Region’s leading I.T. services provider refocuses, differentiates internal teams to improve client experience
Lexington, Ky. (September 27, 2017)—This month, NetGain Technologies announced a rebranding of the services organization. Rebranding facilitates growth of solutions delivered by the managed I.T. services provider (MSP) and enables NetGain to provide an enhanced client experience. Implementing these changes will enable scalability of services and ensure smooth communications between clients, partners, and employees. The company’s operations department will now include four separate divisions:
- Tactical Operations Team acts as “first responders”
- Technology OneSource Engineers are clients’ primary engineers
- Technology OneSource Client Success Team members provide expert guidance as client business partners
- Professional Services Team delivers technology consulting and project fulfillment
The new services organization team structure was completed Sept. 10 and based on Information Technology Information Library (ITIL) framework standards. ITIL is a set of detailed practices for I.T. service management (ITSM) that focuses on aligning I.T. services with the needs of businesses.
NetGain’s primary motivation for executing a rebrand of the organization is continued focus on the ultimate client experience. “Continuous improvement of our team structure will benefit the companies that partner with NetGain for managed I.T. services,” said Jason Bowra, vice-president of operations. “It will ensure our ability to support clients’ success in the growth, availability, and security of the systems that run their businesses. Because we advise business leaders about the role technology plays in their ability to conduct business, we wanted our services team to help NetGain acquire a deeper understanding of our clients’ technology and business goals.
In addition to an enhanced client experience, Bowra and his team designed the new operations department structure to benefit the MSP’s employees. The I.T. provider aims to be the “workplace of a lifetime,” where technical and business-minded people can grow and be successful. During the operations team rebranding, the company created career progressions and plans for employees to understand long-term opportunities.
Jason Jacobson, NetGain’s CEO, identified client input as the impetus for NetGain’s service organization rebranding. “Our clients demanded business-level consultation. They wanted advisors who knew how technology decisions would affect their business,” Jacobson said. “We’ve put the right team members on the bus and made sure they’re in the right seats. The new services roles provide clear accountability internally for each team’s outcomes.”
“From a strategic perspective, we have engineers who work with clients and partners to establish a set of best practices for our Technology OneSource [managed I.T. services] clients. We can ensure they receive the highest level of support and uptime,” said Bowra. This includes engineers who thrive on “firefighting” tactical issues everyday while providing assurance and comfort to the client.
The reorganization also created opportunities for the MSP’s senior engineers to provide specialized services. Jacobson identified the increased talent of the Client Success Team as the most exciting aspect of the rebranding project. With best practices in place, NetGain has developed a virtual chief information officer (vCIO) offering that provides C-level clients an understanding of their technical systems, I.T. roadmap, and technology budget. “Adding Robert Patterson, Deuce Towe, and James Walker to the Client Success Team as vCIOs is a tremendous addition in talent,” Jacobson said.
Similarly, a virtual chief security officer (vCSO) service now provides to clients either validation or necessary improvements of all security controls—not just technology—and identifies gaps based on their industry. CISSP-certified security experts Scott Logan and Joey Lee will provide vCSO services to clients in audited industries or those with regulatory compliance requirements.
As NetGain celebrates completion of the service organization’s rebranding, the 33-year-old MSP has established its foundation for another generation of B-to-B technology consultation leadership. “We leveraged a phased approach based on ITIL with milestones that had to be achieved before moving forward,” said Bowra. “This was a three-month transition that included changes to organizations, processes, and tolls. The number one goal was to be transparent to our clients while communicating expectations and updates to our team.”
Jason Bowra, vice-president of operations
ABOUT NETGAIN TECHNOLOGIES
NetGain Technologies developed into one of the world’s top managed I.T. services providers by creating solutions for business problems. The company has served small and midsize businesses in the region since 1984 from its Lexington, Ky., headquarters, and has branch offices in Louisville, Ky.; Little Rock, Ark.; Chattanooga, Tenn.; Cincinnati, Ohio; St. Louis, Mo.; and Birmingham, Ala. An industry-leading, secure network operations center staffed by more than 85 technicians and engineers—with more than 250 combined technical certifications—forms the core of Technology OneSource, the company’s award-winning managed IT services package for small and midsize businesses. NetGain Technologies is SOC 2 Type II-certified, enabling the company to deliver a best-in-class service while maintaining confidentiality, privacy, processing integrity, availability, and security. For additional information on NetGain Technologies, visit www.netgainit.com.