HOSTING 2020 Vision - Art Zeile CEO
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Hosting Vision provides cloud hosting and managed services to over 2,000 customers with 360 employees across multiple US datacenters. Their mission is to provide the best customer experience for companies running mission critical applications in the cloud supported by the industry's best team. They focus on managed services, complex solutions, compliance expertise, and developing vertical practices in key industries like healthcare and financial services.
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HOSTING 2020 Vision - Art Zeile CEO
- 2. HOSTING OVERVIEW 2 6 400 360 Employees Independent Audits US-based Datacenters SOC 2 TYPE II SOC 3 CERTIFIED H I P A A C O M P L I A N T 2000 Customers Glassdoor Workplace1ST
- 3. 3 EXECUTIVE TEAM 3 Art Zeile CEO Joel Daly EVP Sales Don Barlow EVP Ops Art Zeile CFO Andy Schroepfer CSO Darrell Hyde CTO Bill Santos President Adv Solutions Mike Corey President Ntirety Johan Hybinette CISO
- 4. Customer Experience To Provide the Best Mission Critical Applications Running Cloud In the Best Team. Supported by the Industry’s
- 5. CUSTOMER TARGET 5 Managed Services Complex Solutions Compliance Key Verticals Managed Services Our customers choose HOSTING based on our outstanding reputation for application availability and performance. Daily HOSTING proves its value by serving their needs and guiding their growth. Our customer satisfaction is the highest in the industry (above 60) because we consistently provide the best customer experience with the industry’s best team. Compliance We have mastered compliance and security in an age where threats to security dominate the news and concerns of our customers. Our SOC3, HIPPA and PCI certifications are backed by disciplined, ITIL-based processes and trained staff members. Compliance and Security are part of our cultural fabric. Key Verticals Customers trust HOSTING and rely on our deep compliance expertise to host mission critical applications in a variety of industries: Healthcare Financial Services Software Media Complex Solutions Designing and delivering on highly complex solutions is one of our strongest core competencies. We strongly believe that there is no such thing as a “one size fits all” approach to hosting services. We partner with our customers to collaboratively work through the business and technical requirements of a given project. Increasing level of customer confidence Mission: To Provide the Best Customer Experience for Companies running Mission Critical Applications In the Cloud supported by the Industry’s Best Team
- 7. 2020 VISION Over the past five years, Hosting has transformed itself from “the best little hosting company nobody knew” into a well- known and respected international brand. Our revenues are now $500M and we have 2,000 employees located in the US and in key cities around the world. Here’s the story on how we got here from there. Our strategy was to become a dominant player in the hosting and IT outsourcing market in the U.S. We grew revenue organically and through acquisitions targeted at the core of our value proposition which is to manage complexity better and cheaper than our customers can do on their own. We delivered on our value proposition in four distinct areas of growing complexity. Managed Services – Our customers chose Hosting on our outstanding reputation for availability and performance. They grew with Hosting due to our proven abilities to serve their needs and guide to meet their changing needs. We take great pride in consistently leading the industry with an NPS score consistently above 60. We expanded the reach of our superior customer experience by providing customers with the choice of other cloud platforms fully managed by Hosting. Complex Solutions – Designing and delivering highly complex solutions became a core competency. We manage complexity for our customers as technology changes. Our “top 300” customer MRR in 2014 was $24k; its now over $50k. Compliance – We figured out how to lead with compliance and security in an age where threats to security dominate the news and concerns of our customers. Our SOC3, HIPAA and PCI certifications are backed by disciplined, ITIL-based processes and trained staff members. Vertical Practices – Healthcare customers now represent 30% of our customer base. We achieved this growth by a very clearly focused channel sales program that leveraged our core competencies in managed services, complex solutions and compliance. We leveraged then leveraged this channel sales engine into other verticals such as financial services. Ultimately, we got here from there with the industry’s best team serving and guiding customers better than the competition. 7
- 8. 2020 VISION SUMMARIZED Global Brand and Presence Core: Availability and Performance Compliance & Security Unified Cloud Expert Practice Areas 8
- 9. 9 OUR WHY
- 10. INDUSTRY LEADING CUSTOMER SATISFACTION 10 65NPS 2015 Q1 Our NPS Peers
- 11. NOTES FROM CUSTOMER SUPPORT 11
- 12. 12 Help Me Grow Help Me Deliver Sooner Help Me Sell Reduce My Risk Uptime & Compliance Contract and Tech Flexibility Make Me Better How do I compare? Save me from myself Save Me Money Match Costs with Revenue Build in Future Savings OUR FRAMEWORK FOR “GUIDE”
- 14. COMPLIANCE AS A SERVICE 14
- 15. ENHANCED SERVICE 15 Support Tasks Performed Standard 24x7 Support Team SLA Based Ticket Response Bronze Engagement Manager Issue Management, Business Account Reviews Silver Engagement Architect Proactive Architectural Reviews and Recommendations Gold Technical Account Manager Custom Tasks
- 16. HOW TO REACH ME 16 azeile@hosting.com Ph: 303-596-6320
Editor's Notes
- I promise you that this is not a sales presentation. But I do want to start by giving everyone a baseline of where HOSTING stands today to set the stage for our vision. We were rated one of the best mid-size companies to work for in 2015 We also completed over 400 audits for our customers last year The company is almost $100M in revenue and we have been cashflow positive for 8 years now.
