Case Study: JP Merc & Co.
The Challenge
Joseph Mercadante, Owner of JP Merc & Co, recalls "when we were an early stage managed services provider, we focused on stabilizing and gaining efficiencies on backend systems. Our maturity in this market has forged a new frontier for us: gain control at the desktop level. Viewfinity's suite of cloud-delivered desktop remediation features, including its advanced troubleshooting capabilities and ability to deploy to remote environments, offers us the desktop-level control and mobile worker reach we need, translating into value-add for our clients."
As a managed service provider offering unlimited IT support for small to medium size enterprises, the goal of JP Merc and Co. is to provide exceptional IT services while juggling multiple customers with any number of desktop and application configurations. At our present growth rate, we expect to be managing more than 2000 desktops by 2010 year-end. As a mature player in this market, our early stage focus on back-end systems is now under control with efficient and reliable processes and tools. Our new frontier is to maximize efficiencies at the desktop-level, and the tools we had in place weren't targeting the challenges that present at the PC level.
Today our user-base is savvy and productivity driven. Other than emergency situations, they expect us to provide services at their convenience, which required unattended remote access capabilities at the desktop level. To support our SLA's and business model, it is of the utmost importance that we have a reliable, responsive method for remotely supporting our clients with the least amount of on-site technical support.
The Solution
Initially it was Viewfinity's ability to access remote, unattended desktops that caught our attention. As we dug into the product, we found that Viewfinity offered an entire suite of desktop remediation features, via a cloud-computing platform. Mostly all software deployment, asset management, troubleshooting, user policies, including power management, and more could be handled from our offices. With the cloud model, the moment any of our customers connected to the internet, regardless of their location, we are able to manage and control their PC.
The control we now have at the desktop level has boosted both our revenue and client satisfaction in a most beneficial way, allowing us to meet our SLA's without the expense of having to always roll a truck to load software applications, troubleshoot customer problems, perform software and hardware inventories, and other IT services.
The Results
The ease of use and cost-effectiveness of Viewfinity Systems Management solution has afforded us control at the desktop level. We are equipped with instant, secure, unattended access to our remote clients, in a simple to use manner, saving us both time and money. The client is able to get service when the need arises, minimizing downtime for them and removing the travel time and scheduling element.
The Viewfinity System Management has allowed us to offer our customers proven, quality, behind the scenes, IT staff at a fraction of the cost of implementing an actual IT Department. Our ROI was immediately noticed in the time savings of not having to provide desk-side visits but by providing virtual managed services that are not only cost effective, but offer information technology expertise that small to medium size companies require to remain competitive.