Best Global Sase Platform, Our platform is built for seamless scalability, ensuring that as businesses grow, their ability to maintain exceptional customer satisfaction remains uninterrupted: Jason R. Ness of CommandLink

“CommandLink’s approach to security and reliability in its SD-WAN and communication infrastructure hinges on a robust proprietary system that elevates network performance by virtualizing WAN edges and incorporating superior security measures into a proprietary ITSM platform.”

CommandLink is a single source platform to design, deploy, and manage internet access, SD-WAN, SASE, security, cloud phone systems, and collaboration services in one unified ITSM SaaS platform. The entire technology platform is fully integrated with CommandLink’s unique support model, consisting of a dedicated 24/7 tier-3 engineering POD.

CommandLink was founded in 2012 and is headquartered in Bothell, WA.

The Silicon Review reached out to Jason R. Ness, CEO of CommandLink, and here’s what he had to say.

Interview Highlights

Q. What was the motivation behind starting CommandLink?

The motivation behind starting CommandLink stems from a recognition of the challenges businesses face with their IT infrastructure, particularly the issues caused by vendor sprawl. CommandLink was founded on the belief that the complexity and inefficiency in managing multiple vendors for network, communication, and security needs are major sources of IT headaches and disruptions for businesses. CommandLink aims to solve these technology problems not by merely aligning the right vendors, but by consolidating core infrastructure needs into a single vendor solution. This approach is enhanced by offering proprietary “single-pane-of-glass” software, which simplifies and streamlines the way these technologies work together. The goal is to transform IT departments from being seen as cost centers to becoming pivotal profit centers for businesses, by recovering thousands of work hours and enabling a more efficient, unified technology strategy. This strategic shift is intended to allow businesses to leverage technology more effectively, enhancing their overall productivity and profitability.

Q. How does CommandLink ensure that its solutions align with the evolving technology landscape and meet the changing needs of businesses?

CommandLink stays aligned with the rapidly evolving technology landscape and the dynamic needs of businesses through a multifaceted strategy that emphasizes continuous innovation, active engagement with technology trends, and client-focused flexibility. By investing in research and development, CommandLink ensures its proprietary software and services incorporate the latest in network, communication, and security technologies. This approach also includes close collaboration with clients to understand and anticipate their evolving needs, enabling tailored solutions that not only address current challenges but are also scalable for future demands. This proactive and client-centric approach guarantees that CommandLink’s offerings remain at the forefront of technological advancements, ensuring businesses have access to cutting-edge solutions that drive efficiency and profitability.

Q. Could you discuss CommandLink’s approach to maintaining security and reliability within its software-defined network and communication infrastructure solutions?

CommandLink’s approach to security and reliability in its SD-WAN and communication infrastructure hinges on a robust proprietary system that elevates network performance by virtualizing WAN edges and incorporating superior security measures. This strategy is articulated through seamless integration of real-time management, ultra-redundant network architectures ensuring 100% uptime SLA, and a comprehensive security suite including next-gen firewalls and malware protection. The system’s design facilitates automatic issue resolution, leverages global tier-3 support, and offers customizable management options (managed, co-managed, or self-managed), ensuring adaptability to various business needs. By partnering with leading technology providers and deploying an agile, cloud-enabled network that offers unprecedented application performance and direct cloud access, CommandLink guarantees a secure, resilient, and highly efficient network environment tailored to modern operational demands.

Q. Could you provide some examples of how CommandLink’s solutions have helped businesses transform their core infrastructure into a profit center?

CommandLink was instrumental in enabling Taylor Farms to centralize and secure their nationwide network management through a single-source solution. The CommandLink platform enabled Taylor Farms to save $1 million in annual cost savings, achieve 100% uptime across all locations with an ultra-redundant network architecture, and streamlined technology management, significantly reducing manual IT support hours. This strategic overhaul not only optimized operational efficiency and scalability for Taylor Farms but also demonstrated the profound impact of CommandLink’s approach to leveraging technology as a pivotal profit center, rather than a cost burden.

Q. What sets CommandLink apart from other software developers and vendors in the industry, particularly in terms of customer service and support?

What sets CommandLink apart in the industry, especially regarding customer service and support, is its innovative Command|POD system which offers a personalized and highly efficient support experience. Unlike traditional customer support workflows that involve navigating complex phone trees and repeated information exchanges, CommandLink assigns each customer a dedicated Command|POD—a team of tier-3 engineers available 24/7. This team is intimately familiar with the customer’s business and technology environment, enabling them to provide rapid, informed support without the need for escalations. CommandLink’s support model promises a one-hour configuration change SLA and automatic support case creation, eliminating the frustration and inefficiency typically associated with telco and MSP support. Furthermore, CommandLink’s full-stack solution portfolio and proprietary AI for skill-based ticket routing ensure that every issue is addressed by the most qualified engineer, streamlining problem resolution and effectively eliminating vendor sprawl issues by serving as a single accountability point. This comprehensive, customer-centric approach to support, unified in CommandLink’s IT Service Management SaaS application, fundamentally changes the support experience, offering unparalleled uptime SLAs and a collaborative, fast resolution process.