- Here is our Misson
- This is how we depict our target customer. I say that we can provide significant value to any customer on this board but we have particular relevance to those in the bullseye. Of note, we have about 180 healthcare customers today and it’s our fastest growing vertical by far. We grew our healthcare revenues by 45% last year.
- Onward to our 2020 vision. We took a lot of time to put together a single page to document how we would describe the company in 2020 in a single page. Admittedly, we used all of the page.
- Great TED talk Simon Sinek Its not about the What its about the Why. Great companies always have a whyj Our Why is to Guide and Serve. That is the mantra you hear across our company.
- We hire people that love to serve. It’s in their DNA. They like solving problems. They like talking to customers. They derive satisfaction from helping people.
- This is an Air Force form O-96, meant to be the customer feedback tool for the food at the Air Force Academy. Everyone got FAST NEAT AVERAGE FRIENDLY GOOD GOOD. We take NPS quite seriously. We actually read each and every one of your comments you submit. Moreover, the entire company gets emails of them. Here are some of the NPS comments that came in just two weeks ago (when I was putting together this briefing). “Hosting has been a great partner!” “Support team is top notch. I get the impression that there is a genuine effort being made to be receptive, knowledgeable, and helpful.” “The support staff is so friendly and knowledgeable. They are able to answer and fix any issues that they are faced with.” “Quick and friendly service” “Seriously an amazing experience ESPECIALLY when customers are faced with compounding circumstances and the stakes are so high. Thank you.” “Brandon was extremely helpful, went above and beyond to try and help us resolve a client issue. Most appreciative.” “The support person was very helpful and explored all possible solutions to my issue, which, as it turns out, was unrelated to our services with HOSTING.” This is not to say that all our comments are positive. We are not perfect. But we try really hard each day to get better.
- The four business problems we solve for our customers are: Save me Money Reduce my Risk Make me better Help Me Grow
- When I look at the past year there are three things that have truly moved us closer to our vision At the beginning of 2014 we had a thin compliance team. Today, we have a world-class compliance FUNCTION. Our team is led by Johan Hybinette, whom has been a CTO, a CISO, a white hat hacker, and compliance auditor. He leads a team of 8 people in compliance consisting information security architects, compliance and vulnerability analysts. This has significantly moved us towards our 2020 vision.
- At the same time, we have rolled out Compliance as a Service. I summarize this to many customers as providing a “fractional CISO” because it’s the headline. But you get so much more. You get a real granular view of where you stand on your key controls BETWEEN assessments. Again, backed by world-class compliance and security teams! This new service also moves us signifcantly closer to our 2020 vision!
- Finally, the fastest growing part of our business this year is called “Enhanced Service”. Simply put, customers came to us and said “how do I get more our your team’s time to help me.” We decided to gradiate the answer with typical loyalty program levels. So you can get successfully more technical talent up to and including a full time technical account manager to help you manage all aspects of your business. It is concierge level support. Any project, any priority, any way to help you improve your business. So that’s it. I welcome your feedback on how we can improve our vision, or for that matter, about how we can improve any aspect of our business!