eset case study
ESET
CASE STUDY Doberman Technologies is an Okemos, Michigan-based IT service provider offering break/fix (10%) and managed services (90%), hardware and software support, support contracts and consulting. Positioned as, “Your outsourced IT department,” Doberman Technologies offers comprehensive IT management
Doberman Technologies manages more than 850 endpoints and is
Company: Doberman Technologies, LLC Year founded: 2005
growing exponentially. As such, automation has been a key factor in
www.DobermanTechnologies.com
statewide, but focuses on the local metropolitan area.
controlling costs and keeping profitability high. In 2012, they added LabTech to their business model. LabTech’s automated scripting engine and remote monitoring and management capabilities boosted their ability to effectively provide remote care. However, Doberman Technologies quickly realized their endpoint solution wasn’t pulling its weight. Infected endpoints and blue screens were becoming all too common. Their existing antivirus solution wasn’t
Challenge: Labor costs were high due to low visibility and the manual processes associated with antivirus maintenance. As a result, response times soared and customer satisfaction suffered.
proactively communicating these problems, putting them in the position
Solution: Doberman Technologies
of having to put out fires while dealing with customers upset over
migrated to ESET® Endpoint
performance-related issues.
Solutions which integrates into the
With all the shortcomings attached to their old endpoint solution, Doberman Technologies found itself in the awkward predicament of managing an antivirus solution that couldn’t automatically detect problems or adequately fix them. Each month an increasing amount
LabTech remote monitoring and management platform, so security concerns can be monitored and resolved automatically.
of labor hours were exhausted dealing with virus infections from managed
Results: Doberman Technologies
service clients who had unlimited support calls included within their
went from receiving several costly
contract. This unsustainable scenario drained resources and jeopardized
urgent-care security calls per week
profitability. That wouldn’t do.
to just one (or less) per month,
Doberman Technologies had just effectively extended its customer reach
dramatically boosting profitability.
to the farthest reaches of its state thanks to capabilities found in LabTech’s remote monitoring and management solution. They weren’t about to let a small setback like this slow down their progress.
1
ESET
CASE STUDY Built to Integrate The founder of Doberman Technologies, Ian Richardson, wanted a solution that would seamlessly talk to LabTech. He knew that kind of integrated automation was possible, so he hit the tech forums and communities on a quest for the best endpoint solution available. “I did a lot of research before I even talked to my LabTech account manager. In tech forums, everyone universally suggested ESET,” said Richardson. He found that ESET was recommended because it offers superior integration with LabTech, helpful reporting options and it’s a solid, reliable and powerful antivirus solution. Armed with the confidence his peers instilled, Richardson put ESET to the test in his most troublesome location. “We went from experiencing severe performance-related issues on a five-plus-year-old architecture to no performance issues thanks to the newly added antivirus solution,” explains Richardson. Now, Richardson knows his company is running scans every night because of a script that automatically pushes the scan out and tracks time on it. Because LabTech proactively creates tickets when threats are detected, visits to the ESET native console are rare. Instead, engineers can enjoy the efficiency of working through LabTech’s central management console for increased efficiency. They even developed auto-fix actions that can automatically resolve threats. It’s all made possible by the integration between LabTech and ESET. They talk, so you win. The impact of using ESET was so compelling that Doberman Technologies decided to build it into new managed services contracts. Other antivirus products would no longer be supported under managed services agreements and would incur standard break-fix fees for issue resolution. With LabTech’s integration, ESET deployment requires only a single-click and configuring is also simplified, allowing smooth transitions for Doberman Technologies’ customers. This standardize-or-pay-by-the-hour approach ensures Doberman Technologies stays profitable regardless of the client’s choice. However, they hope clients choose ESET because it means greater efficiency, fewer performance issues and cost savings for all.
“In tech forums, everyone universally suggested ESET.” —IAN RICHARDSON, FOUNDER OF DOBERMAN TECHNOLOGIES
2
ESET
CASE STUDY Finishing Strong “Virus calls used a significant amount of manpower and ate into our margins. With ESET, we’re down to one call (or less) per month on our 850 endpoints. And profitability is through the roof!” said Richardson. But Richardson doesn’t want clients to forget what value Doberman Technologies delivers. Even though clients rarely have to deal with virus infections, Doberman Technologies still sends them a monthly report to show the number of scans completed, threats found and threats successfully cleaned. This reminds the client that Doberman Technologies is still securing their machines. “ESET is an integral part of our firm’s security platform. We’re really happy to continue our partnership with them,” concludes Richardson.
