Building Trust Through Innovation: Massey Services Optimizes Agile Operations for Seamless Service and Safer Communities

Running a pest prevention and lawn care company with over 190 service centers is no walk in the park. For Massey Services, it’s a mission driven by creativity and innovation. Founded in 1985, this Florida-based company didn’t just follow the industry standards — they set them. “Our founder, Harvey Massey, pioneered the concept of pest prevention. Prior to that, people used pest control,” says Adam Scheinberg, VP of IT at Massey Services, highlighting their proactive approach to addressing pest threats before they enter homes.

Their mission is to build long-term, trusting relationships with their customers by providing innovative and effective services. “We’d like to believe that when somebody sees a Massey truck in front of a home, they know the house is free of pests, has a healthy, beautiful lawn, and the home is protected from termites — all by a company that stands behind their total customer satisfaction guarantee,” Adam continues.

Storm-proof connectivity against IT disruptions

Beneath the bustling operations of Massey Services lay a tangled web of IT challenges that threatened to disrupt their efficiency.

Managing data from phones, tablets, and service centers required a robust infrastructure for real-time updates in their customer relationship management system (CRM). Disruption in connectivity impacted overall operations, especially during frequent storms and hurricanes in the southeast and Texas. “The flooding due to the storms could really impact the ability for us to serve our customers,” says Howard Marquardt, Director of IT Infrastructure at Massey Services. Ensuring reliable connectivity during these events was a constant battle. “If we have a site that has a network down, it’s bad.” Network downtime forced office managers and customer care teams to revert to manual processes, halting their operations.

Security concerns loomed large, as protecting the information of team members and customers was paramount. “All of our technology solutions start and end with security,” says Adam. “We live in a world where information is frequently stolen and targeted, and it’s our responsibility to protect it.”

Amid these challenges, Massey Services was also racing to complete their cloud transition by the end of the year. This new infrastructure was crucial to ensuring seamless connectivity and security, making the cloud transition an urgent priority.

Innovating with confidence: A bond of trust and reliability

Massey Services has built a long-standing relationship with Lumen based on trust and reliability. “Over the last few years, we’ve really worked to strengthen the infrastructure of the network,” says Howard. When they faced IT challenges, Lumen quickly stepped in with a comprehensive solution that included access, implementation, and managed Software-Defined Wide Area Network (SD-WAN) services.

Initially, Massey Services used Lumen® Multiprotocol Label Switching (MPLS) service as a high-performance networking solution. “Essentially all of our data crosses Lumen at some point,” says Howard. “That connection is really what’s important to our field.” Transitioning to Dedicated Internet Access (DIA) significantly increased bandwidth, allowing Massey Services to handle the high volume of data efficiently.

Massey Services also leveraged the Lumen^® Managed SD-WAN solution. “Over the years, we moved into different versions of our SD-WAN. Now, we are on what we call SD-WAN version 2.0, with the Aruba gear,” says Howard. The partnership with Fujitsu as the delivery partner ensured a seamless implementation of the Aruba SD-WAN solution, which deploys multiple internet connections from different providers to ensure reliable connectivity and minimize downtime. This solution provides seamless communication and access to real-time data for their service technicians, even during adverse weather conditions. “Without Lumen’s reliability and stability, we would not be able to do that,” says Howard.

Unleashing new potential with IT transformation

With a comprehensive suite of solutions, Massey Services squashed their IT bugs and emerged stronger, faster, and more connected. “I’m very, very happy with the progress of the SD-WAN project and the DIA upgrades. This is a real win for us. Lumen really buckled down and helped us get this over the finish line,” says Adam.

Here are some key benefits of the improvements:

• Enhanced Connectivity and Reliability: The managed SD-WAN solution improved network reliability, reduced downtime, and lowered costs, providing efficient operations across all locations.
• Increased Bandwidth and Performance: The conversion to DIA improved reliability, increased bandwidth, and boosted overall network performance and user experience.
• Scalability and Quick Deployment: The scalable IT infrastructure allowed Massey Services to quickly integrate new locations, supporting their growth and expansion.
• Enhanced Security: The partnership with Lumen includes trusted VPN circuits, an SD-WAN network that secures traffic across the internet, and private lines to keep data safe.

Looking ahead, Massey Services is considering adopting Secure Access Service Edge (SASE) to enhance their network security and performance. SASE combines network security with WAN capabilities to support the dynamic, secure access needs of modern organizations. “We believe the future is in private, brokered connections between our people and our data wherever it lies,” says Adam. “It’s our responsibility to protect all the information that belongs to our team members and to our customers.”

Massey Services is also exploring AI to further enhance operations and empower their team. “Not only does AI help us serve our customers better with both data and information, but it also helps our team members grow and further their own careers,” says Adam. “Our focus is on our people. By giving them the best tools, we can always provide the best solutions for our customers.” Embracing AI is a strategic move to stay ahead in the competitive landscape and meet evolving customer needs.

Collective excellence: Catalyzing business and community success

Massey Services is driving business growth and community impact through their innovative collaboration with Lumen. “Lumen has been a great partner with us,” says Howard. “As we progress and grow, we look forward to working with them to offer our team better solutions and better ways for them to be productive.”

As Massey Services continues to grow, they remain dedicated to building long-term, trusting relationships with their customers and partners. Lumen is one of the many valued partners that Massey appreciates for their shared commitment to innovation and creativity. “We’ve been a Lumen customer for a long time, and I expect us to continue to be one well into the future,” says Adam.

At their core, Massey Services is deeply committed to their people and community. By providing safety and security to homes, neighborhoods, and organizations, Massey Services is creating a lasting legacy that will inspire future generations. “Not every kid grows up thinking ‘I want to be the pest guy.’ It’s important for us to differentiate ourselves and be more than that,” Adam says. With every home they protect, they are building a foundation of trust and excellence that will stand the test of time.

To learn more about Massey Services’ transformation, read the full customer success story.

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