2021 Paragus 3 Year_FINAL

3 YEAR PICTURE

From Customer Service to Accounting, no matter
who our client is working with, we don’t just impress;
we blow their socks off.
As 2023 comes to a close, Paragus has grown a lot since 2020. Now operating out of 4 physical offices
and with over 275 customers, we are well on our way to serving 1000 customers across the US.
While we sacrificed some margin to grow as quickly as we did, we still regularly hit the 15% true profit mark
and are our revenue is over 16 million. As a result, we continue to pay healthy bonuses each year and our
ESOP stock price has grown significantly. Many partners now have a 5-figure balance in their account.
As for our culture, it is stronger than ever. Having navigated the challenges of scaling culture across
physical offices, our average tenure is more than 4 years and our ENPS results remain some of the best in
the world. And while remote work has become an important part of our workforce strategy, our partners
still spend more time in an office than not.
As we have grown, so has our support for our team. Each year we strive to add one new benefit or perk
that helps our partners and their families, and we are always looking for ways to leverage our size and
resources to take care of the people that make our success possible.
As for professional development, Paragus has gone back to its roots of being the kind of place where green
techs with the right attitude can get their start and quickly gain experience and skills. As for our seasoned
techs, between our increased budget for professional development, killer Learning Management System
and our overhauled Career Ladders, the opportunities to learn, grow, and be rewarded are seemingly
endless.
When it comes to our approach, several
changes have had a huge impact:
First, we introduced a Subject Matter Expert (SME) Program, and now have one for every solution we sell.
Second, we further narrowed our product catalogue and committed to only selling those products that have
a SME.

Third, anytime we are providing support for anything that is not a product in our catalogue, it is billed as
non-standard. And fourth, we introduced the RCRC program whereby every two years we ensure that we
have the Right Clients in the Right Contracts.
Also contributing significantly to our growth has been the success we have realized from our Productivity
Department. Generating both project revenue and MRR, this team has not only helped contribute to our
financial success, it continues to be a key differentiator that makes it easy to beat the competition.
When it comes to our sales and marketing, we are like Buddy the Elf making snowballs. We know
exactly what campaigns to send to targeting the right companies at the right time in order to generate
the marketing leads we need for our Inside Sales Team to crush it. From there, our Closers are setup to
do what they do best, landing 80% of the deals they touch and ensuring that we almost never have an
onboarding slot go to waste.
However, our greatest success has been in the form of creating a consistently exceptional customer
experience. From CS to Accounting, no matter who our client is working with, we don’t just impress;
we blow their socks off. Having implemented close to a dozen innovative improvements to our service
delivery, we are now known as the company that makes IT fun. Our service is so great that our clients
were clamoring for a way to thank our techs. To make this possible, we added a Tip Your Tech feature to
the Ticket Survey that allows a client to send Paragus points to any of our staff.
Not only do we make IT fun, but we are also trusted advisors to our clients, serving as partners in their
business to make sure they are utilizing technology to its fullest extent. One of the ways that we have
made this possible was to designate each of our ARMs as an industry expert across the many industries
we support. From healthcare to manufacturing, legal to non-profit, we have one person who is reading all
the newsletters and keeping current with the latest trends.
Having completed so many of our goals and learned so
much, we feel that we are finally ready to make our first
acquisition outside of New England. Carolinas anyone?

DECEMBER 2023