Martin Lachance founded Citara Systems as a premier IT (Information Technology) Managed Service Provider (MSP). Citara Systems offers IT services, compliance, and cybersecurity to manufacturing, construction, and financial services businesses based in New England. Among its notable qualities, Citara Systems’ fast response time, extensive experience, and exceptional customer service are their proudest traits. Additionally, Citara Systems is known for delivering personalized technological solutions that align precisely with their client’s needs.
Martin faced debilitating career challenges after September 11, 2001. The 9/11 attack caused consequential impacts on the former IT company he worked for, leading to its permanent closing. However, this was not enough to sequester Martin’s passion for IT. Rather, the 9/11 attack and losing his job provided the catalyst Martin needed to begin his entrepreneurial journey. He states that “out of the ashes of that company rose Citara Systems.”
When Martin’s former company closed its doors, the clients Martin had been working with anxiously awaited his next move. Martin had built outstanding relationships with his clients; they had mutual respect for each other. Martin’s outstanding reputation and work ethic led his clients to simply be unable to abandon the trust they had built with him. The clients stated that they will “go wherever you go.” Their encouraging words led Martin to establish Citara Systems. The clients stayed true to their word and continued to seek out his assistance with their IT service and cybersecurity needs.
“My concept was very simple at the time: Be upfront, be fair, always do what’s best for the client,” Martin says.
Developing a Win-Win Relationship
In 2001, the IT services market was driven by project and pay-as-you-go services. As the market evolved and shifted toward a subscription model, so did Martin’s vision. By adhering to the original IT services concepts, he developed a fixed-price service set with unlimited support. “The idea was that I wanted to build a win-win relationship for our clients and for us,” Martin explains. “A real partner relationship that was built on trust for the long haul.”
Citara Systems operates as a for-profit business, rendering profitability a key concern for Martin. He points out that with a fixed-price, all-you-can-eat model, it was evident that the clients benefitted. Yet, this approach was not necessarily a win for the company if the IT services exceeded the profitability threshold. To overcome this challenge, Martin developed a set of key performance indicators (KPIs), purchased tools, developed processes, and trained his staff to provide the most efficient result for their clients.
“Our tools and process brought us efficient operations,” he says. “My staff’s focus on delivering results to our clients meant far fewer issues, cost savings, and happier employees on their end. A win-win on many levels for both!”
Citara Systems’ unique method significantly increased efficiency, resulting in fewer issues for clients. Clients experienced a 40% to 90% reduction in IT problems, leading to substantial cost savings for businesses with payroll employees previously struggling with technology. This decrease in IT issues also boosted profitability. “We need less staff, and our team can now focus on continuous improvements for our clients instead of constantly putting out fires,” Martin says. Undoubtedly, working with Citara Systems creates a win-win relationship for both Citara Systems and its clients.
What Distinguishes Citara Systems from Other IT Companies
In 2021, the Russian Government hacked SolarWinds, a large IT company specializing in helping other companies to manage their technological infrastructure. This attack on the IT supply chain compromised over 140 IT resellers and service providers. The notoriety of the cyberattack served as a “wake-up call” for some leaders in the IT MSP space. This attack prompted Martin to shift his focus to securing data for himself and his clients. The management and protection of Martin’s clients’ data was not just a concern, but a top priority.
Following the SolarWinds cyberattack, Citara Systems upgraded its security products to state-of-the-art, early AI-based products and processes. Since then, the company has added eight more layers of security, in addition to two security partners that monitor not only the company’s environment but also that of its clients 24/7. 5+ years ago, this level of security was not common and deemed unnecessary. Martin emphasizes the importance of having these additional layers, stating that “today, AI [(Artificial Intelligence)], automation, and nation-state hacking are among the many reasons why 8+ layers of security services are an absolute must for most businesses looking to protect their reputation, identity, data, clients, and employees.” As the technological threats that we face evolve, so does the defense provided by Citara Systems. Malicious threats are constantly kept at bay for Citara Systems’ clients.
