Client Conversation: Memphis Light, Gas and Water (MLGW)

Thank you for taking the time to meet with me today. My goal is to understand your team’s experience with US Cloud outside of the standard ticket review process. This gives us a chance to learn what’s working well and where we can improve. Does that sound good?

Yes, that works.

Were you part of the decision-making team when MLGW moved to US Cloud from Microsoft Unified Support?

No, I wasn’t part of that decision, but what I can say is that working with US Cloud so far has been really good. We’ve had a couple of projects and several technical tickets, and we haven’t had anything to complain about.

The primary project I worked on was replacing our PKI environment and standing up new systems. Parker was leading that effort at the time, and he was a great resource. Greg has since stepped in, and both of them have been on point every time we had questions. They provided clear guidance, were responsive over email, and helped us get where we needed to be.

That’s great to hear. Beyond that project, are there other situations where the US Cloud team met or exceeded expectations?

So far, everything has been above reproach. Not only did they help us move forward, but they also provided detailed outlines and clear direction. Even when they didn’t immediately have an answer, they knew how to find the information we needed. That level of expertise has been exceptional.

So you’re finding value in our engineers’ expertise—that’s great! Sounds like you’re touching on our teams communication with your team. Let’s keep talking about that a bit. How would you describe the communication and collaboration between your team and US Cloud?

Very positive. Even if something isn’t resolved immediately, there’s always additional communication. We consistently hear back quickly, and that’s a big difference compared to other resources we’ve worked with where it might take a day or more to get a response. Communication with US Cloud has been really solid.

That’s great news. After all that communication, has working with US Cloud affected your team’s productivity or ability to move projects forward?

Absolutely. Without US Cloud, projects would take significantly longer. Having their support allows us to move through steps much more efficiently, and that’s made a big difference for us.

I can certainly see how that would be an important step up for you in Microsoft support. As a utility serving the Memphis community, has this partnership helped you better serve your customers or reduce potential downtime?

Yes, especially with the PKI project. If that hadn’t been completed on time, it could have impacted a lot of systems and directly affected our customers. Getting that project done correctly and on schedule was critical, and US Cloud played a big role in making that happen.

Our team is always happy to be part of the solution. We’re proud to have helped your team meet those important deadlines!

If you were speaking with another professional in the utility industry, would you recommend US Cloud? How would you describe the value?

I would absolutely recommend US Cloud. Having that level of expertise available is incredibly valuable. We know pieces of the technology, but we don’t know everything. Being able to reach out to experts who can guide us, keep us on track, and respond quickly is huge. Compared to other resources we’ve worked with, US Cloud is extremely responsive and provides real value.

Is there anything else you’d like to add?

No, I think that covers it.

Thank you again for your time. We really appreciate the feedback!