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The Monthly Vertican Newsletter - August 2021

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Issac's Essentials

Why Not Just Any Feedback Will Do

Isaac Goldman

If you’ve read some of my past vConnect articles, you know that I often reference the Rockefeller Habits, the foundation behind Verne Harnish’s book, Scaling Up, and the impact both have had on how I lead Vertican.

Unlike other business authors who tend to look at P&L for their primary benchmark of success, Harnish uncovered something different and more methodical. After having studied John D. Rockefeller’s life and the many different businesses in which he was involved, Harnish observed that all of Rockefeller’s businesses had the ability to grow and scale due to fundamental routines he instilled into those organizations. Harnish then compartmentalized those routines into 10 habits which, since early 2020, Vertican has been focusing on as a team.

Vertican’s software users are also a part of my team. Our clients are our partners; their success is Vertican’s success. It takes time, planning, and teamwork to apply the habits in a way that best works for a company. And not all habits are limited to internal operations. There are external factors critical to its progress and growth.

I can dive deep into the Rockefeller Habits and share how each can significantly scale a business. But for now, the one that I am especially focused on is Habit #6. Harnish describes it as: “Reporting and analysis of customer feedback data is as frequent and as accurate as financial data.”

Harnish goes on to explain that all employees must be involved in collecting data. Second, there must be a team accountable for the process of closing the loop on feedback. Third, executives need to have weekly conversations with at least one end-user. Finally, insights from these conversations are to be shared at the executive meetings.

At Vertican, we’re working hard on putting this habit into action. I believe one of the most undervalued components to leading a business is applying time, resources, and budget into constructive feedback that calls a company to action.

So, it’s not just critical to solicit feedback from our clients, but it boils down to analyzing it. We are not fishing for compliments and we never recoil from criticism. We know we have more work to do, but Vertican needs your help.

Analyzing and implementing feedback is a process we’ve also been doing internally, through bi-annual eNPS (Employee Net Promoter Score) surveys. It’s worked well and has helped keep the lines of communication open to make many positive changes and guide growth for the organization.

Here’s how you can get involved. At the close of every Client Success electronic interaction, we invite your feedback. This survey is Vertican’s way of saying, “Help us, help you.” We then look at all feedback and divide it into two categories: Active and Passive. Active feedback is information on which we can act. On-the-other-hand, passive feedback, which doesn’t necessarily need to imply positive nor negative, is a non-descript statement by which no course of action can be followed.

For example, if someone says, albeit with good intentions, I love your Client Success team member, Karl or Q-LawE is awesome. Thanks, but why do you love Karl? What specifically makes Q-LawE awesome?

Or I’ve been really frustrated lately with Collection-Master or Karl keeps asking me for more information. There’s nothing that we can act on based on any of those statements.

start stop keep

For active feedback, however, we categorize further into three categories: Start, Stop, and Keep. Meaning we pose the following queries as a result of each response: Are there things that we should start doing? What things should we stop doing? And finally, let’s look at the things that we should keep doing.

To give you some context, Vertican has taken the following start actions to make our clients’ lives easier thanks your active feedback:

  • the development of vPortal

  • the way in which files are processed on vExchange

  • the way in which certain data is processed in Collection-Master and Q-LawE

  • Total Plan subscription pricing now includes every module

  • the expansion of our Client Success team and processes for which we are currently developing Rules of Engagement

There has also been feedback which motivated us to stop or discontinue doing certain things. Your actionable feedback has prompted our developers to further design and redesign our technology, for example, within the vExchange Dashboard, as well as the interface among our various platforms. User feedback has also told us we needed to stop haphazardly running files. So, we created a schedule for that.

Sometimes clients push back when things change. They request concessions to rules. But your active feedback has also helped us realize we needed to be more aligned and regimented. It’s helped us to uncover a significant part of Vertican’s brand promise of data with integrity. So, we will keep doing things such as abide by processes that protect your interests, compliance, security, and data.

I know people involved in various businesses, myself included, and I can promise you that most leaders do not review client feedback with the same level of diligence as that of financials. If you polled 100 CEOs, they would all have intimate knowledge of their balance sheets, but they may not easily be able to name five things, based on client feedback, that triggered operational changes.

