Datapipe
Company: Datapipe
Company Description: Datapipe provides application management, hosting, professional services, and security services for mid to large-sized organizations in a range of vertical industries. The company has over 1500 customers in six data centers and eight office locations in the United States, the United Kingdom, and China. DataPipe was founded in 1998 and is headquartered in Jersey City, New Jersey.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year
Nomination Title: Datapipe Enables Client Success
1. Tell the story about what this nominated organization/department achieved since January 1 2009 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Datapipe understands that when our clients are successful, we are successful! We hold to the belief that excellence in customer service is driven by a company wide commitment to go above and beyond in order to deliver high-value solutions for every client.
In the past year, Datapipe has set the standard in customer service through superior technology, world-class facilities, and unparalleled dedication from our team of professionals who partner with each client to help them meet their unique business goals.
Datapipe continues to provide our clients with leading network performance in a time when small and large scale outages have become more frequent occurrences in the managed hosting services industry. Since downtime means dollars lost, network reliability is a critical factor in providing superior customer service. Datapipe provides a 100% network uptime guarantee and was recognized for outstanding network performance multiple times in 2009 by Netcraft, a prominent industry ranking service.
We aim to be the partner of choice for businesses who need to outsource mission-critical IT Infrastructure. Datapipe’s service model is unique in the managed services industry. We deliver fully-customized solutions with comprehensive service which includes:
• No auto attendants - a real, live person answers our support lines 24x7.
• Open support - unlike traditional managed services providers, we do not utilize tiers. When a client calls in with a need, they have access to support experts of all levels.
• No out of the box solutions - when we say customized, we mean customized. There are no pre-packaged offerings. We architect a solution around our client's specific business needs and ensure the highest levels of support from teams with a diverse expertise in a range of hardware, software, and operating systems.
• A dedicated support team for the lifecycle of the client's solution - signing the contract is just the beginning. Being a partner to our clients means equipping our sales engineers, project managers, and technical support teams to provide professional services that optimize our clients' solutions and ensure
they are positioned for success and growth.
Datapipe's service model and delivery have earned the trust of over 1000 clients representing a range of industries. This trust has resulted in low attrition rates and clients expanding their solutions, enabling Datapipe to post significant revenue growth year after year. [GROWTH RATE REDACTED FOR PUBLICATION.] Datapipe has been recognized on the VAR500 for the 2nd year in a row. The New Jersey Technology Council named Datapipe Growth Company of the Year in 2009 and the NJBIZ named Datapipe to it's 2009 list of 50 Fastest Growing Companies.
http://www.datapipe.com/05d0bc8d-eab0-4c67-9a36-7ef1b94ae663/about-us-media-and-analysts-detail.htm
http://www.datapipe.com/cd55e53c-2fd3-45a2-b60f-7dde8f2fc6cb/about-us-media-and-analysts-detail.htm
[ATTRIBUTION REDACTED FOR PUBLICATION]
"Once again, the Datapipe dedication, speed, accuracy, drive to go way beyond the call of duty, and excellence in quality of work just blows me away. I am so glad that I found you when I needed a host all those years ago. Mind you, if you add up all the support I have received, and all the hosting dues I have paid, you may want to get rid of me as a client! Thank you so very much, this simple thing you did makes my life surprisingly easier!"
[ATTRIBUTION REDACTED FOR PUBLICATION]
Thanks you guys for your service it was great and pleasure to work with you.
[ATTRIBUTION REDACTED FOR PUBLICATION]
"I can’t tell you how impressed I am with Lou and his team. Lou owned this problem from the outset, stayed on the phone with us throughout the entire episode, took proactive measures to address it from multiple fronts (DB, app, network) and was the definition of a partner. He was also the voice of calm and
reason during what was a stressful episode. Please thank Lou and his team for their hard – and appreciated - work today."
"He most certainly went above and beyond the call of duty. We put in the request for this restore very late on in the day and were not expecting anything until the following day. Let me just say that we truly appreciate all the hard work Paul put in to get us that restore - thank you!"
[ATTRIBUTION REDACTED FOR PUBLICATION]
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"Customers generally tend to communicate terrible experiences most of the time to their service providers. However, I’d like to tell you what an incredible experience we had with your team this weekend. I wish all follow up correspondence relative to this event with my vendors was as favorable. Your team did an outstanding job through it all. They helped be “our remote hands” when my team was dead-dog tired, were responsive and stayed on top of things until issues were resolved. Raymond was outstanding in helping us test and move connections in the wee hours, as well as getting the fiber run completed. Steven, as always, helped tie up the loss ends Sun morning. We appreciate ALL the effort and competency your team engaged during this catastrophe. Please extend our gratitude and appreciation. Bravo!!"
[ATTRIBUTION REDACTED FOR PUBLICATION]
"DataPipe is awesome and we continue to be very pleased with the performance of our setup and the quality of your team. I'm proud to say we made a great decision when we chose your company."
[ATTRIBUTION REDACTED FOR PUBLICATION]
"We have learned to expect excellence from your technical team, but the patience and cooperation shown by your guys was admirable."
[ATTRIBUTION REDACTED FOR PUBLICATION]
"In addition to Todd, Will and Brady have also been exceptional in both their work performance and customer support for the Integro account. They represent the best in IT services. I also want thank them for their hard work and assistance with our IT needs."
[ATTRIBUTION REDACTED FOR PUBLICATION]
"As usual, you have gone above and beyond. If it wasn't clear before, your continued proactive support is what makes Datapipe no. 1 in our book!"
[ATTRIBUTION REDACTED FOR PUBLICATION]
"As we wrap up this phase of the project, I wanted to thank you and your team for all the work over the last few weeks in setting up our new environment. We threw a lot of requirements at you, sometimes with frequent changes, and demanded a fast timeline, and your team rose to the challenge, working weekends
and in at least one case deferring a vacation by a few days. Throughout, you made it a point of staying in touch and keeping me appraised of progress. The communication was critical in this project and I hope it
continues as we finish things up."
[ATTRIBUTION REDACTED FOR PUBLICATION]
"I just wanted to let someone know that I'm very impressed with the response times to tickets entered through the web site. Datapipe continues to amaze me with the speed and accuracy of completing requests. Thanks again!"
[ATTRIBUTION REDACTED FOR PUBLICATION]
"We appreciate your excellent on-going support and service for our Accounts."
[ATTRIBUTION REDACTED FOR PUBLICATION]
"Just wanted to drop you a note to tell you how impressed I’ve been with your team. It’s been a long time since I’ve worked with a vendor that provides the level of service that your guys have delivered. As we launch our new website there have been a few sleepless nights. Your guys are professional, responsive
and hang in there with use through the process."
3. Provide a brief (up to 100 words) biography about the leader(s) of the nominated organization/department:
In 1996, Robb Allen started his fourth company, a website design firm. Over the
next two years Allen grew frustrated with the service level he received from
existing hosting companies and in response to this classic entrepreneur’s
dilemma, he founded Datapipe in 1998. Founded with his own funds and a laser
focus to deliver the best network and the best customer service, Datapipe grew
quickly, even through the dotcom bust, and was recently named one of the 50
fastest growing companies in New Jersey for the fourth time. Today, Datapipe is
a global company with a reputation as a trusted provider of complex, high-value
managed IT services. As CEO, Allen continues to inspire his team to deliver on
the vision of providing the best customer experience in the industry.