In an era where technology is the backbone of every successful business, ImpactWest stands out by enabling organizations to modernize, secure, and scale with confidence. Led by Eric Pitsassi, ImpactWest operates as an independent organization (owned by Alltura Solutions, LLC) that brings the enterprise-grade power of Impact Networking to the Western United States.
By combining a national technology services platform with a dedicated, local leadership team, Eric and his organization provide a unique vantage point on the shifting B2B landscape. We sat down with Eric to discuss the ImpactWest mission, his advice for navigating modern buying committees, and how his team builds authentic, human-centric trust in a world of digital noise.
How do you define the core mission of ImpactWest, and what has been the biggest shift in your value proposition to clients with this new venture?
The core mission of ImpactWest is to focus on customer service and the overall client experience. Our industry as a whole has accomplished great things, and we are honored to be a part of it. That said, we believe there is still room to raise the standard of customer experience in the business technology space. We are taking a more modern approach to communication, solution management, and the services we offer our clients. Our goal is to be a partner that puts the client’s needs first and foremost, rather than asking them to fit within the constraints of a rigid model. At the end of the day, we are in the service industry, and customer service has to remain the number one focus.
B2B deals involve many people now. From your perspective, what is the ‘ImpactWest’ way of navigating buying groups to ensure a deal doesn’t stall in the boardroom?
Listening to your clients and allowing them to drive the decision-making process is crucial to being a great partner. If you create friction by forcing a client to follow your process, you will ultimately slow things down. Instead, when we align with the client’s process and help guide them by clearly explaining the pros and cons of each solution, we typically see faster decisions and a much higher probability of building a long-term relationship.
“Listening to your clients and allowing them to drive the decision-making process is crucial to being a great partner.”
With buyers doing research before they reach out, how is your team inserting themselves into the journey earlier? Also, how do you coach reps to kill the ‘price per click’ mentality and lead with high-level business outcomes instead?
When you begin a relationship with a client, that relationship should not feel limited or defined strictly by a contract. People still buy from people, and they want to know the person they are working with is someone they can trust. That trust comes from listening, taking the time to truly understand their business, and consistently delivering the promises you make. When you stay engaged with clients, understand their real business challenges, and approach the conversation from a consultative standpoint, the discussion naturally shifts away from things like price-per-click and toward broader business outcomes that benefit both sides.
What is your advice for sellers who want to break through the digital noise? How are you ensuring your team stays human-centric in a world that’s increasingly automated?
You still have to pick up the phone and reach out to clients. Sometimes the simplest approach is the best one. In our experience, people still value real human interaction when making decisions for their business. When you prioritize genuine engagement rather than trying to automate every touchpoint, trust develops much faster. And when that trust is established, true partnerships can begin.
What is the ideal balance between using high-tech sales tools to scale and maintaining a ‘local partner’ feel that larger, national competitors often lose?
At the end of the day, it’s about people. Technology will never fully replace the human interaction that drives strong business relationships. What it can do is support those interactions and make your team more efficient. Technology should be implemented to help your people connect with clients, not to replace the connection altogether. When used the right way, it strengthens the local partner experience rather than taking away from it.
