In this episode of Channel Insider: Partner POV, host Katie Bavoso sits down with Jesus Pena, UDT’s executive vice president and chief experience officer. The conversation delves into what sets UDT apart from larger service providers, focusing on their meticulous attention to detail, particularly in what Pena describes as “The Last Mile.” This technique, he believes, is fundamental in keeping ocean freight ships running on time and maintaining strong customer relationships.
Pena emphasizes that UDT’s success lies in its commitment to customer outcomes. He states, “We’re fanatical about making sure that at any cost, the customer has a good outcome at the end.” This “fanatical” approach includes tying their services back to various metrics, such as financial outcomes, satisfaction metrics, and KPIs, which differ among organizations.
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The shift to managed services
When Pena joined UDT 13 years ago, he brought a vision for managed services. “Services has always been something that I do since I started at UDT,” Pena reflects. He believes in offering a more customer-centric approach that doesn’t “nickel and dime” clients for every change or issue. This vision led to UDT adopting a managed services model, where customers pay a flat monthly fee for a comprehensive range of services.
This model simplifies customer billing and fosters a stronger relationship, ensuring UDT always meets the client’s needs. By handling all aspects of IT services under one roof, UDT can provide quicker, more efficient solutions without relying on multiple vendors. This shift has proven successful over the years as it aligns with UDT’s customer-centric philosophy, ensuring that clients receive high-quality, uninterrupted service.
Serving client needs across verticals
UDT’s client base spans various industries, including K-12 education, state and local government, financial services, and logistics. This diversity is a deliberate strategy to balance different buying and spending cycles. Pena highlights that UDT’s expertise is not confined to a single vertical, despite their deep knowledge in specific sectors due to strategic hiring and geographic presence.
Pena notes, “We’re a very horizontal company where we provide services across all these different verticals.” This horizontal approach ensures that UDT can adapt to each client’s specific needs, regardless of their industry, and maintain flexibility in their service offerings. This strategy also allows UDT to remain responsive to market changes and client requirements.
Building and maintaining long-term relationships
Maintaining customer relationships for over two decades is no small feat. Pena attributes this longevity to honesty, availability, and a deep understanding of customer needs. “Just delivering what you say you’re going to deliver, being available at any time,” Pena states. This reliability, coupled with a proactive approach to problem-solving, has helped UDT build a reputation for excellence.
One key aspect of UDT’s success is its investment in a full 360-degree view of the customer. This involves assigning dedicated account managers, service delivery managers, and customer success managers and ensuring executive alignment. This provides multiple touchpoints and a comprehensive understanding of the customer’s environment, enabling UDT to address issues promptly. Pena highlights, “If somebody’s either not happy or they’re in the process of not being happy, we take care of it quickly.”
A real-world example of a customer success story
Pena shares an example of UDT’s commitment to customer service. Recently, one of their logistics customers, a large ocean transportation company, faced a critical issue with expired maintenance that led to a system failure. Despite the timing—10 PM on a Friday night—UDT swiftly assembled a team to resolve the problem. Pena recounts, “We have deep relationships in companies like Cisco and Fortinet… and you start almost asking for favors.”
This incident illustrates the critical role of “The Last Mile” in differentiating service providers. By understanding the broader implications of technical issues and responding on time, UDT reinforces its value to clients. “What really matters is how you jump to the occasion and how you come together as a team and solve the problem,” Pena notes. This story depicts a broader lesson in crisis management and customer service: Prompt, coordinated responses to issues can significantly bolster client trust and satisfaction.
Understanding the industry-specific needs of clients
Working with clients in specialized industries like logistics requires a deep understanding of their unique challenges. For example, their work with Seaboard Marine, a long-time client, involves more than just IT support; it requires a comprehensive understanding of logistics and maritime operations.
“You have to understand that side of it, and it takes time to build that trust and that relationship,” Pena notes. This knowledge allows UDT to provide tailored solutions that address the specific challenges of the logistics industry, such as ensuring that critical shipments are not delayed due to technical issues.
Businesses aiming to serve specialized industries should invest time learning the intricacies of their clients’ operations, according to Pena. This understanding allows service providers to offer more relevant solutions. By working closely with their clients and integrating their teams, UDT ensures they can address issues expertly, minimizing disruptions to critical operations.
Emphasizing the importance of security
In the age of AI, ransomware, and evolving threats, security is a top priority for UDT and its clients. Pena acknowledges the challenges of getting clients to fully grasp security’s seriousness. He emphasizes the need for a holistic approach, combining proactive measures with responsive solutions. “We invested heavily in security, and we actually look at security very holistically,” Pena says.
UDT’s strategy includes regularly managing security services and hiring a team of experts to stay ahead of emerging threats. This policy ensures that clients are protected and educated about the importance of robust security measures.
Tune in to the video or podcast above for more insights from Katie Bavoso and UDT’s CEO and Executive VP Jesus Pena — and be sure to like and subscribe for future interviews with solution providers and thought leaders, plus special episodes and opportunities!
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