When Customer Service Gets Serious, It’s Time to Get Serious About Cloud

Choice | Cloud | Customer Service | IT Infrastructure

When Customer Service Gets Serious, It’s Time to Get Serious About Cloud

Choice | Cloud | Customer Service | IT Infrastructure

What do you do about hosted Cloud infrastructure when you move from early stage pilots and trials to the roll out of a full-price customer service? Do the tech choices you make at the start of a project, perhaps when it’s in its build and test phase, remain as relevant as you move into a live customer-facing service scenario?

When a customer service gets serious, when customers rely on it, businesses need to get equally serious about service delivery, accessibility, security and customer responsiveness. The impersonal, big-brand, public Cloud service that was once ideal for internal development teams to spin up processing power as and when they needed it to test new functionality, starts to look a little add-hoc – ideal for code cutting, but less so when a mission-critical IT infrastructure needs to be managed.

So when you’re faced with a need to get more serious, when growing scale requires greater capability, what should you do? What questions should you ask yourself?

  • Firstly, is your underlying Cloud infrastructure right for what your business is doing now and, importantly, what you want to achieve in the future?
  • Can your use of a public Cloud easily scale, in terms of affordability, necessary resources or data sovereignty?
  • Is an impersonal public Cloud service going to directly support your ambition or hinder it? As you innovate to take advantage of new business opportunities will this create non-standard requirements that aren’t easily addressed via a one-size-fits-all service?
  • How can you introduce greater levels of management control and flexibility, whilst protecting coats and affordability?

If you’re in a large enough business with plenty of in-house resources then you can often make public Cloud services work for you. However, if resources are scarce or if your organisation doesn’t want to burden itself with large in-house teams the challenge is a harder one.

In this instance, management often warm to the idea of a supportive relationship replacing an impersonal public Cloud service. They value the cost and flexibility of a service like AWS or Azure, but they recognise the value of a personal relationship when more specific, tailored solutions are required; when it’s important to be able to talk to someone about your IT infrastructure requirements who will listen and provide you with what you need.

So when a customer service gets serious, when the Cloud infrastructure it relies on is mission-critical, a public Cloud service is possibly not as appropriate as it was when you started.

Flexiion is a new-breed of independent Cloud partner. As independent Cloud support specialist we work with our customers to help them address the operational issues that may be holding back their use of the Cloud. We aim to give them the necessary flexibility and choice so they get what they need, when they need it at a price right for them.

You may also find our series of Use Cases of interest as they look into some of the specific Cloud-related business challenges we help our customers address.

Simon Lofthouse, CMO, Flexiion



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