Particularly since the beginning of COVID, Vertican has been on a unique journey. While the Rockefeller Habits are taking root in Vertican, it’s a group effort. My goal now is to scale not only the company forward, but also our clients by including them in my circle of influence. I’m encouraging you to do the same with your business.

We pride ourselves in accountability and look for opportunities to address our strengths and weaknesses. So please take the time to respond to our survey, or email us your feedback anytime, being as detailed as possible so that we can take action. We are listening.

Lessons from an SME

How to Optimize the Collection-Master Client Server

Collection-Master’s Client Server is one of the product’s most significant advances in performance, data integrity, and reliability. The Client Server leverages almost any hardware and makes it “Better than Distributed Mode”, but there are ways to improve performance.

First, let’s talk about CPU/Threads. More cores/threads equal better performance and the VMWare license usually allows 8 cores before licensing costs increase.

Vertican’s Recommendation: 8 CPU/threads on the server, more is better, but may be cost-prohibitive.

Now, let’s look at memory. Even though it might look like the server isn’t using all of the memory, every remaining bit of available memory is dedicated to caching data.

VT Recommendation: 32 GB of memory is the least that should be allocated. If the F:CLSINCDATA folder is larger than 32 GB, then 64 GB is appropriate. If the data folder is larger than 64 GB, then 128 GB is appropriate.

And then there’s Data Storage Media Strategy. In a perfect world, all storage would be the fastest flash memory storage available in solid-state drives, but magnetic hard drives or cloud storage may be used for archiving data. Regardless of the storage chosen, it is important to remember that encryption “at rest” is an important part of the solution.

VT Recommendation: Drives should be self-encrypting and many times the storage subsystem will provide encryption. Also, use 15K RPM drives for “Static Information” particularly for very large data like media. And, if you move F:CLSINCDATA, F:CLSINCHISTORY, F:CLSINCSHARE, or F:CLSINCPERM to an SSD drive, you will have a significant performance gain. Moreover, all the folders in Secure Data will significantly benefit from an SSD drive.

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You can use the following the table for reference.

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Storage chart

Collection-Master Network Diagram

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Secure Data in Collection Master

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Contributed by Luis Gomez, Chief Strategy Officer

Product Stories

Time to Break the You Create Claims (YCC) Habit

Why Claim Entry Access Will Not Be Available in vExchange

A significant way Vertican is working towards its brand promise of data with integrity is in how all data is stored and maintained within vExchange.

In a recent Mastermind training session for vExchange Dashboard users, participants expressed the wish to preserve a functionality called You Create Claims (YCC) which they often use on the YGC platform. Diego Hernandez is the Product Owner for vExchange and responsible for guiding its strategic vision. We spoke with Diego regarding Vertican’s plan for this functionality in vExchange.

vConnect: Describe YCC as it pertains to YGC.

Diego: Back when YGC was first launched in the 1990s, integration among industry software platforms was imperfect and very sporadic. So we needed to allow users a workaround to interface with YGC by manually entering data. Times have certainly changed. Now data interfacing is a reality across just about any industry. For example, you can access and book virtually any flight on Kayak.com because it is integrated with countless airlines worldwide.

To give you a little more background on YCC, it is also referred to as Claim Entry when accessing it through the web portal. It provides YGC users the ability to manually generate YGC records. This enables data to be delivered to Forwarders or Receivers without going through the user’s collection system (System of Record).

vConnect: What are some general reasons that YGC users attempt to bypass the System of Record and use YCC?

Diego: YCC could be used to update accounts in batches, place new accounts, make inventory change requests (to Senders only), and post multiple transactions including payment and cost reversals.

vConnect: What are some other common yet specific scenarios when falling into the YCC habit?

Diego: Scenarios that come to mind which incidentally also put our clients at a risk for compliance infractions are:

  • Some Senders and Receivers use YCC to send messages to specific accounts (i.e., Records 09 and 39).

  • Some Receivers use YCC to acknowledge placements, send legal or compliance codes, post payments, and create reversals of existing payments previously transmitted though YGC.

  • Both Senders and Receivers tend to manually generate a variety of different YGC records

vConnect: What if a user does not have integration to YGC? For what other purpose can YCC be used?

