The digital landscape is continually evolving, and with it, the expectations of businesses and consumers. As the backbone of the digital world, data centres must prioritize not only technological advancements but also demonstrate a dedication to customer satisfaction.

Data centres play a critical role in supporting the infrastructure that powers businesses and everyday digital interactions. Their success hinges on more than just their technological capabilities; it requires a deep commitment to understanding and addressing the unique needs of each customer.

A customer-centric approach is crucial for several reasons. It ensures that the services provided are tailored to the specific requirements of different industries. This customization is essential because each sector, from finance to healthcare to e-commerce, has distinct challenges and needs. A one-size-fits-all solution is no longer viable in an era where specialized, industry-specific solutions drive business success.

Coupled with this, a customer-centric focus brings numerous specific benefits to customers. Firstly, data centre service providers focused on proactively solving customer problems can anticipate and address potential issues before they escalate, reducing downtime for their customers.

Secondly, enhanced communication keeps customers informed, aiding better decision-making. This approach also increases efficiency by streamlining specific workflows and processes. Customers benefit from greater flexibility and solutions that adapt to changing needs, allowing them to rapidly respond to new challenges.

Equally, by delivering a more personalized approach, data centre service providers can ensure that each customer receives the support they need, fostering a stronger relationship and trust. By understanding and addressing specific goals and challenges, service providers can help customers achieve their business objectives more efficiently.

In addition, a customer-centric strategy is a significant differentiator in a competitive market. Data centre providers that prioritize customer needs are more likely to innovate and adapt to changing market demands. Finally, it is clear that in times of crisis or rapid change, such as during the Covid-19 pandemic, data centre providers that have cultivated close relationships with their customers are better positioned to offer flexible and responsive support.

Telehouse’s global expertise and diverse customer base

With nearly 35 years of experience, Telehouse serves a vast array of customers from different industries worldwide. Our operations extend across more than 10 countries in North America, Europe and APAC, reflecting our deep understanding of global market dynamics.

Our clients represent over 3,000 companies, ranging from start-ups to multinational corporations across multiple regions and industries. We support clients from North America, Europe, Asia, and beyond, ensuring that our services meet the diverse needs of a global market. This international presence allows us to provide localised support while maintaining the high standards expected by our customers worldwide.

Telehouse’s extensive reach allows it to cater to various industries, including finance, healthcare, e-commerce, and entertainment. This broad spectrum of industry experience enables us to understand and address the unique challenges faced by each sector, offering tailored solutions that help our customers overcome obstacles and achieve their goals.

Our success has been built on our ability to understand and anticipate the needs of our clients. We provide strategic advice and innovative solutions that address their challenges, helping them navigate complex market landscapes and drive business growth.

Elaborating on our long-term vision and the foundational beliefs that guide our expansion,

“Telehouse’s customer-centric approach is key to our continued leadership as a global brand. We aim not just to meet expectations but to exceed them, fostering long-term relationships built on trust and mutual success.”

Mark Pestridge,
Executive Vice President &
General Manager, Telehouse Europe, explains.

Building a customer-centric team and services

Telehouse’s customer-centric approach begins with focused hiring practices, finding employees that share our commitment to excellent customer service. Our people are the best proponents of this approach, and it makes sense to instil a sense of service excellence from the very beginning of their work with our brand.
Our organizational structure and comprehensive training programs are designed to deepen our expertise to support and foster close connections with our customers.

“Upskilling our people is essential to ensuring that they have the knowledge and expertise to help our customers achieve their goals,” explains Judy Gosnell, Vice President, Human Resources at Telehouse Europe.

“Our teams are structured to provide dedicated attention, ensuring that each customer receives personalized service that aligns with their unique requirements. We have tailored our induction program for every new employee to emphasize customer-first values and effective communication skills. Our customer service training creates a culture of service excellence, guiding our people through every interaction with our customers. This ensures that our teams are aligned with our commitment to putting the customer at the centre of everything we do, and help build a sustainable customer-centric organization for the long term”

Judy Gosnell,
Vice President, Human Resources,
Telehouse Europe, explains.

“Our customers span multiple regions and industries. Our customer experience team is the key point of contact for our customers. We help them manage the entire service lifecycle meticulously moving from negotiating the initial sales contract to project execution to ongoing maintenance and support. Meeting the diverse needs of customers across North America, Europe, and Asia while ensuring consistent and high-quality service standards is our goal. Our customer’s success is our success.”

Selma Kamel,
Head of Design, Engineering & Customer Experience,
Telehouse Paris, adds.

Global strategy and innovation

Reflecting on the global strategy that underpins our customer support,

“Telehouse’s broad spectrum of experience enables us to understand and address our customers’ unique challenges. We’re able to manage their requirements globally and provide strategic advice and innovative solutions to help them navigate complex market landscapes.”

Milad Abdelmessih,
Vice President of Business Development,
Telehouse America, emphasizes.

Coupled with this, Telehouse continually researches and invests in the latest technology and solutions to help us address customers’ needs and support our culture of customer centricity. Recently we adopted a system known as the “Customer Thermometer” for our service desk, which enables us to capture customer feedback and satisfaction in real time. This feedback offers valuable insights into the standard of service we deliver. We then use this information to make necessary improvements, while also ensuring that our offerings align with customer expectations.

Telehouse believes that a customer-first approach is not just a strategy but the foundation of our business. This philosophy allows us to stay attuned to our customers’ real thoughts and needs, enabling us to continuously develop and improve our services to meet future demands. As technology evolves, our commitment to understanding and prioritizing our customers ensures that we remain at the forefront of the industry.

Connecting with Telehouse

Telehouse’s global footprint and commitment to customer-centric service make us a preferred partner for companies worldwide. Our extensive network of over 45 data centres worldwide ensures that we can provide consistent, high-quality service to our customers, no matter where they are located.

To learn more about how Telehouse can support your business with a customer-first approach, visit our website and connect with us on social media. Discover how we can help you achieve your goals with tailored solutions and dedicated support throughout your entire service life cycle.

At Telehouse, every connection truly matters. Our unwavering commitment to putting customers first drives us to deliver exceptional service and innovative solutions, helping businesses thrive in an ever-changing digital landscape. Join us on this journey and experience the Telehouse difference. Find out more about our services here www.telehouse.ca