Company: Service Express, Grand Rapids, MI
Company Description: Service Express is an industry-leading data center solutions provider specializing in multivendor maintenance, hybrid cloud and managed infrastructure services.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Computer Services - Large
 Nomination Title: Service Express
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since January 1 2021, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 180 words used.
Since 1993, Service Express has been a pioneer in delivering data center solutions for mission-critical systems around the world. Service Express has grown exponentially in the past three years, opening offices in North America and Europe. Service Express customers include global manufacturers, financial institutions, integrated health systems, retail, higher education, government and other Fortune 500 companies.
From the very beginning, Service Express has experienced double-digit organic growth while maintaining its commitment to people and customers. The company set out to address customer friction and create solutions that save time, money and resources.
Service Express developed its flagship product, ExpessConnect®, to help customers simplify their data center support. The all-in-one solution connects users to monitoring, ticketing, account management and integrations to accomplish more in the data center.
Outstanding service in the data center is central to the experience with Service Express. The company has maintained an average 10-minute engineer callback, 99% onsite response and 97% first-trip repair rate. It’s clear customers value Service Express and the company’s expertise. In 2022, Service Express maintained an average Net Promoter Score (NPS) of 91.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 16 words used.
https://serviceexpress.com/newsroom/service-express-announces-expansion-into-ireland/
https://serviceexpress.com/newsroom/service-express-acquires-third-party-data-center-maintenance-provider-sherlock-services/
https://serviceexpress.com/newsroom/service-express-acquires-itech-solutions-group-and-iinthecloud/
https://serviceexpress.com/newsroom/service-express-acquires-trident-computer-resources-strengthening-its-position-as-the-global-leader-in-data-center-solutions/
https://www.gartner.com/reviews/market/data-center-and-network-third-party-hardware-maintenance/vendor/service-express/product/service-express-data-center-and-network-third-party-hardware-maintenance-services
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 225 words used.
Acquisition of iTech Solutions Group and iInTheCloud
In 2022, Service Express announced the acquisition of IBM i managed services provider iTech Solutions Group and cloud hosting provider iInTheCloud. The two companies bring IBM-specific offerings, IBM Gold Business Partner status, IBM Champions and Tier III data centers built on IBM Power® Systems. This achievement expands and diversifies Service Express’ IBM solutions for customers.
Expansion into Ireland
Service Express opened a new base in Dublin, Ireland to bring increased service coverage for customers and partners in the region. Hiring service engineers dedicated to Ireland ensure Service Express has the resources and experience to support business across Ireland.
Net Promoter Score (NPS)
Service Express maintained an average NPS score of 91 for 2022, which is one of the highest in the industry.
Acquistion of Sherlock Services and Trident Computer Resources
Service Express acquired third-party maintenance (TPM) providers Sherlock Services and Trident Computer Services. The acquisition of both companies brings several decades of experience, a team of US-based Level 2 and Level 3 engineers and a deep understanding of multivendor data center maintenance.
Gartner Peer Insights Customer First Vendor Service Express joined the Gartner Peer Insights Customer First program in the data center and network third-party hardware maintenance category. The program builds trust and credibility by signaling that the technology provider recognizes the benefits of honest, unbiased customer feedback.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 233 words used.
Acquisition of iTech Solutions Group and iInTheCloud
The acquisitions of iTech and iInTheCloud are significant because they bring IBM Gold Business Partner status, IBM i expertise, IBM Champions and more. These services make Service Express a one stop shop for all things IBM.
Expansion into Ireland
Opening a new location in Ireland brings Service Express’ comprehensive IT infrastructure and data center solutions to new European countries. This ensures customers receive quick onsite responses and first-trip fixes, so mission-critical hardware is back up and running before they know it.
Net Promoter Score (NPS)
Maintaining a high NPS shows the commitment to service and delivering on customer expectations.
Acquistion of Sherlock Services and Trident Computer Resources
The acquisition of both companies brings several decades of experience, a team of US-based Level 2 and Level 3 engineers and a deep understanding of multivendor data center maintenance. Building on Service Express’ strong foundation of data center solutions ensures customers receive the expertise and support they need, when they need it.
Gartner Peer Insights Customer First Vendor
In 2021, Service Express officially joined the Gartner Peer Insights First program in the data center and network third-party hardware maintenance category. This achievement is significant because it shows that Service Express recognizes the benefit of honest, unbiased feedback to improve customer experiences. As of March 2023, Service Express has an overall rating of 4.7, higher than their closest competitor.
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