WEBVTT 1 00:00:01.940 --> 00:00:05.780 Welcome to Real Customer Outcomes, brought to you by CDW, 2 00:00:05.810 --> 00:00:10.430 where our host, Tom Decoster, Vice President of CDW Managed Services, 3 00:00:10.460 --> 00:00:14.990 talks to leading sales representatives and specialists about how we're integrating and 4 00:00:14.990 --> 00:00:18.650 managing technologies to enable innovation, cost management, 5 00:00:18.650 --> 00:00:23.420 agility, risk mitigation and an exceptional experience for our customers. 6 00:00:23.450 --> 00:00:25.490 Let's get started with today's topic. 7 00:00:28.730 --> 00:00:31.280 Welcome to Real Customer Outcomes from CDW. 8 00:00:31.280 --> 00:00:34.730 In this podcast series, you will hear how leading CDW sellers and 9 00:00:34.730 --> 00:00:37.400 specialists helped enable ICARE outcomes. 10 00:00:37.400 --> 00:00:42.230 That is innovation, cost, agility, risk, experience for their 11 00:00:42.230 --> 00:00:46.670 customers. I'm Tom Decoster and I recently caught up with one of our top sellers, 12 00:00:46.670 --> 00:00:52.610 Chuck, about how he and the Solutions and Services team enabled outcomes for a customer 13 00:00:52.610 --> 00:00:58.010 in the manufacturing industry through a managed services security incident response 14 00:00:58.010 --> 00:01:02.400 solution. All right, let's do this. 15 00:01:02.430 --> 00:01:05.190 Chuck, thank you so much for being here. 16 00:01:05.190 --> 00:01:06.540 We really appreciate it. 17 00:01:06.540 --> 00:01:09.840 I know that everyone is really looking forward to hearing your story, 18 00:01:09.930 --> 00:01:13.890 so maybe you could just start out by just giving us a little background on your 19 00:01:13.890 --> 00:01:16.860 customer, so all of us have the right context? 20 00:01:17.070 --> 00:01:24.180 Sure. Thanks, Tom. My customer is a chemicals manufacturer based out of Kentucky founded in 21 00:01:24.180 --> 00:01:31.440 1950. They employ approximately 1000 people throughout their three locations in the US. 22 00:01:31.440 --> 00:01:36.870 And like many of our customers it stretched a little bit thin. 23 00:01:37.650 --> 00:01:40.320 Sure. All right, Chuck, that's that's helpful. 24 00:01:40.320 --> 00:01:46.440 And so how long has this customer partnered with CDW? 25 00:01:46.440 --> 00:01:51.000 And also what kinds of technology solutions have we delivered to them in the past? 26 00:01:51.240 --> 00:01:57.180 Sure. So we've we've partnered with this customer for the past ten years and delivered 27 00:01:57.180 --> 00:01:58.920 a broad range of solutions to them. 28 00:01:58.920 --> 00:02:03.350 So we've assisted with managing their software contracts, 29 00:02:03.740 --> 00:02:09.110 some data center modernization projects, wireless deployment and their plants. 30 00:02:09.440 --> 00:02:14.810 And we've also rolled out their client devices through our configuration center. 31 00:02:14.810 --> 00:02:18.770 So a nice balance of strategic initiatives. 32 00:02:18.830 --> 00:02:23.750 Nice. Sounds like you've accomplished a lot in a in a relatively short period of time 33 00:02:23.750 --> 00:02:25.970 with all this with all the customer activity. 34 00:02:26.000 --> 00:02:32.720 So let's focus specifically on the most recent solution that we provided with to the 35 00:02:32.750 --> 00:02:35.570 to the customer. Talk to us a little bit about, 36 00:02:35.600 --> 00:02:40.160 you know, the problem that that that we were trying to solve on behalf of the customer. 37 00:02:40.460 --> 00:02:43.100 And then ultimately, why did the customer, you know, 38 00:02:43.130 --> 00:02:44.720 ultimately choose CDW? 39 00:02:45.230 --> 00:02:52.640 Yep. So they had a cybersecurity incident which resulted in production downtime, 40 00:02:52.670 --> 00:02:56.660 lost revenues and losing a little bit of face with some of their customers. 