Developed “The InfoTrust Way” to Secure Organizations and Improve Customer Experience

Organisations had grown weary of oversold solutions that rarely lived up to their hype, often due to poor implementations, with those illusive return on investment figures quoted by the sales rep rarely eventuated. At the same time, IT Leaders were expected to be business enablers and demanded technology "as a service" that was less onerous to manage. Many vendors and service providers offered a transactional relationship, where once the licenses were shipped, the customer was on their own. InfoTrust led by CEO Dane Meah developed an engagement model centred around continuous improvements, to take the customers hand and guide them towards correct implementation, higher return on investment and ultimately being more secure.

This approach resonated with the market and led to InfoTrust acquiring more than 300 customers in its first 3 years, winning various awards in the process. Now InfoTrust has over 30 staff, with offices in Australia and the Philippines.

Transforming Customer Experience

From day one InfoTrust knew they had to transform the customer experience. Customers had become accustomed to a transactional service.

"We were hearing stories of well-polished pre-sales experience, a signed order, then immediately followed by a big drop off in engagement – most IT leaders have experienced this. The sales rep that was calling the customer 3 times per day before the sale, is now onto their next opportunity with the customer in the rear-view mirror! What was worse is customer-oriented organisations also had their own resourcing challenges, so projects were frequently half-deployed, before moving onto the next project," said Dane.

Dane and his team mapped out the entire customer lifecycle and worked out customer pain points and reverse engineered its engagement around that. At the same time a few things were happening in the market:

1. Organisations were acquiring more and more technology and unsuccessfully implementing and managing that new technology, reducing the ROI.

2. Organisations had unrealistic expectations in moving to SaaS whilst adopting a 'set and forget' approach which significantly increased operational risks.

InfoTrust developed the "The InfoTrust Way" engagement model, which incorporated 4 stages of the customer lifecycle (Procurement, Implementation, Changes, Needs Resolution).

By aligning value-add engagements to each stage of this lifecycle, customers benefited from four things:

1. A positive onboarding experience with proper implementation

2. Review of technologies implemented to ensure they meet business requirements

3. Needs that emerge are resolved, avoiding dissatisfaction

4. Better implementation and greater ROI based on their business needs

Securing Enterprises, the InfoTrust Way

Cyber security threats are fast evolving and organisations need to be confident that the security they have in place can minimise the impact of a cyber-attack or data breach. New legislation including the Data Breach Notification and GDPR means we are starting to see huge, unprecedented fines for organisations that have suffered a data breach – this is in addition to the financial and reputational losses they experience during a breach.

Organisations need more than technology to protect their organisations – they need trusted partners that can enhance their internal resources and provide the right level of security (technology, process and people) rather than simply selling technology. The InfoTrust Way provides the customers with much more than the transactional relationships of the past.

By ensuring proper implementation of important security controls, InfoTrust has helped keep their broad range of customers secure from cybercrime and therefore more productive – freeing up the IT and broader business to drive their businesses forward.

Reflection of Customer Satisfaction

InfoTrust has gained a reputation for delivering high value and is well regarded by their clients – helping to retain and build on its customer base. Additionally, due to the company's unique approach, InfoTrust is rarely in competitive "3 quote" scenarios with other service providers for delivery of the same technology.

Overcoming Hurdles

Commenting on challenges, Dane said, "To deliver the 'The InfoTrust Way' requires significant focus, specialisation and expertise on the given solution, which can be time-intensive and costly if not designed in a way that can be easily repeated. Therefore, choosing solutions that fit into 'The InfoTrust Way' model has become a prerequisite for the company".

Innovating Products through Partnerships

InfoTrust has chosen 3 specialist pillars of excellence – Secure Email Ecosystem, Threat Detection & Response and Cloud Security. "We combine our own products and services, with products from Agari, CrowdStrike, Mimecast, Okta, and Symantec. Our goal is to provide the most comprehensive capability and expertise in these domains," added Dane.

A Visionary Leader

Dane first got involved in running a business when he was 18, where he started a digital information product business – selling a series of eBooks via online marketplaces. Dane moved into the cybersecurity industry in 2008 with an early SaaS firm and after a strong professional track record in cybersecurity, he co-founded InfoTrust. The company aims to bridge the gap in the way cybersecurity solutions are being delivered.