's always a pleasure to work with the staff at Kite. They are quite knowledgeable and always polite and professional.”
Dawn D. W.
Dawn D. W.
00:48 05 Feb 22
Allison was amazing, helpful, and professional as always. It is always a pleasure working with the techs there.
Eric O
Eric O
20:25 02 Feb 22
Lisa B.
Lisa B.
17:12 10 Jan 22
Christian was very knowledgeable and was able to quickly fix my issue, with no interruption in my day! He is AWESOME!
Dawn S.
Dawn S.
21:16 21 Dec 21
Stephanie went the extra mile and found a solution for my glitch! Thanks so much for keeping at it until a fix was located.
Craig S.
Craig S.
15:08 08 Dec 21
Julieta O.
Julieta O.
20:13 15 Nov 21
Gillian S
Gillian S
14:31 12 Nov 21
What a pleasant experience, from the fractional wait time to get connected with a Kite rep to the end of the call. Stephanie was knowledgeable and friendly. Everything was resolved smoothly, cleanly and efficiently. Thank you, Stephanie!
Danielle L.
Danielle L.
12:45 09 Nov 21
I've always had top quality service with Kite. Associates are friendly and knowledgeable, and the communication is amazing. I would recommend them for IT services again and again.ETA: Have had a couple tickets the past few weeks with Kite and the service is still stellar. Can't recommend them enough!
John L.
John L.
14:53 13 Oct 21
Tamika B.
Tamika B.
18:02 01 Oct 21
Shane had a pleasant personality and was able to help me with my issue!
Dawn R.
Dawn R.
14:51 03 Sep 21
Alex was wonderful, as always!
JIm L.
JIm L.
16:38 06 Aug 21
Excellent Service
Robin E.
Robin E.
18:10 03 Aug 21
Kelly G.
Kelly G.
17:36 21 Jul 21
Allison was wonderful! she understood exactly what I needed done (even though I wasn't very clear myself on what I needed!) Takes the pressure off the non-IT tech person and puts it in the right hands! Just a great experience! You guys ROCK! All Aces in my book!
Janet H.
Janet H.
11:37 01 Jul 21
Michael C.
Michael C.
17:39 28 Jun 21
wendy H.
wendy H.
17:34 07 May 21
Sheri O.
Sheri O.
14:15 04 May 21
Krystal Son is phenomenal and has helped me every step of the way to establish a outlook workflow for my team members. She is an asset to Kite and is very responsive to your business needs.
Elizabeth H.
Elizabeth H.
15:31 25 Apr 21
I've worked with a number of different Kite Tech staff over the past few years and each person has been helpful, patient, informative, and fabulous to work with. I most recently worked with Krystal on a few different computer issues. She was amazing! She explained the problem, what she did to fix the problem, and tips to avoid the problem in the future. And did I mention she was also very quick to respond to my request for help? I recommend Kite Tech highly.
Linda H.
Linda H.
13:52 16 Apr 21
Great service! The problem was solved and I was back to work in less than 5 minutes.
Julie P.
Julie P.
20:14 09 Apr 21
Nicholas K.
Nicholas K.
16:45 30 Mar 21
Linda S.
Linda S.
18:34 13 Mar 21
Our office has been working with Kite Tech for several years now. They are always helpful and patient when I call with issues. Calls are handled promptly and professionally. Looking forward to continuing working with them.
Trina R.
Trina R.
21:25 01 Mar 21
Linda S.
Linda S.
16:27 26 Feb 21
Shane from Kite Technologies was able to fix my computers issues both efficiently and professionally as always!
Debbie T.
Debbie T.
15:48 19 Feb 21
In today's world it is refreshing to stumble upon a business whose employees reflect their product in a professional and helpful manner. Alex was the technician assigned to assisting me on a computer issue. He was professional, friendly, patient and willing to go the extra mile with a cheery manner.
Lisa
Lisa
20:08 04 Feb 21
Kite Technology is consistently reliable. They take care of all our IT needs and keep our office running very smoothly. I'd recommend them to anyone.
Jean A.
Jean A.
19:34 18 Dec 20
Kite Technology Group is fantastic. They are fast, quick and always keeps us up and running. Highly recommend them, you will not be disappointed. Staff are so friendly, professional.
Nicole C.
Nicole C.
22:21 04 Dec 20
Beth is an asset to Kite. She’s friendly, knowledgeable and always helps with my tech issues. I got locked out of VPN and she was able to unlock me and then proceeded to assist to help me set up my new computer with the VPN as well as other apps I use for work on my new computer. She was so gracious and so friendly.
Doodlebeef L.
Doodlebeef L.
18:54 22 Oct 20
Courtney F.
Courtney F.
14:15 08 Oct 20
Kite has been supporting the organization I work for for some time. I've always had a positive experience when calling in or emailing with a computer issue. Their staff are friendly, knowledgeable and courteous. I highly recommend their services.
Alex R.
Alex R.
14:24 18 Aug 20
Everyone I've dealt with is very friendly
Kelly H.
Kelly H.
16:03 13 Aug 20
Shane was very knowledgeable and fixed my issues perfectly! I would highly recommend. Thank you!
Aaron S.
Aaron S.
17:11 12 Aug 20
Alex was very efficient in solving our network issue. He then went above & beyond to setup additional devices on the network. Awesome job!
Rick & Brenda R.
Rick & Brenda R.
15:00 02 Apr 20
Our business began working with Kite Technology Group in the summer of 2019. The level of expertise they provided made the transition to their services very smooth. They continue to provide recommendations to improve our technology systems and have become a true partner to our business. Kite is always responsive to our requests, has outstanding trouble shooting capabilities and is always there to keep our systems up and running. We are so thankful that we partnered with Kite!
Ranika R.
Ranika R.
21:53 10 Jan 22
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Experience Extraordinary Client Service

