Service is the Source

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Success comes easily for CDW Canada, and it’s because of their people

“We serve people, and the vehicle that we've chosen to serve people with is technology solutions and services. But make no mistake, we are a people service organization. People are at the heart of everything that we do.” That's the guiding principle of international IT solutions and services giant CDW, expressed by Daniel Pinsky, CSO and head of security, governance, and compliance for the company’s Canadian operations.

Daniel Pinsky

With more than 900 co-workers in nine locations across the country, CDW Canada delivers integrated technology solutions and services including managed services, security, cloud, data center, networking, collaboration, and digital transformation.

Their clients span a wide range of industries, including energy and utilities, education, retail, healthcare, government, media, and entertainment. Established in 2003, CDW Canada is a wholly owned subsidiary of CDW Corp., a Fortune 500 company with multinational capabilities based in Vernon Hills, Ill.

“Our focus is on software, networking, communications, data center, and mobile solutions,” Pinsky explained. “We deliver integrated solutions so our customers can navigate a complex marketplace, because there's lots of technology out there. We’re here to maximize the return on their investment dollar.”

A major differentiator from other players in the sector is CDW’s commitment to help their clients reduce the risk, cost, and complexity of deploying, managing, and procuring technology.

“We have a unique approach to engagement,” he said. “All of our customers have their own account manager because we actually want to build a relationship with them so we can better understand their needs, objectives, and pain points.”

The firm is certified by some of the biggest control frameworks in the industry. They are ISO 27001 certified, certified by the NIST cybersecurity framework, the PCI DSS payment card industry data security framework, and the company goes through service audits such as SOC 1 and SOC 2.

Since data security touches all aspects of an organization, current discussions about cybersecurity and information security are no longer strictly technology-centric. CDW takes a holistic approach to cybersecurity, working to give customers tools and methods to thwart security threats, defend critical business assets or functions, and respond rapidly to incidents.

The company’s internal information security program encompasses every aspect of the organization. CDW has created a robust environment and control program, as well as environments that are designed to operate as effectively and securely as possible.

Reflecting their passion for problem-solving and all things technology, CDW Canada refers to their employees as co-workers. “Our co-workers hold the highest accreditations, awards, and qualifications across the industry,” he said. “They continuously have to improve to stay ahead of the curve because the market constantly changes, technologies progress, threats evolve, and our co-workers are at the heart of everything that we do. We are successful because of them.”

CDW’s vast vendor ecosystem is composed of roughly 1,000 established and emerging vendors offering products across Canada. They combine product breadth and local knowledge with their expertise in logistics to serve both local and international customers.

Securing that expansive supplier community requires a high degree of alignment when it comes to compliance obligations for CDW’s internal and external stakeholders. “If our customers are expecting us to deliver a service that is compliant with PCI DSS, the vendors we work with have to be able to deliver that service compliant to PCI DSS,” Pinsky clarified.

The firm has a vendor management program that assesses new vendor partnerships, and part of that process is examining compliance obligations. “We look at statutes, regulations, and standards compliance and, depending on what needs prospective vendors could serve, if they don’t meet that minimum bar, we won't work with them until they raise their standards up to our own.”

Vendor relationships are based on the recognition and honoring of differences and expected outcomes, mutual respect, shared objectives, and an atmosphere of understanding that enables all parties to grow and evolve together.

The company deploys a comprehensive assessment approach to guiding customers on their technology journeys. Their threat risk assessments are tailored to where they are on their journeys, and may take several different forms, including penetration testing and audits. “It's all about understanding where the customer wants to go,” Pinsky said. “What is the picture they're trying to paint?”

Then, CDW examines their current state and compares it to the desired outcome, identifies any gaps that may exist, and based on that information, helps them build the most successful strategy. “We help them build that road map and then we help their organization to develop, implement, and manage those outcomes and objectives.”

The company hires the best in the industry, equipping, training, and empowering them to deliver market-leading solutions and services. As Pinsky put it, “Our co-workers’ dedication to CDW customers and vendors is the key to having a bridge between people and technology that is strong and resilient.”

Those that choose to partner with CDW experience this firsthand; they embody their role as guides, and are trusted advisors to each of their customers' journeys to success.

“You can have the best, most incredible strategy. But it is the people that drive and execute the strategy. And if you're in an environment where there's a lack of trust, lack of respect, or lack of collaboration, I don't care what your strategy is, it's going to fail at the end of the day. That's why we always listen to our people.”

CDW’s frontline co-workers have a big hand in the development of the great customer relationships the company is renowned for – their view from the trenches gives them a clear understanding of what's working and what's not on a daily basis. “They understand our customers’ pain points, and because of that it's incumbent upon us as a broader organization to listen to any feedback our people have for us and take it to heart,” Pinsky stressed.
“I'm very proud of the culture we foster at CDW. We nurture this passion and help it grow and evolve. By doing this, I think it leads to a more satisfied and more authentic experience for our co-workers,” he concluded. “We all benefit by listening to our people.”