Case Study

MSP Helps Customer Manage Disparate Systems With New RMM Solution

Remote Monitoring And Management RMM Reviews Part 2

Based in Houston, Mark III Systems has grown from a one-woman enterprise founded by Leslie Powell in 1995 to a large, multi-disciplinary solutions provider serving small-to-medium businesses (SMBs) and enterprises worldwide. Providing full stack enterprise-class servers, storage, networking products, and managed services, the company’s dedication to customer satisfaction and their specialized requirements has resulted in continued relationships with nearly every customer they have worked with since inception.

“We follow our customers’ needs. Our customer requirements drive how we grow, reshape, and transform our business,” explains Chris Bogan, Alliances and Business Development.

THE CHALLENGE

Chris and his team continually need full visibility into their customers’ IT environments to address IT issues and potential security needs before they arise, while at the same time manage a growing number of disparate systems, applications, and end-user devices. This became even more critical when Mark III Systems started a new business line dedicated to machine learning and end-user experience that included managed services.

“Many of our customers have applications that they have built or modified and these all have different dependencies and policies. We need the continual ability to look at the customer as a whole – what are the users doing, when are applications being used, what happens to the network at different times of the day, and many other factors – and then determine how best to manage and automate delivery of our managed services to protect their businesses.”

THE SOLUTION

While not actively looking for a remote monitoring and management (RMM) solution, that soon changed for the Mark III Systems team. Says Chris, “We literally tripped over Managed Workplace at an Ingram Cloud event and we immediately saw its potential for our user base. We don’t sell anything until our engineers sign on so after our team thoroughly tested it for 6-9 months, we were happy with the results and started deploying it.”

An AVG-Avast partner now for the past two years, Mark III Systems is using Managed Workplace to set, enforce, and report on policy management for all applications on their customers’ end user networks. The team relies on Managed Workplace for remote management, automation, policy management and enforcement, customization, and report generation.

“Managed Workplace is more holistic than other tools. For example, we can immediately see all iPhone and Android devices, laptops, networks, servers, and storage. We can see any holes in security or networking and also pinpoint applications that are misbehaving or users who are. Managed Workplace does a much better job of finding all of these things. We depend on Managed Workplace to give us the whole picture.”

“We also use Managed Workplace for our user experience workshops and can run these remotely. We host these for any of our customers’ end users and can quickly identify areas of improvement through the solution’s assessment, monitoring, and reporting capabilities.”

THE RESULTS

According to Chris, his team is working more proactively and efficiently using Managed Workplace. “Managed Workplace has enabled us to automate our work and save team time. We have reduced customer support calls, improved our work with customers, and are driving higher customer satisfaction.”

Managed Workplace has also helped Mark III Systems secure new business. Chris adds, “Most of our accounts have come from being able to show end users a snapshot of their environments. We have access to additional Managed Workplace licenses and can use these to provide a full picture to prospects. This year, we secured four new customers using Managed Workplace and they are all using the solution.”