One-year anniversary of the company's acquisition sees increased sales, enhanced customer service and new product offerings
Packet Design grew 137 percent year-over-year in the first quarter of 2014, which marked the one-year anniversary of its acquisition by Lone Rock Technology Group. With increased investment across all functions, the company has introduced new people, processes, and technology to fuel the growth of its IP network route and traffic analytics software.
“Packet Design is growing across each of our territories and target markets globally, with increasing sales to service provider, enterprise and government entities who rely on us for the real-time routing intelligence needed to manage today’s networks,” said Scott Sherwood, CEO of Packet Design. “We have expanded our marketing, sales, channel, and customer support programs as well as introduced the organizational structure and operational best practices in every department to position us for continued growth.”
Packet Design has increased its direct sales team and added new leadership in North America and Europe. In addition, the company opened a new office in Austin, Texas, where it now has 17 employees, and expanded its development center in Pune, India. The company is also adding resellers across the globe and has formalized a new channel program to better support them.
Packet Design has upgraded its customer care organization with a more structured process for handling worldwide technical support. The company has also created a new self-service portal and a services organization to better address customer needs. As a result, software maintenance renewal rates have risen approximately 15 percent and are on target to top 90 percent by year-end. The company’s Net Promoter score, a widely used measure of customer propensity to recommend a company’s products and services, is now 60 percent, compared with a software industry average of 44 percent.
The company continues to advance the field of network analytics with new product offerings. Today the company also announced version 11 of the company’s flagship Route Explorer System, which includes Layer 2 VPN monitoring capabilities that will benefit mobile operators and service providers in particular. In addition, the company is investing in software defined networking (SDN) analytics and developing a Network Access Broker (NAB), which will verify in real time if the network can handle the path requirements and traffic demands of application requests. If it cannot, the NAB will calculate better alternatives for the SDN controller.
Last fall Packet Design launched Multicast Explorer, an optional module of the Route Explorer system, which provides unprecedented visibility into complex multicast routing configurations and service delivery. Additionally, by using Agile development, the company is rapidly adding contextual dashboards and web-based user experience enhancements.