Excellence in Data Centre Services Award
At Viettel IDC, we are committed to making our customers’ business more productive, secure and sustainable, while designing for its future growth and revolution. We have accompanied tens of thousands of companies and organizations on their journey of digital transformation in Vietnam. Our focus is on assisting and enabling our customers to achieve their goals, laying down the foundation for a digital society in Vietnam. In 2008, Viettel IDC was found and quickly became the leader in nascent Vietnam’s data centre and cloud computing market. To maintain its top-tier quality service, Viettel IDC has put tenacious effort to meet higher standards every day. In 2020, Viettel IDC’s data centre is the only one to be awarded the ANSI TIA 942 Rated 3 – Constructed Facilities certification in Vietnam. It can be said that Viettel IDC is the pioneer, who plays a crucial role in changing the general perception of data centre service in Vietnam.
Currently, Viettel IDC gained the largest market shares in Vietnam’s Data Centre and Cloud Computing market, accounting for 40% and 30% respectively (according to Nomura Research Institute, 2019). Possessing the largest total raised floor area of more than 25,000m2, we are serving the biggest pool of customers in Vietnam, including the government organizations, enterprises, finance and banking institutes, etc… Nonetheless, Viettel IDC also participated in the projects of providing IT infrastructure for the Ministry of Defence, Ministry of Information and Communication…. We earn customer trust and loyalty through delivering excellent services and dedicated support. Our well-experienced staff is always available 24/7 to ensure the unrelenting operation of data centres. The quality of Viettel IDC’s services has been demonstrated through the achievement of international standards such as ISO 27017, ISO 27001, ISO 9001, ISO 50001, PCI DSS, etc… Our top priority is to invest in researching and developing new features and products, diversifying our service ecosystem, maximizing value for our customers. Besides, Viettel IDC continuously enhances the service portfolio to meet ever-changing consumer demands. We have seen the CAGRs of data centre and cloud computing services reach 17% and 64% respectively for the period 2015-2020. For the last five years, approximately 7 new products have been added to the service ecosystem and received positive feedback from the users.
Our mission is to bring technology to every corner of Vietnam. Thanks to a broad network of sales channels, our services have presented in all provinces of the country, even in remote areas. With the operation network of Viettel Group in Laos, Cambodia, Timor Leste, Cameroon, Haiti, Mozambique, Burundi, Peru, Tanzania, Myanmar, etc…, Viettel IDC has crossed the border and entranced into new markets. In addition, our 24/7 dynamic online selling tool – Automation portal is an effective way to develop online customers. Those distribution channels bring us a cutting-edge advantage that no other competitors in Vietnam have.
What drives our success is a fundamental business philosophy: The success of Viettel IDC’s customers nurtures our sustainable growth. Such philosophy acts as the guiding light for us to move through challenging times, coming under the pressure of increased global competition, and an evolving regulatory environment. We provide our customers with the highest quality services to meet the growing demand of customers. Not only are we a service provider but also a caretaker of our customers’ infrastructure and an accompany on their paths to success. In conclusion, the service quality and customer excellent support are the main factors which define us as the market leader in data centre and cloud computing services in Vietnam.
Viettel IDC’s 05 data centres were built and operated in compliance with ANSI TIA 942 Rated 3 standard and other international standards such as ISO 27017, ISO 27001, ISO 9001, ISO 50001, PCI DSS, etc... We also design technical infrastructure standards and comprehensive guidelines for staff and customers. Our NOC staff is well trained and operates on a 24/7 basis, which plays an essential part in ensuring the continuity and consistency in the quality of all data centres.
On a monthly basis, we organize internal training for all of our staff. A comprehensive discussion on the latest technologies, typical incidents, and case studies on common problems emerging shall be held regularly among the departments such as technical team, customer support team, NOC team, sales team... A clear KPIs system is applied for all the departments in the company. An independent committee reviews the KPI of each department and employee on a monthly basis. All the problems are raised and discussed in an open environment. We also encourage staff to contribute ideas to accelerate the performance of the data centres. Besides, on an annual basis, we establish a managing and evaluation team to do the customer survey, employee survey to understand the market and improve our services, as well as mend the policy holes if any. Every year, we invite independent organization such as ISO, market research companies… to audit the operation and customers’ feedback of the company.
With the strategy of going global, Viettel IDC determines that maintaining consistency and excellence is the most important factor to expand the market and reach new goals. We make the commitment to deliver the best quality services to the customers. We earn the trust of our customers from the guarantee of readiness, backup and continuity at the highest level in terms of infrastructure and services.
Viettel IDC has conducted our own service quality & brand survey as well as several interviews with our customers through an independent party. The result showed that 70-80% of participated customers gave Good - Excellent review to our safety, price, reputation, speed, stability and customer service quality. In addition, nearly 50% of those chose Viettel IDC to be the market-leading brand in Vietnam’s Data Centre and Cloud industry over 12 other providers mentioned in the survey.
We also conduct surveys on service quality on an annual basis: Internal survey for customers that are using our services at that time and our workforce involved in the provision of services to customers; and External survey for competitors’ services and partners – meaning hardware partners that at the same time are providing services for other providers like Viettel. Also, through our 24/7 support channels, we gather information on customer satisfaction.
We strongly believe that good reviews from our customers in independent surveys as well as in the ones that we ourselves conducted on a monthly basis are the strongest evidence of the fact that our customers have a high opinion of our infrastructure and service quality. As a result, we are confident that our customers will be in favour of us regarding this nomination.
We are also implementing the plan of digital transformation from level 3 (performance) to level 4 (advancing) in this year. Such plan comes with a clearly-defined set of monthly KPIs on enhancing customer experience with the use of NPS to calculate and manage customer satisfaction.