“Delivering Customer Success: The Power of a “Consider IT Done” Approach”

Zones, a Global Solutions Provider of end-to-end IT solutions, has forged an esteemed reputation with a simple mantra: "Consider IT Done." This dedication to delivering seamless IT solutions has propelled Zones to the pinnacle of reliability and customer satisfaction. From cloud and data center architecture to digital workplace solutions, Zones' proactive partnership, high-quality service, and focus on results have become deeply ingrained in their company culture, enabling them to deliver custom solutions that meet each customer's unique needs.

With a workforce of over 2,000 talented professionals and a global presence spanning more than 100 countries, Zones has spearheaded the charge of providing comprehensive IT services and solutions to businesses worldwide. As a certified MBE (Minority Business Enterprise) and Corporate PLUS^® member, accredited by the prestigious NMSDC (National Minority Supplier Diversity Council), Zones has cemented its position as a true industry leader. Leveraging their unparalleled supply chain and extensive expertise in conquering IT challenges, Zones can support customers at every stage of their technological journey.

To gain further insights into the revolutionary "Consider IT Done" approach and discover what sets them apart, we had the privilege of speaking with Firoz Lalji, Chairman and CEO of Zones. Here's what he had to share about the transformative impact of their approach and the reasons behind their remarkable success.

Interview Highlights

Q. As a global end-to-end IT solutions provider, what are Zones' key focus areas?

When it comes to finding a global end-to-end IT solutions provider that can handle even the most complex technological challenges, Zones stands out from the crowd. With our exceptional proficiency in networking, cloud and data center, digital workplace, and security solutions, we go beyond the ordinary to ensure our clients get what they need. We are technology connoisseurs who prioritize understanding your unique requirements before formulating a comprehensive plan. At Zones, we believe that personalized attention and expertise are the key ingredients to delivering unmatched IT solutions that drive your business forward.

Our Solutions Architects fearlessly tackle any obstacle that comes their way, designing creative solutions to streamline data delivery and enhance connectivity. We make it our mission to simplify the most complex aspects, guiding you through the process of storing, scaling, and safeguarding your valuable data. We offer a range of solutions, including on-premises, hybrid, public, and multi-cloud options, ensuring that we fit your needs perfectly.

In today's era of hybrid work, we know just how important it is to have a digital workplace that's flexible, agile, and adaptable. That's why our Digital Workplace Solutions eliminate challenges such as overburdened IT help desks, disengaged remote workers, and non-compliance with digital policies. And when it comes to your IT infrastructure, Zones takes no chances. We deploy our best-in-class strategists to assess and reinforce every inch of your infrastructure, leveraging cutting-edge technologies that protect your data and your people.

Q. Can you provide us with one or two success stories describing the challenges your clients faced and how Zones, helped them overcome those challenges?

At Zones, we're not just in the business of providing solutions; we're in the business of creating transformational outcomes that enable our clients to focus on what they do best - running their business.

One of our clients, a major healthcare provider, faced the daunting task of migrating their EHR (Electronic Health Record) system, managing projects, and acquiring smaller hospitals. Zones stepped in with a comprehensive solution that included procurement, inventory management, image management, and onsite support. Our solution was so successful that the hospital extended our services multiple times, expanding the scope of our work. We even helped them open a new pediatric hospitalwhich was seven months behind schedule. Thanks to our expertise, the project was completed one week ahead of schedule, and we're still providing onsite support services through next year.

Continuing with our "Consider IT Done" approach to solving client challenges, we encountered an extraordinary opportunity to assist a multinational investment bank that was grappling with a technical dilemma. With a staggering 250,000 employees scattered across 110 countries, the bank urgently required a game-changing support solution. They were overwhelmed by an avalanche of help desk tickets pouring in from remote locations, threatening to disrupt their operations. This is where Zones stepped in, ready to do what we do best.

We devised a tailor-made Service Desk solution that provided round-the-clock support for the bank's employees, no matter their location. We crafted a comprehensive support system specifically designed for their applications and even extended our assistance to cover their employees' personal devices, spanning various operating systems.

Our lightning-fast onboarding not only surpassed our client's expectations but also won us their unwavering trust. Impressed by our exceptional performance, they promptly expanded our partnership to include a myriad of other solutions. From supporting short-term IT surges to orchestrating seamless rollouts of new applications, we became their go-to ally for all their technological aspirations. The success story of our partnership with this multinational investment bank exemplifies the transformative power of Zones' ingenuity and dedication to delivering unparalleled IT solutions.

At Zones, we're not just about solving problems; we're about creating value for our clients. Our success stories are a testament to our commitment to excellence, expertise, and exceptional service.

Q. What continuing learning opportunities do you have for your employees?

Our service delivery team is constantly engaged in a cycle of learning that includes advanced industry certifications and the latest best practices in their respective fields. But that's not all. We've also established an internal Zones Learning Center (ZLC) that offers diverse training and development programs. From technical training, business skills, leadership development, and mentorship opportunities, our ZLC provides a wealth of resources to our team members. Our experienced curriculum developers customize training programs to ensure our teams have the skills and knowledge they need to provide exceptional service to our clients.

Q. Is there anything you would like to add before we wrap up?

Zones' commitment to exceeding customer expectations is the way we do business. We believe that our success is directly tied to our ability to deliver innovative solutions that solve our clients' most complex challenges. That's why we're constantly investing in new tools and resources to help our customers stay ahead of the curve.

In 2023, we launched the Zones Innovation Center, a digital environment that brings together our customers, partners, and Solutions Architects in a virtual sandbox environment where they can test IT solutions in real-time. This revolutionary concept allows our customers to see solutions to their actual IT issues instantly, providing them with a level of speed and agility previously unheard of.

By investing in the Zones Innovation Center, we're giving our clients yet another tool to help them solve their challenges quickly and efficiently. We're proud to be at the forefront of this innovation and remain committed to delivering exceptional service and driving innovation for our clients. Find out more about the Zones Innovation Center at https://innovationcenter.zones.com/

No matter the challenge, with Zones, our customers can "Consider IT Done"!

Firoz Lalji | Chairman and CEO

Firoz Lalji's story is one of resilience and success. His family was forced to flee their home in Uganda in 1972, leaving behind their successful businesses. Lalji, however, was determined to make a new start and embarked on a journey that would eventually lead to the founding of Zones in 1986. Under Lalji's visionary leadership, Zones has grown from a direct response catalog company to a global provider of IT solutions with operations in 100+ countries and 2,000+ employees.

In addition to his professional success, Lalji is also committed to philanthropy and community service. He has established the Lalji Family Foundation, which supports a variety of causes, including the Program for African Leadership at the London School of Economics. He has also endowed the Firoz Lalji Institute for Africa at LSE, which hosts the PfAL, Africa Forum, and Africa Summit for Entrepreneurial Enablement, among other activities.

Through his leadership, vision, and commitment to making a difference in the world, Firoz Lalji has exceeded expectations in both business and philanthropy.