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REMOTE STAFFING FOR AN MSP SERVICE PROVIDER

Client

A 501 award winning MSP service provider in the US


Challenges:

The client was facing problem with the remote staff from their existing offshore vendor where they employed L1 & L2 support and their quality of service was below standards as they were not providing basic support service to solve the issues. Cost of the service was another factor for them to look out for a true partner who can understand their need and address it accordingly.

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Solutions:

Eynetech provided L1 & L3 tech support at fraction of the cost to address clients' challenges posed by their prior partner. We solved every issues from L1 to L3 which enabled our client to focus more on customer centric issues rather than technical challenges. Our engagement led them to execute IT infrastructure projects seamlessly without adding any extra cost.


Business Impact:

  • Turnaround time of solving a ticket was drastically increased 2 times faster
  • We created a greater cost impact for the client by reducing their costing by 60% compared to their earlier vendor
  • Through our proactive measures, we helped the client to mitigate any problem beforehand which helped us to gain their confidence which resulted in expanding the scope of our engagement by letting us handle their NOC support services

Technologies and tools

  • RMM: Continuum IT Management Platform
  • Backup: Datto
  • Documentation: ITBoost ConnectWise Solutions
  • Password Management: KeePass Password Safe
  • Ticketing: ConnectWise Manage
  • Anti-Virus: Webroot Smarter CyberSecurity, SentinalOne
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