Waruna Kirimetiyawa has been appointed as new CEO of Lancom Group, amid plans to drive market growth in New Zealand and overseas.
Kirimetiyawa is tasked with creating customer and partner demand through the Auckland-based Lancom and DeskDirector businesses, replacing company founder Warwick Eade, who remains a director of the business.
From a Lancom perspective, Kirimetiyawa will oversee plans to open a new office in Melbourne, while positioning DeskDirector towards international markets.
“We work across Australia and New Zealand with Lancom,” Kirimetiyawa said. “In addition to that, DeskDirector has a large number of customers in the United States, the United Kingdom and South Africa.
“We’re essentially global thanks to the universal nature of the cloud, and, for DeskDirector, through our extensive partner network.”
Specific to Lancom, Kirimetiyawa is chasing “big targets” for growth, most significantly across the Tasman in Australia, with the cloud specialists already working with multiple independent software vendors (ISVs) as customers.
“We’re heavily into DevOps and we’re looking to grow by taking this to market as a leading approach to bespoke software development,” Kirimetiyawa added. “We’ll have an office in Melbourne within three to six months; of course, having customers there already is a big advantage and should give us a major foot up to accelerate our market position.”
To drive such growth, Kirimetiyawa said the business is also open to “suitable acquisitions”, in addition to generating organic growth.
“In this regard, we are focusing on existing MSPs; but we’re also interested in opportunities which might fit the Lancom portfolio,” he said. “I’m rearing to go, and our teams are rearing to go. We’ve got big plans and together we’re going to make them a reality.”
Meanwhile, Kirimetiyawa has outlined plans to expand the number of DeskDirector clients by around 50 per cent during the next 12 months, driven by a “sharp focus” on growing and expanding the company’s managed service provider (MSP) network.
Built by Lancom in 2012, DeskDirector operates as a client experience platform, integrating with Autotask and ConnectWise technologies.
“Service personalisation allows MSPs to use the DeskDirector portal to log tickets, manage service lifecycle and keep customers updated through multiple channels,” Kirimetiyawa explained.
According to Kirimetiyawa, the software specialists have “completed re-engineered” the DeskDirector platform, in a bid to drive increased levels of personalisation for partners and customers.
“In addition, we now offer multiple levels of approval and a more intelligent platform capable of responding contextually to requests, with built-in automation,” Kirimetiyawa said.
“This lets our MSPs differentiate and customise their service offerings on the basis of how their customers want to consume support. It goes well beyond discussions around support tickets and Service Level Agreements and equips MSPs to focus on strategy.”
Furthermore, Kirimetiyawa said a “follow the sun” support structure has also been introduced, designed to allow the business to operate in an addressable market of more than 30,000 potential customers.
Since joining Lancom 16 years ago, Kirimetiyawa worked his way up through engineering to become the CTO of the company, playing a key role in the creation and growth of DeskDirector, becoming general manager for the past five years.