Domotz: Can you share any specific examples (cost savings, incident data, etc.) related to how RMM has helped improve your operational efficiencies?
Ross: IDentyTech Solutions contracts with various integrators and installation companies to support our products and our complete end-to-end solutions. If a device goes down and the device requires a reboot or troubleshooting, IDentyTech must reach out to our contractors and pay for additional labor expenses to have someone go investigate the issue. With Domotz, 80% of these calls are no longer needed, as Domotz allows us to remote-diagnose and often fix the issue without ever needing to visit the site – saving IDentyTech travel and labor costs that would be involved with a site visit and contracted labor.
Domotz: Do you have any specific examples of where you were able to deliver a great service experience to your customers because of RMM?
Ross: IDentyTech Solutions first installed Domotz as a way to gain insight into the network infrastructure, as IDentyTech was hired after previous companies had installed the network without leaving any documentation as to how everything was connected. The network was failing, leaving our client frustrated and our company’s devices going down on a frequent basis due to poor network infrastructure. A complete re-mapping was needed to find the source of the problem. The problem was – this site spanned 500,000 square feet – no simple task to find and account for every part of our network and figure out the way the various switches connected to each other. But thanks to Domotz, what could have easily spanned a two-week project using other conventional methods only took 1 day, causing minimal interruption to our client. Using the Domotz mobile app, iDentyTech was able to unplug a switch and very quickly see which connected devices went down, allowing us to determine and trace the entire network in the course of 1 business day. Soon our network was mapped and the sources of the problem were quickly removed.