Diego: Sometimes third-party vendors may not have YGC integration in their System of Record and therefore YGC users may leverage YCC to manually create and transmit the data with those vendors.

vConnect: Sounds like YCC provides a lot of “workarounds”. So why is using YCC comparable to a “bad habit”?

Diego: Well, the problem is that any records created using YCC will only be transmitted to one of the two parties, to the Receiver or to the Sender. This also means that information will not be updated into the System of Record of the user who generates the files. This practice can undoubtedly create a discrepancy of information that may negatively affect operational or compliance audits.

vConnect: So YCC, which users may consider convenient or a quick fix, creates a great disservice to clients?

Diego: Absolutely. Generating data that is out of sync with the System of Record interrupts the accurate flow of vital information into our financial system. YCC also creates a risk to Vertican’s brand promise of data with integrity, again because some information or transactions will exist on YGC but may not exist in a client’s System of Record.

vConnect: With YGC being discontinued, in conjunction with the release of vExchange, what should clients do in order to satisfy the Sender or Receiver without YCC?

Diego: vExchange users simply need to create the appropriate tasks in their Systems of Record and update the required information to generate vExchange records or the appropriate business adapter records. Vertican will always do things in the best interests of our users. Eliminating this option of manually creating and updating files using the web portal instead of the client’s System of Record, not only avoids risk of data discrepancies and reconciliation issues which could eventually create audit findings, it supports data with integrity at all times.

When the data in a client’s System of Record doesn’t meet the Sender’s requirements (or there are flaws in the data), users have often used web access as a means to manually add or change information. It is both Vertican and every user’s obligation to ensure data and record accuracy at the root and stand by the critical need to maintain synced data.

We recently built a guide, How to Troubleshoot vExchange/CMvX, to give users guidance in how to remediate issues correctly.

Whether it’s Vertican’s or a firm’s home-grown software, the platform our clients use should always be the System of Record. This means data should continually be synchronized in vExchange so that very same data will be identical to all parties on all the platforms.

Diego Hernandez, vExchange Product OwnerDiego Hernandez

The Mastermind Series

The Mastermind Series, an ongoing program of virtual training sessions presented by Vertican’s top developers and Subject Matter Experts (SMEs), has been well underway! Are you missing out?

Topics are developed to help improve clients’ ability to use our platform features and tools effectively and maximize efficiency. Here’s a glimpse at our upcoming sessions:

Attendance is free but advanced registration is required. The calendar is continuously updated and future sessions we are considering include, Garnishment Process Automation (QL/QLE), Creating Forms in Word Perfect (CM), Process Server Integration (QL/QLE) and Setting Up Cost Disbursements (CM). If you would like to suggest topics for future training sessions, please send us an email.

Take advantage of this exceptional opportunity to learn directly from industry trailblazers and Vertican’s visionary developers.

Missed a previous Mastermind Session? We got you covered. You can view any of our past sessions presentations here.

Welcome to the section of the Newsletter where we share an inside look at some of Vertican’s amazing team members. This issue of vConnect focuses the spotlight on Cliff Rahming and Elizabeth Smith.

Cliff Rahming

Cliff’s key role with Vertican Technologies is as a Development Engineer. We talked with him about his work at Vertican and found out why he chose this portrait.

What is your title and when did you begin working at VT? Development Engineer – Interchange Development Center (IDC). I began working for Vertican right out of college back in 2004, where I started off as a Technical Support Representative. Though we weren’t Vertican back then, it was CLS at the time.

What sort of work did you do before joining Vertican? I worked as a luggage driver at the Atlantis Resort in the Bahamas, where I grew up. I worked there after graduating high school but attended college in the United States. I have lived in the States ever since.

What is a typical day at Vertican like for you? We have tons of meetings! I handle new programming implementation for Collection-Master (and some Q-Law) as well as bug fixes, creating mapping specs for clients, and answering questions regarding our development vendor for vExchange.

What do you like most about working for Vertican? I truly like and appreciate my coworkers, especially my immediate team members. They are very hard working, knowledgeable, and easy to work with. Oh, and equally as important, they all have great sense of humor.

