Ryan Van Laeys: An exceptional 99.9% client retention rate over the past two decades is a testament to our strategic approach to client relationships and service excellence

April 29, 2024
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What is rivell exactly? what does it do and how did it start?

Rivell is a Managed Services Provider (MSP) based in Sewell, New Jersey, offering a comprehensive suite of IT services tailored to a wide range of organizations. Our services include IT Audit and Assessment, Managed IT Services, Cybersecurity Solutions, Cloud Services, Access Control, Video Surveillance, A/V Solutions, Network Setup and Management, Data Backup and Recovery, VoIP Services, and Helpdesk Support, along with Hardware and Software Procurement.

Founded over 20 years ago by Ryan Van Laeys, Rivell was established to fill a critical gap in the IT sector. Ryan noticed that both small entities lacking the resources for a full-time IT department and larger organizations seeking external insights into their IT operations could benefit significantly from specialized IT services. This observation led to the creation of Rivell, which has grown into a robust service provider maintaining a 99% client retention rate due to its consistent performance and client-focused service delivery.

Rivell has maintained an impressive 99.9% client retention rate over two decades. Could you share some insights into the strategies that have enabled such strong client relationships?

Rivell’s exceptional 99.9% client retention rate over the past two decades is a testament to our strategic approach to client relationships and service excellence. Here are several key strategies that have contributed to our success:

Personalized Service Approach: We understand that each client has unique needs and challenges. Our approach involves creating customized IT solutions that align precisely with the specific requirements of each client, whether they’re small businesses, school districts, law firms, or healthcare providers.

Proactive Support and Maintenance: Rather than just reacting to issues as they occur, we focus on preventing problems before they happen. Our proactive maintenance and monitoring services help ensure that our clients’ IT systems operate smoothly and reliably, minimizing downtime and disruptions.

Regular IT Audits and Assessments: By conducting thorough IT audits and assessments, we stay ahead of potential vulnerabilities and performance issues. This not only helps in optimizing the IT infrastructure but also in building trust with our clients, as they see our commitment to their operational integrity.

Clear Communication: We maintain open lines of communication with our clients, ensuring they are informed and comfortable with all aspects of the services we provide. Regular updates, easy-to-understand explanations, and transparent reporting are core to our client interactions.

Continuous Improvement: The IT landscape is ever evolving, and so are our services. We continually adapt and update our offerings to include the latest technologies and best practices, ensuring our clients benefit from cutting-edge solutions.

Strong After-Sales Support: Our relationship with clients doesn’t end at the deployment of solutions; we ensure robust after-sales support. Our helpdesk is staffed with knowledgeable and responsive professionals ready to assist with any issues that may arise

These strategies, centered around client satisfaction and service reliability, are key to maintaining long-lasting relationships and a high retention rate at Rivell.

With Rivell offering a broad range of services, from cybersecurity to cloud hosting and VoIP services, how do you ensure the integration of these services to provide a comprehensive solution to your clients?

At Rivell, ensuring the seamless integration of our diverse services to deliver a comprehensive solution is central to our approach. Here’s how we achieve this:

Unified Service Framework: We have developed a unified framework that allows for the integration of various IT services from cybersecurity to cloud services and VoIP. This framework is designed to ensure that each component of our service suite complements and enhances the others, delivering a cohesive IT ecosystem to our clients.

Expert Team Coordination: Our teams across different specialties work closely together under coordinated project management practices. This collaboration ensures that the implementation of one service (like network setup) aligns perfectly with others (such as cybersecurity measures and VoIP services).

Customized Integration Plans: We understand that each client’s needs are unique. Therefore, we create customized integration plans that address specific business requirements, ensuring that all IT components work seamlessly together to support clients’ business goals effectively.

Advanced Technological Tools: We employ advanced tools and platforms that facilitate the integration of various services. These tools ensure that data flows smoothly across systems, and that the management of different services can be conducted on unified interfaces, reducing complexity for our clients.

