Headquartered in Denver, ViaWest is the largest, privately-held colocation managed service company in the nation. ViaWest maintains 16 enterprise-class data center facilities in Colorado, Texas, Oregon, Utah and Nevada, and offers colocation, managed hosting solutions and comprehensive services to mid-sized and enterprise level businesses.

Over the last four years ViaWest experienced significant growth, going from $20 million in revenue to over $100 million. As the company grew, so did their need for an effective business intelligence (BI) solution that could sustain their trajectory. Their existing reporting process was dependent upon ad hoc SQL queries, Excel spreadsheets, and the individuals who maintained and manipulated the data on a daily basis. A BI solution that could integrate all of their systems and data had now become a critical need.

Working with Catapult Systems, ViaWest created a data warehouse and reporting solution that gave them access to critical data such as accurate financials, sales pipeline metrics, product and power consumption, and most importantly, customer service work order management. “People are now able to answer questions themselves instead of looking for answers and build solutions based on information as opposed to their gut,” said Richard Mogan, ViaWest Director of Process Engineering. “At any point in time we have something like 4,000 tickets open within Operations. To be able to absorb 4,000 pieces of information in a meaningful fashion is very difficult. The data warehouse now allows us to do that; we can now manage the customer experience much more effectively.” 

“We’re already seeing opportunities in areas where we need to expand – that’s very much because of the system and data that we’re able to pull out of the system,” said Matthew Taylor, VP of ITIS and Managed Services. “We’re also able to implement for our customers significantly better than we did the past…because we can understand where the bottlenecks are and eliminate those bottlenecks.”