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Christi Vanoye
August 13, 2021
Equinox doesn’t just deliver software. Our team delivers an entire solution that includes training, maintenance, ongoing product enhancements, and, most of all, a partner to help each user maximize the benefit from the Protector and TeleLink solutions. That’s why Equinox provides training not only during the initial implementation but also with new features, team changes, or anytime it’s requested.
Since 1998, it’s been my pleasure to work daily with customers as they learn and use our applications. During that time, I’ve been to Puerto Rico, Mexico, Singapore, Canada, Australia, the Caribbean, and at least 40 of the mainland United States as part of the training and implementation process.
And then 2020 came along! As you can imagine, it interrupted my ability to travel and conduct onsite training. I’m grateful for the technology that allowed Equinox to continue all aspects of customer support, including training. But I sure do miss in-person meetings, especially the initial system training with new customers! It’s sure been an interesting time.
My mission is unchanged. As always, my goal is to provide information that helps customers protect their revenue. For the Protector community that means illustrating the resources and tools in Protector that mitigate fraud exposure and avoid hard dollar losses. For our TeleLink users that typically involves assisting with report creation and data searches for cost management and revenue optimization initiatives.
I’m still working daily on system implementation and training. I still review call record formats, interview customers about how they do business to determine the best solution(s) for them, and provide ad hoc training on system features. I’m still working with Equinox Support and project management to coordinate system installs and updates. I’m still helping new customers set up user accounts and configure the application for their business model. As always, I’m answering customers’ questions about specific functionality and system features.
In the last year, our customers have been busier than ever helping folks around the globe stay connected and adapt to virtual work environments. The Equinox team has also been busy. Not only are we helping those customers, many of whom have identified new or different business challenges as a result of increased network traffic, but we’re also introducing and rolling out a completely new version of the fraud management system (FMS) called Protector 11. This system is not an update to the existing Protector 10 application (which has been commercially available since I started in 1998). Protector 11 is completely rewritten and rearchitected from the ground up to offer greater precision, streamlined configuration, faster response, and scalable performance. What I like best about Protector 11 is that it incapsulates the core features that everyone loves and packages them in a sleek new interface.
Another positive difference this year is Jamie Davis’ involvement in all customer projects. Serving as Director, Project Management since October 2020, she has done a great job further defining and formalizing the project implementation structure.
For well over a year, I’ve conducted all training online. I’ve used web meetings, conference calls, remote system connections, and webinars for training. I typically used these methods for existing customers who scheduled ad hoc training in the past, so that was nothing new. However, it was a little daunting thinking about getting new customers up to speed during the initial system training without going onsite, especially when I was tasked with training our first new Protector 11 installation!
Thanks to its extremely intuitive interface, I was able to train the first team online as they transition from Protector 10 to Protector 11. Because the new system includes the most used and most familiar concepts as its predecessor, it was fun to spend time showcasing the new features. I enjoy explaining the comprehensive event rules, demonstrating the speed of returning records from the Warehouse, and explaining how powerful profiling at the country level is. In fact, the interface is so easy to use, that another customer who has seen and tried the new interface is comfortable with the transition, even before I’ve had the chance to train them!
Equinox is committed to exceptional service—we will always find a way to deliver what customers need to get the highest return on their product investment. We are here to help now and no matter what the future holds:
I am eager for PUGM 2021 so I can see customers in person. This year’s Protector User Group Meeting will have all the traditional favorites—What’s New in Protector, WISH LIST, Support presentation, a customer panel, and system training. We’ll also have a special developer-led session that chronicles Protector from its inception to the current version, including a special tour of Protector 11. While I am grateful to have technology that adapts to online training, there is no substitute for being together with the Equinox user community. I cannot wait to see everyone at the user group and look forward to being able to resume onsite training when possible.
One last thing: Hawaii is one of the U.S. states in which I’ve not yet travelled for onsite Equinox training. I’ve also never been to the EU for an implementation. So, if you’re located in either place and need revenue assurance, fraud management, mediation, or network analysis solutions, let’s talk! 😊
Christi has visited more than 40 states and multiple countries to install and train Equinox’s customers. In addition to training for new and existing Protector and TeleLink installations, she also helps customers ensure that Protector is fully configured and provides fraud monitoring consultation that is based on her years of experiences and interactions with over 100 different fraud management implementations. Though she now lives in downtown Chicago, she grew up in a small town in Louisiana and loves the outdoors. When she is not helping customers manage and mitigate fraud risks, she enjoys SCUBA diving, hiking, and gardening.
To learn more about Equinox, its products, and staff, visit www.equinoxis.com or call (615) 612-1200.