Q. How does CommandLink incorporate feedback from clients into the development and enhancement of its software platform and solutions?

CommandLink prioritizes client feedback as a cornerstone of its development strategy, ensuring that its software platform and solutions continuously evolve to meet the changing needs of its clientele. This process of integration begins with the collection of feedback through various channels, including direct communication from dedicated support teams, client surveys, and interactions during service implementation and support. Leveraging its agile development methodology, CommandLink quickly translates this feedback into actionable insights, allowing for the rapid iteration and enhancement of its offerings. This approach not only facilitates the customization of solutions based on specific client needs but also fosters a dynamic environment of improvement, keeping CommandLink’s platform at the cutting edge of technology. The ongoing dialogue between CommandLink and its clients ensures that the platform remains relevant, user-friendly, and aligned with the latest industry trends and client expectations, demonstrating CommandLink’s commitment to delivering value-driven, client-centric solutions.

Q. Do you have any new services ready to be launched?

CommandLink is on the brink of revolutionizing IT management with the upcoming launch of CommandLink|Pro, a platform uniquely designed to simplify IT operations, enhance security, and streamline processes. This new innovative platform addresses the challenges of managing multiple IT vendors by offering a unified approach, transforming IT chaos into clarity and control. CommandLink|Pro distinguishes itself as the only platform built with the goal of solving, rather than adding to, IT headaches, presenting a comprehensive solution that integrates over 5,200 different ISPs, SD-WAN, SASE, Cloud Phone Systems, Managed Firewalls, Switches, and Access Points directly into its ITSM platform. This seamless integration is geared towards de-cluttering the IT stack, providing enterprises with a single, user-friendly interface for efficient management of IT services and assets, contract tracking, comprehensive IT tracking, document management, network oversight, and more. The platform also features advanced project management systems, customizable alert policies, and integrated IT service monitoring, all designed to enhance operational efficiency and enable a more strategic approach to IT management. CommandLink|Pro embodies CommandLink’s commitment to simplifying complex IT environments, providing a solution that not only meets the current needs of businesses worldwide but also sets a new standard for the future of IT service management.

Q. What does the future hold for your company and its customers? Are exciting things on the way?

The future for CommandLink and its customers is incredibly promising, marked by the introduction of new generative AI integration with customer support, which represents a significant leap in customer service capabilities for our clients. As the most advanced multichannel case management system globally, it is set to redefine the speed and quality of service, offering features such as automatic case routing, prioritization, and comprehensive automation workflows, all designed to ensure that customer interactions are handled efficiently and effectively. With the ability to create custom workflows, integrate complete email systems, and empower agents with tools for superior service delivery, CommandLink is more than software—it’s a comprehensive platform designed to elevate customer experiences across every touchpoint. This platform is built for seamless scalability, ensuring that as businesses grow, their ability to maintain exceptional customer satisfaction remains uninterrupted.

Jason R. Ness | CEO

Jason R. Ness is a highly accomplished Chief Executive Officer known for his visionary leadership and extensive expertise in the technology industry. With a strong financial background and a track record of driving growth, he is committed to delivering exceptional customer experiences.

Before assuming his role as CEO at CommandLink, Jason served as the Senior Vice President and Channel Chief at GTT Communications, Inc. GTT is recognized as one of the Top 5 Largest Global Tier 1 Carrier IP Networks. During his tenure, he spearheaded the development and execution of the company’s indirect partner sales and operations strategy, resulting in explosive revenue growth of nearly $200 million. His strategic leadership and ability to build strong partner relationships were instrumental in establishing GTT as a prominent player in the industry.

Prior to his time at GTT, Jason founded Telnes Broadband, where he served as CEO. Telnes quickly emerged as a leading telecom carrier and managed services provider, offering innovative solutions such as MPLS private networks, cloud communications, security, and network services. Under Jason’s guidance, Telnes introduced groundbreaking advancements to the U.S. market, including multi-path voice and data auto-failover with quality-of-service support, enabling high levels of redundancy. The company’s impressive growth and cutting-edge services ultimately led to its acquisition by GTT Communications, Inc.

Jason’s extensive experience also includes involvement in the private equity space, where he actively invests in and advises growth companies. Leveraging his deep knowledge of technology and business, he provides invaluable guidance and support to foster their success.

Jason R. Ness continues to make a significant impact in the technology industry through his strategic leadership, innovative thinking, and unwavering commitment to customer satisfaction. His visionary approach and extensive industry knowledge position him as a trusted leader in the field.

“CommandLink is on the brink of revolutionizing IT management with the upcoming launch of CommandLink|Pro, a platform uniquely designed to simplify IT operations, enhance security, and streamline processes.”