In addition to the defense systems utilized by Citara Systems, every quarter a third-party security company vets the network and systems of Citara Systems. Few MSPs can claim this level of due diligence. As Martin puts it, “we have the keys to the kingdom for all of our clients, we cannot be the conduit, or the cause, of our clients being hacked.” The defense of their clients is a paramount value of Citara Systems. It is crucial that the safety of their clients’ networks and data are maintained.
There are numerous other distinguishing factors that differentiate Citara Systems from its competitors. The company is notable for maintaining a 98% client retention rate over the last two decades, averaging a 3-minute response time to incoming service tickets, offering free Cybersecurity assessments to help business owners uncover their risks, and the resources to have their network and systems vetted by a third-party security company every quarter. Additionally, Citara Systems is an expert in Federal Trade Commission (FTC) Safeguards Compliance, ensuring that their clients’ data will be kept safe, private, and protected.
Changing Landscape of the IT Industry
Martin emphasizes that the IT Industry is becoming increasingly regulated and process driven. Security breaches, ransomware, cyber warfare, AI, and other factors have put the IT industry and many companies in the limelight.
In response to the increase in cyberattacks and technological advances, the US Government and regulatory bodies have developed new regulations such as the FTC Safeguards and Cybersecurity Maturity Model Certification (CMMC) compliance. Martin expects progressively more industries to have similar regulations introduced as digital threats proliferate with the convergence of IT, OT, IoT, and IIoT environments.
“IT Security and Compliance are the future,” Martin says. There is no doubt that Citara Systems is prepared for that future, and willing to do whatever it takes to ensure that their clients are compliant with new regulations.
The Founder’s Profile
Following his graduation from Northeastern University with a bachelor’s degree in finance and accounting, Martin began his accounting career at Teradyne Connection System. He recalled how miserable he was in his accounting role. However, he would soon find his true passion. His interest in computers was ignited when he was put on a team to solve a problem as part of the company’s Total Quality Management. Recounting this, Martin explains that “the issue involved computers and was led by the Director of IT at the time.” This deviation from his everyday work routine acted as a catalyst in recognizing his interest in computers. Martin’s ignited passion was noticed by the Director, and Martin continued to be involved in IT-related teams. This sparked Martin’s consideration of a new career path.
Martin soon moved to Delphi Internet, where he began working at the help desk. Delphi Internet was competing with AOL and CompuServe at the time. Recounting his earlier involvement in IT, Martin states that “NCSA Mosaic was the first browser I worked with.” However, it certainly would not be the last browser he worked with. He rapidly progressed from the help desk to IT Manager, reporting to the VP of Operations.
An IT Provider then hired Martin to spearhead their engineering organization and services. Unfortunately, that provider would close their business. However, this was not the end of Martin’s IT journey. He states that “when that IT Provider closed its doors, I started Citara Systems.” For Martin, what might seem like a dead end is quite the opposite. Instead, it is an opportunity to think outside of the box and create something novel.
Until recently, Martin focused on service delivery for his client base. Now, Martin’s role has shifted to expanding Citara Systems. Martin focuses on helping and educating those who are struggling with their technology or service provider. Martin’s diligence is exemplified when he states that “even if they aren’t doing or going to be doing business with us – I want to help.”
For Citara Systems, Martin focuses on hiring people who are motivated to grow, learn, improve continuously, and are completely customer focused. According to Martin, his employees know that they have a lot of latitude to learn and focus on specific technologies and services they provide, and that it is crucial to grow their role in the company as the company itself grows. “This is consistently discussed and emphasized,” Martin adds.
As a leader, Martin derives his motivation from the personal satisfaction of helping a business who are dissatisfied with their current IT situation. “Once we take over and correct whatever is going on, their apparent relief and smile is what motivates me,” he says. “We are here, so now they can go about their business.”
Growth and Vision for the Future
Growth at Citara has been steady – initially relying solely on word of mouth. About two years ago, a sales and marketing campaign was initiated. Martin states that over the past two years, there has been a 45% growth in business.
Citara Systems will continue to focus on IT security and expanding its expertise and services in IT Compliance. “We are committed to educating customers about the risks they face and how we can assist them in effectively mitigating those threats,” Martin proudly states.
