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MSP Earns Customer Trust With Network Insights from Auvik
Technology Category
- Networks & Connectivity - Network Management & Analysis Software
Applicable Industries
- Professional Service
Applicable Functions
- Business Operation
Use Cases
- Remote Asset Management
- Root Cause Analysis & Diagnosis
Services
- System Integration
The Challenge
ITque, a full-service outsourced IT company, was facing the challenge of managing its growing client base without increasing the number of technicians. The company aimed to achieve 65% revenue growth in 2016 by creating streamlined processes and repeatable outcomes. However, the biggest challenge was triaging support issues, funnelling them to the appropriate level of troubleshooting in the fastest amount of time, then solving the issues quickly. Traditional customer complaints about network slowness were particularly challenging to address.
About The Customer
ITque is a full-service outsourced IT company that has been serving small and mid-sized businesses in Silicon Valley since 2011. The company has five technicians, including DJ Forman, the co-founder and CTO. ITque serves about 90 clients, with approximately 80% of the work being in managed services and the rest in project work. The company's goal for 2016 was to achieve 65% revenue growth by creating streamlined processes and repeatable outcomes in all aspects of the business.
The Solution
To address the challenge, ITque implemented Auvik, a network management tool. Auvik helped ITque in quickly identifying and resolving network issues, thereby improving the efficiency of their technicians. The tool provided detailed and technical insights, yet was intuitive enough to visualize very specific information and troubleshoot complicated routing issues quickly. In one instance, Auvik helped ITque identify that a client's issue was not network-based as initially thought, but was due to a rogue anti-virus agent installed on the client’s servers. This insight saved the client months of unsuccessful troubleshooting.
Operational Impact
Quantitative Benefit
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