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Datapipe Inc.

Gold Stevie Award Winner 2012, Click to Enter The 2013 American Business Awards

Company: Datapipe, Inc., Jersey City, NJ
Entry Submitted By: Peppercom
Company Description: Datapipe offers a single provider solution for managing and securing mission-critical IT services, including cloud computing, infrastructure as a service, platform as a service, colocation and data centers. Datapipe delivers those services from the world’s most influential technical and financial markets including New York metro, Silicon Valley, London, Hong Kong and Shanghai.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: Datapipe's Customer Service Department

Tell the story about what this nominated organization/department achieved since January 1 2011 (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:

Robb Allen founded Datapipe on the premise that a successful business is the direct result of the success of its clients. This idea is the basis of Datapipe’s culture of “Operational Empathy®” which is the core value for every Datapipe employee, partner, and client relationship.

Operational Empathy®

Our people focus on applying their diverse range of knowledge and skills to earn trust and confidence. Leveraging years of proven experience, we strive to anticipate the needs of our clients and provide exceptional customer service. We develop a deep understanding of our clients’ business objectives and take personal interest in helping them achieve those goals. We call this Operational Empathy® and at Datapipe it’s how we do business.

Datapipe’s commitment to excellence in customer service can be seen in every initiative, from having 24/7/365 attendants available, to regularly surveying customers to understand their challenges and needs.

During the past year, Datapipe began regularly asking its customers to participate in an anonymous survey to better understand how to serve them. When asked what differentiates Datapipe from other managed services offerings, 59% of clients answered customer service excellence. In addition 91% of respondents stated they would recommend Datapipe for the management of mission-critical IT services.

Customers feel this way because Datapipe aims to be the partner of choice for enterprises that want to outsource mission-critical IT Infrastructure.

Datapipe’s service model is unique in the managed services industry, delivering fully-customized solutions with world-class service.

Benefits of a Mission-Critical IT Solution from Datapipe:

• No auto attendants - A real, live person answers the support lines 24x7.
• Open support - Unlike traditional managed services providers, Datapipe does 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 Datapipe says customized, it means customized. There are no pre-packaged offerings. The company architects a solution around 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. For Datapipe, being a true partner to a client means equipping sales engineers, project managers, and technical support teams to provide professional services that optimize clients' solutions and ensure they are positioned for success and growth.

Datapipe has also recently implemented a service desk function, which became the catalyst for creating a much greater deployment of company-wide client response systems. This new response system helps prioritize and escalate issues immediately while reducing downtime. Since implementing this new policy, overall satisfaction is up and client tickets are routed accurately, properly and efficiently.

Datapipe's service model and delivery have earned the trust of over 1,000 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

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Provide a brief (up to 100 words) biography about the leader(s) of the nominated organization/department:

Jared DeNigris, Senior Director Technical Operations, and Jigar Desai, Director Global Response Center, lead the Global Response Center at Datapipe. They oversee the central communications hub for network/server monitoring/alerts of any issues with client data. They provide support and document failures, outages and provide official post mortems. Largely due to Jared and Jigar’s hard work, Datapipe’s Global Response Center sets an industry standard as the best of the best in customer service and satisfaction.