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Centralized Customer Management for MSPs

Managing customer services and environments requires constant attention, to ensure the customer is getting the response and care they expect, but also to ensure that your service provider business is operating at peak efficiency and without risk of SLA breaches.

As your business scales, it is imperative that you have the ability to deliver upgrades, monitor performance trends, and spot unusual activity across any number of customer systems. It is not realistic, or in line with business goals and margins, to throw more people at the management function as the number of customers served continues to grow.

Why Customer Management?

simultaneous customer updates

 

Simultaneous System Updates

 

Simultaneous System Updates

 

With Perspectium, you can broadcast service catalog updates, application updates, or update sets to all entitled customers, rather than doing individual updates that consume valuable resource and time.

 

Improve margins, response times, and customer satisfaction,
all with Perspectium integration

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Proactive System Monitoring

 

Proactive System Monitoring

 

Identify, alert, and rectify customer issues before they negatively impact the business.

 

With near real-time data synchronization, you can quickly spot performance or unusual activity that can arise from unexpected or incorrect administration or configuration actions.

Service providers play an increasingly critical role in ensuring business continuity for the customers they serve. As a result, it is imperative that management of the customer systems and processes is given the highest priority by the service provider. Unlike the customer, who is focused only on their own systems, the service provider must implement solutions and practices that allow efficient, scalable management of dozens and potentially hundreds of customer systems.

For this to happen, integration is a key element of the management solution that helps avoid the need to solve the management scalability challenge with the addition of costly headcount.

  • Service Catalog management can be provided with integration that allows for a single distribution from the service provider to any number of customer systems where a standard catalog is deployed. This avoids distributing catalogs on a case-by-case basis to each customer, and can substantially reduce the time and cost of updating catalogs across the customer base.
  • Proactive monitoring of unusual customer activity can be provided with process integration, where unintended admin or configuration changes by the customer can trigger workflow that brings a potential issue to the attention of the service provider.

  • Change management, with updates to customer implementations, can be handled in batch rather than case-by-case form when the integration between the service provider and the customer use a push approach under the control of the management team. This “push once, consume by many” approach still benefits from the rules-based data control and governance available to the service provider, ensuring that upgrades are only distributed when the appropriate criteria are met on the customer system.
  • Perspectium integration allows for real-time management, thanks to an architecture that creates almost no performance impact on production systems. In situations where updates or changes are required urgently, this can be done without needing to take a production system off-line or being forced to wait until usage is light, on weekends or in off-hours, both of which could incur extra costs or effort for service provider or customer IT staff.

What are your integrations costing you today?

You are spending a lot more on customer integrations than you think. Our TCO calculator will figure out how much your integrations are costing you today - and tell you how much they could cost you with Perspectium.

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Managing Your Customers With Perspectium

Perspectium delivers bi-directional integration by e-bonding between you and your customers, and exchanging data whenever a business rule calls for it. For management, this allows you to automatically distribute updates and service catalog changes across multiple customers simultaneously, which radically reduces the cost and time normally associated with managing dozens or even hundreds of customer systems.

Perspectium does this with a monitored, real-time data replication and synchronization cloud service that propagates data – without loss – between you and your customers. We provide the highest data transfer rate, with the least performance impact to the applications. Unlike a typical point-to-point integration, the Perspectium solution is built on a highly scalable enterprise message-bus architecture and provides a flexible publish and subscribe framework that is integrated into your existing ServiceNow/Salesforce administrative user interfaces.

The advantage this brings to your customers is the ability to manage systems, and monitor for unusual customer trends in real-time. No need to wait for low use production times or even having to take a production system offline to perform updates: management updates can be done with no impact to the customer system performance.

Simultaneous updates to customer service catalogs

Shorten time to deploy, improve margins

Real-time monitoring of customer activity

Spot unusual trends, avoid risk of SLA breach or penalty

Data security resides with the application owner

Satisfies customer governance and privacy obligations

High throughput of complex objects

Replicate millions of service catalog records a day if needed

Low impact on application resources

Update catalogs or instances without worrying about performance implications

Not just data moves - process-level integration

Reduce management overhead, improve competitive appeal over other MSPs