Here at KiteTechnology we pride ourselves in delivering extraordinary client services. This means we do the little things, as well as the big things, that blow people away. We strive to create the kind of experiences that leave clients wanting to tell their friends. We know that there is no greater way to earn Trusted Advisor status than to steadfastly act in our clients’ best interest.​

We are proud of consistently having a Best-In-Class Customer Satisfaction Score.

Baltimore Technical Consulting Services

windows

Microsoft 365 Consulting

As Microsoft continues to expand the features and services included in its Microsoft 365 subscriptions, we find customers are missing out on leveraging these features to drive value to their business. It’s our mission and purpose to help your business realize that value and to grow your bottom line by taking advantage of the functionality available to you.

Apple Logo

Apple Consulting

Kite Technology is proud to participate in the Apple Consultants Network. Apple Consultants are specially trained to help you identify, set up and use Apple technology to help transform the way your business works. We use this expertise to help organizations in a variety of industries identify the best Apple technology for their business needs and assist them in deployment and maintenance over the lifecycle of the solution.

DISCOVER HOW WE CAN HELP YOUR BUSINESS THRIVE

 
Ready to speak with an IT professional? Give us a call!
Supporting over 3600 users
Supporting over 4000 users
Serving organizations coast to coast
Serving organizations coast to coast
More than 28 years experience
More than 30 years' experience

Apple Consulting

Apple Consulting

Transform the way your business works with Apple Technology

APPLE CONSULTING

Kite Technology is proud to participate in the Apple Consultants Network. Apple Consultants are specially trained to help you identify, set up and use Apple technology to help transform the way your business works. We use this expertise to help organizations in a variety of industries identify the best Apple technology for their business needs and assist them in deployment and maintenance over the lifecycle of the solution.

Contact us today to learn how we can help your business leverage Apple Technology. 

Apple Consulting Engagements

Apple Systems Deployment

We can assist your business with any size deployment for macOS, iOS and iPadOS.

Apple Security and Backup

Ongoing monitoring and management against malware and viruses along with backup of data on devices.

