Blogposts

Growing A Service-Based Culture Across the US

 

Over the past few months, our business has changed a lot. We acquired assets in New York and launched our Infiny by Epsilon on-demand connectivity platform. Both are big steps for our business and push us in new directions.


As we grow our presence in the US and offer our Platform as a Service (PaaS) model globally, I’m focused on scaling our service-based culture and translating it into a Cloud-centric world. Since the early days of Epsilon we have differentiated our offering with service. That was what brought new customers in and enabled us to grow our business through word of mouth.


I see us doing this again in the US market while demonstrating what customer excellence looks like in PaaS. With a PaaS model, there’s a tendency to think that low-touch means no-touch but I don’t think that’s the case.


I see PaaS as a way for customers to access Epsilon’s services and really get the most out of them. It isn’t a case of handing off the keys to the car and the relationship ending there.


PaaS puts the control in the hands of customers and enables them to manage their services. Underneath that is the same Epsilon working proactively to ensure maximum availability and efficiency. Our business culture hasn’t changed but the way our customers can interact and manage their services has expanded. That’s important to me.


As our Infiny by Epsilon platform grows globally and particularly in the US, we are doubling down on customer service. We see it as an even bigger differentiator than ever before. Trust in the platform is critical and I believe that by dedicating ourselves to customer service in the Cloud era, we’ll see Infiny by Epsilon show rapid adoption in the US and around the world.


The key to scaling our culture of service is about five focus areas:

  • Rapid Response - With hubs in Singapore, London, Dubai and New York, we are able to follow the sun and provide quick resolutions to issues no matter where they happen

  • Clear Communication – Communicating how we approach customer service, the solutions available to customers, and each step of our journey together makes it easy to get it right and deliver the specific support each organisation needs.

  • Simple Solutions – We try to find the simplest solution to even the most complex challenges. It is important that we remove complexity from customer processes and make it easy to use our services.

  • A Consistent Customer Experience  – No matter where you are in the world you should have the same level of customer service and expect the exact same Epsilon experience. We want our services to be familiar and as simple to use in the Americas as they are in Europe, the Middle East, Africa and Asia.
 

We are a challenger in the market and we have to deliver a customer experience that separates us from the crowd. Our track record shows that we’ve been able to do this in markets as different as Singapore and Iraq.


I believe that we are well-positioned to grow our business in the US and deliver a unique level of service. That is critical to our success and I know that US-based service providers will experience how we operate and really believe in our business.