41 00:02:58.460 --> 00:03:04.800 It leadership knew they weren't able to monitor their various point solutions 24 by 42 00:03:04.830 --> 00:03:09.150 seven, both from a manpower and a knowledge standpoint. 43 00:03:09.180 --> 00:03:15.390 So we proposed a managed SIM solution, which would perform incident triage, 44 00:03:15.420 --> 00:03:21.150 root cause analysis, and we'd work with the customer's IT team to perform real time 45 00:03:21.180 --> 00:03:28.650 tuning. This solution cut through the the false positives and only sent high fidelity 46 00:03:28.650 --> 00:03:31.410 alerts with recommendations. 47 00:03:31.410 --> 00:03:36.900 So the customer is not spending hours trying to figure out how to handle all these alerts. 48 00:03:37.950 --> 00:03:42.090 Ultimately, they they chose CDW for a few reasons. 49 00:03:42.390 --> 00:03:47.640 One, they partnered with us in the past on successful solution deployments. 50 00:03:47.670 --> 00:03:50.160 So we're starting from a place of trust. 51 00:03:51.030 --> 00:03:56.250 The solution enabled them to fully recognize the value of the various point solutions 52 00:03:56.250 --> 00:03:58.680 they'd invested in over the last few years. 53 00:03:59.800 --> 00:04:05.200 And thirdly, the the annual cost of the solution was in line with what it would take 54 00:04:05.200 --> 00:04:09.430 to beef up their cybersecurity team by hiring, 55 00:04:09.460 --> 00:04:12.250 you know, a couple of professionals themselves. 56 00:04:12.250 --> 00:04:17.080 So, you know, those combinations were the the main reasons they they ended up going with 57 00:04:17.080 --> 00:04:17.680 us. 58 00:04:17.710 --> 00:04:20.380 Thanks, Chuck. That's that's really compelling. 59 00:04:20.380 --> 00:04:27.550 And I know that these cybersecurity events for customers can be truly paralyzing. 60 00:04:27.550 --> 00:04:31.390 So maybe you can kind of kind of break it down for me, 61 00:04:31.420 --> 00:04:34.420 you know, for this, for this particular solution. 62 00:04:35.320 --> 00:04:40.900 How did the collective team approach this solution for your for your customer? 63 00:04:41.020 --> 00:04:47.410 Yep. So our team which for the sake of this call is going to we'll just say it's my 64 00:04:47.410 --> 00:04:52.930 managed infrastructure and security specialist and my service security services 65 00:04:52.930 --> 00:04:56.620 account executive. We had a discovery call with the customer to understand their 66 00:04:56.620 --> 00:04:59.790 immediate and their long term goals for the project. 67 00:05:00.450 --> 00:05:03.690 After a few meetings, it became clear there would be an opportunity 68 00:05:03.720 --> 00:05:06.420 for us to address both their immediate goals. 69 00:05:06.420 --> 00:05:12.390 So monitoring their point solutions and cutting through the the signal noise as well 70 00:05:12.420 --> 00:05:13.920 as their long term goals. 71 00:05:13.920 --> 00:05:16.050 So having a fully managed environment. 72 00:05:16.530 --> 00:05:20.310 An incident response plan predictive threat hunting. 73 00:05:20.610 --> 00:05:25.530 So we'd be able to marry those two through a tailored managed services contract. 74 00:05:27.090 --> 00:05:30.090 Okay, that that sounds like a great approach. 75 00:05:30.090 --> 00:05:33.300 I'm sure the customer was was very appreciative of that. 76 00:05:33.450 --> 00:05:37.800 Now, obviously we're here to talk about I care outcomes. 77 00:05:37.800 --> 00:05:42.330 I can probably guess some of the answer that you're going to that you're going to provide. 78 00:05:42.330 --> 00:05:46.260 But just talk a little bit about the outcomes that that we've enabled, 79 00:05:46.290 --> 00:05:48.540 you know, for the for this customer. 80 00:05:48.870 --> 00:05:55.350 Yeah. So you know, in the customer's eyes and as you're alerting to this project is all 81 00:05:55.350 --> 00:05:56.820 about mitigating risk. 82 00:05:57.780 --> 00:06:01.570 The customer experienced some recent pain with this incident. 