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TechValidate Research on PacketTrap MSP

These pages present data that TechValidate has sourced via direct research with verified customers and users of PacketTrap MSP. TechValidate stands behind the authenticity of all published data. Learn more »



247 Customers Surveyed

2,220 Data Points Collected

25 Published TechFacts

29 Published Charts

11 Published Case Studies



Selected Research Highlights


Reduces Cost & Increases Service

Quest PacketTrap MSP helped a small business computer services organization reduce the cost of managing IT, increase service level for customers, and they reported that it works out of the box.

Case Study: Small Business Computer Services Company

Introduction

This case study of a small business computer services company is based on a May 2012 survey of Quest PacketTrap MSP customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We now have better management of client networks and a a complete solution to manage networks instead of 3 or 4 tools to do the job. We have grown our MSP base from 10 networks to over 50.”

Challenges

  • Addressed the following operational challenges by deploying the PacketTrap solution:
    • Minimized management of multiple solutions tools
    • Provided Remote Systems Access from anywhere without VPN requirements
    • Increased customer mgmt efficiency for staff
    • Improved ability to reduce downtime average for customers
    • Provided the ability to diagnose network issues quickly and remotely
    • Strengthened Service Level Agreements
    • Provided Network assessment solution
    • Replaced manual remediation with auto-remediation
  • Solved the following technical challenges by deploying the PacketTrap solutions for their clients:
    • Reduced downtime, increased uptime
    • Increased awareness of network health
    • Improved application monitoring
    • Improved network performance
    • Improved server performance
    • Improved workstation performance
    • Met software upgrade needs
    • Met hardware upgrade needs

Use Case

  • Leverages/values PacketTrap the following remote access tools built-in to the solution the most:
    • Expert Assist
    • RDP
    • VPN
    • SSH
    • Telnet
    • Web browser
  • Most commonly asked to address general IT management (a user can’t log in, desktop configurations need to be fixed, a new software update needs to be pushed) during on-site visits.
  • Uses Sage Peachtree for accounting software.

Results

  • Found the following aspects of PacketTrap PSA were th most appealing during their demo trial:
    • Time to value experience
  • Reduced the cost of managing IT in the following ways with PacketTrap:
    • By being able diagnose issues much faster with view into clients’ entire network, making on-site visits more productive
    • By identifying assets no longer in use and reducing hardware and software maintenance costs per client
    • By reducing travel time and associated fees, including overtime pay by automating many routine IT management tasks
    • By increasing ability to manage multiple and comprehensive networks remotely within a single interface
  • Finds the follow are the most valuable aspects of PacketTrap’s MSP solution:
    • Servers & Desktops monitoring/mgmt
    • Network device monitoring/mgmt
    • VM monitoring/mgmt
    • VoIP monitoring/ mgmt
    • Network Traffic Analysis
    • Website Surfing Analysis
    • MSP Acceleration – Business Consulting
    • Global Policy Device Mgmt
    • Remote Access options
    • Network Diagnostic Tools

Case Study: Small Business Computer Services MSP

Introduction

This case study of a small business computer services company is based on a May 2010 survey of Quest PacketTrap MSP customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We switched from Nable to PacketTrap. Just wanted something easy to deploy that worked.”

Challenges

  • Solved the following challenges for their customers by using their Quest PacketTrap MSP:
    • Ability to monitor servers
    • Ability to monitor routers, hubs & switches
    • Traffic Monitoring and alerts
    • Great value for the price
    • Reporting

Use Case

  • Monitors 50 servers, desktops, laptops, and other devices.
  • Use ConnectWIse for Professional Service Automation (PSA) today.

Results

  • Rated their overall satisfaction with their Quest PacketTrap MSP as very satisfied.
  • Loaded their Quest PacketTrap MSP and started monitoring in 15 minutes.
  • Recommends their Quest PacketTrap MSP to other MSPs for the following reasons:
    • Ease of use
    • Functionality and features
    • Support and technical knowledge
    • Great value for the price
    • Just works!
  • Outperforms other remote network management solutions in the following areas:
    • Custom scripts
    • NOC View
    • Anti Virus and backup
    • SNMP traps/MIB importer
    • Customer portal to ticketing
  • Selected their Quest PacketTrap MSP for the following reasons:
    • Technology offered increased value/efficencies for current customers
    • Technical support and training
    • Product features and functionality
    • Price
    • Disatified with currrent RMM platform

How PacketTrap RMM reduces cost of IT Management

How did you reduce your cost of managing IT using PacketTrap?

By having a view into our client’s entire network I was able to diagnose issues much faster. On-site visits have become more productive.
51%
We identified assets no longer in use. This reduced hardware and software maintenance costs per client.
12%
We reduced travel time and associated fees, including overtime pay by automating many routine IT management tasks.
35%
By increasing our ability to manage multiple and comprehensive networks remotely within a single interface.
74%
Other
7%

Rapid Network Problem Resolution with Quest PacketTrap MSP

Approximately how fast were you able to load the software and begin to start monitoring and resolving network problems?

Average Response by Job Function:

CEO
75 minutes
Chief Information Officer
300 minutes
Engineer
120 minutes
Executive
38 minutes
IT Director
40 minutes
IT Manager
120 minutes
IT Professional
6 minutes
IT Senior Vice President
500 minutes
IT Specialist
43 minutes
IT Vice President
5 minutes
Procurement Manager
20 minutes
Senior Executive
15 minutes
Senior IT Manager
240 minutes
Server Administrator
93 minutes
System Administrator
20 minutes
Overall Average
82 minutes

Easy to Use, Better Value than Competitor

PacketTrap MSP is an easy to use interface combined with reasonable pricing. It allowed us to move from a complex competitor, with minimal impact to our customers. Being able to hit the ground running with the monitoring was important to us.

Chief Technology Officer, Small Business Computer Services Company



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About PacketTrap MSP

Dell Software PacketTrap MSP (Managed Service Provider) is a purpose-built robust and affordable platform to monitor your customers in a secure, customized environment for your business.

  Dell Software Website