A recipe for high customer satisfaction
Green Mountain
Category
Excellence in Data Centre Services Award
Entry Description
One of Green Mountain’s core values is to put the customer in focus. Above all, customer satisfaction is the most important goal of our business. We have delivered colocation data center services with 100% uptime since day one. Furthermore, we are very transparent about the quality of our services to our customers. In other words, trust is fundamental to our business.

But how do we know that we deliver excellent service? We perform an annual customer satisfaction survey. On a 6-point scale, we received a 5.7 score on overall satisfaction with partnership in 2022. This is in line with previous years, so it demonstrates that we are doing something right.
The team that is closest to the customers is the service management team lead by Runar Espeland. The team consists of four people and have a very clear opinion on which factors contribute strongly to the high satisfaction score:

• Solid support systems and procedures
• A dedicated contact person for each client
• A flat organizational structure and delegated authority
• Transparency and pro-active communication
• Professional pride
• The Green Mountain company values

Here is a more detailed description of each factor:

Solid support systems and procedure:
From day one, Green Mountain has used ITSM systems to manage everything from customer cases to changes and incidents. The ITIL framework (Information Technology Infrastructure Library) has been the cornerstone of the daily work of everyone. We have developed processes, instructions, and systems as we have grown. Often, our own clients have contributed to this development. Moreover, it has been important for Green Mountain to verify our processes through different types of certifications. We are audited regularly, both internally, by clients, and by external auditing firms.
Green Mountain’s Customer Portal, based on ServiceNow, is an important part of the day-to-day cooperation with our customers. This is the portal where customers log in to place orders, request help/assistance, or find relevant information in our knowledge base. It is a critical tool to obtain first-class customer service and quality management. No matter if you are a rack-by-rack client or a large international cloud provider.

The importance of a dedicated contact person:
When we sign a new client, a member of the Service Management team becomes the main contact point for the client. He or she is responsible for the client relationship and communication flow. The customer satisfaction survey shows that 95% of the respondents know who their main contact is.
We want to avoid that the client has to contact different people for different types of requests. Regardless of whether the client has a question about HSEQ, risk, maintenance etc. they can pose their questions to the service management team, and we will involve the right people to assist. Of course, they can also request services directly from our operation technicians through our customer portal. Nevertheless, as the client contact point, they always have the overall picture. Having a primary contact also means that we foster a closer and more trusted relationship with the client. We have a regular dialogue with all our clients, and we feel responsible for our delivery to them. It is also our responsibility to document important information in our systems so that if a contact person suddenly becomes unavailable one of the colleagues can take over.

A flat organizational structure and delegated authority:
In Green Mountain, we operate with a flat organizational structure where authority is delegated. In other words, we trust our employees to solve challenges at the lowest organizational level possible. Usually, that is where you will find the needed competence and best solutions anyway. We also solve issues faster and better this way. Our field engineers and operation technicians have strong professional pride and are trusted by their supervisors. They know when they can make their own decisions and when to escalate problems to the next level. The customer satisfaction survey demonstrates that this approach is successful. The work of the field engineers received a score of 5.73.

Transparency and pro-active communication:
As mentioned, the service management team is responsible for the communication flow with the customers. In this regard, there is one important principle to follow: Transparency. To build trust we must be open and honest. In practical terms, this means that we share all the data we have with our customers. Through monthly reports and the Green Peak dashboard, clients get a real-time view of the environment in their data room. It measures power usage efficiency (PUE), temperature, humidity, and more. In addition, the customer receives detailed historical data on power consumption, PUE, CO2 footprint, and so forth. Most importantly, we make sure that clients are notified of any circumstances that can affect our delivery. The service management team is present at the Operations meetings to be informed about changes, incidents, and maintenance. Relevant information from these meetings is passed on immediately to the customer. We believe it is better to inform too much too soon, rather than the opposite. The customer satisfaction survey scores received regarding reporting and follow-up support this.

Professional pride:
Our clients are important. We have some of the largest domestic companies in Norway as well as large international corporations as our clients. Every single employee knows that we secure mission-critical services for these clients. If we fail, it has huge implications for businesses, for society as well as individuals. We have delivered 100% uptime since the beginning and must continue to do so in the future. Knowing that your job is that important gives you a professional pride and a strong sense of responsibility. Each and everyone in the company has a role to play in delivering on our customer promise.

It is all about the company values:
Finally, there is one element that embodies all the above-mentioned reasons – The Green Mountain Company Values. These are: Customer in focus, Knowledge, Reliability & Honesty, and Enthusiasm. We illustrate them in a triangle where the customer is in the middle and the other values represent one line each of the triangle.
So why do we think these values are the most important reasons why we have satisfied customers? The straightforward answer is that if you work and behave according to our company values, everything else falls into place. You will understand the importance of all our framework processes, it will guide your priorities and you will become a part of the Green Mountain culture. These values serve as a common foundation for all employees in the way we conduct our work on a daily basis. Also, the customer satisfaction survey shows that our clients recognize them in the way we work.

Please also see client statements in the supporting document.
Supporting Documents