A vast majority of Peak 10’s customers are located within 20 miles of the services we provide them, despite the fact that we operate 23 data centers in 10 U.S. markets. They feel most comfortable when their IT infrastructure assets are within a morning commute of headquarters. Too far away, and separation anxiety sets in.
There are instances when customers need to expand into geographically separate markets and put distance between them and their data. Business continuity (BC) and disaster recovery (DR) services are prime examples, and require two disparate operating environments. Accepting the necessity of it and dealing with an outside provider who you may not really know, much less place trust in, can be tough situation for many customers.
It’s relatively easy for any Infrastructure as a Service (IaaS) provider to design identical products and solutions regardless of whether the location is Louisville or Fort Lauderdale or both. The hard part, especially if you are a company that prides itself on “local touch” as we do, is to create a culture that may exist far away but acts local.
The approach we take at Peak 10 to help customers overcome this separation anxiety is VITAL: Visibility, Intelligence, Training, Alignment and Leverage.
- Visibility: Provide a single “pane of glass” into the customer’s entire infrastructure. Performance indicators, regardless of physical location, provide an essential sense of control for our customers.
- Intelligence: Work with the customer to develop the necessary operating procedures so that “guess-work” is eliminated during troubleshooting, upgrading and expanding their IaaS footprint.
- Training: Ensure that all support personnel are trained on a new customer’s environment, especially after a change has occurred.
- Alignment: Affirm, through regular governance meetings, that the physical operating environment is consistent with the documentation and, more importantly, the customer’s expectations.
- Leverage: Invite the customer to meet their Peak 10 support personnel. Knowing a name and seeing a face is critical to “rapid support”. We naturally move quicker to support and assist a neighbor that we know.
Peak 10 question: “Where is your physical infrastructure located?”
Customer answer: “Who cares, it’s in the Peak 10 cloud.”
Conclusion: Separation anxiety…solved!