The need for digital workplace transformation is widely accepted. Trends driven by the cloud, social communities and increasing mobility are resulting in dramatic changes in how people work, and will only intensify as millennials rise to the top of corporate workplaces.
With digital communications technologies, businesses of any size are better positioned to share ideas, interact with customers and unleash the full potential of their people through more efficient and effective collaboration.
Digital has always been high on the agenda at Arkadin, but it’s taking on even greater importance as the driving force behind the company’s growth strategy. An NTT Communications company, Arkadin is one of the largest and fastest growing Unified Communications and Collaboration (UC&C) service providers in the world. It has operations in 33 countries with 56 offices spread throughout the Americas, EMEA & CEMEA, Asia Pacific and China, serving over 50,000 customers that span the largest global enterprises to standalone businesses.
“Global yet Local Service Strategy”
Arkadin’s approach to client relations is based on ensuring its clients succeed with positive collaboration experiences that deliver high ROI. Service is in Arkadin’s DNA and everything they do starts with the charter of delivering outstanding customer care.
Arkadin’s global yet local service strategy sets them apart in the industry, providing the best of both worlds: unmatched global coverage delivered by local teams who speak their language and understand their culture. Regional sales and support employees take time to understand customers’ unique needs and challenges – whether they are a large global conglomerate or an SMB – so that they can together implement the right communications tools for each individual situation.
Arkadin’s service strategy is truly end-to-end and multi-layered, encompassing live assistance 24/7 in 19 languages, plus on-site and virtual user-training programs. Arkadin offers sophisticated reporting tools and professional services complete with project managers, technical pre-sales and service relationship managers for more complex collaboration and UC deployments.
Didier Jaubert, Champion of Digital Workplace Transformation
Arkadin CEO Didier Jaubert is championing a bold long-term strategy for becoming a digital workplace leader. Capturing a sizable share of the global UC market is integral to that plan. Since joining Arkadin in 2013 as Chief Partnership Officer responsible for the company’s extensive worldwide ecosystem, Mr. Jaubert has been instrumental in driving innovative go-to-market programs that have enabled sustained, profitable growth. Over the past five years, Arkadin has achieved a healthy 21% compound annual growth rate, making it the fastest growing Cloud collaboration provider in the industry.
Earlier this year, Mr. Jaubert was promoted to Chief Executive Officer, with full operational management responsibility for Arkadin, the business entity that controls Arkadin’s worldwide subsidiaries.
Mr. Jaubert brought 30 years of commercial and general management experience with IT and Telco multinationals to Arkadin, including roles at Orange Business Services, where he was recognised for expertise in outsourcing and system integration, and at IBM where he held various management positions in Sales and Global Services in France and the U.S. He has an engineering degree from the École Centrale Paris and an Economics degree from Paris University.
“Successful Collaboration Experiences to Energize Teamwork”
Arkadin’s collection of market-leading digital meeting space and Unified Communications solutions enables enjoyable collaboration experiences that are essential to success in a digitally connected global workplace. These services are delivered in the Cloud and backed by a cutting-edge infrastructure for premium service quality.
Arkadin’s suite of UC solutions is from Microsoft Skype for Business and Cisco Jabber combined with WebEx. Delivered in the Cloud for fast international deployment with a high ROI, the services are integrated with Arkadin’s stable, crystal clear audio conferencing combined with a comprehensive suite of wraparound services (live assistance, training, reporting, etc.).
The center of their UC strategy is Arkadin Total Connect, a Microsoft Skype for Business hosted service. Integrated into Arkadin ‘as a Service’, Arkadin Total Connect offers voice, contact center and conferencing to Office 365, all under a ‘single pane of glass,’ which frees up IT teams to focus on other strategic projects. The voice-enabled Office 365 deployments seamlessly integrate with Exchange Online (within Office 365) for unified messaging that drives efficiencies whilst reducing costs associated with traditional PBX and 3rd party conferencing services.
Businesses benefit from the convenience of a single all-in-one solution, which offers substantial cost savings from on-premise UC deployments, coupled with Arkadin’s premium quality integrations, networking expertise and customer support.
Didier Jaubert explains: “We are one of only a few service providers operating on a global scale capable of completing Microsoft’s offer as a fully integrated platform for meetings and voice. It’s a winning ‘best of both worlds’ strategy that puts us in complete alignment with Microsoft from a feature, server and geographic perspective.”
“Last Autumn Arkadin was recognized with NTT Communications in Gartner’s Magic Quadrant for Unified Communications as a Service, worldwide. We feel this recognition is a testament to the strength of our combined global UCaaS offering,” added Mr. Jaubert.
‘Three Strategic Pillars’ for Growth Strategy
Arkadin has an ambitious growth agenda based on capturing a sizable share of the fast growing UC&C market. The strategy is centered on three strategic pillars: Best UC&C Solutions in the Cloud, Expansion and Profitable Long-term Growth and Premium Customer Experience.
According to Mr. Jaubert, Arkadin will maintain the two-pronged product strategy that has fueled its strong growth: “There is no future without great products. We will enhance our own branded ArkadinAnytime audio conferencing and ArkadinAnywhere web conferencing. All solutions will be supported with the most digitally advanced cloud collaboration platform. We will also continue our partnerships with leading technology companies, including MICROSOFT, ON24, ADOBE, VIDYO, CISCO, BLUE JEANS NETWORK and IBM for best-in-class Cloud solutions that are feature rich, intuitive and integrated with our premium audio conferencing for an exceptional user experience. Each of our partners has a different set of capabilities which enables us to be a true one-stop shop for UC&C services.
In addition to the best technology partners, Arkadin will align with the most strategic organisations and services for developing high growth go-to-market strategies. At the top of the list are NTT Communications and fellow NTT Group subsidiary Dimension Data, as well as strategic telecoms, agents, resellers and system integrators, all combining to create a powerful go-to-market ecosystem.
Mr. Jaubert adds, “We’ll also pursue acquisitions of organisations with stellar track records, advanced technologies and trusted reputations for expanding our global footprint and market share. Last year we expanded into Colombia with the market leader in the region through our purchase of T-Uno. We also acquired AT Conference to strengthen our collaboration product portfolio in North America. Our 2014 acquisition of implement.com, a key Microsoft partner with a stellar track record in enabling service providers to leverage hosted voice and Microsoft technologies, has allowed us to extend our UC-as-a-Service offerings so that businesses can harness the full power of UC for greater workplace productivity.”
The most important pillar and the real driver behind Arkadin’s growth strategy, according to Mr. Jaubert, is being able to offer customers easy to use and intuitive services coupled with unparalleled customer care. Mr. Jaubert explains that this is being achieved through a strong values-based culture within Arkadin: “Our cultural and business values are inextricably linked and applied across all aspects of our business. To ensure premium client experiences, we have customer success teams in all global regions. A newly created Customer Lifecycle Program has enabled us to harness the latest digital technologies to dramatically increasing new-user adoption levels. It’s all about delivering a complete 365 degree experience in order to build a true partnership and long-term loyalty”
Eyes Towards The Future…
While talking about future prospects, Mr. Jaubert says Arkadin’s opportunities for greater growth and leadership in UC are unlimited and just beginning to be realised: “We are in a high growth market with the right mix of market leading UC&C technologies, the right channels to expand our global footprint, at the right time. Together with NTT Communications, we offer our clients the most sophisticated infrastructure, networking and telecommunications capabilities so essential for succeeding in today’s digitally transformed landscape. Finally, we have a first rate executive team supported by a globally dispersed employee base that is highly entrepreneurial and passionate about Arkadin’s success. It’s a winning formula!”