Customer is at the Core of Our Business

Article by Sunil Gupta



Over 700+ Netmagicians serving 1200 customers globally with single-minded focus on enabling and providing services that address the mission-critical IT needs – the Customer is at the core of our business

In today’s age of consumerism, customers have become more quality and service conscious, with expectations to get nothing less than perfect, from brands across industries. This has inadvertently put the pressure on organizations in turn to demand more from their respective service providers, particularly IT, in ensuring seamless operations and always up, indefinitely scalable infrastructure.

Most organizations across verticals are becoming more customer-centric and this essentially is shaping the way they do business and the way technology is being implemented to support growth – customer-centricity as the DNA.

According to Accenture in their Technology Vision 2013, “Consumers are more than faceless digital transactions, more than a cookie file or a transaction history or a demographic profile; they’re real people with real differences.” As I look at our customers’ business over the last 10 years, this is very evident.

In the infrastructure hosting and cloud business, customers at the lower end of the commercial spectrum are supported through a website - often with no human interface – the classic evolution of "sandra", "mellisa" and "nick" - the chat bots who assist customers through online chat.

We look at customers very differently.

At Netmagic, customers of all size – SME, Mid Market or Large Enterprise or MNC are viewed in the same light. This is quite contrary to the industry norm, which is still very incident or transaction value based, when it comes to prioritizing their customers.

At Netmagic it is our unrelenting pursuit to provide our customers with the right-fit, right-price best solution and support possible. The customer’s business requirements driving the technology solution are understood even before any other work is initiated in the initial phase of prospecting. Thereafter, having understood the business implications, budget considerations, time frame of deployment and nature of solution required – off the shelf or custom, the prospect is presented with a solution.

The clear differentiator for Netmagic has been the fashion in which we support customers – be it on cloud or on physical machines. And we have examples to prove it - delivering a robust, scalable, secure and high performance, yet cost effective cloud solution to Satyamev Jayate and run their website for 13 – 14 weeks, without a hole in their pockets; supporting a last minute core banking setup including migration over physical machines for Ratnakar bank; we have literally been there, done that.

Over 700+ Netmagicians are single-mindedly focused on enabling and providing services that address the mission-critical IT needs of over 1200 customers, globally – creating possibilities beyond the boundaries.

The backbone to deliver all this lies not just in the domain expertise and granular understanding of the support team, it also lies in the experience of serving disparate, diverse, technologically asymmetrical and often complex custom requirements, all at the same time, for the last decade and half. This coupled with automation in service delivery, transparency in providing an escalation matrix that goes right up to CEO, shared with even the least revenue giving customer, ability to log and track incident request and tickets through phone, SMS and web, make us the best service-oriented Infrastructure service provider in the industry.

Our infrastructure that forms the backbone of all our services include:

  • Our 7 State-of-the-art data centers,located in Mumbai, Chennai, Bengaluru and Noida (Delhi) with over 2,00,000 sq. ft. floor space
  • ISO 9001:2008, 20000-1 and27001:2005 certified infrastructure across all datacenters with 99.99% uptime
  • Truly carrier neutral with energy-efficient operations, five levels of security, high sensitivity smoke detection, precision climate control systems and N+1 diesel generator backups
  • Other accreditations viz. SAP Certified Hosting Provider, empanelment with CERT-In, Gold LEED (Chennai DC) and listed with NIXI as a Class A ISP

In today’s age, customization is a standard, for even very small sized customer requirements. Though almost all providers list standardized product or service configurations, at Netmagic, we offer choice even in standard configurations that cater to the everyday load requirements across industries and businesses. Our solutioning stems from the experience of having observed varying load requirements across our customers that are spread across all industry verticals. The product architectures also have been designed to be scalable both horizontally and vertically, be platform agnostic and factor in multiple levels of redundancy that adds to the efficacy and robustness of our solutions.

Our teams work on the C-S-P methodology, where C stands for Customer Satisfaction, S for SLA driven delivery and P for Proactive Support.

At Netmagic, we are known to go the extra mile with technology support – that extra bit they need for Infrastructure to evolve to manage the complexities of their business demands.