If you could learn anything new, what would it be? I understand some Spanish and Italian, but I would really like to learn to speak Italian or even German fluently. I have also always wanted to learn how to play the guitar.

What was your very first job and how old were you? When I was 12 years old, I was a grocery packer for a local supermarket.

Word on the street is you take a great VT headshot photo? Tell us about it and how that began. Haha, that goes way back to my CLS days. A colleague and I were testing out his new camera; we took a few fun, albeit corny, headshots. My “headshot modeling reputation” has followed me around ever since.

What is something about you that may surprise your colleagues? About three years ago, while in Morocco on vacation, I ate cow brains. That same vacation, I participated in an overnight campout in the Sahara Dessert. Very cool experiences!

What (else) do you like to do outside of work? Traveling is one of my favorite things to do when I have the time. I’ve been to Spain and Italy several times. I’ve also traveled to Greece, Cuba, Belgium, Japan, Thailand, Dominican Republic, and Mexico. Aside from traveling, I also enjoy discovering new movies and music.

Share something exciting you did in the last 12 months. On my recent trip to Mexico, I visited the infamous Hotel California in Todos Santos, which inspired the Eagles’ song of the same name. It’s quite the tourist attraction these days.

Do you have a favorite movie, artist and/or book?

Movie: The Godfather

TV:  The Sopranos and Game of Thrones

Musical or Other Artists:  Bob Marley and Jay Z

Book or Author:  Paulo Coelho

Please share a favorite quote.  – “The humble shall be exalted.”- Matthew 23:12

Vertican employees logo

Elizabeth Smith

Liz’s key role is as a Client Success Representative. We talked with her about trying to knit, Tiny Living, and romanticizing Ghost.

What is your title and when did you begin working at VT? Client Success Representative, March 18, 2019.

What sort of work did you do before joining Vertican? I worked for JCPenney Corporate from 1986 to 2016. From 2016 to 2018, I went to college and received my Associates Degree. I also worked at Lakeland Regional Hospital from 2017 to 2019 in the Urgent Care unit.

What is a typical day at Vertican like for you? My day starts with opening Apptivo (Vertican’s new ticket management program). I review all the open tickets and make notations for the Tier 1 support staff (other Client Success Representatives) on advancing their tickets. I work on my open tickets and schedule meetings with clients.

I will meet with the CSR’s regarding how to solve their clients’ issues. If we cannot figure it out, we take it to our Daily Support meeting with Michelle, our supervisor, and the Business System Analysts so that we all learn together as a team.

Also, I work with new associates after they have completed the initial training. I shadow them on working new incidents after they have been put into rotation. I provide documentation if they are not familiar with how the application works. We will mock setting up a client’s issue in our system to see if we receive the same result.

Finally, I work on updating documents and assigning documents to be updated to the Client Success Representatives. It is a great way to teach yourself how an application really works.

What do you like most about working for Vertican? Great people. The family atmosphere of a smaller company. The executive staff knows my name and has a genuine interest in the Vertican family. The work is challenging. You never deal with the same issue twice in one week. Our team is receptive to teaching each other and finding the best solution. I learn something new every single day.

If you could learn anything new, what would it be? Actually, there are a few things I would like to learn. Years ago, before she passed away, my mother tried to teach me how to knit. We used to do crochet and needlepoint projects together when I was younger and I grasped those concepts easily. Knitting has not been as easy for me to learn. Maybe because I put too much thought into the steps. As children, we don’t really look at why we are doing something; we just do it. As adults, it’s not as easy. Another item I would like to learn how to do is make pottery. I kind of romanticized about it after watching the movie Ghost with Demi Moore and Patrick Swayze. I’ve never been able to find a pottery group in any of the places I’ve lived.  Maybe after I retire, I will find a pottery class in whatever retirement village I move into in 10 years. LOL

What was your very first job and how old were you? My first job was as a salesperson at Times Square Stores in paint, plumbing, and hardware at the age of 15. I mostly stocked shelves and did inventory control.

