DNA: Living Our Trust Culture
Craig Pilkenton
VP, Technical Delivery
Overview
Since Hylaine's beginning, Adam Boitnott (Founder and CEO) has been committed to helping our clients resolve their technology challenges by delivering unique, project-based technology solutions. He always believed the company would be the most impactful by building collaborative, high-trust partnerships fueled by a proud and happy workforce of expert consultants.
To support our clients with this capability and vision, Hylaine built a strong culture around our consultants, focusing on integrity and doing the right thing for them. Adam established core tenets that continue to influence every decision and interaction at Hylaine.
Hylaine consultants are:
Empowered to solve hard problems
Supported in always looking to do the right things for our clients
Encouraged to be creative
Expected to show humility, mutual respect, and to give or receive feedback openly
Emboldened to express ideas freely and have candid, healthy debates
These principles are standard for all teammates, ensuring they are transparent, focused on delivering exceptional results for our clients, and guided by a clear sense of doing what is right.
Living Our Culture
So, how does Hylaine sustain such a robust culture? From day one, Adam's vision was to define a set of core principles and have everyone show up in a concerted effort to be fully engaged and work with one another to make those values real. He knew that a good culture needed to be cohesive despite differences, uniting everyone with a shared sense of purpose. Hylaine needed to ensure clarity organization-wide on how teammates' work helps achieve the company's long-term goals and why their work is so meaningful to clients.
These principles became Hylaine's TRUST culture. Every day, our teammates focus on positively impacting their clients by being Transparent, Results-Focused, Upbeat, Soliciting Feedback, and being Thankful. These guidelines ensure that Hylaine is always focused on what is the most important and are a lens for teammates evaluating every decision against what is best for the customer.
Trust
Transparent: Team members will be upfront with our intentions and acknowledge where we need more resources or time
Results Focused: Team members will care about the results produced – not the number of hours spent at a desk or lines of code written
Upbeat: Team members will be optimistic and positive in our interactions with each other and our clients
Solicit Feedback: Team members will actively solicit feedback from management, peers, and clients to create an environment conducive to being our best
Thankful: Team members will remain thankful in all our interactions. This makes us more positive and, ultimately, happier
We live our TRUST culture every day as a promise to our clients, solving for their needs while taking the high road (e.g., doing what's right, etc.). Every Hylaine team member is expected and empowered to put clients first, providing tailored solutions that align with each client’s unique needs and goals, ensuring that no specific tool or cloud solution is ever forced. The TRUST culture is the reason Hylaine is intentionally technology agnostic. While we work with all major vendors, no payment agreements would ever influence our recommendations.
These core values create a highly functional, impactful culture of teamwork that results in exceptional delivery and service to our clients by:
Providing all clients and prospects with a partnership built on trust and transparency
Attracting and rewarding employees who are inspired, curious, innovative, and eager to work in a creative environment solving complex problems
Delivering high-quality technology solutions based solely on the client's unique IT and business challenges while maximizing their return on investment
Here is just one example of how Hylaine lives our TRUST culture to make an impact on our client's success, showcasing a focus on Soliciting Feedback and being Results Focused:
During a recent Salesforce engagement, Hylaine worked with a client who implemented the platform a few years ago and used it heavily along with a SaaS product (Software-as-a-Service) for managing Configure Price Quote processes (CPQ) with their partners. While the client was in the middle of an effort to fully integrate their SaaS CPQ data, they asked Hylaine to come in and assist with several platform clean-up initiatives. Then, when the CPQ integration with Salesforce was further along, Hylaine would transition to a new Statement of Work, helping with outstanding CPQ updates as needed.
As both initiatives progressed, touchpoint meetings kept everyone informed. Hylaine determined from changing priorities that the CPQ integration work had become a higher priority than the current tasks. Our team brought this up with the client, asking whether they should pivot towards the CPQ Statement of Work instead of pausing the current initiatives. The client acknowledged the changing priorities and thanked the team for noticing. Hylaine then reviewed the completed CPQ work and returned an updated implementation timeline to the client, which reduced the work needed by three weeks, increasing time to delivery.
Hylaine's dedication to transparency and doing the right thing for our clients helped them decrease costs and see a return on their investment sooner than expected. This focus on our values helps Hylaine be a trusted partner for all of our clients.
Continuing Forward
As Hylaine continues our journey and adds more teammates, we know it is critical to continue empowering team members to preserve and grow the Trust culture. Hylaine believes our culture is foundational in the success of our clients. We do this by maintaining an environment with positive thinking, high morale, efficient solutions, and a dedication to improving our client's organizations.
Our trust culture won't exist solely as a set of phrases that teammates read-only during initial onboarding.
These values will be cultural attributes embodied, actionable, and observable by all in the organization's day-to-day operations. We take our responsibility to Hylaine, fellow teammates, and clients seriously and will not break their trust.
