In a business like MTI, where excellent service and technical expertise are so central to what we do, it is vital to keep abreast of developments in the industry.
People often come to me with great news – “someone has closed a deal”, “my customer is really happy”, “a partner has given us an award”. These highlights make my day – but it can be dangerous if this is all I listen to. Part of my job is to look for trouble, find complexities or problems and anticipate issues. I can then move to fix them or prevent them from happening to us or our customers in the future. Of course, when everything falls into place, there is no problem and there is no feedback.
Last week the Institute of Directors, based in Pall Mall, London, hosted MTI for a series of meetings designed to empower us to avoid problems and resolve issues. Room 413 was the setting and the first meeting was a private seminar with leading law firm DAC Beachcroft LLP. The topics for discussion included Freedom of Information, Data Protection, Email Archiving and everything else to do with handling data within a company. It was fascinating stuff that will enable us to help our customers and partners in the months and years ahead.
The magnificent Grade 1 listed building, the onetime London Residence of George IV, then welcomed a group of some of MTI’s longest serving customers to our Customer Conference. The carefully selected group included representatives from the financial services, public, healthcare and professional services sectors.
During the session, we asked for detailed, open and honest feedback and said that no subject was off the agenda. And boy did we get it. The session started at 12.30pm and wrapped up at around 6pm when the Chairman called time. I was humbled and honored by the commitment and investment of time our customers were willing to spend to make MTI better.
MTI was praised for the trust and reputation it has developed, which is very positive and I am delighted to learn about. The feedback also included many things we will be getting our teeth into. I was slightly surprised to learn that there seems to be a lack of awareness of our strength in the vertical sectors, and more needs to be done to ensure that customers understand our security capability. It also became very clear that the industry at large is confused about Cloud and that the managed services industry as a whole is suffering from a crisis in confidence, as promises are being broken and SLAs are not being met. Whilst these issues were not MTI’s doing, they present problems as well as opportunities for us.
So it was a day of listening for us. The key thing that came across from both sessions was the importance of independence and objectivity. Whether helping our customers with data protection or their transition to the Cloud, we will continue striving to improve our service and expertise.