Case Study - itGenius Australia

Company: itGenius Australia
Location: NSW, Australia
Industry: IT Support & Consulting
Number of employees: 4
Product in use: GFI MAX RemoteManagement™

Quick Read

itGenius Australia are a Sydney-based business that provide Business IT Support and Consulting to Small and Medium-sized Businesses (SMBs). They required an affordable, yet advanced, monitoring system to provide a better service to their clients. They tried several products; however, none of them provided the company with the functionality that they were looking for. They then tried GFI MAX RemoteManagement which had the functionality that they were looking for and they therefore implemented the system into their operations.

Challenges

"itGenius Australia provide pro-active system maintenance and advanced network monitoring. We also provide systems integration services, server installation and web hosting services. We work with business owners to provide affordable, reliable, proactive IT support," explained owner, Peter Moriarty.

The company felt "the need for a more advanced monitoring system that didn't break the bank or require a high number of monitored users for entry into the product" - which led them to implement a hosted solution like GFI MAX RemoteManagement.

itGenius Australia have three main primary services to their clients: consolidation, maintenance and future upgrades & planning. In order to achieve these goals and provide their clients with a professional and in-depth service they wanted a system that would help them without being too costly.

"We tested other competitor systems, and found them all to be either too expensive or limited in functionality. While other systems required us to have thousands of users before we could start off, GFI MAX RemoteManagement allowed us to use only what we needed according to the number of clients that we have," said Mr. Moriarty.

"The reasonable cost of GFI MAX RemoteManagement meant that we could achieve our target of providing free, basic proactive monitoring to all of our clients. This is an important part of our business vision: to ensure IT Systems complement, not complicate, our clients' business processes. We bear the very small cost of GFI MAX RemoteManagement and our clients are provided with basic proactive monitoring for free!"

Implementation

"We considered other products (mainly targeted at MSPs) such as Kaseya; however they required a very large customer base set up on contracts. They also did not provide any affordable options for businesses like us who provide clients with support agreements with ongoing monitoring and support, without the costs of a fully-managed service. Some of our customers are either ad-hoc, or purchase support in pre-paid packages, and we want to make sure they receive efficient proactive monitoring as part of our service to them," he added.

Having had unfavourable experiences with other products, the company trialled GFI MAX RemoteManagement for which there are no contracts or minimum requirements and is available on a pay-as-you-go system.

"We have been testing it with a few of our clients for a couple of weeks now and we have become so accustomed to its simplicity and helpful feature set that we have begun rolling it out to all of our clients. We have been particularly impressed with the feature set, including the instant connection to a new client's PC and options for group policy-based software rollout. Take Control is also a fantastic way to instantly connect to a system that requires attention, and includes extra support features such as file transfers that make support a breeze."

"After installing GFI on a select few clients' systems our support efforts were taken to a new standard. We now see small problems dealt with in advance rather than waiting for them to escalate into bigger problems before we can take any action," said Mr. Moriarty.

Benefits

"GFI MAX RemoteManagement has helped secure multiple new clients based on the proactive monitoring and reporting features of the system. We are also signing more customers for our 'Support Saver' IT Support Cap Plans," Mr. Moriarty explained.

GFI MAX RemoteManagement helps to align the company's services according to the customers' needs and severity of the matter. Moreover it proved to be an efficient and cost-effective solution for the company.

"We are now able to move our business model to a proactive support role in our clients' businesses, rather than the traditional break-fix model. GFI MAX RemoteManagement is helping us achieve our goal of providing high-quality, affordable IT support to small and medium-sized enterprises around Australia, using tools and processes usually reserved for high-end support companies."

"GFI MAX RemoteManagement gives us a clear overview of what issues need to be addressed across our vast customer base. We are able to instantly determine the severity of a reported issue, unobtrusively generate reports of recent trends of that particular system's health - and if need be, instantly connect to the system to provide support. GFI MAX RemoteManagement is the ultimate toolkit for an IT Support business that wants to focus on providing quality, efficient service to its client base - without the fuss. Furthermore we are impressed with the pay-for-what-you-use model as it fits our business perfectly."

Apart from itGenius Australia noticing the positive impact that GFI MAX RemoteManagement had on their business operations, their clients also saw a marked change: "New clients are connected to easily, and existing clients have been appreciative of the extra level of support."

Target Reached

Our target was to find an affordable monitoring solution that was flexible enough to suit multiple client types and service offerings. We are now able to provide much more efficient, proactive support to our client base. We are very happy with the product overall."

Links

For more information about GFI MAX RemoteManagement visit http://www.gfi.com/it-managed-services-software. Download your free trial version of the software http://www.gfi.com/app/max/max-trial/en/.

^{September 2010}