Auvik Case Studies MSP Earns Customer Trust With Network Insights from Auvik

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	MSP Earns Customer Trust With Network Insights from Auvik Auvik

MSP Earns Customer Trust With Network Insights from Auvik

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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 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.

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.

Impact #1	Auvik helped ITque in quickly identifying and resolving network issues, thereby improving the efficiency of their technicians.
Impact #2	Auvik provided detailed and technical insights, yet was intuitive enough to visualize very specific information and troubleshoot complicated routing issues quickly.
Impact #3	Auvik helped ITque save dozens, perhaps hundreds, of hours in troubleshooting time during the two-week evaluation phase alone.

Impact #1

Auvik helped ITque in quickly identifying and resolving network issues, thereby improving the efficiency of their technicians.

Impact #2

Auvik provided detailed and technical insights, yet was intuitive enough to visualize very specific information and troubleshoot complicated routing issues quickly.

Impact #3

Auvik helped ITque save dozens, perhaps hundreds, of hours in troubleshooting time during the two-week evaluation phase alone.

Benefit #1	Auvik saved ITque dozens, perhaps hundreds, of hours in troubleshooting time during the two-week evaluation phase alone.

Benefit #1

Auvik saved ITque dozens, perhaps hundreds, of hours in troubleshooting time during the two-week evaluation phase alone.

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Overview

MSP Earns Customer Trust With Network Insights from Auvik

Operational Impact

Quantitative Benefit