Continuous Monitoring and Updates: After integrating our services, we continuously monitor their performance as a combined suite. This helps us identify and address any issues that might arise from the integration, and also to make updates that enhance functionality and security.

Training and Support: We provide comprehensive training and ongoing support to our clients, ensuring that they can effectively use and manage the integrated solutions we provide. This not only helps in optimizing the use of the services but also ensures clients feel confident in their IT infrastructure.

By focusing on these areas, Rivell is able to integrate diverse IT services into a streamlined, effective solution that meets the complex needs of our clients, enhancing their productivity and security.

Considering the rapid advancements in IT and cybersecurity, how does Rivell stay ahead of the curve in terms of adopting new technologies and methodologies?

Staying ahead of the curve in the rapidly evolving fields of IT and cybersecurity is crucial for Rivell. Here’s how we ensure we remain at the forefront:

Continuous Learning and Development: We invest heavily in continuous education and training for our team. This includes attending industry conferences, participating in specialized training programs, and obtaining certifications in the latest IT and cybersecurity technologies and methodologies.

Partnerships with Technology Leaders: Rivell maintains strong partnerships with leading technology providers. These relationships give us early access to new tools, technologies, and insights about emerging trends, enabling us to integrate cutting-edge solutions into our service offerings.

R&D and Innovation Labs: We operate a dedicated research and development unit that focuses on testing and adopting new technologies. This proactive approach allows us to evaluate the potential and effectiveness of new solutions in a controlled environment before rolling them out to our clients.

Client Feedback Mechanism: Feedback from our clients is invaluable. We actively seek their insights on what works well and their emerging needs. This direct line of communication helps us adapt our services and integrate new technologies that solve real-world problems.

Strategic IT Roadmaps: For both Rivell and our clients, we develop strategic IT roadmaps that anticipate future needs and technology shifts. This planning includes scalability, security, and the integration of new technologies over time, ensuring we are always prepared for the next step.

Adaptive Security Practices: In cybersecurity, staying ahead means being prepared to rapidly respond to new threats. We continually update our security practices and tools to counter emerging threats and ensure robust defense mechanisms are in place for our clients.

By prioritizing these strategies, Rivell not only keeps pace with technological advancements but often leads the way in implementing innovative solutions that set new standards in IT services and cybersecurity.

Rivell has a notable focus on various sectors including healthcare, fintech, and government. Can you discuss any specific challenges and successes in providing tailored IT solutions to such diverse industries?

Rivell’s engagement with diverse sectors like healthcare, fintech, and government   presents unique challenges and opportunities, leading to tailored IT solutions that address specific industry needs. Here are some insights into the challenges and successes in these areas:


Challenges: Healthcare institutions require stringent compliance with regulations such as HIPAA in the US, necessitating robust data protection and privacy measures. The need for 24/7 availability of systems and rapid access to large volumes of sensitive data also poses significant challenges.

Successes: We’ve successfully implemented comprehensive cybersecurity solutions that not only protect patient data but also ensure compliance with regulatory standards. Our managed IT services have also been instrumental in maintaining high availability and reliability of critical systems, reducing downtime and enhancing patient care.


Challenges: The fintech sector demands extremely high levels of data security and system integrity to protect against fraud and cyber-attacks. Additionally, the need for high-speed transactions and data processing requires robust, scalable IT infrastructures.

Successes: Rivell has excelled in delivering advanced cybersecurity measures tailored to the specific needs of fintech companies, including encryption and secure data storage solutions. We’ve also deployed cloud services that enhance scalability and performance, allowing our fintech clients to process transactions efficiently and reliably.


Challenges: Government agencies often face challenges related to legacy systems that need integration with newer technologies. Compliance with specific governmental regulations and ensuring data security are also major priorities.

Successes: Our team has adeptly handled complex integrations of new technologies with existing governmental IT infrastructures, facilitating improved service delivery without compromising on security. We’ve also tailored cloud solutions that comply with government standards, enabling better data management and accessibility.

