Speros Case Study


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Reducing Deskside Visits by 86% Drives Efficiency and Stronger Customer Service for Speros Delivering comprehensive IT services requires efficient tools. PCs based on Intel® vPro™ technology help the Georgia-based MSP do more with existing resources.

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Speros Case Study

  1. 1. Case StudyIntel® vPro™ Technology Reducing Deskside Visits by 86%Speros Drives Efficiency and Stronger Customer Service for Speros Delivering comprehensive IT services requires efficient tools. PCs based on Intel® vPro™ technology help the Georgia-based MSP do more with existing resources.“ The only way for As a managed services provider, Speros of Savannah, Georgia offers services that are unusually broad, encompassing IT, telecommunications, and surveillance. “One of our differentiators is to manage all of the us to be successful customer’s needs from one shop,” says Jason Ryals, IT manager at Speros. “One team in one place covering all is if our customers of their technology needs. For 90% of our customers, we serve as their entire IT department, managing serv- are not having ers, networks, PCs, printers, phone systems, and video surveillance.” With a complex service offering, Speros’ problems. To ability to serve customers effectively—as well as support healthy margins—depends on deploying the right tools. “We put a lot of focus on efficiency and process,” says Ryals. deliver that value profitably, we have That focus led Speros to adopt Intel® vPro™ technology-based HP desktop and laptop PCs as a standard part of their solution.1 By managing these advanced platforms through their Level Platforms Managed Workplace* to find and deploy management console software, the company has been able to significantly cut the cost of delivering services the right tools. while at the same time significantly improving their customer’s IT experience. “The only way for us to be That led us to Intel successful is if our customers are not having problems,” explains Ryals. “To deliver that value profitably, vPro technology- we have to find and deploy the right tools. That led us to Intel vPro technology-based PCs.” based PCs.”– Jason Ryals, IT Manager, Speros
  2. 2. Faster Repairs, Lower Service Cost,Higher Customer Productivity To Maintain Leadership, Speros Relies on HP Desktops and LaptopsThe advanced manageability and security features of Intel vPro As a strategic provider of IT services, Speros knows it doesn’ttechnology allow Speros to significantly streamline a number of key pay to cut corners—which is why they use HP desktops andPC management tasks within their existing management console laptops based on Intel vPro technology. “We’ve been using HPsoftware. This both reduces their cost and helps eliminate downtime systems for the last three years because of their quality andand interruptions for PC users. The power of this solution has support,” says Jason Ryals, IT manager at Speros. “Their productthree elements: line has never let us down.” In addition to excellent system features and performance, Speros is reliant on HP’s service.• Increased abilities to monitor, manage, and repair PCs remotely2 “Manufacturer support is our lifeline,” he explains. “That’s why —regardless of power state or operating system health—which we align ourselves with leaders. HP’s management suite is very greatly reduces maintenance and management costs and good, and we can always get parts and info on systems for 10 increases the utilization of Speros’ personnel. years.” Speros also utilizes extended warranties through HP• Increased security capabilities that better protect the customer’s Care Pack Services. “HP Care Pack Services are a great insurance critical data while reducing downtime. policy,” he says.• A standardized, energy-efficient platform that can meet the developing demands of the customer’s business while reducing only does Intel vPro technology reduce the number of truck rolls, but it total cost of ownership (TCO). also increases the amount of multitasking that Speros’ technicians can do. For example, while an OS is loading, the technician can be workingThese capabilities give Speros considerable advantages. “By doing on other trouble tickets.more remotely with vPro PCs, we’re saving money—for us and thecustomer—and better serving the customer,” says Ryals. “Our tech- For hardware problems, the impact of Intel vPro technology is evennicians spend less time driving and more time multitasking. And our more dramatic. “We estimate that, on average, a hardware problem oncustomers’ PC problems are resolved more quickly.” a PC takes 100 minutes to resolve,” explains Ryals. “With vPro, we’ve reduced that to 45 minutes. This is a significant advantage.” The timeFaster repair of hardware and software problems with 86% savings is a result of greater visibility into the problem. “Before vPro,fewer deskside visits. The advanced remote capabilities