The Problem
A Bumpy Road: Quicktech's Struggle with N‑central
Back in 2016, Quicktech decided to implement N‑Central RMM to streamline their operations. Fast forward five years, and they found themselves grappling with a platform that couldn't keep up with their needs. Their team was constantly bombarded with false alerts, caused by incorrect thresholds and priority statuses that left them feeling overwhelmed and frustrated.
To make matters worse, Quicktech faced challenges in automating time-consuming workflows, such as monitoring, Windows feature updates, and patching. As Dustin Cassar, Quicktech's Director of Technology & BD, points out, their trust in N‑Central had diminished significantly. The platform's reporting and automation capabilities had become so unreliable that the team was left questioning its effectiveness in supporting their business operations.
The Solution
Transforming Quicktech's N‑Central Experience: SPG's Expert Intervention
Recognizing the gaps in Quicktech's N‑central setup, SPG stepped in and orchestrated two major reconfigurations that made all the difference.
- Precision Monitoring: SPG swiftly recalibrated Quicktech's monitoring and reporting frameworks, successfully eliminating the barrage of false-positive alerts and allowing the team to focus on genuine issues.
- Automating Key Workflows: With SPG's guidance, Quicktech embarked on projects to automate and streamline repetitive tasks in high-lift workflows, such as client on-boarding, freeing up valuable time for their team to focus on more strategic initiatives.
Throughout the entire collaboration, Dustin highlighted SPG's unwavering commitment to providing white-glove service. Whenever Quicktech required custom N‑Central displays or a unique client-tracking function, the dedicated SPG team jumped into action, crafting tailored, out-of-the-box solutions that met their needs perfectly.
"We made it hard for SPG since we had separate, client-specific NOC boards to work with. Yet, they still managed to design amazing, out-of-the-box solutions to work around N‑central’s shortcomings."
The Results
The Impact: Quicktech's Success Story with SPG
Since joining forces with SPG, Quicktech has experienced three significant benefits that have transformed their operations.
- Proactive Client Services: Quicktech can now effectively filter out false alerts, allowing them to proactively detect and address issues as they arise in client networks, resulting in improved customer satisfaction.
- Enhanced Efficiency & Productivity: Under SPG's expert guidance, Quicktech has successfully automated and offloaded numerous manual tasks, leading to a marked increase in efficiency and productivity for their service technicians.
- Smooth Hand-off to End Users: Dustin praised Quicktech's new scripts and monitors as "thoroughly detailed and documented," resulting in effortless service tech training and deployment.
"SPG helped us deploy projects that had been on our to-do list for years. Knowing the results, I can’t believe we didn’t ask for help sooner."