Word on the street is you’re a fan of Tiny Living? Tell us about it and how that began. I am obsessed with Tiny Living. Whether it is in a 700 sq. ft. house or an RV. I have been romancing this idea for about two years now. At first, I thought people were nuts. How can anyone live in 200 or 400 sq. ft.? It is insane. I have had the huge house with the huge payments to go with it. After I sold my home in 2014, I moved from 1600 sq. ft. to 850. Talk about a culture shock. There was an upside, less to have to clean. I realized that I could live without STUFF. Here I am seven years later, and this idea has not left me. There is a lot of logistical stuff that I have to figure out, especially reliable Wi-Fi, installing solar panels, wheels, or no-wheels. I recently found out I can rent out a Tiny Airbnb to see if the lifestyle is something I will like. If I like it, I will start looking at builders. Wish me luck.

What is something about you that may surprise your colleagues?  I attended my first concert when I was 36; it was a Lynyrd Skynyrd tribute band.

I did not learn to drive until I was 22. I had to learn after I moved to Texas from New York City.

What (else) do you like to do outside of work? I enjoy the beach. I like to people watch mostly. I also do Pilates.

Share something exciting you did in the last 12 months. Teaching myself how to make candles. Also, I drove to Texas in February right after the snow/ice storms to meet my granddaughter, Aurora. It was exciting getting to meet her.

Do you have a favorite movie, artist and/or book?

Movie: Pride and Prejudice, The Best Exotic Marigold Hotel

TV: I like to stream mostly – The Kominsky Method, Call the Midwife, Grace and Frankie, The Great British Bake Off

Musical or Other Artists: Led Zepplin, The Who, Jim Morrison, Lynyrd Skynyrd, and anything 1960s or 1970s

Book or Author: Patricia Cornwell

Software Tips collection Master

New Bulletin Feature

This NEW TOOL is available now and will make things more convenient for users.

A firm using Collection-Master can now create a FirmNote.txt in their CUSTOM folder and add messages that users will see when accessing the program. The FirmNote.txt can include, but is not limited to, announcements, birthday shout outs, individual recognition, monthly goal acknowledgements, and anything you think relevant to your users.

All you need to do is:

Navigate to F:CLSINCCUSTOM or use the Quick Shortcut:

CM Dashboard >>Press Ctrl ] (opens command console window) >> (type) start. >> Custom

Create or modify FirmNote.txt using Notepad or Notepad++

Type note/message >> SAVE

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Message in note pad

Then re-open Collection-Master to see the new message.

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New bulletin feature in collection master

A firm can also implement their own automation to replace FirmNote.txt as often as they would like.

Very simple and convenient! Try it out!

Software tips q law

Did you know you can create and package your documents via Job Scheduler off-hours? This benefits your firm by compiling document packages in the early morning instead of tying up staff, computer resources, and printers during normal office hours. Imagine coming into the office and having the pleadings for the day ready for attorney review and possible filing. To configure your QL/QLE system for this, you will need to link the document Task Code to a Task Group. In the example below, we have linked the ‘COMPLAINT’ Task Code to the Task Group ‘CMP-FL’ for accounts in Florida. Note how the settings available in the TAS Documents screen are also available for the Task Group merges as well, including Doc2PDF.

Click on image to view larger version.
Create documents via Job Scheduler

Once you have configured your Task Group, you will need to create a job on your Job Scheduler as shown below. The command Do AutoDocs in AutoRun WITH “CMP-FL” runs the merge for the ‘CMP-FL’ Task Group we created above at 3:01AM every day.

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Create documents via Job Scheduler

Document package creation is one of the most resource hungry processes regularly run by QL/QLE, so moving it to the Job Scheduler will pay dividends every day.

vMedia Software Tips

Can Antivirus software disable your vMedia application?

If your firm uses SOPHOS Antivirus it can disable your vMedia application.

We are providing you with a list of Vertican applications that need to be whitelisted to avoid disabling or causing interruptions with your vMedia application.

We have also updated our Knowledge base for reference with Problem ID: 003027.

