2025 in Retrospect with Net Friends President

As we look back on 2025, one theme stands out the most. This was a year defined by steady, intentional improvement. We focused on strengthening the processes that support our customers, increasing the clarity of our communication, and building the kind of operational consistency that helps everyone succeed.

One of the most meaningful changes we made this year was bringing account management under the care of leadership. Speaking directly with customers helped us shorten the distance between feedback and action, and it allowed us to build closer relationships with the people and organizations we serve. This shift has already led to transparent conversations, faster decisions, and better long-term outcomes.

We also refined the way we scope and deliver projects. Our cloud engineers now connect directly with project requestors to ensure goals and expectations are fully understood before a scope is drafted. This creates far better alignment early in the process. After the scope is written, we walk through it with the requestor before delivering the formal proposal. This simple step has improved clarity, strengthened trust, and led to smoother project execution.

Another important area of progress has been the growth of our Integration Team. Their work in automation and system integration has made our operations more accurate, efficient, and dependable. By reducing manual steps and improving consistency across our internal systems, they have helped us deliver a cleaner and more reliable experience for our customers.

Focusing on Security

Security was also a major focus this year. We introduced NetSafe MDR in anticipation of a significant rise in cyber threats and offered it at no cost for the first three months to ensure every customer had the opportunity to strengthen their protections. The impact has been remarkable. A majority of customers chose to continue with MDR, and we are now preventing at least two major breaches each week across our customer base with this service alone. The value of modern, proactive protection has never been more clear-cut.

We also re-thought how we approach our contracts. All our service agreements are now month-to-month, with any year-over-year adjustments limited to 10 percent or less. We believe customers should stay with us because they are happy with the service experience, not because they are locked into long commitments. This shift has been welcomed and reflects the kind of partnership we want to build.

Looking back on the year, I am proud of the progress we have made. Our focus on clarity, transparency, and protection has strengthened our relationships with customers and improved how we serve them. Thank you to everyone who contributed to this work and helped carry our values forward.

With Deep Appreciation,
Neelesh Patel
President, Net Friends