Q&A with our CTO | Paul Mardling
I joined Redcentric following Pixel’s acquisition in 2021, and became CTO in February 2022. I manage all our internal IT systems and ensure our technology portfolio is well-integrated and supports our customers.
I began my career in IT and web technologies, and later worked in the media and broadcasting industry on complex IT environments.
Q. What have been the key objectives over the last year and what are your goals for the next 12 months?
This past year, our first as a fully integrated business, has been pivotal. We’ve focused on consolidating acquisitions and streamlining our product portfolio. Over the next 12 months, our goals include deepening customer engagements, leveraging our skills, refining service models, and continuing to streamline offerings.
Q. Describe the key initiatives which aim to drive more value for our customers?
We’ve invested £3 million in a platform refresh using VMware Cloud Foundation 5 and HPE GreenLake, creating a highly extensible and reliable cloud platform which processes information 25 times faster, giving customers a very powerful service. This shows our commitment to top-tier cloud services. As a Pinnacle partner to Broadcom, we offer white-labelling services, enhancing our value proposition and making it a very attractive for our many customers and partners.
Q. How are we using AI in the business and what are our future plans?
We’ve increased our use of ChatGPT within corporate boundaries. It supports internal processes by enabling intelligent data interaction and automated responses, enhancing productivity. We aim to maximise its potential through increased awareness and training. Our AI journey focuses on evolving internal capabilities and extending innovation to clients.
Q. What initiatives have we undertaken to improving customer experience?
High quality support is key for our customers. We’ve been improving our support service using automation to direct tickets to the right teams, reducing resolution times and improving customer experience. We’re also developing runbook automation to minimise manual intervention and to ensure we’re delivering reliable, responsive support.
Over the next 12 months, our goals include deepening customer engagements, leveraging our skills, refining service models, and continuing to streamline offerings.