BalanceBPO opens
state-of-the-art software development studio
By Kathy McCarty
Staff Writer
PRESQUE ISLE — Another business has taken up residence downtown, with BalanceBPO opening its newest facility dubbed “Innovation Central” in the heart of Presque Isle. Located in the historic Green’s Department Store building at 459 Main St., the company has completely renovated the highly-visible space, creating a showcase and state-of-the-art software development studio.
BUSINESS RELOCATES — BalanceBPO, formerly located on Green Hill Drive in Presque Isle, moved to its new location in November of 2012 at 459 Main St. Pictured from left are Tim Lavin, CEO; Mike Engstrom, director of operating process; and Chad Guerrette, I.T. director.
Tim Lavin, CEO, said the interior was reduced to the basic infrastructure, then totally rebuilt to suit company needs.
“The space was stripped back to the studs and fitted with new drywall, lighting, furniture, fixtures and electronics. The entire back wall is a dry erase board and overhead projector screen. Central to the facility is the ‘bullpen’ style arrangement of desks – developers face each other and can project images from their computer screens directly to a larger community screen for collaboration purposes,” explained Lavin.
Lavin said the furniture was made locally by the Amish of Easton.
“They built our tables and chairs. They do amazing work,” he said.
The decision to open a business on Main Street is twofold, according to Lavin.
“I think it’s really cool to have something like this on Main Street in Presque Isle. It makes it fun for our employees and I think it adds value to the downtown,” Lavin said.
The facility operates 24 hours a day, seven days a week, 365 days a year, as the company is constantly challenged with software development deadlines and obligated to answer technical support calls that come in from all over the world. To provide a comfortable and fun environment during those long hours, the front of the office is fitted with comfortable furniture, cable television and front-row seats to the busiest street corner in Aroostook County through the floor-to-ceiling plate glass windows. Flat-screen televisions, satellite radio and a fully stocked kitchen keep employees happy and productive.
The business, which originally was located on Green Hill Drive, evolved over time and needed a site that better suited current needs. Lavin said when he first opened in the former Connect North America/MBNA building, plans were to work with larger companies, like Google.
“The goal was for Google to have 30-40 employees located at the Green Hill facility. But upon further discussion with company officials, Google deemed it to not be cost-effective, citing they could employ 100 elsewhere for what it would cost them to employ 40 here with the cost of flying company officials here and other expenses related to doing business in northern Maine,” he said.
Late last year Lavin said the company closed down the building on Green Hill Drive.
“The original plan was to attract Fortune 500 companies to the facility to test BalanceBPO’s software there before rolling it out across their client’s wider enterprise. However, the logistics and costs associated with that strategy made it difficult and these companies opted to have BalanceBPO’s software tested in their own facilities,” said Lavin.
Lavin said sometimes things work out differently than expected but still can result in good things.
“We made every effort to make the Green Hill facility work; we do not regret the decision to locate our business there. It was a learning process and it helped us get to where we are today — stronger than ever, and more bullish than ever on Presque Isle. We believe in this community and in the people, and we will continue to invest here,” said Lavin. “While we won’t bring the numerous call center jobs we had intended to bring to the community, we are bringing higher-paying more complex and career-oriented opportunities to Presque Isle.”
The company is now working on a new form of software.
“It’s called Resolvhod Software — a combination of the words ‘resolution’ and ‘method.’ Resolvhod Software is designed for use in large call centers to measure first call resolution and customer satisfaction,” said Lavin.
The software is in U.S. patent-pending status and it’s the goal of BalanceBPO to impact the entire call center industry.
“It’s the Facebook of call center software,” explained Lavin. “There is nothing in our industry like it, and everyone who looks at it agrees that it is a total game-changer.”
BalanceBPO is in the later stages of development with beta testing slated for later this year and wide-scale rollout in 2014.
For more information, visit www.balancebpo.com.