Cross-Sector Successes

Across all sectors, Rivell has successfully managed to:
Develop and Implement Custom Solutions: By understanding the distinct requirements of each industry, Rivell has crafted IT solutions that not only meet the immediate needs but also scale with the growth of the organization.

Ensure Compliance and Security: Our solutions always prioritize industry-specific compliance and security measures to protect our clients against evolving threats.

Enhance Operational Efficiency: Through automation and optimized IT processes, we’ve significantly enhanced the operational efficiency of our clients, enabling them to focus more on their core activities.

In sum, Rivell’s ability to navigate the specific challenges of these diverse sectors while delivering tailored and effective IT solutions has been a key factor in our success and high client retention rate.

You’ve mentioned the importance of a proactive approach to IT management. Can you provide an example of how this approach has significantly benefited a client in a critical situation?

A proactive approach to IT management is central to our philosophy at Rivell, and it has demonstrated its value in numerous instances. One particularly compelling example involves a healthcare client who was facing significant challenges due to frequent system downtime and data accessibility issues, which were impacting patient care and operational efficiency.


Our client, a mid-sized healthcare provider, was experiencing regular disruptions in their electronic health record (EHR) system. These outages not only delayed patient care processes but also posed risks to data integrity and compliance with healthcare regulations.

Proactive Measures Taken:

1. IT Audit and Assessment: We began with a comprehensive IT audit to understand the root causes of the system instability. This audit revealed outdated hardware and insufficient backup solutions as primary concerns.

2. Infrastructure Upgrades: Based on our findings, we recommended and implemented upgrades to more robust, state-of-the-art hardware and introduced an updated network architecture designed for greater resilience and scalability.

3. Enhanced Data Backup and Recovery Solutions: We deployed an advanced data backup and recovery system that ensured data was continuously replicated in real-time. This minimized the risk of data loss and significantly reduced potential downtime during outages.

4. Regular Monitoring and Maintenance: To prevent future issues, we established a regime of continuous monitoring and regular maintenance checks, ensuring any potential problems were identified and addressed before they could impact the client’s operations.


Within weeks of implementing these changes, the client observed a dramatic reduction in system downtime. The new backup and recovery solutions provided them with the confidence that data integrity and accessibility were maintained at all times, even during minor system failures. Furthermore, the upgraded infrastructure improved the overall speed and responsiveness of their IT systems, enhancing both staff and patient satisfaction.

Long-term Benefits:

This proactive approach not only resolved the immediate issues but also set the client on a path toward more sustainable IT practices. The modernized infrastructure reduced the need for frequent repairs and downtime, leading to lower IT maintenance costs and higher operational efficiency.

Through this example, it’s evident how Rivell’s proactive IT management strategies can avert crises and create a more stable and efficient operational environment, ultimately benefiting both the provider and its patients.

Looking towards the future, where do you see Rivell in the next five years, particularly in terms of service expansion and technological advancements?

Looking ahead, Rivell aims to continue its trajectory of growth and innovation over the next five years, with a strong focus on expanding our services and integrating cutting-edge technologies to better serve our clients. Here’s a snapshot of our vision and strategic direction:

Service Expansion:

Geographical Expansion: We plan to broaden our reach by expanding into new geographic markets. This includes setting up operations in additional states or regions to provide more local, hands-on support to a broader range of clients.

Sector-Specific Solutions: Recognizing the unique challenges and opportunities in different industries, we intend to develop more specialized services tailored to sectors such as retail, manufacturing, and education, complementing our existing strengths in healthcare, fintech, and government services.

Enhanced Cybersecurity Offerings: As cyber threats evolve, so too will our cybersecurity services. We plan to incorporate AI-driven threat detection and response solutions, providing our clients with the most advanced defense mechanisms against cyber threats.

Technological Advancements:

Artificial Intelligence and Machine Learning: We aim to leverage AI and ML more extensively, particularly in predictive analytics for IT infrastructure management and personalized IT support services. This technology will enable us to anticipate issues before they arise and tailor solutions more closely to individual client needs.

