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Healthcare-Case-Study

Enabling a small-sized MSP in US West Coast to provide the entire Datacenter capabilities in healthcare solutions

White label solutions from Value Point empowered the MSP with the competitive advantage for better growth.

Challenges faced by the MSP

Being a small sized firm with limited resources and expertise, the MSP was unable to provide full-fledged managed services to its larger client, as it did not have a datacenter. The challenges were many, including lack of a 24X7 monitoring and management of the datacenter, an end user service desk, customized backup and disaster recovery, among others.

It had no means to provide support for virtual, physical and cloud servers, besides network and security configuration in addition to future proofing datacenter infrastructure. Building or setting up a customized datacenter meant heavy investments in resources, including, manpower, skillsets, technology and solutions.

In such a challenging situation, the MSP was not able to meet its SLAs. Ramping up operations or even maintaining sufficient cash flow was becoming unachievable. Competition was high with account retention and customer satisfaction becoming the need of the hour. There was an urgent requirement to set up a datacenter with end-to-end network management including real-time log in, active monitoring and alert to serve its esteemed customer.

White labelled Solution provided by Value Point Systems

Having the challenging situation on hand, the MSP sought services from Valuepoint, which in turn provided complete white labelled solutions that included a dedicated offshore NOC based out of Bangalore. Dedicated NOC engineers who were certified with require skill sets established all connectivity for data networks of the MSP’s end customer, responded to queries, but worked under the MSP’s brand only.

The NOC provided a centralized service desk and ticketing system with triage support. 24X7 monitoring was a given. Cloud based back-up and disaster recovery solution were put in place to ensure smooth operations of the network. End-user and server security that were highly critical were deployed. Automation and routine tasks were done through script-based execution. The NOC was fully operational round the clock and was staffed with IT professionals who understood the importance and adept at keeping the end customer’s complex IT infrastructure secure and ensured it ran at optimum performance. Moreover, the MSP was provided with visibility of the network performance with dashboards and KPIs that could be accessed form Value Point’s reporting portal.

Furthermore this dedicated datacenter with NOC solutions was much more cost-effective than the MSP creating their own staff and automation devices. Quality control and assurance were in place. Furthermore, in the event of expansion of the end client’s business, Value Point’s NOC platform was scalable and secure.

Benefits and business outcomes

Value Point’s white label solutions were fully integrated where branding and identity of the MSP was added. It freed the MSP from concerns about investing money to have their own data center to serve this customer.

Moreover, developing NOC solutions involves huge finance and manpower besides time for architecture, design, building and testing of a solution. Utilizing the services of an existing solution is more cost-effective.

Value Point solutions brought about 99.8% of uptime of datacenter services and improved response and resolution SLA. Efficiency in the NOC operations reduced 30% support tickets. 25% of requests were resolved through FCR. The solutions also provided 40% savings on operational costs.

The MSP now could focus on its business’s core competency.

Key differentiators of Valuepoint

Value Point’s white label solutions helped in reaching the MSP’s business goals more efficiently. The MSP saved significantly by not having to invest in infrastructure or technology creation around the solution.

About the MSP

A small-time west coast based MSP has the capabilities of providing to small, medium and large enterprises, complete services to suit their customers’ varied IT requirements. These capabilities are to be attributed to Value Point Systems with which the MSP is now able to serve a large customer who is a leader in creating dynamic technology solutions for a critical component of healthcare administration.

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