83 00:06:02.740 --> 00:06:07.660 Additionally finding, hiring and retaining high quality 84 00:06:07.690 --> 00:06:09.550 cybersecurity professionals. 85 00:06:09.760 --> 00:06:14.470 It's exceptionally difficult for a company of this size in their location. 86 00:06:15.340 --> 00:06:21.730 So this solution provided or that we provided mitigated risk in a couple of different ways. 87 00:06:21.730 --> 00:06:26.770 So one. Proactive monitoring of their security tools and filtering through the 88 00:06:26.770 --> 00:06:31.300 alert noise reduces the likelihood of an incident going unnoticed. 89 00:06:31.990 --> 00:06:33.730 Any potential incidents? 90 00:06:33.910 --> 00:06:36.460 They're now going to be on the customer's radar sooner, 91 00:06:36.460 --> 00:06:38.920 allowing them to minimize disruption. 92 00:06:39.430 --> 00:06:43.540 Additionally, this solution provided a well-defined incident response plan. 93 00:06:43.540 --> 00:06:45.430 Should there be another incident? 94 00:06:46.480 --> 00:06:47.890 As part of the service? 95 00:06:48.220 --> 00:06:51.130 We're providing eight hours of monthly proactive, 96 00:06:51.130 --> 00:06:55.450 advanced threat hunting from a corporate perspective. 97 00:06:55.660 --> 00:06:59.600 If the customer was to lose their their cyber security engineers. 98 00:07:00.410 --> 00:07:03.620 All that tribal knowledge doesn't just walk out the door. 99 00:07:03.980 --> 00:07:09.560 And lastly, this solution helps the customer secure a much more favorable cyber insurance 100 00:07:09.560 --> 00:07:17.270 policy. So quite a bit of, you know, risk reduction as well as some some 101 00:07:17.270 --> 00:07:19.160 immediate return on their investment. 102 00:07:19.730 --> 00:07:22.190 That's that's great insight, Chuck. 103 00:07:22.190 --> 00:07:27.020 And so no doubt, you know, we have customers who are listening to this 104 00:07:27.020 --> 00:07:31.580 podcast right now that are that are from the manufacturing industry. 105 00:07:31.580 --> 00:07:35.090 Just given your experience with this customer and others, 106 00:07:35.300 --> 00:07:40.880 you know, what advice would you have for for customers out there in the manufacturing 107 00:07:40.880 --> 00:07:41.630 industry? 108 00:07:41.660 --> 00:07:46.520 Yeah, yeah. So, you know, in this space, very few customers have enough 109 00:07:46.550 --> 00:07:53.030 on staff expertise to provide a comprehensive monitoring and remediation service to their 110 00:07:53.030 --> 00:07:57.490 business. So a solution like the one we've been we've been discussing can really 111 00:07:57.490 --> 00:08:01.930 strengthen their defense posture while reducing their risk profile. 112 00:08:01.930 --> 00:08:07.780 So this solution cost my customer roughly the salary of two new staff members. 113 00:08:07.780 --> 00:08:13.150 But it also freed up their existing staff to focus on other strategic company initiatives, 114 00:08:13.510 --> 00:08:17.590 allowing it to drive further value back to the business. 115 00:08:17.590 --> 00:08:24.700 So all in all, the customer is able to solve their problem, 116 00:08:24.700 --> 00:08:29.470 mitigate their risk and continue to drive value back to the business. 117 00:08:30.340 --> 00:08:33.040 Well, Chuck, this is a great success story. 118 00:08:33.070 --> 00:08:35.980 Thanks again for your time and sharing this. 119 00:08:35.980 --> 00:08:40.300 And congratulations on the outstanding customer win and more important, 120 00:08:40.330 --> 00:08:43.690 on enabling your customer to achieve real outcomes. 121 00:08:44.680 --> 00:08:47.500 Thank you again for tuning in to real customer Outcomes. 122 00:08:47.500 --> 00:08:49.090 Brought to you by CDW. 123 00:08:49.120 --> 00:08:53.950 We'll see you next time where we'll expand your knowledge of the IT industry and how CDW 124 00:08:53.950 --> 00:08:57.700 (Transcribed by Sonix.ai - Remove this message by upgrading your Sonix account) is leading the charge with transformative solutions and services.