Apple Mobile Device Management

Looking to manage multiple company devices? We can assist with a secured managed deployment of both macOS, iOS and iPadOS. We have secured devices for nonprofits, education and healthcare.

Apple Device Procurement

We can assist in initial purchase of Apple hardware and setup of Apple Store Portal for easy purchasing of future equipment.

What our clients say

Kite Technology Group was a savior to me and my business. We recently converted to a new electronic medical record, and as part of the process, we moved documentation for nursing assistants from paper to iPads. Being new to the Apple Consultant Network, I contacted several companies based on my zip code and struggled locating a consultant not only with the experience to support mobile products but also a consultant who was responsive and committed to this project. Adam and Kite Technologies went above and beyond to ensure that we were able to roll out 25+ iPads on a mobile device management platform in less than 2 weeks. With high expectations, Adam responded quickly, developed a plan and implemented that plan faster than I expected. Finding who makes you comfortable and teaches you at the same time is very difficult. During the implementation process, Adam provided a guiding hand that made the transition easy and comfortable. I would highly recommend Kite and Adam to anyone looking for Mac and/or iOS support.

St. Elizabeth Nursing & Rehab Center

Baltimore, MD

Applied Epic Consulting Resources

Applied Epic Consulting Resources

Our library of videos, articles, and other content to help you along

your Applied Epic journey

Helping you get the most from Applied Epic

Applied Epic has enormous value and functionality to offer you and your insurance agency! When utilized to its fullest potential, Applied Epic will maximize your agency’s operational efficiency and transform the way you operate. The Applied Epic Consulting team here at KiteTech, believes in empowering Applied Epic users to take advantage of everything Epic has to offer. So, we’ll consistently add new resources to this page to help you along the journey of becoming an Applied Epic power user! Be sure to stop by often to check it out!

On-Demand Applied Epic Webinars

Missed one of our Applied Epic Consulting webinars? No worries! View the recordings at your convenience to catch up on the latest information and tips. Webinars are listed from most recent to oldest. Additionally, all our webinars and other videos can also be found on KiteTech’s YouTube Channel.

Consulting Corner Webisodes

Our Consulting Corner videos are meant to provide you with a lot of value in a short amount of time. Usually lasting no more than 10 minutes, we’ll share Applied Epic news, tips, and best practices to help you improve your Applied Epic utilization and boost your productivity. 

Applied Epic Downloads

We know just how much insurance agents love a good handout so, this section is for you! Our Applied Epic Consulting team is committed to sharing valuable handouts that you can download and share with other members of your team. Looking for something specific? Be sure to reach out to us and let us know what handouts you would like us to share! 

Preparing for your Applied Epic Conversion

We know that migrating to a new agency management system can feel daunting and that a poorly executed migration could cost you and your agency time and money.

To learn more about preparing for your Applied Epic conversion be sure to download our infographic. It includes recommendations for data cleanup and our top tips for a successful conversion.

Sample Workflow Diagram: Cancel Insured Request

This flowchart is an example of what the entire workflow looks like from start to finish when a client requests that their policy be canceled. For experienced Epic users, this can serve as a reminder if they have not done the workflow in a while. But for the newcomer, it makes the Epic steps easier to understand because now you have the why behind all the different clicks on the policy screen

Applied Epic Consulting Blog

If reading is more your style, be sure to check out our library of articles written by our team of Applied Epic experts!

CONTACT US TODAY FOR A COMPLIMENTARY CONSULTATION

 

Discover how we can help your agency thrive!

Our Agency Consulting team is passionate about helping insurance agencies get the most from their Applied Epic investment! If your agency could benefit from additional training or support to fully utilize your Applied Epic system, take advantage of our complimentary consultation to find out more about how we can help!

Examples of Consulting Engagements we offer:

We look forward to learning more about your agency and are eager for the opportunity to help you use Applied Epic to it’s fullest potential!

