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WHITE LABEL NOC & HELPDESK SOLUTION FOR A MANAGED SERVICE PROVIDER

Client

A Leading Managed Service Provider from Texas USA


Challenges:

Customer was looking out for 24/7 NOC support services provider who has expertise in RMM tool “ConnectWise Automate” to manage their IT assets. They were also facing challenges to monitor and manage mission critical backups for their Financial sector customers after Business hours. Another problem which cornered them was handling of high-volume of tickets.


Business Requirement

  • 24/7 Premium NOC support by using their CW Automate RMM.
  • After hours support to monitor and manage mission critical backups for their Financial sector customers.
  • One Dedicated Helpdesk technician to handle over flow tickets.
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Solutions: NOC & Help Desk services

Eynetech NOC POD was assigned to monitor and manage customer servers & networks for 24/7. 2 Full time Dedicated Techs were working exclusively for the Business and afterhours coverage to counter initial problem. Together the team were able to manage 600 servers, 3000 desktops and 400 tickets per month to turn his operational concern into excellence.


Business Impact:

  • Through Eynetech solution, customer was able to optimize their cost up to 60%.
  • Through our Helpdesk Engineer, customer was able to see a drastic fall of tickets by 50%
  • Onsite Engineers were able to concentrate more on Customer support than dealing with routine health and backup alerts.
  • We were able to handle Patches on-time for 3000+ devices.
  • Achieved complex Backup integrity demanded by MSPs’ customers.

Technologies and tools

  • RMM: ConnectWise Automate
  • RMM: Solarwinds MSP
  • Ticketing: ConnectWise Manage
  • Password Management: Solarwinds Passportal
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