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Interview: Single Point of Contact as a Robust Foundation for your Business

Nikolche Davchevski, Division Manager at Seavus Infrastructure Services, has been dedicated to improving the delivery of infrastructure systems for more than 10 years. In this interview, he discusses the importance of a single point of contact approach and the perks of having an agile last mile vendor partner. Read more on the importance of choosing a reliable partner that will be your one-stop-shop.

You’ve recently attended the Western Balkans Digital Summit in Belgrade where you talked about how to facilitate a fast infrastructure deployment. What were your impressions of the conference?

The conference was a great opportunity for networking. New innovations were presented. The participants and attendees could discuss topics with C-level experts, hear other panelists’ ideas and get inspired. Some of the topics of discussion were a new experience to us, such as Sofia the talking robot that gave us compliments on our outfit or hairstyle. When it comes to the Infrastructure Services division that I coordinate, it was highly beneficial for us as we made some key contacts with potential clients and partners. Plus, one always returns motivated and inspired after a conference.

 

Single point of contact (or SPOC) has been a recurring phrase in your presentation. Could you elaborate more on the subject and why is it important?

Yes, there is a small label on the Seavus Infrastructure Services Business model that says a single point of contact. What that means is that we are not limited to only one technology nor on one vendor. In such cases, when you have a service based on the label single point of contact, you have to have a large array of experts with expertise from various industries.

The foundation of our business model is based on three main pillars: focus on small details that have a big impact, find the root cause of any infrastructure problem, and respond smarter and faster. We have learned a lot from previous experiences and we always work on finding the root of the problem so that our clients never have the same issue twice. Today, we see that many companies and even new startups are facing support problems and cannot find the root cause of a problem just by solving it. That makes our business model impressive and with a solid label.

 

Seavus is now working on expanding its Infrastructure Services division. What services do we offer and who can benefit from them?

As I already mentioned, our Service Infrastructure Business Model has the SPOC etiquette which is the starting point of everything! In IT companies, I cannot stress enough the importance of a solid infrastructure, and a reliable support system. With the SPOC approach, Seavus becomes a one-stop-shop that can solve solutions in different industries and using different technologies.

What differentiates us on the market is the variety of our offers. We offer training courses, certifications, and a wide range of services such as Hybrid IT Systems Integration, Infrastructure optimization, Increase uptime, Proactive support services, Infrastructure architecture, Transformation services, Infrastructure advisory, Cybersecurity, Infrastructure and end-point security, and Security assessment and response. As you can see, it is a wide range of services.

 

And the list does not even end there. Seavus is also a premium partner of Cisco for 18 years. The numbers are impressive, but what does this mean for our clients?

Well, first of all, it is important to emphasize that Seavus is the only Cisco vendor partner in Macedonia and in the region. Reaching a vendor-partner-level is a demanding process but now that we have reached this point, we are delighted to be one of Cisco’s last mile vendor partners. And now, any industry can gain from our partnership, from Telcos, Banking and Finance industry, and Government Administration to start-ups.

We are a single partner connected with all vendors that can help clients with anything. I believe that once you raise awareness of the value that you provide and the benefits that the client would enjoy, then we can talk about a win-win situation. Our goal is to back before the lifetime of habits, to feel the frustration in order to find the root problem, to see all those tiny details inside, pick the right experts that will implement the right business plan, and finally - change the classic way of support. We have the right team of experts that see every challenge as an opportunity to prove their excellence and skills!

 

Finally, what are the next steps towards a positive change of the current system support solutions?

From my experience, there are certain aspects that deserve special attention in the next couple of years. I have realized two things. First, that it is important to live the millennial’s time, which is a dynamic and fast pace, but once you realize what their lifecycle and lifestyle in one company looks like, and realize that in a few years from now they will be your driving workforce in the company, you would invest much more time in keeping their pace and understanding their needs.

The second thing is that when radical changes should be made, they need to be on a system level. What I mean is that little and shallow changes like “let’s rearrange the desks” will not change much – one must change the whole system to advance and evolve. You must believe that you can change the whole mindset of a business, but to do so, you should start from yourself. First, you have to take care of your business, before you help others run their business. Determination is key, and at Seavus, it is our moto.