Our Journey From Industry-Led to Customer-Focused

Author: Becca Jaye Sharples | Senior Product Manager

At Cloud Gateway, we’ve always been experts in networking. But let’s be honest, with the fast pace of modern technology, being “just” a networking company doesn’t cut it anymore. We’ve taken a long, hard look at what today’s businesses really need - and it turns out, it’s not another vendor telling them what’s best. It’s a partner who listens, adapts, and builds around them.

That’s exactly why we’re expanding our roadmap to empower customers with self-service deployment and management tools - transitioning from an industry led organisation to a customer led one.

While we continue to offer a fully managed service option, customers now have the choice between a fully self-managed, self-deployed experience and a traditional managed service model, or a blend of these - and this flexibility is at the heart of our vision.

Built With You, Not Just for You

The transformation didn’t happen overnight, it started with a mindset shift. We stopped thinking like a traditional industry player and started thinking like our customers. How? By inviting our users to help shape our platform.

Through hands-on roadmap discovery sessions, we opened the floor to the real experts… our customers. These weren’t tick-box exercises; they were genuine deep dives into what our users need from their IT networking.

You told us. We listened. The result? A platform that combines our expertise as an MSP with cutting-edge NaaS capabilities. This shift moves beyond traditional managed services, providing businesses with full on-demand network control, automation, and scalability - just like cloud technology, enabling them to self-serve.

Introducing Our Customer Success and Product Teams

But it’s not just about technology. It’s about people.

That’s why we launched two critical teams to drive this transformation forward: Customer Success and Product.

Our Customer Success team is your new right hand… here to ensure your journey with Cloud Gateway is smooth, strategic, and always evolving. Think of them as your voice inside our business - dedicated to helping you extract maximum value from our platform.

And then there’s our Product team… the architects of innovation. We’re not just building features for the sake of it. We’re solving problems that matter, guided by your feedback and the data that underpins it all.

Together, these teams ensure our platform stays relevant, powerful, and aligned with what you actually need (not just what we think you might).

Visibility and Observability, Reimagined

At the heart of all this is a renewed focus on Data Visibility & Observability. Because let’s face it… if you can’t see what’s happening across your infrastructure, you can’t control it, optimise it, or secure it.

By putting customers at the centre of our development process, we’ve built a platform that delivers unprecedented insight and control. Unlike traditional telcos, we’re enabling organisations to view, manage and optimise their IT estate in real time - across on-prem, cloud, and hybrid environments - from a single, secure platform.

The Bottom Line

This isn’t just a rebrand or a restructure, it’s a reinvention. The Cloud Gateway portal has evolved into a fully configurable platform - allowing customers to select, deploy, and manage their own network and security solutions (down to specific technologies - much like a cloud marketplace). Our automated deployments are fully customer-triggered, and our infrastructure is built to auto-scale on demand. Whether you’re after end-to-end management or full customer control, Cloud Gateway has got you covered.

Wherever you are on your network transformation journey, we’ve built the platform to meet you there, on a platform that ensures your network can grow and adapt as you do.

Welcome to the new Cloud Gateway. Built for you. Powered by you.