December 30, 2021
IT Philosophy

So Proud About Our Impact in 2021

Written by Jeff Gaines
Interlaced Plans for 2022

2021 was a banner year at Interlaced.  First, our teams set company records, and pushed industry norms, in customer satisfaction metrics, project satisfaction metrics,  and customer net promoter scores.  Next, we improved nearly every area of our business: core processes, quality assurance, finance, marketing, customer success, project management, HR, and many others.  Additionally, we went above and beyond for our customers which helped fuel massive growth.  Also, we completed an acquisition, welcoming Three18 to our family.  Finally, we ensured that we took the time to give back to our community, supporting several worthy causes.

But when should you hire in-house support vs. outsourcing that support? In this blog, we’ll discuss a few of the benefits of outsourcing your IT and whether this is something to be considered by your business or organization. 

Pushing the bounds of what an MSP can be…

At Interlaced, one of our core values is “Build the future, today.”  In late 2020, by listening to our clients and prospective customers, we saw three emerging trends.  First, we noticed that ever smaller businesses were facing cybersecurity threats and IT compliance mandates.  Second, we declared remote-first IT support to be the way of the future.  Finally, we saw the growing need to manage our clients computer inventory, when they no longer had a physical office to store their computers. 

In 2021, we doubled down on our cybersecurity and compliance focused service package.  In doing so, we prevented tens of thousands of potential cyber vulnerabilities.  We also helped save our clients tens of thousands of dollars on implementation fees and unnecessarily licensing fees.  Finally, we were able to deliver improved security and compliance, in a way that balanced the user experience and ability to work remotely.  

Also, we continued to evolve our remote-first IT support services.  First, we expanded our Slack Helpdesk integration, connecting with our clients in the same way they communicate internally.  Second, we expanded our overnight and weekend support coverage, helping our customers continue to work as their teams spread across the US and the world.  Finally, improved our remote connection tools, giving our IT engineers more capability to solve end-user problems.  

Lastly, we implemented a Device Inventory Management program.  This program helps remote and distributed workforces to have access to their fleet of computers, tablets, and peripherals, without having the need to store them in an office.

Growing our team of world-class IT professionals

Between January and September of 2021, we doubled the size of our team.  In the process, we added subject matter expertise in Mobile Device Management, Cloud Management, SaaS management, Google Workspaces, Microsoft 365, Azure, AWS, Networking, and Identity Access Management.  We also added specializations in computer logistics, new client onboarding, and IT project management.   

Also, on October 1, we announced the acquisition of Three18.  First, we added some significant IT consulting talent.  Second, we found a group of dedicated, people-focused IT professionals who share our Apple-expertise, culture and values.  Additionally, we gained significant skills in networking and PC management.  Lastly, This move helped us expand our footprint to the Los Angeles market.

Deepening our strategic partnerships

In 2021, we were supported by some amazing partners.  First, we were able to participate in several industry thought-leadership events with our friends at Addigy.  Second, we were able to help educate clients and the industry with our friends at OneLogin.  Finally, we were able to help prevent thousands of pounds of e-waste through several key partnerships.

Giving back to our clients and community partners

We often talk about giving back through our IT services.  We have the privilege to serve some amazing organizations with truly inspiring goals and missions.  Additionally, in 2021, we gave back to the community in a number of ways.  

First, we were so proud to help veterans transition into civilian careers.  We hosted or spoke at nearly a dozen events in 2021 for TheHonorFoundation, SoCal TechVets,, and BeyondTheUniform.

Locally, in our core markets, we have been able to some great industry associations.  In Southern California, we helps sponsor events for The San Diego Tech Hub.  In the biotech industry, we helped support LaunchBio.  Next, in the Experiential Design community, we participated in SEGD’s annual nationwide conference.  Lastly, we helped provide mentorship to emerging non-profits and social enterprises at Mission Edge’s City SAIL incubator.

Finally, we used our unique position and connections to help support the San Diego Futures Foundation.  We helped redirect computers which were destined for the landfill, into the hands of underprivileged youth. 

We are so proud to be in a position to give back in so many ways.

Taking time to reflect, plan and celebrate

As the year drew to a close, we were able to bring the team together in San Diego for our annual celebration, “Winterlaced.”  We held a full-day of team building, a State of the Company presentation, and an end-of-year celebration at the San Diego Zoo.  Additionally, we held a full day of strategy planning, aligning on all the big things to come in 2022 for the Interlaced and Three18 team. 

As we wrap up 2021, we couldn’t be more proud about the company we’ve built, and the opportunities that lie ahead in 2022 and beyond!  

As we say at Interlaced… “Let’s go! One team, one dream! Let’s do this!”

My three words for 2022: “Proud, appreciative, inspired.”

Jeff Gaines

Jeff Gaines

Jeff has served as an operating executive at Interlaced since 2016. He is deeply passionate about driving impact for Interlaced, for his community, and for his loved ones. In his spare time, Jeff loves spending time with his wife and son at the world famous San Diego Zoo, enjoying tacos on the beach in Baja, cheering on the San Diego Padres, adventuring outdoors and playing music with friends. Jeff’s top 3 films of all time are Point Break (the original), Road House and Field of Dreams.