of Intel a hardware issue meant two onsite visits—one to diagnose the prob-vPro technology allow Speros to maintain and repair PCs more quickly lem and another to take the right part,” says Ryals. “With vPro, we canand at lower cost. This is true for both normal maintenance activities diagnose remotely, order the right part, and then send the right tech-and problem resolutions. On Intel vPro technology-based PCs, Speros’ nician to install it.”average repair time for a software problem has decreased from 45minutes to 25 minutes. “If you have to walk the end user through the Overall, the savings for both Speros and the customer are significant.process, something will hang up,” says Ryals. “If you have to remount “For our average customer, standardizing on vPro systems will reducean image, the end user may not be able to find the CD. With vPro, we’re deskside visits from 7 a month to 1 a month,” says Ryals. “For us,able to handle it remotely without the end user’s involvement.” Not that’s a huge cost difference. For our customers who are not on flatDelivering More to Customers Through Intel® vPro™ TechnologySperos’ deployment of PCs based on Intel vPro technology yields better IT functionality and lower service delivery cost3 . Without With Activity Intel vPro Technology Intel vPro Technology Improvement Average time to resolve a hardware problem 100 minutes 45 minutes Reduced 55% Average time to resolve an OS problem 45 minutes 25 minutes Reduced 44% Average amount of downtime per PC per month 130 minutes 75 minutes Reduced 42% Deskside visits per month for a typical customer 7 1 Reduced 86%2
  3. 3. rate billing, that’s a huge cost difference for them. An onsite visitis a minimum charge of $140, so avoiding one deskside visit covers Level Platforms Managed Workplace*the incremental cost of the vPro-based PC.” Managed Workplace 2011 provides everything a managed services provider needs to remotely monitor and manageNew hardware-based KVM is a breakthrough. Today’s Intel their customers’ IT networks through a single web-basedvPro technology-based PCs include KVM Remote Control4, a unique central dashboard. Managed Workplace integrates remotehardware-based KVM capability built directly into the PC. Like soft- monitoring, real-time alerting, inventory management, Web-ware-based KVM tools, it allows technicians to remotely control the based reporting, patch management, remote control scripting,keyboard, video and mouse on a customer’s PC. But unlike software- and trouble ticketing.based KVM tools, KVM Remote Control connects easily, maintains the The trusted RMM platform for the future. Level Platformsconnection through reboot cycles, and gives the technician a “full GUI” has more than 3,000 MSP customers with over 50,000 smallview of the PC they are working on. “vPro’s KVM Remote Control is a businesses under service-contract subscription.great advance,” notes Ryals. “It gives us better visibility into the mach-ine and accelerates almost any maintenance or repair activity.” A low-cost solution. Managed Workplace is a .NET-based solution that costs 50 to 80 percent less than comparable Linux*-based solutions. It’s easy to install, easily integrated“ We can manage 600 vPro PCs per technician vs. 300 with Microsoft technologies, and requires little training.PCs without vPro. So our technicians are getting more Simple, flexible subscription billing that reducesdone and offering more to the customer. And we’re your investment and risk. Managed Workplace’s per-site,able to grow without adding new resources.” subscription-based billing means you’re not locked into a large- investment commitment, and that you can grow your solution – Jason Ryals, IT Manager, Speros gradually. Your managed services business is cash-flow positive from day one.Built-in technologies that improve security and help lower Easy to adopt and easy to use with minimal training.customers’ risk. Because Speros can reach machines that are pow- Managed Workplace is an integrated platform that can beered down, security software updates are accomplished more quickly, implemented in hours or days rather than weeks or months.resulting in better customer protection. “With vPro, if a system hangs Over 400 policy modules from more than 125 vendors.up during patching, we can reach it and rectify the problem quickly,” Easy-to-use policy modules allow you to manage multiplenotes Ryals. For a typical Speros customer, the time it takes to reach devices. Customizable workflows and integrated Best95% patch saturation is reduced from 45 minutes to 30 minutes. Practices Reporting make it easier to develop and deploy managed services.Active and passive power management capabilities that signifi-cantly reduce energy costs. With the ability to turn off groups of For more information on Level Platforms Managed Workplace,PCs after hours and then power them back up before the start of visit www.levelplatforms.com.the next business day, Speros can now save their customers moneythrough