TechValidate Research on Softchoice


Case Study: Keystone Services Monitoring Helps Decrease Downtime

Introduction

This case study of a medium enterprise automotive & transport company is based on a May 2013 survey of Softchoice Keystone Services customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Softchoice Keystone Services, with their 24/7 monitoring, has increased our problem notification which, in turn, decreases network downtime and shortens resolution time.”

Challenges

  • Solved the following operational challenges with Keystone Services:
    • Improved overall uptime
    • Mitigated risk
  • Engaged Keystone Services in order to:
    • Improve time to problem resolution
    • Increase overall uptime

Use Case

  • MyKeystone Portal simplifies the support process through its ability to:
    • Increase visibility into performance and availability data
    • Single sign-on to view service desk information
  • Leverages Keystone Services’ expert resources through:
    • 365×7×24 technical access
    • Their high level of certified expertise which leads to faster problem resolution
    • Multi-Channel support (Web, Phone and Email)
    • Ability to escalate to field services

Results

  • Achieved the following strategic goals with Keystone Services:
    • Increased ability to address business needs
    • Improved user experience
  • Rated the following Keystone Services capabilities in terms of how valuable they are to the organization:
    • End-to-end incident management: extremely valuable
    • Knowledge of your environment: extremely valuable
    • Cross technology expertise: valuable
    • 24×7 live voice: extremely valuable
    • Historical reporting/trending: valuable
  • Keystone Services provided value in the following way:
    • Faster incident resolution
  • Is likely to recommend Softchoice Keystone Services to a colleague.
  • Used Keystone Services to help navigate complex vendor issues in the following ways:
    • Act as the single point of contact for all vendor issues
    • Assume ownership of issues from identification to resolution
    • Reduce interruptions and unpredictability from day-to-day management of issues




About This Data

This data was sourced directly from verified users of Softchoice by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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