Areas Served

Local IT Provider, National Presence

Kite Technology’s headquarters are based in Baltimore, Maryland, but our employees and clients extend far beyond the east coast and mid-Atlantic regions. When we first got started 30 years ago, we focused on providing IT services to local business clients only. Since then, we’ve expanded our service area to include organizations across the United States. As our service area has grown, so has the quality and type of technology services we can offer our clients. 

Kite Technology’s client base includes a large variety of industries including independent insurance agencies, non-profit organizations, retail establishments, construction firms, and professional service organizations. 

Some of the most common industries we serve include:

accounting firm icon

ACCOUNTING
FIRMS

propertymanagment

PROPERTY MANAGEMENT
COMPANY

construction icon

CONSTRUCTION
COMPANIES

“Kite Technology is a valued member of the Junior Achievement team. Their outstanding level or knowledge and customer service keeps all of our technology needs running smoothly. Kite’s expertise and willingness to go above and beyond related to our IT needs allows our staff to remain focused on our core competencies and reach more students with our curriculum.”

Junior Achievement, Owings Mills, MD

We Work With Independent Insurance Agencies Across the U.S.

In 1996, we started serving independent insurance agencies. Over the years we’ve grown from a local IT provider to working with agencies nationwide. Our team, services and expertise have grown alongside our client base. We seek out engineers with insurance backgrounds and carefully monitor and research regulations to keep clients compliant.

In addition to managed IT services, we offer insurance consulting to help you maximize your investment in your agency management system.

Our Insurance Consulting Services Include:

“Once again Kite shines! Everyone I spoke to today was knowledgeable and informative. Daniel made sure I was back up and running before hanging up. Thanks Daniel and to all the awesome techs at Kite. Kite sincerely provide a valuable service and I really appreciate all the hard work, persistence and diligence.”

- R&A Insurance Agency, Hunt Valley, MD

Kite Technology's IT Services

InfraManagement

Infrastructure Management

When your network is down, your team isn’t working. Proactive network management from Kite decreases downtime and reduces IT frustrations. Learn more here.
securityCompliance

Security & Compliance

Security and compliance are intertwined. Our comprehensive, multi-layered approach to ensure our clients are protected and compliant. Here’s how.

helpdesksupport

Help Desk Support

Kite Technology’s US-based skilled help desk technicians are ready to resolve your IT issues, work with your vendors and provide 24/7 support. Get IT help when you need it.
strategicconsulting

Strategic Consulting

Access the strategic insights, services and support your business needs to drive performance and leverage technology for future growth.​ Leverage our expertise.
cloudSolution

Cloud Solutions

Creating an optimized, flexible, reliable work environment is possible. Partner with Kite Technology to architect your ideal scalable cloud solution.

backupDisasterRecovery

Backup & Disaster Recovery

If you only have one copy of your data, your entire organization can be wiped out in an instant. Protect yourself with a Backup Disaster & Recovery plan.

Have a Question About Our Services and Areas we Operate?

Contact us online or give us a call: 855-290-5483. Our team is happy to answer any questions you have and learn more about your organization.

Training for Applied Epic Users

tRAINING FOR APPLIED EPIC USERS

TRAINING FOR APPLIED EPIC USERS

Migration Training

Implementation of a new agency management system like Applied Epic is stressful. The amount of information and initial training can overwhelm even your best employees. Given this, many agencies find that providing additional training after Applied Epic activation is extremely beneficial. We recommend providing additional training 4-6 months after activation when your staff has had a chance to acclimate to the new system but may not be working as efficiently as they could be. Workflow training done after activation results in better retention and increased productivity.

Optimization Training

If your agency has been using Applied Epic for some time and you’re ready to optimize and standardize workflows for your agency, you will also need to provide employee training. This is vital to ensuring that your employees understand what’s new and updated in your system. It’s important for employees to understand how to properly use the system based on your workflows so that they work efficiently and enter information accurately into your Epic database.

