INDUSTRY

CHALLENGES

Automated Business Solutions Case Study

Better Together: Automated Business Solutions delivers seamless IT Managed Services with ECI e-automate and Naverisk. Like many leaders in the office solutions space, Automated Business Solutions (ABS) wanted to deliver IT Services to open up exciting new business opportunities. With a longstanding relationship with ECI e-automate they looked to ECI’s exclusive RMM (Remote Monitoring & Management) partner, Naverisk, to help them deliver outstanding IT services.

The Company Automated Business Solutions serve over 4,000 partner companies across both Office Solutions and IT Services. They pride themselves on their technical support and aim to be the high-tech solution of choice for their clients. Since 2012 ABS have utilized e-automate to run inventory management, sales, billing and customer services. “Our team spends every day on the platform, it is a vital part of our business,” says Sue Pangborn, Director of Administration at ABS.

The Challenge In a fast-paced industry, it’s essential that IT service providers deliver their services efficiently and in a cost-effective manner. The ECI e-automate is the perfect platform for delivering office solutions and billing, Naverisk is the ideal IT services automation platform. “We were offering a new service, and we needed the right tools for the job. In the office solutions sector we are known for our high-level of technical support. It is essential that we maintain this reputation in the IT services sector.”

Given that their employees virtually “lived” in ECI e-automate it was important that they could integrate between e-automate and whatever RMM platform they went with. They needed to ensure that data didn’t have to be manually transitioned between the two platforms. “We rely on having a single ‘source of truth’. Our technicians need to know that the data that they see on the screen in front of them is up-to-date.” says Alan Albergaria, President at ABS.

The Solution With data synchronization being essential to their operations, ABS turned to Naverisk, the exclusive RMM partner of ECI e-automate. Naverisk provided everything they required, from remote control and patching through to advanced scripting and automation. Better yet, Naverisk had a formal integration partnership with ECI, meaning that functionality would be expanded on over time.

SOLUTION

IT Services & Office Solutions

RESULTS

Saving many hours per week through ticket syncing and automation

IT services delivery & automation via Naverisk

IT Services billing & ticket management via ECI e-automate

2-way ticket & client integration ensuring real-time data across both platforms

Creating a single “source of truth”

Automating manual tasks that create a large workload using two different systems

Eliminating the risk of data entry errors when working between two platforms

INDUSTRY

CHALLENGES

Automated Business Solutions Case Study

Right from the outset they knew they had made the right choice with Naverisk. Getting started was simple as they were able to automatically import all of their clients and contacts directly from ECI e-automate.

In May 2019 Naverisk and ECI released an integration solution that enabled 2-way round trip ticketing and synchronized contacts. This enabled ABS to continue managing all Service Calls and Billing workflows via ECI e-automate, while utilizing Naverisk RMM to seamlessly deliver their IT Services. The benefits of the integration are that no matter what platform their technicians are using, they can be confident that tickets and contact data is being synced and displayed in real-time. If a ticket is created in Naverisk it automatically creates a Service Call in e-automate. When a Service Call Status is edited in e-automate, the corresponding Ticket Status in Naverisk is updated. When a ticket is closed off, it is closed off in both platforms. “We love it. The integration has saved us a significant amount of time and eliminated the risk of data entry errors when transferring between platforms.” says Sue Pangborn.

The Results Since the integration ABS have eliminated the risk of data entry errors when manually transferring between the two platforms. Their team can easily jump between the two platforms with confidence. Technicians can continue to work out of e-automate using existing workflows and the integration means that they don’t have to double-check anything between platforms, saving valuable time. They are now syncing tickets, and many are created automatically, saving both the administration and technicians many hours per week.

SOLUTION

IT Services & Office Solutions

RESULTS

Saving many hours per week through ticket syncing and automation

IT services delivery & automation via Naverisk

IT Services billing & ticket management via ECI e-automate

2-way ticket & client integration ensuring real-time data across both platforms

Creating a single “source of truth”

Automating manual tasks that create a large workload using two different systems

Eliminating the risk of data entry errors when working between two platforms