Managed Service Providers

SD-WAN has been coming down the technology pipeline for a while now. Since the wide-area aspect of Software Defined Networks (SDNs) came to prominence perhaps five years back, service providers have been trying to work out how, and when, it will land in their market. We know this because, as a business specialising in giving…

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Historically, this has meant talking to each of those devices individually, using protocols like SNMP (the Simple Network Management Protocol). This isn’t a simple task: some of those devices might be next door in London and respond quickly, others in Australia or Hong Kong take a bit longer to reply. The devices might have been…

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Firefighting and working without planning leaves your IT department feeling disempowered as they spend too much time in operational tasks rather than focusing on strategic ones. As the managed services marketplace competition grows every day, providing a great customer experience is absolutely vital, and proactivity is one of the pillars behind achieving this. Whilst taking…

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Most employees have good intentions when using Shadow IT. Applications used for cloud storage, task management, and communication can enhance productivity, and deployment of these is often faster, simpler and cheaper than getting the same functionality through the approved process. Adopting Shadow IT makes life easier for the user, particularly when an organisation has a…

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From its offices in Manchester and Deeside, Cloud and Fibre deliver voice and data solutions to small and medium-sized businesses across the UK and Western Europe. The company will use Highlight to monitor and report on all network and connectivity services, giving both its partners and end customers full visibility into the status of those…

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A clear trend is to reduce the staff cost associated with servicing customer networks, with service managers first in the firing line. Responsible for overseeing and addressing customer concerns, and essentially bridging the gap between sales and technical support teams it is believed that they bring little tangible value to customer experience. More so, when…

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Providing an enhanced customer experience and having the ability to scale with ease (without increasing staff expenditure) comes down to having the correct means to monitor and report on as many aspects of a customers’ infrastructure. By accomplishing this from a single solution, there is a seamless productivity gain resulting in quick and proficient troubleshooting…

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Break /Fix Break /Fix is a reactive approach to service management. A customer calls in when they are experiencing a problem, or they require an upgrade or installation. The service provider works on the issue until resolution and the customer is invoiced at a pre-negotiated rate. When the customer calls, their productivity is already suffering…

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Where many service providers are falling short is in their lack of service differentiation and corporate transparency. If a provider continues to operate in this way with their customers, they will be heading towards an undesirable business outcome in 2019 where they struggle or fail to meet and exceed revenue as well as customer experience…

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Those suppliers require just as much attention from you as your corporate customers – customers are good at shouting for what they want, whereas suppliers can be forgotten about. As an MSP you need to be in the position to manage the service delivery chain both upstream just as much as downstream. Suppliers typically deliver…

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