Applied Epic Training for New Hires

Effectively training your new employees on Applied Epic is vital to your agency’s continued success but difficult to accomplish if you don’t have training resources. If you don’t have an in-house trainer or the bandwidth to train internally, we can help! We specialize in training new agency employees how to use the Applied Epic system and will train them to follow your agency’s procedures and workflows. Whether it’s an account manager or accounting administrator, our consulting team can provide the appropriate Applied Epic training they’ll need to be successful in their new role. We accomplish this by taking the time to learn your current workflows, procedures and setup in order to provide your new employee with the tools they’ll need to work efficiently within your Applied Epic system.

How Kite Technology Can Help

Kite Technology’s agency consulting team can provide onsite and remote employee training to meet your agency’s needs whether you’re new to Epic, optimizing your workflows or just have a new employee to train.

Consulting engagements for training your Applied Epic users can focus on a combination of topics including but not limited to:

– Standardized Workflows
– Advanced Reporting
– Working Efficiently in Epic
– Basic Accounting for Administration and Front-End Users
– Quicker Activity and Attachment Filtering Using the Access Icon and Search Functions
– System Configuration and Administration

For additional information about how we can help your agency be more successful by providing Applied Epic training for your users, please complete the form and tell us how we can help. 

KiteTech Helps Independent Insurance Agency Migrate to Epic and Train Their Employees

An insurance agency in Maryland came to us for employee training because they were thinking about doing an Applied Systems Epic migration but didn’t want to disrupt the day-to-day activities of their staff who were long-time TAM users. Although they wanted the flexibility and automation that was possible with Epic, they knew they needed help retraining employees on this new system.

We came in to configure their system and spent several days working closely with staff on functionality and configurations. We helped them learn how to work from the policy screen’s service summary rows and showed them how using “Access” and “Search” features could help streamline their day-to-day tasks.

While on-site, we assisted with writing workflows and ensured that employees could test them with us present so we could offer guidance.

Soon, the agency’s team realized Applied Epic was absolutely the right choice for their business. We helped them pick up work that had been started in TAM and needed to be finished in Epic. The possibilities for control and automation will allow their business to grow and expand while still offering personalized care and attention to every customer.

HUNT VALLEY, MARYLAND

 

Insurance Consulting

Take Your Agency Performance to a New Level

INSURANCE CONSULTING

Whether you are in the process of migrating to Applied Epic now or have been using it for years, our insurance consulting services are designed to take your insurance agency’s performance to a new level. We partner with agencies across the country to help them maximize their Applied Epic investment by implementing best practices and providing training. Our team of Applied Epic experts can help your agency optimize your system, standardize workflows, create custom reports and much more. 

Learn about Kite Technology's Applied Epic Consulting Services

Hear from Lauren Roberts, Director of Agency Consulting at Kite Technology about our passion for helping agencies across the county get the most from their Applied Epic investment.

Learn more about the types of Applied Epic consulting engagements we have available and how we can help your agency improve productivity by using your Epic system more effectively. 

If you have any questions, please don’t hesitate to reach out to start the conversation. We look forward to learning more about your agency and how we can help you meet your business objectives.

APPLIED EPIC CONSULTING SERVICES

epic-migratons

Poor migrations cause lost productivity as well as frustration for your employees and customers. Detailed planning is the key to a smooth transition and our team is here for you. Kite Technology’s experts lead you through the migration process, properly configuring your system from day one. To further reduce lost productivity and maximize your investment, we provide process training for your team.

kpi migrations

Surprises are an inevitable part of migrations to Applied Epic, but lengthy disruptions are avoidable. Work with our consulting team to mitigate the pain in the short run. Our goal is to configure Epic so it works the way you want it to after a migration and you can recognize the benefits of your investment much more quickly. As part of the optimization service, we’ll effectively address any issues, review and develop workflows and audit data.

auditing services

Audits can improve data accuracy, reveal compliance gaps, prevent errors and omissions and standardize workflows. They’re powerful, but most independent insurance agencies don’t have time to regularly conduct audits. Our customizable insurance audit service unlocks the benefits without adding to your team’s workload. Before running an audit, we learn about your agency’s values, processes and objectives. We’ll review results with you and discuss how to use the findings to reduce issues and become more efficient.

consulting-results

The crush of information agencies need to process when new management systems are adopted can quickly overwhelm even your best employees. Additional training prevents stressful situations and shows your team how to best harness the features of your agency management system. Follow-up training sessions refresh everyone’s skills and are a chance to discover better, more productive ways of working.

