As digital transformation efforts continue across all industries, there is perhaps no more important business function in the modern enterprise than the IT team.
From bridging gaps in an organization’s technology stacks to delivering a seamless user experience every step of the way, strengthening distributed endpoints, and helping modernize operations while reducing costs, IT’s role is critical.
However, in today’s fast-paced tech world, the success of IT departments depends only on the technologies and solutions they implement. As customer expectations rise and the digital landscape becomes more fraught with nightmarish risks, it is imperative that business leaders choose to partner with trusted software providers that meet expectations while catering to individual needs.
It was this mantra that inspired Sal Sferlazza, CEO and co-founder of automated endpoint management platform provider NinjaOne, to create a company and shake up the industry more than a decade ago.
Founded in 2013, NinjaOne automates the most complex parts of IT infrastructure, providing visibility, security and control over all endpoints in real time. The solution is used by more than 20,000 IT teams in more than 120 countries.
With a portfolio of services that includes remote monitoring and management (RMM) software, patch management, mobile device management (MDM), backup services and more, the company caters to all needs.
However, in an increasingly competitive market, what sets NinjaOne apart is its tireless approach to customer engagement and support. The company places great emphasis on developing close collaborative relationships with both enterprise end users and managed service providers (MSPs) to provide support across the entire IT supply chain.
Statement of the company manifesto in a recent LinkedIn postSferlazza highlights the shared values that NinjaOne has with the MSPs it works with.
“MSPs care about delivering value to their customers and increasing efficiency and profitability—characteristics that are the cornerstone of NinjaOne’s culture,” says Sferlazza.
“When we launched NinjaOne, we knew MSPs had been underserved for a long time. We wanted to create a next-generation cloud platform that was simple, easy to use, secure and highly scalable.”
NinjaOne’s approach in this regard has earned it a reputation as a leading, trusted IT service provider, boasting a 98% Customer Satisfaction Score (CSAT).
However, the company isn’t about to rest on its laurels, and as NinjaOne continues to grow, Sferlazza says the organization wants to “make sure we stay true to the roots that made us successful.”
This includes building strong industry relationships and maintaining significant investment in the product portfolio and customer support offerings while continuing to move upmarket.
For example, Sferlazza says the company currently invests three times more in customer support than the industry average, but he wants to go further.
Old school philosophy for modern business
Continuous investment in technology remains a key focus of NinjaOne, allowing it to continue to provide best-in-class services to organizations of all sizes. This approach is based on what Sferlazza calls “old school philosophy.”
“We create features and products that convince customers to join our platform and never want to leave,” he says.
NinjaOne is constantly improving its industry leading platform to ensure customers get the most out of their offerings. Engagement with industry stakeholders and partners is important here, both to ensure the company maintains a diverse product portfolio and to gauge ecosystem sentiment around the tools as they are adopted.
For example, NinjaOne’s public product roadmap is based on a combination of end-user engagement and expert analysis of industry trends and requirements.
“We talk to clients a lot,” Sferlazza says. “We hire subject matter experts, including former MSP product managers, who understand your pain point.”
In total, NinjaOne has implemented more than 250 features, enhancements and product updates in 2024, each specifically tailored based on direct customer feedback, the company said.
Smart innovation in the age of artificial intelligence
“Managing endpoints is difficult,” says Sferlazza. With this in mind, it is critical that IT teams have the support of trusted software providers and associated partners to achieve IT and business success.
IDC Researchfor example, shows that about 70% of employees use at least two endpoints every day. According to ESG77% of organizations have experienced a cyber attack that started from an unknown, unmanaged, or poorly managed endpoint. In other words, the risks associated with unmanaged devices are significant, as are the risks associated with disparate devices.
NinjaOne recognizes the challenges faced here, so tool consolidation has been a key focus for its engagement with partners and customers.
“We have the discipline to know when to build products and when to collaborate with them. Even as we consolidate tools, we recognize that we cannot build everything. That’s why we partner with world-class security products to ensure security.” Sferlazza explains.
Now, with the advent of generative artificial intelligence, the company is taking a targeted approach. While the technology has enormous potential for enterprises, Sferlazza says NinjaOne tends to avoid product development for product development’s sake.
Avoiding the hype and using finely tuned, ready-to-use tools will be vital to future success.
“We build thoughtfully and purposefully,” he says.
In October, NinjaOne announced new investments in this technology, unveiling its NinjaOne AI for Patch Sentiment Tool. This new feature offers users AI-powered sentiment analysis capabilities to inform patch management processes.
The tool will provide IT teams with detailed information about when is the best time to deploy patches, as well as features that can help determine whether patches contain potential flaws.
The launch of this new feature represents another step toward improving the efficiency of endpoint and patch management, a process that has traditionally been labor-intensive due to the need for IT teams to manually track, investigate, and test patches.
Looking ahead, Sferlazza says the company’s goal is to continue investing in its platform and product portfolio to “ensure customer happiness.” This includes bringing to market new features and products specifically designed to streamline development and maintenance, further delivering on the company’s promise to “automate the hardest parts of IT” for customers.
“After 10-plus years, we are still founder-owned and operated, and our north star continues to provide a world-class user experience for our customers,” says Sferlazza.
After all, today’s IT organizations set the tone for the modern enterprise.
With all this in mind, seamless endpoint management, ongoing support and capabilities, and partners deeply invested in customer success are critical to building a sustainable, long-term IT strategy—and driving a more successful business—in the year ahead.
For more information about NinjaOne and its collaborations with industry partners, visit NinjaOne website.