Public Service

The Importance of Personalized Service: Not Just Being Another Number

This company was unhappy with their IT managed services provider, a vendor they had worked with for years. As the vendor grew, some long-time clients no longer got the attention they needed—a fact that came into sharp focus after 9/11. They decided to look for another partner who understood their operations and the risks that would accompany a migration to a new provider.


For the past 45 years, this leading financial services company has achieved an outstanding record of consistently providing insurance products and services that meet the needs of its customers. The company’s competitive advantage was its long-term strategy of decentralized operations, which allowed for a quick and effective response to changing market conditions and local customer needs. When the company made the decision to move from a decentralized IT model to a centralized IT model, it became critical to have a service provider that would be there every step of the way.

“For years we had worked with another service provider but as they grew bigger, they began to make us feel as if they didn’t need our business anymore because we weren’t their biggest customer,” said the Vice President of IT, a 30-year veteran at this prestigious company. “After 9/11, they had a lot of demand, and we didn’t feel like we were being treated very well. We became just another customer to them.”

With a major project underway, it was clear to this Vice President of IT that it was time to find a new service provider that not only understood the unique operations and risks behind this significant transition, but would also be a trusted and valued partner. This financial services company turned to Blue Hill Data Services/CAPS for the level of respect and personalized service that they knew they deserved.

“I didn’t want to be nickel-and-dimed, and I didn’t want to be taken advantage of,” said the Vice President of IT. “We decided to find a new provider that valued our business and was flexible. We were able to work with Blue Hill/CAPS to customize exactly what we needed.”

“Our mission is to provide personalized service, giving 100% of our attention to each of our customers, no matter their size. This includes providing the flexibility to address each customer’s needs on a day-to-day basis, while maintaining the precise understanding of each customer’s unique operational requirements,” said Robert Ferguson, Director of Operations. “Our approach is very simple. In order to foster a strong relationship, we treat each customer the way we would like to be treated – with total respect.”

“The team at Blue Hill/CAPS is flexible and responsive,” the Vice President of IT added. “We have a very good relationship.”