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Q9 Managed Server Solution Helps InsightU Deliver Online Training Programs 7 x 24
Retail industry customers of online training program provider, InsightU, rely on timely instruction to ensure that sales associates stay abreast of new product information, sales techniques, customer research, safety procedures and more. A managed server solution from Q9 Networks, featuring 100% uptime, ensures that InsightU can deliver always-available Web-based employee training programs.
InsightU, located in Newmarket, Ontario, was founded in 1998 with a vision to develop training and knowledge solutions for companies in an engaging and cost-effective way.
Focusing primarily on the retail industry, InsightU's team of trainers, writers, designers and developers uses a powerful Learning Management System (LMS) that combines targeted, tailored content with leading Web technologies to deliver customized staff training programs to customers over the Internet - anywhere at anytime.
By delivering programs that reduce expenses, accelerate knowledge transfer, improve retention and boost productivity, InsightU has become the favored e-learning partner for a growing list of industry retail leaders such as The Brick, Staples Business Depot, Sears, Golf Town, Mega Group, and a growing list of vendors to those retailers.
For InsightU's customers, training is mission-critical. It's vital that their staff get the product and sales training they need, when they need it. This is particularly true in the high-tech industry, where new product launches and sales promotions are frequent.
To meet the aggressive training requirements of its customers, InsightU must ensure its Web-based training applications are available on a 7 x 24 basis.
"We were concerned about the quality of service we received from our previous Web hosting provider, so we decided to look at other suppliers who could ensure our customers' training programs would be available when they needed them," says Kevin Dixon, Partner & VP, Business Development at InsightU.
In response to a growing number of questions expressed by customers, security had also become a critical concern for InsightU as its business grew.
After meeting with several prospective service providers, InsightU chose a fully managed secure server solution from Toronto and Calgary-based Q9 Networks. Called the Q9express Security Bundle, it includes high-availability dedicated servers, centralized tape backup, bandwidth, a highly secure, dedicated firewall appliance, automated monitoring and 7 x 24 support. All backed by a 100 per cent uptime guarantee.
"We chose to work with Q9 because of their reputation, their guaranteed uptime SLAs and the value we would be getting for the cost," says Ron Easby, Partner & IT Director at InsightU. "Because we expect to double in size every year, it was also important for us to know that Q9's service would expand along with our needs."
InsightU's business-critical Web-based training programs are now hosted at an affordable price in one of Q9's state-of-the-art, high-security data centres. With features like a hardened perimeter, 7 x 24 onsite security officers, biometric access controls and fully-redundant computer-grade power, these data centres are designed to provide InsightU with flawless operation in the face of any eventuality.
It took just 48 hours for Q9 to provision the dedicated hardware, operating system, security and monitoring systems, switch InsightU's applications over from the previous service provider, and get them tested and running in full production mode, ready to deliver training programs over the Internet.
"Because we had never done anything like this before, we were grateful for the guidance and willing assistance that Q9 provided at every step," says Easby. "But we didn't really appreciate the full value of a service like Q9's until the big blackout hit Ontario in the summer of 2003."
With 15,000 to 16,000 learners logging in at any time from across the country, it was a great boost to InsightU's reputation and credibility that Q9's backup systems kept their training applications up and running, enabling them to provide seamless service for anyone outside the areas affected by the blackout.
This was especially important for one of InsightU's longest-standing customers, Staples Business Depot, that has more than 220 stores across Canada, only 75 of which are in Ontario. During the blackout, Staples employees had continuous access to InsightU's training service with no problems.
Although associates at some stores complete training on their own time from home via the Internet, many stores generally schedule training during business hours and pay the associates to come in during that time. A disruption in service would have a direct financial impact on the company, in addition to throwing off training schedules.
"Customers expect our associates to be knowledgeable. Access to product knowledge training is key to being able to provide the level of service and knowledge expected from our customers," says Joanne Taylor, Director of Corporate HR & Organizational Development at Staples Business Depot.
Staples sees its learning initiative as a key contribution to its overall competitive edge and a major factor in winning The Innovative Retailer of the Year award in 2002 from the Retail Council of Canada. The award is given for demonstrating outstanding market leadership and innovative approaches to customer and employee relations.
"Now that we have reliable infrastructure, and the responsive technical support we've come to rely on from Q9, we're able to ensure that our customers' learning applications stay up and running smoothly," says InsightU's Dixon. "Choosing Q9 was absolutely the right decision. They're helping us grow our business in a way that we couldn't have done on our own or with anyone else for that matter."
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