Pinnacle IT: Top Tech
by Michelle Troutman

Company president Pamela Kick founded Pinnacle IT in 1996, and since then, it has grown beyond its roots in customized software programming. After merging two years ago with Penobscot Technology Solutions and Internet Works, it now does a little bit of everything in the IT (Information Technology) world: the behind-the-scenes work of creating software, Web sites, e-commerce and Web applications, software training, IT staffing for other companies, and computer network maintenance and support. Its software development projects are at the forefront of the latest in technology, and could be coming to a device near you.

Pinnacle recently finished creating its first Apple iPad application for one of their business partners, Pine State Trading, a top marketer and distributor in retail and food service. This "app," short for application, a software program used to perform a certain task, is called The Pinnacle Reader (www.pinnaclereader.com). It has eliminated the need for paper. As a result, Pine State sales representatives no longer carry "push sheets" listing the products they sell and their prices, or have to reprint them when they make changes.

The app features products arranged in different categories, such as Candy, Grocery, and Snacks, with colorful icons next to them which the salespeople can click on to view the files; they also can email flyers in Adobe Acrobat PDF format, access videos and photos, Microsoft Excel and Word documents. Pine State's staff creates files using templates, so they just have to change or add to certain sections of information, then update it. After they're updated, they're sent to the iPad through the Internet, and saved to the device for later access, a process known as syncing.

“Our clients are trying to use technology to their benefit, and to eliminate the need to take a lot of paperwork out into the field to show someone," says Pinnacle IT Business Solutions Manager Kim Crabill. "It's also cost-effective, because iPad readers cost a certain amount, and at the point that your iPad readers cover your printing costs and your labor costs, it's going to save our clients money in the long term," says Crabill.

Management can track productivity by looking at statistics for files accessed by their sales force. Pinnacle plans to add a search feature, and a section for users to track which files have been updated. They are selling it to individual companies; it isn't yet available at the Apple iTunes Apps Store. With a small staff of roughly 13 people, much of Pinnacle's software development is focused on creating applications for the Web. They're hiring a programmer for mobile devices, including the iPad and the Verizon Android.

Another project they developed for the Maine Public Broadcasting Network (MPBN) integrates their newsroom software package with their Web site. Their reporters file their news stories into the software, which creates their on-air teleprompter feed, and this information is added to their Web site through Pinnacle's custom developed program.

On the subject of outsourcing, such as hiring programmers located overseas, Crabill says, "I get emails weekly from companies who say, 'You run the project, and we'll do the programming, for 10 dollars an hour,' which looks like a good deal at the outset, but sometimes you get what you pay for." A large client of Pinnacle's outsourced their Web site; their overseas provider released the project with many programming errors, and turned to Pinnacle for help.

"We treat our clients with a vast amount of respect, and tailor what we offer to what they need, as opposed to a one-size-fits-all development process. Our clients really appreciate this about working with Pinnacle: we treat each client like they are our only client."

"There's a mindset that understands the value of working with local providers. At Pinnacle, we do. Part of that is the way we support our local businesses, too," says Crabill. "For instance, it's easier and cheaper to print in China than it is here, but what does that say about your commitment to your local economy?"

Pinnacle provides training in Microsoft Excel, Microsoft Access, Visual Basic, and other Microsoft-oriented programming languages. They can do training from a portable classroom on-site, or in their own offices. For computer networks, "We'll analyze your system and provide you with a suggested maintenance and upgrade plan,” says Crabill. "We only bill our clients when we've actually done work for them. We only believe in billing for work when we perform it, so we don't offer monthly service plans, which is a different model than some of our competition, and is a happy surprise for new customers. They only receive a bill after we perform a service."

Born in Washington state, Crabill grew up in Eastport, a small island that overlooks Deer Island and Campobello Island in Canada. She graduated from St. Lawrence University in northern New York, and pursued a sales and marketing career. She has worked for Pinnacle for two years; she didn't know anything about programming when she began. "This is the best group, by far, that I've ever worked with. Everybody here is very client-focused, and makes sure the client has a positive experience. Many of our clients have been with us for ten years or longer, which is a very long time in the IT world!"

Pinnacle will continue to remain in touch with the times, and likewise, Crabill looks forward to the future. "As a sales person, you always hope you bring value to your client greater than just the value of the IT services performed. I feel that Pinnacle provides that to our clients, in terms of an ongoing relationship based on honesty and mutual respect, yet backed by our high level of programming skills."

Pinnacle IT at 10 Common St. is open 8:00am to 5:00pm Monday through Friday. They also have an office in downtown Bangor on Exchange St. 207-873-7540. www.pinnacleit.com.

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