lower energy usage, making a substantial positive impacton their ROI. Delivering Better Customer Service and aFor Speros’ customers, 42% less downtime and measurably Competitive Advantagebetter productivity. Because Intel vPro technology helps Speros “Any system administrator knows how important it is to be able torespond more quickly to customer issues, customer productivity and work on a server remotely with full manageability,” notes Ryals. “Nowsatisfaction are improved. “For any customer, PC downtime is lost pro- Intel is bringing the same capabilities to client systems with Intel vProductivity for at least one employee,” explains Ryals, “For an average technology. This is a big deal to us. It allows us to better allocate ourcustomer, we estimate they’re typically going to see 130 minutes of resources, reduces wasted ‘windshield’ time, and improves our abilityPC downtime per month; with vPro, we can reduce that to 75 minutes. to multitask.” These abilities help Speros get a better return on theirThe end users enjoys not having to wait while we work on their sys- key asset—their people. “We can manage 600 vPro PCs per techniciantem—or even get to their system, since some of our clients are an hour vs. 300 PCs without vPro,” says Ryals. “So our technicians are gettingand a half away. Fixing problems more quickly means we’re helping the more done and offering more to the customer. And we’re able to growcustomer make more money and save on the cost of repairs.” without adding new resources.” 3
  4. 4. It also gives Speros a competitive advantage. “We exist to lower our customers’ costs and help them make more money,” says Ryals. “Using Overview of Intel® vPro™ Technology vPro-based PCs helps on both fronts. Yet none of our competitors are Desktop, notebook, and tablet PCs based on Intel vPro technol- using this technology or talking to their customers about it. This is an ogy, combined with a leading software management application example of why our customers see us as their strategic IT partner— such as Level Platforms Managed Workplace,* provide unprece- we bring them the right tools, like Intel vPro technology, to help dented capabilities. These advances allow you to deliver more them succeed.” value to your managed services customers by helping them spend smarter, get more done, and be more secure. For More Information • Remote diagnosis and repair reduce costly and time-consuming For more information on the benefits of Intel vPro technology for deskside and service depot visits by resolving problems and small and midsize businesses, visit msp.intel.com. repairing PCs quickly from the console – even if the PC is powered off or in standby mode, is connected to a wireless For more information on Speros, visit www.speros.com. network, or has a disabled OS.2 For more information on Level Platforms Managed Workplace • Automated proactive alerts identify issues before they management console software, visit www.levelplatforms.com. become problems or costly repairs. These include alerts about missing or disabled software, memory usage, hard drive health, fans, and power supplies.2 • Secure remote power up and power cycling allow you to perform scheduled maintenance, backups, and monitoring after hours.2 • Encrypted, remote security updates ensure that security patches are up to date and speed the deployment of critical patches, even to systems that are off or down. • Remote asset tracking eliminates time-consuming manual inventory of hardware and software with remote inventory management, even if the system is off or down. Solution provided by: 1 Intel® vPro™ Technology is sophisticated and requires setup and activation. Availability of features and results will depend upon the setup and configuration of your hardware, software and IT environment. To learn more visit http://www.intel.com/technology/vpro 2 Requires activation and a system with a corporate network connection, an Intel® AMT-enabled chipset, network hardware and software. For notebooks, Intel AMT may be unavailable or limited over a host OS-based VPN, when connecting wirelessly, on battery power, sleeping, hibernating or powered off. Results dependent upon hardware, setup & configuration. For more information, visit 3 Source: Speros based on field testing performed during November 2010. 4 KVM Remote Control (Keyboard, Video, Mouse) is only available with Intel® Core™ i5 vPro™ and Core™ i7 vPro™ processors with Intel® Active Management technology activated and configured and with integrated graphics active. Discrete graphics are not supported. This document is for informational purposes only. Intel makes no warranties, express or implied, in this document. Copyright © 2011 Intel Corporation. All rights reserved. Intel, the Intel logo, vPro, and Core inside are trademarks of Intel Corporation in the U.S. and other countries. *Other names and brands may be claimed as the property of others. Printed in USA 0311/ET/OCG/XX/PDF Please Recycle 325317-001US