Directory of @:IMASTER

CLSFIXR1.EXE

cm data extractor.exe

CM4UPD.EXE

cmtest.exe

CSLINK.EXE

CSV2DBF.EXE

DISP32.EXE

DocList.exe

DOCSPLIT.EXE

docsplit7.exe

export2cm.exe

export2cm_ImageMaster.exe

FINP1.EXE

fjhinp1.exe

FOXFIX.EXE

FR_IM.exe

genkey9.exe

im-direct.exe

im-direct_dbg.exe

imdmf7.exe

ImImport.exe

impti7dbg.exe

licensemanager.exe

licensemanager-portaldebug.exe

LIG_VMedia.exe

PACKAGER.EXE

REGISTER.EXE

Register_VLM.exe

support template.exe

sybasedataexporter.exe

testhtml.exe

testolefox.exe

Update7.exe

UpdateWS.exe

vfpcmd.exe

vlmcontrol.exe

VLMTest.exe

vlmtool.exe

vm2sql.exe

vmedia.exe

vmptv.exe

Workstation_Setup.exe

Directory of
@:IMASTERMODULESADMIN

Directory of
@:IMASTERMODULESGDPIC_12

Directory of
@:IMASTERMODULESKOFAX

ADR.exe

IMDCTRL.exe

GdPictureComReg.exe

fsasf32.exe

FSCANASF.EXE

Directory of
@:IMASTERMODULESREDIST

Directory of
@:IMASTERMODULESstaging

Directory of
@:IMASTERMODULESTWAIN

DISP16.EXE

DISP32.EXE

DISP32_CP.exe

WX.EXE

WXSRVR.EXE

licensemanager.exe

vlmcontrol.exe

vmedia.exe

vmptv.exe

FSCANTWN.EXE

FSTWN32.EXE

SCANWORK.EXE

Directory of
@:IMASTERMODULESVIEWER

Directory of
@:IMASTERMODULESvmptv

FVIEW.EXE

fview32.exe

fview32_pre50.exe

PTVProperty.exe

virtual-printer-comm-remover.exe

vMPTV-Installer.exe

Local Files for vMedia

Directory of C:IMASTER

Directory of C:IMASTERGDPIC

Directory of C:WINDOWSvMedia-BW

DISP32.EXE

FVIEW32.EXE

PTVProperty.EXE

unins000.exe

GdPictureComReg.exe

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SaveTo.exe

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enter to win

August 2021 Contest

Can you answer this month’s quiz?

How well do you know your emojis? See if you know the phrases which the three emoji combinations below represent and answer one emoji question to be entered to win this month’s prize. Three winners will be chosen at random from everyone answering all four questions correctly.

 1.Emoji quiz image 1

2.

Emoji quiz image 2

3.

Emoji quiz image 3

4.

The levitating man emoji, aka Walt Jabsco, is based on which singer?

Emoji quiz image 4

This contest has ended. Please check the September 2021 vConnect newsletter for the winners.

This month's prize

Vertican branded Yeti Mug

Vertican Branded Yeti Mug

Yeti Rambler 10 Ounce Navy Mug

July 2021 Winners

Congratulations to the winners of the July contest!

Suzanne Kallaher – Hodges, Avrutis & Foeller

Rob Montgomery – Harvest Strategy Group

Heather Whitehill – Jefferson Capital Systems

The answers to the July trivia questions:

1. What does ProVest do?

ProVest is a process server.

2. List three benefits of ProVest interface automation?

Any three of these are correct answers: 1) Status Requests, 2) Stop Service, 3) Send Billing, 4) Invoice Validation, 5) Credit Card Reconciliation, 6) Automated Document Exchange

3. List any periodical update that is taken from the ProVest system and flowed back to Q-LawE?

Any of the following are correct: 1) Status updates, 2) Service attempts success/failure, 3) Suit filing status, 4) Suit case number, 5) Hearing dates, 6) Any documents or affidavits, 7) Data

4. How many process servers does ProVest have nationwide?

More than 2000

The winners had the choice of one of these three prizes: 

Watch Apple

Apple Watch Series 3

Silver Aluminum Case with 38mm White Sport Band or Space Gray Aluminum Case with 38mm Black Sports Band.

Winc Subscription

Winc.com Three-Month Subscription

 Merlot, chardonnay, or rosé, your choice

Portable Monitor

Mobile Pixels Trio Portable Monitor for Laptops

12.5” Full HD IPS Screens, USB C/USB A Dual or Triple Displays, Windows/ OS/ Android/ Nintendo Switch