Imagine you’ve just earned an important client. All your hard work has paid off and you’ve won their business. You’ve also inherited a problematic network from the previous service provider. This is the situation IDentyTech Solutions–a leading identity security services provider–found themselves in and how they use Domotz to provide high quality service for their clients.
The following is a short Q&A with Ross Logan, Director of Support and Customer Relations at IDentyTech Solutions. IDentyTech Solutions is a leading provider of intuitive biometric access control products and solutions. Here is the story in their words:
Domotz: Describe briefly how your company uses RMM to improve your business?
Ross: IDentyTech Solutions deploys multiple pieces of networked security hardware to sites across the globe. From high-end servers to biometric access control units to security cameras, each device is plugged into a network that is custom built for the client. Our clients depend on IDentyTech Solutions to be able to remotely troubleshoot any piece of our installed hardware at a moment’s notice, and that’s where Domotz comes in. Domotz allows us to quickly be alerted, often before the customer even notices, that a piece of hardware has gone down or offline. And because Domotz comes with a 5-star mobile application, our field tech’s can be anywhere in the world and quickly respond right from their mobile device. Before we started using Domotz, if a device went down or offline, competing products would notify us 3 minutes later, and then our tech’s would have to travel to the site to unscrew the hardware from the wall to manually reboot it. With the power of Domotz, our field tech’s can now handle all those issues remotely without ever having to visit the site. Whether the device needs a quick reboot or we need to check the viewing angle of a camera, Domotz improves our business by allowing our field tech’s to handle all those problems at the touch of a button.
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.