[Case study] How Intrapole improved its outsourcing with RMM software

Make IT management child's play.

IT service providers? Make your IT management easier by using RMM (Remote Monitoring and Management) software.

Using RMM software is the easiest way for an IT service provider to remotely monitor and control its customers' IT systems or IT assets from any device and from anywhere.

Intrapole has been using Atera's RMM software for two years to improve the quality of its outsourcing.

The result? Considerable time savings and increased reliability.

In this case study, Guillaume Duval, founder and director of the IT services company Intrapole, explains to Valentine Ganansia, Marketing Manager in France at Atera, how Intrapole has been able to improve its outsourcing with RMM software.

We take a closer look at the RMM software and Intrapole's outsourcing needs.

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Intrapole in a nutshell

For over 15 years, Intrapole, based in Champcueil (91) and managed by Guillaume Duval, has been an IT services company and web agency specialising in IT maintenance, website design and software development, providing a comprehensive range of IT services to businesses and public authorities.

Day-to-day IT challenges

Intrapole, a provider of managed services, wanted to offer its customers greater proactivity in order to be able to react upstream to any IT problems, as well as to manage and troubleshoot its customers remotely, whenever and wherever they were.

Before adopting RMM software, the 8-employee company was faced with three daily challenges:

• How to prioritise increasing customer requests on a day-to-day basis : Without RMM software and PSA (Professional Services Automation), defining customer priorities and requests could sometimes be tedious, as could having to travel to the customer's premises!
  
• How to optimise organisation and time management: Without RMM software, it was difficult to automate tasks that were often repetitive, or to track the time taken by technicians in a totally reliable way.
  
• How to increase the speed of ticket resolution: Technicians had to prioritise, manage and allocate tickets themselves, a daily challenge when faced with the large number of requests and incident tickets created.

The solutions provided using Atera's RMM + PSA software

From software deployment to remote monitoring and remote management tools, Atera's RMM and PSA software offered easy-to-implement and easy-to-deploy tools to help Intrapole manage its IT assets. Here are four of them:

🛠 Ticketing: Before opting for Atera, the company didn't really have a ticketing solution. This functionality has revolutionised the way technicians work, saving them an enormous amount of time and enabling them to increase the volume of requests processed, while reducing processing times.

🛠 Automation and scripting: These features enable Intrapole's technicians to save a considerable amount of time on a day-to-day basis, making their customers' IT systems more reliable. Automation and scripting also improve the overall security of the IT systems they manage.

🛠 Monitoring: Intrapole's customers benefit from a proactive IT service, as most alerts are raised before users are even aware of them. Some procedures benefit from automated processing, enabling technicians to focus their time on priorities and ensure effective management of problems.

🛠 Reporting and analysis: analysis reports enable the Intrapole team to measure certain success factors, such as the performance of their technicians in the field, resolution times, and so on. For Intrapole, these reports are a great help in offering a tailor-made service to each of its customers, by combining a transversal view of the IT assets and software licences.

Thanks to the various functionalities and integrations of Atera's RMM software, Intrapole has optimised its profitability by deploying fewer resources, and technicians have become more efficient by saving time, allowing them to devote themselves to other, higher added-value tasks.

The results obtained

The adoption of Atera's RMM software immediately helped Intrapole bring its quality of service up to the level desired by Guillaume Duval.

Intrapole technicians receive approximately 10 tickets per day and the average time to close a ticket has decreased by 20%. The use of RMM + PSA has reduced the number of tickets by 10% through automation.

Atera has given our company a new dimension since we started using their monitoring and ticketing system. Atera allows us to consult the status of our customers' IT assets in real time, and automatic alerts are sent out to anticipate their problems. We use the ticketing interface to manage service requests and prioritise emergencies. We recommend Atera to any company that wants to save time and increase customer satisfaction!

Guillaume Duval, Intrapole CEO

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Conclusion

Intrapole has been able to improve its outsourcing thanks to the functionalities offered by Atera, such as real-time monitoring and alert management, the ticketing system to ensure better monitoring of interventions, and automated maintenance that takes care of updates.

Their customers benefit from a quality service made possible by the management of their IT assets and the detailed reports and analyses provided by Atera's RMM.

Today, these tools are the strength of Intrapole's outsourcing service, and customers appreciate their efficiency on a daily basis.

Atera has succeeded in building a win-win relationship between suppliers, customers and service providers.

If you too would like to switch to the MSP model and be more efficient and proactive, you can try out Atera's RMM and PSA software for 30 days free of charge.