Every company defines success differently. Some are ruled by their balance sheets, some live and die by their customer satisfaction scores, and some consider customer retention to be the top metric. Quite obviously, different approaches are valid for different objectives. When it comes to cloud deployments, the same wisdom holds true.
At GT.net, we serve clients with widely varied goals and widely varied definitions of success for those goals. These goals often change over time, as well. Some may come to us because of poor performance with their existing cloud service provider and then, once that’s resolved, determine to improve customer experience by shifting IT resources to more strategic roles. Others simply want to save money – and once that’s accomplished, want to save some more money. As stands to reason, the progress towards or resolution of each of these goals is measured differently.
Cloud Success KPIs
When it comes to the cloud, there is no one-size-fits-all success measure (though a well-orchestrated migration, as detailed in our recent blog post, is certainly a good place to start). Post-migration, there are some key performance indicators (KPIs) that are commonly used by our clients – across industries, countries and cloud architectures.
A brief listing of these includes:
- Uptime and performance
- Cost optimization (including hardware, software and personnel)
- Customer satisfaction / end-user experience
- Provisioning speed
- Time to market
At GT.net, we take the above and more into consideration but also pride ourselves on focusing on a slightly different and perhaps more holistic approach to our customers’ successes. While KPIs are critical to gaining a macro, bird’s-eye view of any cloud deployment, we find it just as important to dig deep into what’s really happening – in the environment, the company and the market – to improve the experience.
Cost optimization, as mentioned above, is one of the key KPIs for any deployment. But the routes to get there (and the metrics attached) are quite individual. For instance, a large managed service provider (MSP) client of ours was concerned about the gap between the amount it was paying GT.net and the amount it was able to pass through to its own customers for the services. We sat down with them and performed a fairly exhaustive survey of their cluster on a VM-by-VM basis. Together, we calculated how much they were paying us for each VM and multiplied it by their desired margin to come to a more accurate cost for their customers. After factoring in their overhead, they adjusted their billing procedures to ensure they were charging the appropriate amounts, which made a substantial impact to their bottom line.
This level of hands-on service from the people who have worked on the account from day one is something that few companies include in their list of KPIs . . . but probably should. In our experience, what truly defines cloud success is not just based on numbers; it’s also based on finding a managed cloud provider that acts as a true fiduciary partner to you and your business. One that will sit with you, get into the details, crunch numbers and discuss scenarios to find the best answer for you – not just best practices from your industry.
If you’re interested in learning more about measuring cloud success – and how we help our clients define, achieve and maintain that success – contact us today. We’re happy to discuss your current situation and how it might be improved moving forward.