CASE STUDIES: SPICY SUPPORT
MSP
How Spicy Support transformed its business with Pulseway
They have been able to improve their services, become more proactive, attract new customers and enhance their reputation in the market with the use of the Pulseway platform and Pulseway's MSP Toolkit.
“I’m shopping with my wife and suddenly I get a notification saying one of the customers locked themselves out of the machine. I use my Pulseway app to drop down to a command prompt and set up an admin user for me to jump on that PC and reset the password for them.”
Phil Law
Managing Director, Spicy Support
The Problem
Multitasking with limited staff played a major roadblock for a company that prides itself on its service delivery.
“It was challenging to juggle lots of endpoints with a small staff. We needed a product that could easily give an overview of everything happening on our clients’ IT infrastructure.”
Spicy Support Struggled with Atera
Spicy Support started with Pulseway and moved to Atera purely because of the cost. The unlimited endpoints per technician pricing model made Atera favorable for MSPs looking for a cheaper alternative.
However, the low price was just a way to overcome the lack of functionality.
The mobile experience was inconvenient as the workflow was eventually pushed to the web app. A poor UI made it more difficult for Phil and his team to address client queries.
The Solution
Spicy Support wanted a solution that can put them back to their glory days of exceptional service delivery. That’s when they turned to their old friend — Pulseway.
Spicy Support moves back to Pulseway
Pulseway delivered an enriching mobile experience with an easy UI helping Phil and his team put their IT service delivery back on track.
ALMOST ZERO LEARNING CURVE
A good user experience (UX) ensured Phil and his team spend more time using the Pulseway mobile app rather than learning how to use it. The ease of adoption and usability reduced the cognitive load, ensuring Spicy Support focuses on what it does best — resolving IT issues.
Spicy Support - Spicy Support moves back to Pulseway
“Pulseway can be installed and used very easily, irrespective how strong one’s IT skills are. It’s because the Pulseway mobile app is user-friendly and it’s just dead easy to use.”
MORE VALUE. LESS SPEND
The notification feature keeps Phil and his team a step ahead of all incoming tickets. This level of proactiveness neutralizes the problem before it can cause any real damage.
Phil and the team use Automation Scripts. A mix of batch files and PowerShell scripts are used to push actions remotely. By not having to manually remote monitor the client's computer, Spicy Support saves time and cost per ticket which leads to reduced overheads in the long run.
“If a customer is running out of disk space, we simply fire up a script and within thirty seconds the job gets done.”
SOLVE PROBLEMS ON-THE-GO
Phil and team don’t need to be hooked to a desktop every time an alert pops up. With the Pulseway mobile app issues can be resolved instantly from anywhere.
The Result
Spicy Support’s decision to choose Pulseway RMM that’s value for money over the one which is cheap only in the short run, resulted in speeding up the IT support process.
Spicy Support is an IT solution company that caters to businesses of all sizes. They provide a vast range of IT services which includes monitoring, security, backup, user support, and more.
Spicy Support is run by Phil Law and two other engineers who effectively cater to each client by understanding their business needs in-depth. This approach has made them successfully stand out in a cluttered market, all the while offering great value to clients.
