As the competition intensifies, great customer experiences are both a necessity and an advantage
In 2014, Dimension Data implemented a strategy to expand its service offerings for data centre technologies. Its core support and premium services are responsible for generating approximately USD 1 billion per annum in revenue. The data centre services market is a saturated one; Gartner forecasts growth from 2014-2019 of 2.2% CAGR. To gain market share, Dimension Data needed to radically differentiate itself to global competitors, including IBM, HP, Cisco, CSC, HCL, Amazon, Wipro, Rackspace and Microsoft Azure.
"...To address this market shift, we need to modernise our service offers with value propositions and focus on driving technology adoption and consumption, together with analytics and insight capabilities that help clients to optimise their environments. Manage Centre is one of the core service design capabilities underpinning our next-generation of services, and with which we’re actively targeting this market opportunity. Now being deployed into our entire client base, with a capability roadmap to introduce enhanced capabilities to assist our clients optimise their IT operational environment, Manage Centre has rapidly become one of the fundamental toolsets within our services portfolio."
| John Andrews, Group Services Principal Product Portfolio Director,
Dimension Data was servicing their customer needs through 8 disparate systems, which created a challenging environment to effectively assess and manage the health of the client’s end-to-end IT business. To support the strategic objective to transform itself from a technology-centric to a client-centric service provider, a unified and seamless portal needed to deliver support and premium services in the data centre and be flexible enough to expand into premium, managed, and enterprise service offerings.
With the advent of cloud solutions and digitalisation, clients’ expectations are evolving: as organisations move from being technology managers to technology consumers, their focus has shifted to evaluating IT from a business perspective, to assess the status and health of their digital environment at any time – available at their fingertips. Are their business operations running optimally? Are they maximising revenue while minimising risk?
The portal needed to meet clients’ demands for higher value from their services, instead of a traditional ‘break-fix’ support. Clients’ clear need was to identify the business outcomes derived from their technology, and the impact of the technology health on their business operations.