N‑sight Helps One Team Deliver a Support Service Made for Today’s Market

Before using N‑sight, One Team used ITARIAN + COMODO, but Gianluca realized their “free” solution didn’t guarantee “resaleable” development and support.

“We were drawn to the quality of the N‑able product suite and the company’s commitment to continuous improvement; both for the end user and those who manage this type of service,” says Gianluca. “We specifically liked N‑sight RMM because the cloud version allowed us to manage multiple customers in a single console.”

Giancula also appreciated the sales and the support from local N‑able distributor Ready Informatica. “During the initial phase, the help and technical support from Ready Informatica was valid, punctual, and professional-—it was fundamental to a good rollout,” Gianluca adds.

Now, One Team has been using N‑sight for five years. “On a daily basis the system provides real-time monitoring through the verification of alerts recorded in the console, both in response to the configured automation policies and to the mitigation activities that the EDR service produces,” says Gianluca.

Gianluca also points out that customer support has decreased both in terms of ticket numbers and time spent dealing with requests.

“We believe the configured automations and the patch management program alone have resolved 70% of the problems we used to face on a daily basis,” he says. “The monthly report, which we promptly pass on to the various representatives, validates our work, giving them visibility into what has been carried out in the background each month. For the customer, not having to contact support means increased efficiency and effectiveness in their IT systems.”

But if One Team needs to offer direct support, they can access Take Control and Automation. This combination helps their technicians intervene in end-user machines and provide automatic remedies to daily problems like stopped services, cleaning the disk if the minimum thresholds set are reached, or verifying backup execution.

Gianluca also mentions other areas where One Team has saved: “We have also seen a reduction in travel costs by approximately 40% to date, and we estimate that these could be further reduced to around 50-60% producing savings of between €3000-4000 per year. Also, we have seen increased profitability thanks to the reduction of service activities by about 30% on a total turnover of €50,000 per year. Finally, we estimate that less fragmentation of work saves us around 50% in both support time and team management and coordination time, allowing us to focus on our infrastructure design services.”

N‑sight helped One Team create an offer that was adapted to today’s market and based on superior quality services. “The integration into the company’s existing support contract was gradual, but has been very effective as customers have understood the importance of having structured external IT support, made up of specific skills and products,” Gianluca concludes.

One Team is currently evaluating more N‑able products including Sentinel One Complete and DNS Filtering.