“ESET is an integral part of our firm’s security platform. We’re really happy to continue our partnership with them.” —IAN RICHARDSON, FOUNDER OF DOBERMAN TECHNOLOGIES
4110 George Road, Suite 200
|
Tampa, FL 33634
|
877.522.8323
|
labtechsoftware.com
3
CASE STUDY Doberman Technologies is an Okemos, Michigan-based IT service provider offering break/fix (10%) and managed services (90%), hardware and software support, support contracts and consulting. Positioned as, “Your outsourced IT department,” Doberman Technologies offers comprehensive IT management
Doberman Technologies manages more than 850 endpoints and is
Company: Doberman Technologies, LLC Year founded: 2005
growing exponentially. As such, automation has been a key factor in
www.DobermanTechnologies.com
statewide, but focuses on the local metropolitan area.
controlling costs and keeping profitability high. In 2012, they added LabTech to their business model. LabTech’s automated scripting engine and remote monitoring and management capabilities boosted their ability to effectively provide remote care. However, Doberman Technologies quickly realized their endpoint solution wasn’t pulling its weight. Infected endpoints and blue screens were becoming all too common. Their existing antivirus solution wasn’t
Challenge: Labor costs were high due to low visibility and the manual processes associated with antivirus maintenance. As a result, response times soared and customer satisfaction suffered.
proactively communicating these problems, putting them in the position
Solution: Doberman Technologies
of having to put out fires while dealing with customers upset over
migrated to ESET® Endpoint
performance-related issues.
Solutions which integrates into the
With all the shortcomings attached to their old endpoint solution, Doberman Technologies found itself in the awkward predicament of managing an antivirus solution that couldn’t automatically detect problems or adequately fix them. Each month an increasing amount
LabTech remote monitoring and management platform, so security concerns can be monitored and resolved automatically.
of labor hours were exhausted dealing with virus infections from managed
Results: Doberman Technologies
service clients who had unlimited support calls included within their
went from receiving several costly
contract. This unsustainable scenario drained resources and jeopardized
urgent-care security calls per week
profitability. That wouldn’t do.
to just one (or less) per month,
Doberman Technologies had just effectively extended its customer reach
dramatically boosting profitability.
to the farthest reaches of its state thanks to capabilities found in LabTech’s remote monitoring and management solution. They weren’t about to let a small setback like this slow down their progress.
1
ESET
CASE STUDY Built to Integrate The founder of Doberman Technologies, Ian Richardson, wanted a solution that would seamlessly talk to LabTech. He knew that kind of integrated automation was possible, so he hit the tech forums and communities on a quest for the best endpoint solution available. “I did a lot of research before I even talked to my LabTech account manager. In tech forums, everyone universally suggested ESET,” said Richardson. He found that ESET was recommended because it offers superior integration with LabTech, helpful reporting options and it’s a solid, reliable and powerful antivirus solution. Armed with the confidence his peers instilled, Richardson put ESET to the test in his most troublesome location. “We went from experiencing severe performance-related issues on a five-plus-year-old architecture to no performance issues thanks to the newly added antivirus solution,” explains Richardson. Now, Richardson knows his company is running scans every night because of a script that automatically pushes the scan out and tracks time on it. Because LabTech proactively creates tickets when threats are detected, visits to the ESET native console are rare. Instead, engineers can enjoy the efficiency of working through LabTech’s central management console for increased efficiency. They even developed auto-fix actions that can automatically resolve threats. It’s all made possible by the integration between LabTech and ESET. They talk, so you win. The impact of using ESET was so compelling that Doberman Technologies decided to build it into new managed services contracts. Other antivirus products would no longer be supported under managed services agreements and would incur standard break-fix fees for issue resolution. With LabTech’s integration, ESET deployment requires only a single-click and configuring is also simplified, allowing smooth transitions for Doberman Technologies’ customers. This standardize-or-pay-by-the-hour approach ensures Doberman Technologies stays profitable regardless of the client’s choice. However, they hope clients choose ESET because it means greater efficiency, fewer performance issues and cost savings for all.
“In tech forums, everyone universally suggested ESET.” —IAN RICHARDSON, FOUNDER OF DOBERMAN TECHNOLOGIES
2
ESET
CASE STUDY Finishing Strong “Virus calls used a significant amount of manpower and ate into our margins. With ESET, we’re down to one call (or less) per month on our 850 endpoints. And profitability is through the roof!” said Richardson. But Richardson doesn’t want clients to forget what value Doberman Technologies delivers. Even though clients rarely have to deal with virus infections, Doberman Technologies still sends them a monthly report to show the number of scans completed, threats found and threats successfully cleaned. This reminds the client that Doberman Technologies is still securing their machines. “ESET is an integral part of our firm’s security platform. We’re really happy to continue our partnership with them,” concludes Richardson.
“ESET is an integral part of our firm’s security platform. We’re really happy to continue our partnership with them.” —IAN RICHARDSON, FOUNDER OF DOBERMAN TECHNOLOGIES
4110 George Road, Suite 200
|
Tampa, FL 33634
|
877.522.8323
|
labtechsoftware.com
3