INSURANCE AGENCY CONSULTING TEAM

lauren tripp

LAUREN ROBERTS

Director of Agency Consulting

Lauren Roberts began her insurance career as a licensed agent, working in both benefits and commercial lines and gaining extensive knowledge of differing workflows. Her varied background prepared her for a successful transition to administration and accounting. She quickly became an expert in agency accounting and support functions. Lauren played an integral role in her agency’s migration from Applied TAM to Epic and she maintains a deep knowledge of both systems. As Director of Agency Consulting, she leads projects for Applied Epic optimization, provides employee training and workflow development, performs data and procedural audits and assists with Applied Epic migrations. Lauren also actively presents at national and regional Applied Client Network meetings.

Kellie Uhlhorn

KELLIE HALFPAP

Agency Consultant

Kellie has held various roles in the insurance industry. She received her Property & Casualty Insurance license and ACSR (Accredited Customer Service Representative) designation while working in commercial lines, gaining knowledge in Applied Epic before joining the Kite Tech Consulting team. As an Agency Consultant, Kellie’s primary role is helping our clients achieve and maintain agency efficiency and productivity through Data and Procedural auditing. She also assists with workflow development, commission entry and data testing as well as providing support to other Consulting Team projects where needed.

Jenny Honican, Applied Epic Consultant

JENNY HONICAN

Agency Consultant

Jenny began her career in insurance with the Federal Crop Insurance program. She has spent the past several years as an agency Epic administrator, with strengths in reporting, configuration, accounting, and general “how do I…?” questions. She is also licensed in Property & Casualty. Jenny is very excited to join the Kite Tech team!

HOW KITE TECHNOLOGY IMPLEMENTED COST-SAVING WORKFLOW DEVELOPMENT WITH
APPLIED EPIC
HOW KITE TECHNOLOGY IMPLEMENTED COST-SAVING
WORKFLOW DEVELOPMENT WITH APPLIED EPIC

Migrating to a new agency management system and implementing cost-saving workflows is rarely efficient at first. That’s what one of our insurance agency clients in Florida discovered when they came to us for assistance and advice in configuring and optimizing their new Epic database.

To minimize downtime and boost productivity, the agency’s staff needed to quickly learn the functionality of their system. We worked closely with them to develop workflows customized to the needs of their agency, so they could manage everything from existing customer relationships to new sales opportunities.

Once these workflows were created, we completed employee training on how to work within their system and ensured it was configured properly from day one. Every feature, from the system configuration to report automation, functioned to save their team time and boost operational efficiency.

As they began selling, their team knew they could continue to rely on us to offer personalized insurance consulting and technology expertise to their team.

BOCA RATON, FLORIDA

DISCOVER HOW WE CAN HELP YOUR AGENCY THRIVE

 
Ready to speak with an IT professional? Give us a call!
Supporting over 3600 users
Supporting over 4,000 users
Serving organizations coast to coast
Serving organizations coast to coast
More than 28 years experience
More than 30 years' experience

Download Infographic

Applied Epic Conversion Infographic

If you’re planning an Applied Epic conversion in the near future or in the middle of one now, check out our tips and best practices to help your conversion go smoother.

Preparing for your
Applied Epic Conversion

 

Download Sample Worfklow

Sample Workflow Diagram

Sample Workflow: Cancel Insured Request

 
adam atwell

Adam Atwell

Cloud solutions architect

Adam is passionate about consulting with organizations across the country to help them develop and execute a cloud adoption strategy that meets their business needs and future objectives. Adam oversees and manages our company strategy for Microsoft 365 adoption and is responsible for future growth and development inside Microsoft 365 and other cloud technologies.