SHI | Cymune - An SHI Company

BACKGROUND

Introduce your business and what you do there.

We’re an immigration firm. We were initially set up as an LLC in the US, but we’ve been based in Hyderabad, India for the last 20 years. We have 40+ offices across the country, as well as three in Dubai and two in Australia. Like any immigration firm, we help individuals with their visa application processes. We’re the number-one firm in India in terms of presence and expertise.

I’m a founding member of the company, and I’m on the board of directors.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Cymune Cyber Security?

We’re not a very large company. We have a team of 1,000–1,100 now, but we were only 200–300 people in 2006, when we started working with Cymune. We had an issue with data loss in the company, so we called them for a solution.

SOLUTION

What was the scope of their involvement?

They gave us an effective solution at the start of our collaboration, and they took over our entire network security. They take care of our firewall, data-loss prevention (DLP) software, and other related solutions.

We’ve been associated with them since then. They’re our partner in terms of our entire network security.

What is the team composition?

They have a team working for us, with different levels of hierarchy. Basic complaints and discussions start with the NOC team and travel to the next level. I have access to 3–4 levels of hierarchy, but things usually get resolved at the first level. 

I talk to their higher-level people when it comes to major changes or new solutions that they want to provide us. Cymune handles everything from choosing the solution to implementing it.

How did you come to work with Cymune Cyber Security?

We spoke to a couple of people, including Uttam (CEO), asking about their experience and customer service levels. We look to have stable relationships with all our partners, and they seemed to be very customer-centric people that knew their job.

How much have you invested with them?

The cost is $270,000 per year, including management costs and the solutions we buy.

What is the status of this engagement?

We’ve been working with them since 2006 or 2007, and it’s ongoing. We’ve taken a step back because of COVID, but we’ll soon be implementing a new solution with them.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Whenever we’re given a solution, it’s the latest in the market, so we know that it’ll serve us for the next five years. Across all the projects and upgrades we’ve done together, they’ve always planned like that. 

Any new solution is an investment, so we’ll look at the five-year plan for it, and their solutions have always worked for us. There was never a case of a system dying and us having to change it. Changes were always due to us growing and needing an upgrade. We’re currently in our seventh year of using the current solution, and we’ve had two upgrades so far.

We work closely together and brainstorm on a lot of things. I’m not very technical, but I’ll talk to the team in logical terms, and we’ll put a solution together. It’s working quite well, and that’s why I’ve kept them on for 15 years.

Cymune has always delivered the quality we demand, and I’m quite a demanding manager. They actually deliver much more than what’s in their scope. They’re always there for us, and the customer service is at the highest level. They’ve always given me the right solution, even if it took a bit more time. Cymune keeps my requirements, functionalities, and budget in mind, and they always devise solutions.

How did Cymune Cyber Security perform from a project management standpoint?

We do monthly performance reviews and discuss any changes that need to be made. We have an email ticketing system at the first level, and we escalate issues if required. I collaborate closely with them and check the solutions they provide, and I haven’t had any issues, for the most part.

What did you find most impressive about them?

I think I’ve mentioned everything. I give them an A+ overall.

Are there any areas they could improve?

It’s been going great, and I have nothing negative to talk about. I think that I’m a difficult client for them. Despite that, we’ve been working together for the past 15 years.

Do you have any advice for future clients of theirs?

I’d say go for it. Cymune knows their job and they’re customer-centric.