Insights Driven Service

While 2021 has seen some service providers enjoying as much as a 300% increase in uptake, the pandemic has caused plenty of whirlwinds within the industry. More than half of MSPs ultimately saw monthly revenues decrease as a result of the shutdown, and more struggled with challenges including a lack of time (54%), changing technologies…

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Being stuck in such a nightmare due to poor performance is stressful, hectic and no doubt creates unhappy customers. Issues that negatively impact your customers’ experiences inevitably have an effect on the profitability of your business. As a service provider, the last thing that you want is to fork out costly penalty fees as well…

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This can’t be done without the right tools. Providers will often say they have all the tools they need when it comes to monitoring and managing customers’ networks and applications. However, these tools are usually managed by Engineers and Operations personnel, so they are highly technical, and the information is meaningless to Sales and Service…

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The SLA is a by-product of providers failing to deliver an adequate service and is built upon penalties and fines if the contracted services underperform. Customers are not interested in monitoring and chasing their service provider, they just want a good service that enables their business to run efficiently. As services are dynamic, guaranteeing 99.999%…

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First line support staff are supposed to focus on quick issue resolution and reduced mean time to repair (MTTR), but if they’re not equipped with the right tools, this isn’t easy. Unnecessary time is spent on guesswork and trudging through a plethora of information, escalating incidents to second and third line support, creating delays and…

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Take Sophia the Robot as an example. Sophia was developed by Hanson Robotics and is the first robot to be given citizenship of a country. Her creator, David Hanson, describes her as being in the “infancy” of AI, if you’ve seen any of her videos, it’s really quite eerie and unnerving. The intelligent answers, facial…

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Tell us a bit about what you do With the product team, I help specify new features for Highlight after consultation with our partners and end users and then follow these features through development. During this process, I write about these features in release notes, product advisory notes, on the Highlight Help & Support Centre…

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Being unable to actively monitor customers applications and infrastructure performance in relationship with one another leaves neither MSP nor customers in a position to understand where problems are arising. All too often MSPs can’t see customers application events that impact the network adversely and similarly, corporate enterprises are unable to see when and how these…

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To drive the most value from UC managed services, it is essential that service providers and customers can see clearly that the service promised is being delivered. In addition, can the measurable value to the business be tangibly reported? The monitoring of managed UC services is best shared across a service provider and their customers,…

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