Inktel primarily operates in four areas: customer service, information technology, distribution and marketing services. The company counts clients in the public and private sectors— including the Armed Forces, USA Today, Proctor & Gamble and Johnson & Johnson.
“(We) create value through providing improved services, decreased costs and increased revenue,” Arriola says.“We might have a customer trying to increase sales; that’s where we’re going to try to deliver value for them. Unlike other organizations that are sales driven, we try to provide the most value add for our customers under one roof.”
Clients working on increasing sales might choose Inktel because they want to open a web portal to sell goods or services directly to customers, but they do not have the existing infrastructure to implement or support a finished web site.
Inktel offers the client a one-stop shop, with experienced web site developers, inventory management systems and warehouse space to store and ship goods.
"We’re doing more work in the e-commerce space. (Our clients) will set up web sites, but don’t want to manage inventory or call centers, so they will outsource it to Inktel,” Arriola says.
Domestic companies like Inktel can offer a strategic advantage over the overseas competition, according to Hari Natarajan, an associate professor at the University of Miami’s School of Business Administration.
“First, some clients prefer to outsource domestically because they feel they may be better able to control interactions and reduce data loss, leaks, intellectual property theft and fraud,” says Natarajan, who studies operations and supply chain management.
“For services such as sales lead generation, where geographic distance and cultural distance may be a disadvantage, domestic companies like Inktel may be able to generate better results than offshore competitors.
“Moreover, unlike many offshore BPO service providers, Inktel is able to offer physical services such as warehousing and order fulfillment, jointly with traditional customer contact services, delivering tremendous value to their clients,” he says.
Arriola believes the company’s continued growth and success can be attributed to its commitment to its workers, something noted by outside organizations. In 2009, for example, Florida Trend magazine named Inktel the best company to work for in the state of Florida.
“We are a great place to work because we’re extremely people-oriented,” Arriola says. “We’re very committed to professional development. It’s a critical part of our success.”
The company encourages its workers to join civic organizations and support charity causes to make a difference in the community.
Inktel employees and executives have volunteered for Big Brothers, Big Sisters; St. Jude Children’s Research Hospital; Hands-On Miami; and various schools and arts groups.
“There must be at least a dozen charities that we support,” Arriola says. “We believe corporations have a social responsibly to the communities they are a part of.”
Going forward, Arriola is preparing Inktel for continued growth.Right now, revenues are evenly divided between call center and distribution operations, he says. But the company is adding marketing services, as well.
“Our overall goal is to be a great place to work. The ultimate sign of success isn’t how big the company has grown and how many geographic locations we have,” he says.
“Success for me is that we become one of the companies people most want to work for, admire and study, and we make a positive impact in our industry and for our clients.”