A can-do attitude

AMER Support Center’s 15-year anniversary

While it is important as an organization to focus on future growth, it is also important to reflect and celebrate major milestones. In July 2019, the employees at the AMER Support Center (AMER SC) celebrated the center’s 15-year anniversary! It is hard to believe that the support center has only been in existence since 2004. We have experienced significant growth in capabilities, staffing, processes, and so much more. However, one thing that has never changed is the fact that the people in this building are what define the culture. It is the connection they have with one another, the connection to the work they do, and the connection to the people they serve.

Below, you can watch a video commemorating the culture of our company and the history of our building.

The last 15 years

One of the biggest changes over the last 15 years has been in how we use technology. We have shifted from typing in fax machine and phone orders into computer systems and programs. Today, 67% of our orders aren’t touched by an actual person, which has given us the chance to focus on other processes and workloads. We have also witnessed growth that was needed in order to focus on different aspects of our daily business, such as the development of the Pricing & Contracts and Inventory teams.

Cook’s formalized approach to contracting and supply chain collaborations came through the creation of Healthcare Business Solutions (HBS). This helped to bring the shared service center and the clinically focused SBU’s together to collaborate more strategically, which allowed us to become a solution provider in healthcare in a unique way. Now, based on this early experience, and continuing to evolve this part of our business, the Business Care Integration team works to strategically position Cook for successful opportunities around the world.

Lastly, this journey created a group of people that genuinely care. There have been some deep relationships between colleagues in this building, representatives building good relationships and supporting our customers, and connections between Customer Support and field representatives. There are lots of examples of our people going the extra mile to ensure the customer is at the center of all that we do.

In honor of the last 15 years, the AMER SC facility hosted an anniversary get together. There were visits from Cook friends, street tacos, desserts, loud music, and of course, a group photo corner! Below are a few snapshots of the team celebration.

The next 15 years

We will continue to be a business partner with the divisions and customers in order to enhance their experience and to maintain the reputation that we’ve built, which is apparent to everyone.

Important moments and fun facts

• On January 2, 2004, we produced our first invoice: I0000001.
• June 28, 2004, was the shared service center’s first day of work at the Acuff Rd. location.
• In 2004, we averaged 2,300 orders a day; today we average 4,300!
• The best view in the tri-county area can be seen from the top floor of the building. It is especially the most beautiful view during the fall season when the leaves change colors.
• In 2004, there were less than 20 employees in the AMER SC. Today that number has increased to roughly 150.
• The building has never shut down.

 
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Written by Joni Callis, the AMER Marketing manager for Customer Support & Delivery in The United States.









You can click the following blue text to read Being in the right place at the right time and learn more about two Cook employees who worked together to save a woman’s life. You can also read Making a splash and watch a video about Cook’s Red Dragon team.