OnPage solution enables 99% of MSPs to provide 24×7 incident alerting
OnPage Corporation, the leader in incident alert management systems for MSPs, today announced the release of its new case study. The case study highlights how OnPage’s critical alerting platform became the essential differentiator in enabling Dynamic Network Solutions (DNS) to provide 24×7 customer support and respond to customer needs instantaneously. By using OnPage, DNS has been able to significantly improve its SLAs as well as reduce cost management.
The march of the 99%
DNS prides itself in providing the highest quality customer service. The company works extensively with their customers to manage clients’ various needs and provide them with significant training to avoid unwanted incidents. DNS has many points of touch with their clients in order to ensure great service and ensure networks and technologies are always running.
However, DNS was facing an increasing challenge of meeting its customers’ needs when its customers started to expect 24×7 support. Providing this level of service was complicated and costly and indeed this was the challenge DNS faced.
According Sam Chawkat, DNS Chief Operating Officer,
“99% of customers wanted our MSPs to provide 24×7 support and wanted us to provide it as of yesterday”.
Initially, DNS tried to address their customers’ demands with a system that used separate emails and phone numbers for after-hours. In this legacy system, emails or phone calls would be transcribed to ConnectWise Manage tickets which would then be manually assigned to the on-call MSP. Unfortunately, this system was expensive and brought the MSP dangerously close to violating their SLAs.
OnPage brings DNS over the finish line
Today, DNS has switched to an automated workflow that uses OnPage to manage after-hours critical alerts. Now when either a customer calls in or a monitoring system detects a problem, a ticket is automatically created in ConnectWise Manage and, based on the severity of the incident and triggers, an alert is sent to OnPage. OnPage is then able to alert the proper MSP on-call to quickly manage the incident.
“A lot of the work is done behind the scenes by monitoring systems and ConnectWise. However, OnPage is important because it is the tool that takes us over the finish line and allows us to immediately start working on issues.”
By integrating ConnectWise manage with OnPage, DNS has seen many notable benefits such as:
- Improved SLAs: Formerly, it took 45 minutes on average before on-call engineers responded to incidents after-hours. Now, DNS has seen a 90% improvement and it takes less than 5 minutes to respond to incidents.
- Decreased cost: In the legacy system, DNS needed managers and a dedicated on-call MSP to manage after hours incidents. Now, on-call engineers are alerted as needed and do not need to be on-call at all hours
- Improved customer relations: Today, 99% of after-hours alerts are the result of network monitoring rather than customer calls. In responding to the former, DNS is able to repair issues before customers ever recognize the problem. This enables DNS to improve customer relations and makes the company more valuable for the client.
With these improvements, DNS can run a much more efficient and profitable organization. The company can ensure alerts are never missed and that customer service continues to reign supreme.
OnPage is the industry leading HIPAA secure Incident Alert Management System. Built around the incident resolution lifecycle, OnPage’s unique ALERT-UNTIL-READ feature continues for up to 8 hours and enables organizations to get the most out of their digitization investments. OnPage ensures that sensors and monitoring systems and people have a reliable means to escalate anomalies to the right person immediately.
OnPage’s escalation policies, redundancies, and scheduling algorithms ensure that a critical message is never missed. Infinitely more reliable and secure than emails, text messages and phone calls combined, OnPage reduces incident resolution time by automating the notification process, reducing human errors, thereby improving productivity and advancing the digital operations of your business.
Whether to minimize IT infrastructure downtime, or to minimize response time of healthcare providers in life and death situations, organizations are relying on OnPage for all their secure, HIPAA compliant, critical messaging needs.