User Story: Expandable and Flexible Solutions for a Serial Entrepreneur-Formed Systems Integrator

An experienced serial entrepreneur formed a systems integrator and MSP servicing one of the highest population density cities in the world.

The Challenge

• High growth factors, but low initial cashflow
• A pay-as-you-grow solution was required that scaled both technically and financially
• Very stringent performance requirements had to be met without breaking the bank

The Solution

• Evaluate events and automatically generate tickets in a third-party help desk, weighing customer, SLA, device type, and service impact
• Ensure service-impacting events for VIP clients are handled in accordance with SLA agreements
• An NMIS notifier, built by the professional services team against the help desk's API, opens tickets automatically
• Scheduled automated reports for internal departments and external clients, plus a client portal for self-service customers

The Results

Ticket creation is automated, content is standardised and includes troubleshooting and performance information, and SLA adherence is maintained for VIP clients. Sales, support and management teams gained visibility, with detailed reports delivered to end clients.

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