The Challenge
Odin is a global leader in hosting and cloud services enablement and cross-platform solutions. It currently looks after more than 9,000 service providers in over 130 countries delivering thousands of software applications and cloud services. The company began operations in 2000 and has developed into a fast-growing software company with more than 900 employees across offices in North America, Europe, Australia and Asia. Operationally the company is set-up in two distinct business units comprising Cross Platform Solutions and Hosting and Cloud Services Enablement. As the customer base for Odin Service Automation business grew rapidly in 2010, they recognised that they quickly needed to add additional highly skilled support personnel who could readily grasp complex technical needs and add value to their growing business. As they had never before been in a situation where they needed to outsource support for Odin Service Automation, they were conscious of the need to get it right and the importance of working with the right provider.
The Solution
Odin Service Automation went to tender in 2010 and after winning the tender in 2011, Datacom hit the ground running, bringing in a team that included representatives from Asia, Australia and the US. The team worked closely with Odin, travelling to its office and spending time getting to know its business. Datacom’s consultative approach, coupled with depth of background in the outsourcing business, enabled our team to quickly develop a comprehensive managed services solution tailored to meet the needs of the current client, but also transferrable across other areas of Odin's business.
The Datacom Managed Services solution is multi-faceted, encompassing the specific requirements to have highly skilled technical experts who are multi-lingual, speak Russian, and are happy to locate to service offices in Malaysia. The solution also looked at the long-term business need to expand capacity across Odin's range of products and provide new opportunities for business growth in the challenging enterprise market.
Datacom’s tailored Managed Services solution has not only helped Odin meet the demanding needs of their clients by reducing overall costs, retaining key staff and providing fast turnaround of technical support incidents, but also enabled them to enhance their business offering to provide ongoing enterprise grade services to global telecommunications providers. Odin are now working with global customers thanks in large part to the expertise of Datacom.
“Datacom was completely different from the other providers we dealt with. They were proactive rather than reactive and we were very impressed with the time they took to understand our needs and the way the Odin's business works. From the CEO, who spent time at our offices, through to the engineers, it was clear that they were committed to a long-term business relationship and provided a great level of engagement from day one."
Kellie Green - Vice President Worldwide Support, Odin