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Jason Briscoe , Chief Operating Officer at Arrow , said : “ Too much work in our industry is delivered by committed people using manual , isolated processes and aged tooling . All this leads to frustration , ineffective delivery , inflated overheads , greater risk and an inability to manage cost and quality , all at the expense of customer satisfaction .

“ As we acquire new businesses , and to help realise the maximum value from those investments , we will integrate them on to the very best service management platform available . In this way , we aim to turn the operations of every part of our growing business into scalable value-creation machines .”

The POPX MSP Platform is designed to accelerate and de-risk Digital Transformation for Smart MSPs by enabling them to onboard ServiceNow faster , with greater transparency on cost , timescales and added value . The MSP Platform allows tech service providers to consolidate applications , integrate internal and supplier systems and deliver service automation for key processes . The fully managed service from POPX includes all integrations , development and enhancements , upgrades and maintenance , as well as training and the day-to-day support of running a complex technology .

Richard Burke , CEO at Arrow commented : “ Service value and customer experience runs through our DNA and that ’ s why we wanted to enhance our service proposition to truly deliver on our promises today but ensure we have a platform that scales for tomorrow . With POPX , we can integrate previous and future acquisitions on to one system , resulting in efficient operations that deliver an outstanding customer experience .”

Jason Briscoe spoke to Intelligent SME . tech further about why Arrow chose POPX and how it is helping the company grow .

Why did you choose POPX ?

The way we look at transformation at Arrow is with a strategic vision for the future that encapsulates all our people , processes and the underlying systems and tooling that support them . It is an investment into every aspect of our organisation and is manifested in continuous improvements in everything we do ; from the career development we offer our staff , the services we offer our customers , as well as the way we serve and support them .

The idea I had in my head was a long-term managed services partner , that would share the risk and responsibility of the project and then work with us over the years to continuously optimise our operations and create value . People in the industry were talking about POPX because it has a very different approach that addresses many of the issues I ’ d experienced in the past and wanted to avoid . When I spoke to the team at POPX it was clear to me they understood our business and our needs , and they very quickly ticked the boxes of what I was looking for . Their ability to de-risk our investment and the all-inclusive fixed price made the final decision an easy one and sealed the deal .

Why do you think too much work in the industry is “ delivered by committed people using manual , isolated processes and aged tooling ?”

It ’ s not unusual for MSPs to focus first and foremost on the needs of the customer , and each department will then invest in point solutions to solve specific internal issues . When growing a business , this is probably the right thing to do . However , this has its limitations and there will always come a point in the growth of an MSP where the internal systems and processes become so fragmented and chaotic that it struggles to keep up and scale with the changing demands of the business . This negatively impacts the cost to serve and , if left unchecked , will ultimately reduce both the quality of service and profitability .

How quickly do you expect the integration to happen ?

We have pushed aggressive timescales to get things done with minimum delay and expect

Previous page : Jason Briscoe , Chief Operating Officer at Arrow Business Communications

THE IDEA I HAD IN MY HEAD WAS A LONG- TERM MANAGED SERVICES PARTNER , THAT WOULD SHARE THE RISK AND RESPONSIBILITY OF THE PROJECT AND THEN WORK WITH US OVER THE YEARS TO CONTINUOUSLY OPTIMISE OUR OPERATIONS AND CREATE VALUE .