Customer Spotlight: Doug James, Director of Technology and Business Management at NetDesign.
ScienceLogic’s CMO, Murali Nemani, connected with Doug James of NetDesign, a market-leading MSP in Denmark, for the first interview of our ITOps Leadership Series–Navigating a Pandemic.
Oftentimes we hear the language of unprecedented times, right? And it feels a bit of hyperbole when people say it. But at this given juncture, it feels very appropriate. As an IT operations leader, tell me a little bit about the biggest challenges you have been dealing with, especially during this pandemic.
This is unprecedented times we’re in right now. The last few weeks have been very difficult for us, but I think we’ve worked very well together as a company to deliver above and beyond for our customers. To understand a little bit about what we’ve done, our business is split up mainly into two areas: unified communication and network security and infrastructure. And we work together as part of TDC, the largest telecommunications company in Denmark.
The challenges we’ve been facing in the last few weeks have been getting ahead of the curve, ahead of the problems. TDC and NetDesign have a massive part to play in Denmark with the public health sector: hospitals, call centers, and doctors. Our main goal has been working with the government and our largest customers to ensure that Denmark is fully prepared to handle what’s been happening in the last few weeks.
These are all mission-critical services that you’ve described, especially during this particular time. What has surprised you the most about the way that your team has come together?
I’m pleased with the dialog my team has had with our customers. We’re deliberately focused on being a trusted advisor. And we’ve managed to get some really good tools in place, involving ScienceLogic, to make sure we have the latest live data that informs the recommendations we make to our customers on how they can increase their capacity dramatically to scale to the demands that are coming.
During this period, are there particular strategies that you put in place to navigate your business and to address some of this demand?
We have a daily task force, both on a management-level and from a teams-level, who are talking together daily—helping to improve our teamwork quite dramatically.
And I think we really shine because we use ScienceLogic monitoring to make capacity management live reports. This enabled us to have real-time data that we could use for our task force every day—guiding our customers and teams internally on where we should expand our capacity. And this applies to video solutions in the cloud as well as Teams and WebEx to help onboard new customers. The capacity is mostly in the cloud, but our customers still want help on how they’re going to do this journey.
Especially during this period, collaboration tools are immensely valuable, and we’ve been seeing some of the challenges of supporting that scale. What are you doing, especially with your own teams? How are you staying connected to them? How are you emotionally engaging them during this particular period, given all that’s going on in their lives?
It’s important that the leadership team trusts our employees. And I think we deliberately made a choice to empower our employees. And they have been working around the clock to deliver absolutely the best service possible to our customers, but that means we’ve got to be as flexible as possible.
On a daily basis, we’ve been prioritizing talking together, roughly 15 minutes each morning with all the teams. And we’ve even got a virtual yoga, which just started and is being quite positive. So, I think we’re doing everything we can to take our normal face-to-face activities on a virtual way to keep the contact going. And I think that’s really paid off quite well.
Doug James will be a keynote speaker at Symposium 2020 Virtual—sharing best practices as well the successes NetDesign has had in Denmark.
To learn more about how ScienceLogic helped NetDesign overcome their business challenges, read The Total Economic Impact™ of ScienceLogic SL1 for NetDesign»