Company: The Support Store
Location: London, UK
Industry: IT Support Solutions
Product in use: GFI MAX RemoteManagement™
The Support Store© specializes in delivering cost-effective Information Technology support solutions to small and medium sized businesses based in London and the South East. A Microsoft Certified Partner since 2000, The Support Store has received industry recognition for its network infrastructure solutions, advanced infrastructure solutions, knowledge worker competency and EHS specialty.
Founded in 2000, The Support Store provides a complete portfolio of IT operation, security, applications and maintenance services. ”We act as a trusted advisor to SMBs wishing to gain control over the cost and complexity of their IT by providing the best IT products and services for their needs at a price they can afford,” explains The Support Store Managing Director, Rod Reed.
“Our experienced support engineers act as a single point of contact to deal with all IT issues, allowing clients to continue working without having to waste time worrying about computer problems.”
The Support Store previously used a well-known company to monitor its clients’ servers but they found them very difficult to use. “They were over complex and not totally integrated. We found whenever we got a handle on how to use it, they changed the user interface,” explained Reed. “We wanted a solution to eliminate the complexity, whilst putting the power back in the hands of our technical staff where it belongs.”
Reed first trialed GFI MAX RemoteManagement in 2004, immediately realizing its significant benefits. “GFI MAX RemoteManagement enabled us to significantly shorten, and in many cases eliminate, client downtime; endearing us to our clients,” commented Reed. “It has also allowed us to offer unlimited support contracts, safe in the knowledge that we will not be caught out by issues that are avoidable with good reporting.”
GFI MAX RemoteManagement is a systems monitoring, asset tracking and client reporting toolset designed especially for IT support companies and managed service providers. Written from the ground up to be easy to use and quick to install, GFI MAX RemoteManagement allows support companies to monitor all of the ‘live’ IT at their customers’ sites, offering proactive alerting to issues relating to disk space, backup, failed RAID disks, website downtime, AV updates and more.
Reed and his team go through the alerts generated on the GFI MAX RemoteManagement dashboard first thing in the morning with the resulting ‘trouble tickets’ distributed to the engineers to investigate, whilst the client is informed that they are rectifying the problem, even if they are not aware of anything being wrong with their server. Once the engineer has rectified the problem, the ticket is closed, the client updated and the alert cleared from the dashboard.
The Support Store’s field engineers are also able to view alerts on the mini-dash view on their mobile phones whilst on the road and through a web browser, can launch a remote client session on any customer server without even having to remember the login details.
The Support Store re-badged GFI MAX RemoteManagement as its own, calling it MonITor. Within a matter of months numerous customer sites were relying on its monitoring technology to ensure maximum critical server uptime. “GFI MAX RemoteManagement has provided us with an additional monthly revenue stream and better aligned us with our customers by allowing us to start thinking from their perspective and get on the same side of the table.”
The Support Store takes advantage of GFI MAX RemoteManagement's asset tracking capabilities to provide a fully integrated ordering process. “If a new part is required, we look at the asset tracking information in order to identify which part is needed, then click on the vendor listed on the dashboard to get straight through to their online ordering system,” explained Reed.
“We have been particularly impressed with GFI MAX RemoteManagement's can-do attitude and focus on its core solution. We were promised a comprehensive list of new features in a continuous development cycle and this has been delivered through adding useful and relevant functionality rather than a tick list of obscure features I would never use,” enthused Reed.
“GFI MAX RemoteManagement allows me to keep one step ahead of my clients and a handle on my engineers. Taking only ten minutes to set up, we don’t have to sink in time and resources to install GFI MAX RemoteManagement on our client’s servers; simply anyone on the team can do it.”
“We’re very pleased to be associated with innovative and progressive IT support companies like The Support Store,” said GFI MAX RemoteManagement General Manager Doug Wilson. “We work with thousands of similar support companies who buy in to the ‘no bull’ simplified nature of GFI MAX RemoteManagement that lets them start monitoring clients systems, obtain inventory reports and deliver own brand client reports in just 10 minutes.”
For more information on GFI MAX RemoteManagement please visit http://www.gfi.com/it-managed-services-software
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