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

Make IT management child's play.

IT service providers? Simplify your IT management with 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 hardware from any device, anywhere.

For the past two years, Intrapole has been using Atera's RMM software to improve the quality of its outsourcing services.

The result? Considerable time savings and increased reliability.

In this case study, Guillaume Duval, founder and CEO of SSII Intrapole, explains to Valentine Ganansia, Marketing Manager in France at Atera, how Intrapole improved its outsourcing with RMM software.

Let's take a 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 headed by Guillaume Duval, has been a software and web agency specializing in IT maintenance, website design and software development, providing a full range of IT services to businesses and government agencies.

Day-to-day IT challenges

Intrapole, a provider of managed services, wanted to offer its customers greater proactivity, not only in order to react upstream to any IT problem, but also to manage and troubleshoot its customers remotely, whenever and wherever they were.

Prior to adopting RMM software, the 8-employee company faced three daily challenges:

• How to prioritize increasing customer requests on a daily basis : Without RMM software and PSA (Professional Services Automation), defining customer priorities and requests could be tedious, as could having to travel to the customer's premises!
  
• How to optimize organization and time management: Without RMM software, it was difficult to automate tasks that were often repetitive, or to track technician intervention times in a totally reliable way.
  
• How to increase ticket resolution speed: Technicians had to prioritize, manage and allocate tickets themselves, a daily challenge in the face of the many requests and incident tickets created.

Solutions provided using Atera's RMM + PSA software

From software deployment to remote monitoring and remote management tools, Atera's RMM + 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 feature has revolutionized the way technicians work, saving them an enormous amount of time and enabling them to increase the volume of requests handled, while reducing processing times.

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

🛠 Monitoring: Intrapole 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 issues.

🛠 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 customer, combining a cross-sectional view of IT assets and software licenses.

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

The results

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

Intrapole's technicians receive around 10 tickets a day, and the average time taken to close a ticket has fallen by 20%. Using RMM + PSA, the number of tickets has been reduced by 10% thanks to automation.

Atera has given our company a new dimension since we started using their monitoring and ticketing system. Atera enables 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 prioritize emergencies. We recommend Atera to any company wishing 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, a ticketing system to ensure better tracking 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.