Introducing Intelligent Outcomes by NFINIT
Q&A with Phil Kenney, NFINIT CEO
Throughout NFINIT’s transformation over the past two years from a colocation company to a global full-stack technology services provider, we’ve doubled down on our commitment toward customer feedback and satisfaction. Through surveys and other means, our entire team has been unified around truly listening to clients: hearing where they are today and how we can create the best IT roadmap together within their budget.
One thing has become clear: these days, clients are interested in partnering with trusted advisors who can manage the entire roadmap today and going forward.
That’s where our “intelligent outcomes” concept comes in. It’s a term we’ve started using around the NFINIT headquarters to describe our approach to customer success.
It’s important to us to explain the guiding principle that’s responsible for the strong uptick in overall client satisfaction and retention that we’re seeing. So we’ve compiled the below Q&A with our CEO, Phil Kenney, to provide an overview. We want to make sure we’re speaking a common language with our customers, partners and community when we talk about our intelligence outcomes approach.
First of all, what does intelligent outcomes mean to you?
Phil Kenney: “Intelligent outcomes” describes the core philosophy behind our approach to customer success. It goes deeper than five-star customer service, though that’s part of it. It illustrates that NFINIT isn’t just selling infrastructure and services; we’re managing IT and business outcomes. We’re responsible for procurement, configuration, ongoing management and financial considerations – basically, we’re making the service work, end to end, in a way that’s customized to the client’s needs and relentlessly reliable for that client.
Tell your prospects and clients: if you’re not outsourcing the outcome, you’re internalizing it. If you’re not outsourcing the accountability and liability, it falls back on you. Intelligent outcomes means NFINIT takes ownership of the outcome with the client.
We believe technology is a tool to enable people and businesses alike. Technology itself is not the answer and, in fact, it can get in the way; instead, the outcome is the business driver, and that’s what we focus on.
Why is NFINIT the best technology partner to deliver intelligent outcomes?
Phil Kenney: As two of our executives, Jeremy Fitzpatrick and Javier Carreno often say, the key difference between us and the competition is payroll – meaning, we retain much more expertise and talent compared with other providers. In fact, Javier’s quote in our recent CalCoast case study says this: “When you look at NFINIT compared with many other service providers, the biggest difference is payroll. With our NOC team and even with our HVAC team and electricians, they’re all permanent employees for us. Most data centers outsource those positions. We don’t have to worry about contractors being pulled to another project. We can handle everything directly, and instantly.”
Given NFINIT’s size and tight-knit team, we’re nimble and fast, striking that balance between having the right processes in place to keep our clients’ data safe while resisting unnecessary red tape.
You’ve led many companies across verticals. How does NFINIT’s “intelligent outcomes” approach stack up in comparison? What’s your view of the competitive landscape when it comes to this approach to customer service?
Phil Kenney: Many companies on the market offer colo / connectivity / data center solutions in more of a “checklist” style without managing the service. Quite a few data center operators are more of a landlord, providing space, power, cross connects, racks, etc., without much management. You might think of it as a “bill of materials” type of approach – they offer X number of this, X number of that – but very little assistance with or accountability for delivering a full solution. Say you need help with wiring – an operator with this model isn’t going to be the best partner to deliver that as it falls outside of their proposed scope.
What’s an example of how you’ve seen intelligent outcomes play out?
Phil Kenney: Take Backup-as-a-Service, for instance. Hundreds of companies offer BaaS as one of the many solutions on their checklist. We take it beyond a standard BaaS service offering. Sure, we offer multilayer backups supported by multiple geographically diverse data centers, connected with a large network backbone and manned by 24/7/365 staff.
But what’s more, we work with our clients upfront to understand their needs and then architect the solution that makes the most sense for their business (which is not always the most expensive solution).
After learning more about their situation, we may discover that they need a different solution altogether to achieve their goals. Then, instead of our client’s internal team determining the best infrastructure to purchase, figuring out if their servers will integrate properly with the tools they chose, finding redundant connectivity, testing the solution and more, NFINIT handles all that – and we hold ourselves responsible for making it work. In that way, we’re going beyond a managed service; we’re delivering an intelligent outcome. We’re treating the situation as if our client’s IT environment was our own, not only finding the best solution, but also ensuring success.
To learn more about how an intelligent outcomes approach would transform your company, contact us today.
Sr. Marketing Director