The rise of the boutique technology service provider

Larger technology service providers have long dominated the South African market, but the rise of smaller, more agile, and customer-focused ’boutique’ service providers is offering attractive alternatives.

Consider how the democratisation of technology and the widespread adoption of Software-Defined Wide Area Networks (SD-WAN) have given smaller, more boutique service providers a seat at the table.

Businesses are no longer beholden to inflexible, long-term contracts with Multi-Protocol Label Switching (MPLS) service providers characterised by long turnaround times and a rigid array of services and solutions.

Instead, we are witnessing the rise of smaller, more agile providers committed to delivering superior service, rapidly addressing issues, and offering bespoke solutions to business challenges.

Technology and size alone do not differentiate boutique service providers. For agility, innovation and a solutions-based approach to flourish, culture is key.

“Culture flows from the top down, and finds its way into every aspect of the business, which the customer then experiences,” said Greg de Chasteauneuf, CTO of Saicom.

“And it starts with how we treat our employees and suppliers. If employees feel like just a number, then customers will feel the same.”

“Boutique service providers who treat their staff and suppliers right will be able to benefit from those strong relationships when they need them most – enhancing the customer experience.”

• Click here to learn more about Saicom

Injecting agility

Brian Timperley, vocal advocate for boutique service providers and MD of Turrito Networks, believes that agility is his business’ biggest competitive advantage.

“We can adapt and change course very quickly when it comes to the technology space. It’s not just about agility in products and solutions but also in processes.”

Timperley’s statement sums up the essence of what sets boutique providers apart: their flexibility and adaptability, both in terms of technology and customer service.

“We sell interactions with individuals and not products and services,” Timperley continues.

This customer-centric approach is a clear differentiator from the often impersonal, one-size-fits-all approach of larger service providers.

Turrito Networks’ ability to be hands-on with problem-solving, to coordinate the right people at the right time, and its adoption of SD-WAN as a game-changer to grow their business truly embodies the spirit of boutique service providers.

Saicom’s de Chasteauneuf, believes that one of the most significant advantages of boutique service providers is their lack of technical debt.

“Unlike those monolithic providers who have been in the industry for decades and have so much baggage around their technical debt, boutique service providers can rapidly benefit from the latest technologies.”

“For instance, larger organisations might have invested significantly in MPLS and must sweat their existing assets before trying to benefit from SD-WAN.”

“The smaller providers can experiment with newer solutions without significantly impacting their bottom line,” he said.

The personal touch

Customer testimonials further underscore the role that boutique service providers play in their customers’ businesses.

Grant Field of Fedgroup praises their boutique service provider Intellicom’s ability to comprehend their business strategy and help execute it effectively.

“For boutique service providers, it’s about playing to their strengths. They are using the same data centres and technologies as everybody else, but they are more passionate about understanding their customers’ business and hungrier to maintain client relationships.”

Field’s experience underlines the fact that boutique service providers’ passion for technology, personal relationships, and a tailored approach can drive business growth.

This goes beyond the technology aspect.

“We also have good relationships with their leadership team and can access their EXCO if and when needed. We know they really care about us,” Field shares, highlighting the personal relationships that are often lacking with larger service providers.

“If you want to truly partner with your service provider, then going with a boutique business is definitely the way to go.”

Intellicom’s sales director Brandon Stewart believes it is their flexibility and dynamic approach to meeting customer requirements that help give their organisation the edge from a service provider perspective.

“We are adaptable to our customers’ needs without having to go through the traditional red tape of larger service providers. We can also partner with larger providers where it makes sense to do so.”

“This is important – it enables us to fit in with our customers’ needs instead of making them adjust to our world. Our pricing models are flexible because our senior decision-makers are on the ground doing the technical work as well,” says Stewart.

Stewart says many local companies in the post-pandemic market are looking to strengthen their ICT function.

The complex regulatory environment has also made technology a challenge especially when it comes to data management.

“We provide support and services across every aspect of ICT and pride ourselves on our extensive managed service offering.”

“We are able to earn the confidence and trust of our customers from the get-go with a quality service offering.”

“We also give our customers the agility they need to grow their technology function without getting lost in the details of how to do it. It is about being a trusted partner to guide customers on all their ICT needs.”

Colin Corbett of Bidvest Steiner reinforces the importance of the personal touch.

He appreciates the attention to detail, the personal touch, and proactive approach of their boutique service provider, Saicom.

“No customer is too big or too small for Saicom. With Saicom we know if we run into any issues, we message them and get an immediate response,” he says, emphasising their commitment to delivering a quality experience.

Corbett notes how seamlessly Bidvest Steiner integrated with Saicom, stating, “It is why we continue to look at different ways to grow our relationship with Saicom.”

Adrian Kemp from Perspex shares their journey with their boutique ISP, Turrito Networks.

They chose Turrito Networks for the very same reasons – a more personalised service and a more responsive approach.

“We decided on a boutique service provider because we got the best personal feedback and response from them,” Kemp shares.

Perspex’s lack of internal IT expertise made it necessary to partner with a provider that could instil confidence. Turrito Networks, with its direct and relatable approach, was a perfect fit.

“They brought with them a sense of partnership – they are here to walk the road with us,” Kemp further explains. With Turrito, they never felt lost among other clients.

The boutique service provider suggested an SD-WAN solution to meet the company’s specific needs, displaying a deep understanding of its business while providing the necessary support and expertise.

“We have a very strong relationship with our boutique service provider, and they are there to support us with whatever we need. They are always available and have the expertise to guide us wherever needed around IT and ISP services.”

Integration above all

“We are about delivering tailored services, prioritising client satisfaction and seamless integration over simply adding another account to our portfolio,” adds de Chasteauneuf, from Saicom.

The service provider landscape is indeed changing. The growing appeal of boutique providers signifies a broader trend towards personalisation, agility, and customer focus.

Their rise is not accidental, but the result of a concerted effort to understand their clients’ needs, offer innovative solutions, and build lasting relationships.

These boutique service providers serve as an extension of their clients’ businesses, seamlessly integrating to drive growth and success.

They provide businesses with the flexibility to choose solutions that best fit their unique needs and challenges, a freedom previously unheard of in the landscape dominated by large service providers.

It is clear that these boutique service providers are not merely riding a trend; they are shaping the future of business connectivity and technology solutions.

Their growing popularity among corporations and enterprises is a testament to the fact that they are meeting an unmet need in the market.

As more businesses seek out tailored, agile solutions, the choice between a boutique service provider and a large, corporate provider is becoming increasingly straightforward.

Intellicom’s Stewart admits that many customers are afraid of change especially when it comes to future technology.

However, he says that being at the forefront of technology enables boutique service providers to identify the solutions that best meet their customers’ needs.

“We work with our customers and walk with them on the journey to change, hold their hand, and assist them wherever needed to make the transition.”

“Boutique providers are well-positioned to sit with customers and help them understand how best to manage any technology changes necessary to make the transition to a more robust environment that reflects what the current market demands are.”

As Field of Fedgroup succinctly puts it, “If you are looking to move beyond simply playing it safe, to be passionate about the business and the technology, then a boutique service provider is for you.”

This sentiment is something that Bidvest Steiner’s Corbett reinforces, given their strong relationship with Saicom.

“Coming from a service industry, we understand that service is king. If you just chase price, you need to closely examine quality versus quantity and value for money,” said Corbett.

“Saicom is a good, high-quality business that focuses on the personal touch and is agile enough to be at the forefront of technology innovation.”

Click here to learn more about Saicom.