Kaseya is a leading global provider of IT service management software. They are the industry’s only vendor to provide a complete IT service management cloud solution, along with an on-premises solution built on the same core technology. Kaseya solutions are in use by more than 10,000 worldwide customers. Their technology empowers any sized IT operation –– from individual IT professionals at small-to-medium sized businesses to large corporations and IT service providers –– to proactively manage and control IT assets remotely, easily and efficiently from one integrated Web-based platform. Kaseya solutions are used in a wide variety of industries, from healthcare to education, finance, government and more. The company is privately held with over 30 offices in 23 countries.
Dynamic IT Solutions, a Gauteng-based information technology and communications managed service provider (MSP), has adopted the Kaseya IT service management technology in a bid to improve operational efficiencies and enhance delivery to customers.
Dynamic IT Solutions offers a vast infrastructure of resources, including a full Internet services provider server environment and voice over IP telephony solutions, as well as IT support to corporations and small and medium-sized enterprises in Johannesburg, Pretoria, Cape Town and Durban.
“We have a relatively small staff complement of 35 people who service a number of blue chip clients in multiple provinces,” explains Barry Kemp, technical director at Dynamic IT Solutions. “Instead of increasing headcount to ensure we continue to deliver the best service to our customers and meet our service level agreements, we turned to technology to improve our operational efficiencies, solve specific pain-points within the business and reduce costs.”
According to Kemp, the company’s biggest challenge was the time and manpower lost when technicians had to be sent out to solve problems and issues at client sites. “We realised that if we could fix most of the problems remotely we would save time and resources. We also wanted our technicians to be able to manage a bigger client base without increasing head count.”
On the advice of two Dynamic IT technicians who had worked with and were proficient in the Kaseya solution set, the company decided to invest in this leading automation and remote management tool. “Based on the projected return on investment it offered, as well as its functionality and ability to positively impact on our future hiring requirements we chose to implement Kaseya for its managed services and automation tools,” continues Kemp.
With the Kaseya solution in place, Dynamic IT technicians were able to remotely connect to clients with greater visibility and functionality. “In the past our technicians would use remote desktop solutions to do this, but they couldn’t see what our customers were doing as it locked the screen. The Kaseya solution lets us monitor what our clients are doing while we work on fault resolutions remotely. The automation component also means that we are now able to run preventative maintenance more efficiently as patch management tools deliver security and software updates as they become available. These updates can also be scheduled to take place after hours, which means we don’t impact on our clients’ network capacity during office hours.”
These benefits mean Dynamic IT’s technical staff can service a greater number of clients more effectively, which has significantly improved productivity. “We also bill per end-point managed, not per hour. The solution helps us keep our billing up to date as it automatically pulls machine data into an analytical and reporting tool, which is extremely important for our business,” says Kemp. “In addition, Kaseya has helped to mitigate the impact of spiralling travel costs due to the increasing petrol price and e-tolling on the horizon.”
Dynamic IT also expects the Kaseya suite of tools to open new avenues for growth in the near future. “Our core focus since launching in 2001 has been on desktop and server environments, but the functionality of the Kaseya solution will enable us to extend our services and support to smart mobile devices too,” explains Kemp. “We also plan to make use of many of the other features like desktop migration and imaging, which will help us to quickly replicate environments to get clients up and running more quickly in the future. As such, the investment we have made in Kaseya has already impacted our business positively, and we’re confident that it will continue to deliver long-term value,” he concludes.
“In an increasingly competitive environment it is extremely gratifying to see how the flexibility of Kaseya has enabled MSPs like Dynamic IT Solutions to grow,” says Paul Scofield, regional sales manager for Africa at Kaseya. “By effectively delivering enterprise IT for everyone, Kaseya has allowed midsized outsourced IT companies to do more with the resources they have, and is helping to create new opportunities to sustain their growth.
“We are delighted that Dynamic IT Solutions chose Kaseya as its ITSM software vendor of choice and had the foresight to conduct a thorough assisted evaluation (POC) of Kaseya, which ensured that Kaseya met and exceeded both its current and future MSP requirements. Having gained a high level of technical understanding of Kaseya, Dynamic IT was able to roll-out over 1 000 agents to multiple clients over a single weekend. We are very pleased to welcome Dynamic IT Solutions to the international Kaseya Community,” Scofield concludes.
To learn more, please visit http://www.kaseya.co.za.