For running a data center, everybody can imagine the technical skills that are needed to operate a datacenter. The importance of security will be the other important factor when thinking about operating a data center. Offering customer service will not be one of the first thoughts, but why not? The servers in it, do not care whether they are in a barn or a hotel, power, cooling and security is most important for them.
Let’s start this blog with acknowledging that power, cooling and security are probably the key services that clients are looking for, and for sure this is what a data center must provide. Over the years the most risks within a data center infrastructure are well documented. When building according to standards like Uptime Institute, PCI-DSS and ISO 27001 important risks are mitigated by the use of these proven frameworks. Offering continuity and security is getting more and more just part of the deal when arranging colocation. Proven concepts are the standard and assurance on these ‘basics’ can all be covered by independent audits.
The risks within IT environments are more within the complexity of the environment and the agility demands. Users of IT demand the possibility of rapid respond and the flexibility to make adjustments quickly once required. This results in a higher need for service to the IT environment. The growing need for flexibility in your IT environment requires flexibility of your organization; it also requires flexibility and service from your partners! Colocation selection will therefore contain more demands on service and flexibility to support the key business processes of the colocation customers.
Although customer service will be required more and more to fit the demand for flexible IT, the people that need to maintain, install and configure the IT are crucial. More and more organizations realize (and act that way) that employees are (one of their) most important assets. Customer service by your service organizations can contribute to the well-being of your employers. It’s about taking care of the people and support your organization when needed. It is not only regarding the customer service as the friendly and supportive receptionist, also the support and thinking along with the customer by the entire team.
The maturity of the data center technology and agility of the market demands require colocation providers to invest in customer service. In this fast growing and changing economy customer demands and client expectations are rising. The possibilities created by the cloud provider market – like click-to-order, flexible contracts and pay-per-use – will definitely land in the colocation market soon. More customer focused and client oriented, like Datacenter.com already does!