Services integrator, Brennan IT, has increased its customer focus with the appointment of a general manager for client relationships. Former OracleDirect Consulting staffer, Geoffrey Dirago, will fulfil the role across Brennan and its sister company, SecureTelecom.
The appointment would bring the companies a formalised, replicable approach to customer retention and development, according to managing director, David Stevens. Dirago has also been charged with stemming a decline in cross-sales between the two companies.
"Our client bases are diverging, with a smaller proportion of clients using SecureTel and Brennan IT products than this time last year," he said.
"This role will let us position our product sets as a whole and achieve a greater level of penetration into both client bases."
According to Stevens, faster client acquisition on the SecureTel side of the business was partly responsible for the scenario. "VoIP is an easier sell to clients that don't know us," he said. "The level of trust required to become someone's ISP is lower than to be their outsourcer."
With Dirago onboard the company would be able to leverage the trust of the SecureTel customer base across to Brennan, Stevens said. "You can't run a special or a flashy ad campaign to pull services business across," he said. "It's about getting face-to-face account management and doing what we say we will."
Brennan had begun manufacturing its own voice switching hardware in anticipation of further growth in its voice business, Stevens said. "With our own infrastructure we can provide our own service levels and can offer toll-bypass," he said. "With that we can do things like offer two cent office to office calls."
To counterbalance this, the services provider had also moved to larger Sydney offices to increase its disaster recovery and data warehousing capabilities, Stevens said. "The intention is to have customers literally buy a seat or 10 in our disaster recovery area so they can come in and do backup and recovery when they want to," he said.