N‑central allows Accurate Networks to proactively manage customer environments
Challenge
With the world of running IT for SMBs changing rapidly, Accurate Networks needed a solution that would help them shift their offering to more proactive services. Find out how N‑central is helping them manage this change.
Results
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tickets per month*
About Accurate Networks
Accurate Network Services Inc. is a managed services provider (MSP) and full-service IT support company located in both Edmonton and Calgary, AB, Canada. The company is focused on delivering practical IT solutions for small and medium-sized businesses.
As a leader in service excellence, Accurate Networks helps to maximize human potential with technology by effortlessly translating business needs into efficient IT solutions. The company has been an N‑able partner for more than 10 years and is currently managing approximately 5,000 endpoints across 300 customers.
N‑central has been one of the best investments we’ve made. Being able to automate a significant number of our daily tasks has really helped streamline what we do for our customers—especially being a small and agile team.
Booker Zaytsoff Director of Professional Services, Accurate Networks
Challenge
The real world of running IT for small to medium businesses has changed. Years ago, IT was focused on break-fix. Customers wanted to have someone to call when something wasn’t working—and they wanted it fixed quickly. As the demand has shifted to a fully managed model, simplifying the chaos of modern enterprise IT is one of the major challenges facing MSPs.
Booker Zaytsoff, Director of Professional Services at Accurate Networks, points out that, “Today customers want a proactive approach to IT service and management. N‑central allows us to sell proactive services like remote monitoring and management to customers while also hunting out and fixing problems before they become issues for the end user.”
Resultate
Tech Efficiency
The N‑central platform is an essential component to Accurate Networks’ one-person network operations center (NOC), as it allows them to quickly respond to alerts while the two full-time cybersecurity professionals are 100% in the platform handling tool deployments, reporting, and auditing. “We have a relatively small number of proactive staff because N‑central does a lot of the work for us and this enables us to operate efficiently without adding headcount,” explains Zaytsoff.
Greater Visibility and Convenience
With the N‑central platform, the team can easily view their customers’ entire IT infrastructures from a central dashboard. If something needs attention, N‑central provides a single source of truth about the customer environment. By looking at the dashboard and noting the issue, the team can quickly investigate and remediate the problem.
“It’s really a single pane of glass that integrates with our document management system. So, when we need to look up information for our client environments, N‑central is the one place that we go,” says Zaytsoff.
Automation
Using N‑central monitoring capabilities and its ability to automate ticket creation on event failures has been a large factor in saving time for the Accurate Networks team. Currently, the team clears an average of 4,000 tickets per month. Zaytsoff estimates that leveraging N‑central scripts and automation enables them to save 4-6 hours of time per week. Some custom scripting has also allowed the team to troubleshoot and get to the root cause of issues more efficiently.
“Being able to manage and monitor our customers’ environments 24/7 leveraging N‑central’s automation capabilities is a huge time saver for us and allows us to provide them with better service around the clock,” Zaytsoff stated.
Zero Touch Agent Deployment
Zero touch agent deployment through N‑central allows Accurate Networks to onboard a customer quickly and efficiently by putting a probe in the client environment and giving it the credentials it needs to disperse itself out across the network.
Zaytsoff states, “We’re not going machine by machine or using another tool to deploy our onboarding process. Using N‑central, it’s not labor-intensive to onboard a customer. I’ve worked with other tools where that wasn’t the case. They required way more hands, and onsite presence. With N‑central we can just roll it out remotely and onboard a client really in a day.”
Reporting
Using the reporting feature, Accurate Networks keeps an inventory of hardware that is coming up for warranty renewal or replacement. By showing the customer a report of their environment during a quarterly business review they can plan ahead for what machines need to be replaced. This not only keeps the customer up-to-date on their equipment, but also benefits Accurate Networks financially as they can sell them the new hardware.