CASE STUDY

MSP & Client Relationship Strengthened by Using Visual One as an Independent Source of Truth

In Their Own Words

“We finally KNEW exactly what was going on in our environment at all times. Now when the customer asks us to show them something, it’s easy to prove what we’re doing.”

-ICS Delivery Director,
Fortune 500 Healthcare Company

SCALE OF THE PROBLEM

48% of IT professionals in a 2022 study expressed concerns about losing control over their systems when working with MSPs.

WASTE RISKS

42% of IT decision-makers in a 2023 study believed they are not getting sufficient value for the money spent on MSPs.

ROOT OF THE PROBLEM

34% of IT professionals in a 2022 Gartner report cited poor communication from MSPs as a significant reason for mistrust.

Limited Observability Created Tension between Staff & Clients

A managed service provider (MSP) managing the infrastructure for one of America’s largest healthcare companies needed better data.

Despite spending millions on observability tools and hiring a dedicated specialist to manage those tools, they lacked basic insights into their infrastructure. For example, they could not identify the cost of applications on their platform, and they had trouble deciding when to move storage to new tiers.

Tensions grew between departments as they struggled to prove their efforts to their client without hard data. It was hard to build trust with the client, who expected proof of results.

7 Ways Poor Observability Hurts Your Bottom Line

Intuitive Visualization from an Independent Source of Truth

For the team director, a strong demo had convinced him to try Visual One Intelligence®. “To see a demo that used our own data, instead of being rehearsed, was powerful.”

He was most impressed that their client’s entire hybrid storage environment could be visualized on one screen. Besides collecting all the data and putting it in one place, Visual One Intelligence®’s dashboard displays data in customizable and easy-to-understand ways.

“Seeing [graphs and visuals] is more impactful than looking at numbers. Visual One Intelligence® is infinitely customizable without much effort.”

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Honest & Productive Teamwork – Plus $1 Million Saved

With Visual One Intelligence® providing immediate data as an “independent source of truth,” relationships between teams became honest and productive – with less finger-pointing and more focus on solutions for the customer.

As client and MSP relations improved, so did the organization’s bottom line. With Visual One Intelligence®, they saved over $1 million thanks to improved outcomes and replaced tools.

And because Visual One Intelligence® is so easy to use, they could re-assign their on-staff SRM specialist to focus on revenue-generating roles.