"How Titan Customers Manage Risk" Webinar Recap
In case you missed our June webinar, How Titan Customers Manage Risk, we've recapped the live Q&A session below just for you. As an industry-leading software company, Titan Cloud supports more than 50K facilities with fuel across the nation with solutions for environmental compliance, advanced fuel analytics, and facility management. Titan Cloud customer support experts help our clients get the most out of their software investment, so they can run efficient, profitable businesses.
Our webinar panel featured Titan executives as well as Titan customers Jeff Sexten, from XPO Logistics, and John Mahoney, from bp. Both Jeff and John spoke about challenges they face as they try to mitigate compliance risk in today's environment and how Titan Cloud solutions has helped them save more than $900K and $2.5M respectively. For more information on what it means to be a Titan customer, check out the Q&A below!
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John Mahoney, Retail Compliance Coordinator at bp
- Do you use Titan’s call center 24/7? And does Titan troubleshoot the alarms prior to dispatch?
Yes, in fact BP relies on the Titan call center. We depend on them to troubleshoot any alarm they see prior to dispatching for it. Typically, the call center is able to resolve a large portion of alarms before they need to dispatch for it.
- Do you use Titan’s work order system to dispatch alarms?
No. We use our own platform to dispatch for any maintenance repair ticket. However, Titan has full dispatch authority to resolve any alarms they receive at our sites. When they do, they follow that dispatch through from when it is issued until when it is completed. The BP Retail Compliance Coordinators do not need to do any follow-up for these tickets.
- How does Titan report the number of calls and alarms dispatched?
BP is understandably interested in the alarm history at all our sites so that we can monitor them. Titan has developed a “score card” to report high risk alarms. This is sent monthly to BP which we review internally.
Jeff Sexten, Manager of Environmental Compliance at XPO Logistics
- What was your largest pain point prior to using Titan services and how was that resolved through the platinum support services?
The lack of having visibility to all the records and ensuring we were compliant. The Titan team is making sure our facilities are setup with the correct leak detection as well all monitoring to ensure those test are completed on time. This was done by using the important date features and e-files. Additionally ensuring the mapping for data transfers are setup up correctly.
- How was the onboarding process for the risk management services?
Onboarding has been easy. The key is having a dedicated team on both sides to determine the scope and priority. We are using Microsoft Team to communicate and update each other.
- Have you found the gap analysis effective? Did Titan’s expanded services meet your expectations?
We are still in the beginning stages but we have found locations that were not mapped correctly to receive results as well as locations that needed retest due to repairs.
Jon M. Marinas, SVP of Compliance Solutions for Titan Cloud
- How do you develop a scope of work tailored to specific compliance management needs?
You have to develop a baseline and work with clients regarding their pain points. From there, we work to get a sense of a clients' organization structure to help define the scope. After we develop with scope of work, we refine based on the client's needs.
- How long does it take to see results both positive and negative from the onboarding gap analysis?
Typically, it can take up to three months or longer to see results. It is a collaborative effort between the client and Titan to home in on details of the reporting.
John Donnelly III, Chief Revenue Officer for Titan Cloud
- How do you price your platinum services, and what does the process look like?
We will take the time to sit down and properly scope our services with you. We will interview all key stakeholders and ensure that we can deliver on expectations for the project. We have years of industry experience and lots of domain expertise. This enables us to assess if your project ask or staff augmentation requirements look like we can accommodate and deliver. Pricing is based on level of effort and is priced on a monthly recurring basis, typically just added to your software subscription.
- Is Titan planning on more M&A activity in the future?
We are working very closely with our investors at M33 to help us grow and scale our business. We are always on the look-out across the industry for key technologies and complementary functionality that could be a key advantage for our global customers. We will continue to grow the company organically and if the situation warrants through acquisitions.
Amanda, Senior Director of Global Customer Success for Titan Cloud
- How long does it take to come up to speed on the software? Do you have phone support?
The specific timeline depends on the size of the customer, number of sites, etc. We do our best to get you up to speed with scheduled training, so by the time you are onboarded you should be up and running. From there, our Customer Support Managers (CSMs) and support team are there to help answer any questions. Regarding the phone support, you have access to your CSM and we also have the option for a 24/7 call center through a services contract.
- Our IT dept is kind of a pain, what is the process and how long does it take to get the gauges connected?
We can move as quick as your IT team allows, the time frame is dependent upon which types of connections you have. For public IPs, we just need the IP address to connect. If behind a firewall, we will stand up a VPN with your IT group to establish connection. This could take a week, with connection to the gauges completed a couple of days later.
- What if we have multiple groups of users that would need to be trained? Do you guys assist with that?
Typically, it is best to have a super-user group type that learns the complete subscription and then sub-groups are used to focus on individual parts of the software. Specific training needs can be discussed during the onboarding phase and the training can be tailored to meet your specific needs.
- How difficult is the software to use if you are self-managed?
The software is pretty intuitive and is tailored to your subscription. Access can be defined by user, so you can define exactly what things you want them to see. Many drop-downs are configurable throughout the software and the dashboard will report only what you want to see. Custom reports are also an option.
[From Jeff Sexten] The software is extremely easy to us. The key is having a couple super users that can then train the rest of your employees. There is a lot of features to the software and giving access to only things employees need to see is key, otherwise they could get lost.