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How Insentra Aims for Service Excellence
If you have read our MD, Ronnie’s blog “The Method Behind the Madness – Part 2”, you have seen that part of the reason for the launch of Insentra was the struggle to find the balance between finding the right person with the right skills at the right place at the right time to deliver the services for our partners and customers.
Six years later, I can comfortably say that our people and focus on continuous improvement of both the individuals and the collective, are core. They are our fundamental promises to provide the service excellence that has made us the go-to partner of choice for some key vendors and most service providers in the region.
How do we do it?
It’s really important for us to have the right people with the right expertise for the services we provide. We’re not the kind of company that will do everything people ask us, we focus on what we’re good at: cloud + collaboration, data migration, archiving, application delivery, Information availability + security & enhanced support, to name a few. We give our employees the tools and support they need to be the best they can be and to provide excellence for our partners and their clients. With around 70 projects on the go at any given time, we’ve got a much higher volume of work than many companies of our size do, so our team members build their experience quickly by the sheer number of projects they work on.
We aspire to be the top partner in terms of certification and experience in every technology and solution we work with, however, it’s not enough to just be certified. On top of certifications and exams, most of our vendors have an interview model that ensures our consultants maintain the level of knowledge necessary for the successful completion of projects. We have been fortunate to have some of the most valuable people in each of their respective fields recognised by the vendors as being Most Valuable Professionals (MVPs).
We check ourselves so we don’t wreck ourselves
Sound a bit cheesy I know, but it’s true. We measure everything we do, from documentation through performance to delivery outcomes. Every document created internally gets a peer and, as required, an executive review. We also have a QA process on all the work we perform to ensure that we’re delivering our promise for our customers and to identify areas we need to work on to ensure we maintain consistent service excellence.
We are not perfect, not by a long shot, and we value our customers and partners’ feedback, any time. We listen and take their advice to heart by always checking ourselves. We work on a model of continuous improvement. We are always looking to identify the work we’ve done, what we’ve learned and how we can make it better. Indeed, we just hired someone to be our “Manager – Service Excellence” for this exact purpose – continuous improvement.
An environment for success
Our flexible work environment allows our consultants to be competitive and effective. Rather than focus on the amount of hours they log, we focus on their output. If our consultants can do an eight-hour job in six – so long as it is done properly and without errors – we’re not going to be unhappy about that and nor are our clients. Likewise, if a project takes longer than expected, so long as the output remains the same and delivers to the customer’s objectives and expectations, we’ll consider the job successful and work out how to stop the overrun next time.
This results in an experience and efficient team. They can do more for our customers knowing that we encourage them to do so. They enjoy what they do and are proud of their work and the outcome it delivers.
From the consistently great feedback we get, our customers also recognise and appreciate it!
We love all feedback! Leave your thoughts in the comments below…