Categories: Transparency

How Improved Visibility (and Self-Service Support) Transforms the Customer Experience

24xForever customer support

As the lines between wholesale and retail providers have begun to merge, from a pure space and power play to a services-oriented approach, new differentiators are emerging. As predicted by Gartner in 2013: “the provider will supply racks, deliver power circuits, build cross-connections, undertake cabling and include additional services such as remote hands. All of this is designed to make it simple for enterprises to install their equipment in racks, connect up to power and start using the service.”1 Today’s retail colocation providers continue to expand their services portfolios to further differentiate their offerings. This is borne out in a recent survey conducted by 451 Research. Eighty-two percent of those who evaluated colocation services said they were interested in using more remote-hands services from their colocation provider to track or monitor the work being done via an online portal.2 The report concluded that, in addition to capacity and service requirements, customers want to “make informed, prioritized choices around the latest technologies to provide visibility, transparency, redundancy, flexibility and cost reduction.”3 Read more in the Gartner report “Best Practices for Selecting a Colocation Provider.”
Transforming the customer experience
IO provides data center technology and transparency that empowers enterprises to outperform their business goals. This commitment to transparency transforms the IO customer experience through an interdisciplinary approach that integrates network, operations, and customer service—what we call IO.Mission Control. Delivered via a unified hardware/software platform, IO.Mission Control allows IO to provide services across the complete colocation spectrum . Whether you’re a client with a single secure cabinet or multiple megawatts of dedicated capacity, you experience predictable cross-functional support from this standardized platform. Wholesale providers that acquired retail colocation providers for their services portfolios, on the other hand, must undertake complex platform integrations—or operate two separate platforms—adding uncertainty to the customer experience. IO.Mission Control’s 24xForever technical assistance team monitors IO’s global data centers using multiple data feeds and our IO.OS data center infrastructure management and network monitoring tools. This is a key part of what enables IO to ably deliver the data center as a service (DCaaS). Central to IO.Mission Control is the Customer Success Management (CSM) team. They serve as customer advocates, handling all service requests with a goal of 100% resolution. As an IO customer, you will have an assigned CSM who can help resolve your request accurately, transparently, and expeditiously. We’re essentially on site when you can’t be. How do you interact with your CSM? You can send an email or call them. Better yet, track and manage your customer experience through the secure, self-service IO.Conductor web portal.
Software-augmented, self-service data center support tool
A software-augmented 24xForever support tool, IO.Conductor, allows you to engage, request support from, and receive responses using any device. You can manage your services via our self-service request catalog that includes access list changes, remote hands requests, cross-connect ordering, conference room booking, and more. It also features an all-in-one dashboard with context-specific views that allow you to easily accomplish a task specific to your role. Built on industry-leading software platforms, the robust portal includes advanced security features, such as role-based security and multi-factor authentication.
How remote hands support helps BlueChannel
Here’s how BlueChannel President Paul DeCrette describes the benefits of remote hands: “What remote hands support means for me is I’m here living in Steamboat Springs, I have employees all over the country, and my data center is in Phoenix. If I need someone to physically go into the module and swap out the power supply on one of my servers, I can call IO and it’s done.” Read the full case study here.

Schedule a tour at one of IO’s data centers and see for yourself how full-stack transparency transforms the IO customer experience.

1“Four Dramatic Shifts in Colocation Offerings and Contracts,” Gartner, #G00258580, 11/11/2013. 2“Insights from Colocation Buyers Delivered in New 451 Research Report,” BusinessInsider.com, 09/14/2017. 3“Insights from Colocation Buyers Delivered in New 451 Research Report,” BusinessInsider.com, 09/14/2017.

Charisse Richards: