Getting results through people, not in spite of them - The Abrigo Story

Between 1998 and 2000, three different software companies, in three different cities, with three different sets of founders, embarked on a mission to build companies that delighted customers and delivered exceptional value. Given that the vast majority of startup companies fail, coupled with the timing of these startups during turbulent economic conditions, it is extraordinary what has occurred over the last 20 years. These companies not only survived, they thrived.

On January 15, 2019, these three companies – Banker’s Toolbox, Sageworks, and MainStreet Technologies – became Abrigo. The DNA of these companies consists of a service ethic originating from their founders and now serves as the foundation for Abrigo and our mission to “Make Big Things Happen” for our employees, our customers, and our investors.

You’ll notice I listed employees first. Don’t companies exist to serve customers? Yes, we do. But you can’t delight customers unless you take care of your people first. At Abrigo, we believe we get results through people, not in spite of them. As CEO, I unapologetically put our employees first. A lot of companies say that, but what do we mean by that?

Graham Weston, former Chairman of Rackspace and a good friend of mine, used to say, “Everyone wants to be a valued member, on a winning team, in pursuit of an inspiring mission.” I agree, and that’s our philosophy as well. So, we put our people – our Penguins – first. 

Penguins? Yes, that is what we call ourselves. It’s our mascot. Penguins embody teamwork. In the Antarctic, they huddle together for warmth, taking turns braving the elements on the exterior of the huddle, rotating in and out, and taking care of each other. If they didn’t, they wouldn’t survive, let alone thrive. We are Penguins and our culture is built on this notion of teamwork.

We value our Penguins by how we treat them – by putting them first and by investing in our culture and all of the things necessary to make them successful. This culture is defined by our values, Heart and SOUL. The Heart is about “love for others.” Yes, we use the “L” word at work. We love each other and aren’t afraid to say it. And because of that, our Penguins can demonstrate love for our customers and partners.

The SOUL of a Penguin is about four other values: Speed to results, Own it, Uncommon grit, and Learn and grow. It means that Penguins get shit done, they own everything to resolution, they persevere no matter what, and they are constantly trying to learn and get better. This is how we value Penguins and, in turn, create value for ourselves, our customers, and our investors.

These aren’t just words we put up on a wall and call it a day. These are values that are exemplified every single day at Abrigo. An employee recently told me how much she enjoyed working at Abrigo because she felt like what she was doing mattered, and that she mattered to the company. No one is just a cog in the wheel here. If you want to make something happen here, you do it. It doesn’t matter if you’re the most tenured employee or the newest in the huddle – everyone has the opportunity to be a leader and to have their voice heard. 

So, what inspires us? Making big things happen. Big capabilities, big collaboration, and big thinking – this is what we are about. It’s what we strive for, it’s what we bring to customers, and it’s what creates value and helps us win. Our customers are facing the “perfect storm” of challenges right now, and we believe that we can be the partner that helps them think bigger and thrive – even in the most challenging conditions. This mission is the driving force behind everything we do. We obsess about it, and we intend to deliver on that mission.

Abrigo will make big things happen for our Penguins, our customers, and our investors. It starts with our Penguins, ensuring they feel valued, that we are winning, and that we have an inspiring mission. If we get that part right, we know that we will get results through our Penguins, not in spite of them. And Abrigo customers win as a result. Twenty years in the making, but I believe our best days are still ahead of us.