Articles

Differentiate managed service provider performance

Category: casebook

Hyperglance can improve service and lower costs in shared service centres, for example, in the help desk of a Managed Service Provider.  In these environments, infrastructure is used to support multiple clients and there may be infrastructure dedicated to a single client alongside infrastructure shared for many clients. When a client calls with a problem, it is extremely valuable if the infrastructure supporting that client was isolated from the rest, for faster troubleshooting. This enables you to take corrective action immediately, providing a faster and more effective service. The productivity of support teams and their speed of resolving client problems are greatly improved through this ability to isolate what is relevant to that customer. This creates a clear differentiation to those competitors still using traditional dashboards and you can give clients the ability to use Hyperglance to see how their applications and infrastructure are performing.

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