Internet of Things (IoT) Integration: With the increasing adoption of IoT devices across industries, Rivell plans to integrate IoT management into our service offerings, ensuring our clients can fully leverage IoT technology in a secure, efficient manner.

Cloud Innovations: As cloud technologies continue to advance, we plan to enhance our cloud services, focusing on hybrid cloud solutions that offer greater flexibility and scalability for our clients. This includes partnerships with leading cloud providers to bring the latest cloud innovations to our service portfolio.

Sustainability Initiatives: Recognizing the importance of sustainability, Rivell will look to adopt more energy-efficient technologies and practices, helping not only to reduce our carbon footprint but also assisting our clients in achieving their environmental and sustainability goals.

Commitment to Excellence:

In all our expansions and innovations, our commitment to providing exceptional service and maintaining a high client retention rate will remain paramount. We will continue to invest in our team’s development and foster a culture of excellence and innovation.

Through these strategic initiatives, Rivell envisions not just growth but becoming a leader in redefining how IT services can drive business success and adaptability in an increasingly digital world.

Cybersecurity threats are evolving rapidly. What are some of the biggest challenges Rivell faces in this area, and what strategies are you implementing to overcome them?

The landscape of cybersecurity is indeed shifting rapidly, presenting a series of ongoing challenges. At Rivell, we face several key challenges in this area, and we have devised strategic measures to effectively address these concerns:

Challenges in Cybersecurity:

Evolving Threats: Cyber threats are becoming more sophisticated and frequent, ranging from ransomware attacks to advanced persistent threats (APTs), which target both large and small organizations indiscriminately.

Compliance Requirements: As different sectors expand their regulatory frameworks, staying compliant with various data protection laws (like GDPR, HIPAA, etc.) becomes increasingly complex.

Skill Shortages: There is a global shortage of skilled cybersecurity professionals, which makes it challenging to stay ahead of cybercriminals who are continually honing their techniques.

Integration of New Technologies: As businesses rapidly adopt new technologies like IoT, cloud computing, and AI, ensuring these are securely integrated poses significant challenges.

Strategies to Overcome Cybersecurity Challenges:

Advanced Threat Detection and Response Systems: We are investing in AI and machine learning-based security systems that can detect anomalies and potential threats more quickly and accurately than traditional methods. These tools can also predict and neutralize threats before they cause harm.

Continuous Compliance Monitoring: We employ automated tools to continuously monitor compliance with all relevant regulations. These tools are updated regularly to reflect the latest legal requirements and ensure that both Rivell and our clients remain compliant.

Investing in Talent and Training: To mitigate the skills gap, Rivell not only recruits top talent but also invests heavily in ongoing training and certification programs for our staff. This approach ensures that our team is well-versed in the latest cybersecurity strategies and technologies.

Secure Integration of Emerging Technologies: We implement robust security protocols from the outset when integrating new technologies. This includes conducting thorough risk assessments and employing best practices in cybersecurity to ensure that all new systems are secure and resilient.

Partnerships and Collaboration: Recognizing that cybersecurity is a field that benefits greatly from collaboration, we partner with other industry leaders and participate in shared threat intelligence networks. This helps us gain insights into emerging threats and defense mechanisms.

Enhanced Client Education and Support: We provide regular training and updates to our clients on the latest cyber threats and best practices. Educating clients is as crucial as implementing technical defenses, as human error remains a significant vulnerability.

By focusing on these strategies, Rivell is committed to not only defending against current cyber threats but also anticipating and preparing for future challenges in the cybersecurity landscape. This proactive and comprehensive approach ensures the security and trust of our clients in an increasingly digital world.

As a leader in the IT industry, what are some of the core values that you believe have contributed to Rivell’s long-standing success and customer satisfaction?

Rivell’s long-standing success and customer satisfaction are driven by core values such as innovation, customer-centricity, quality, integrity, teamwork, continuous improvement, and social responsibility. We prioritize listening to our customers, maintaining high standards of quality and integrity, fostering teamwork and collaboration, and staying ahead through innovation and continuous learning.

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