As an MSP,  you know that your customers expect you to service their accounts. After all, that’s why they contracted with you. But, they also rely on your expertise for another “S” word. That word is “solutions”. You need to provide solutions (or, at the very least, an informed response)  to the issues uncovered during your service, such as Microsoft 365 outages. Maybe that's why Microsoft uses "solutions" in their version of the acronym.

Yet, you can’t provide real solutions without real data.  This is a massive challenge when you service hundreds, or even thousands of customers, each with their own tenants. During the recent Microsoft outage, for example, what tools did you use to obtain info for your support staff?  Were you ahead of the game, or just waiting for formal announcements? A recent Gartner report suggests that enterprises need multiple products to properly meet the demand.

The "multiple tool" conundrum

Blog-MSPFirst, there’s the network itself. What do you use for network information? In the recent outage, network connectivity was not, in itself, the issue. Can your tool show the connection points for each individual user? Does your software reveal how their Teams audio was following one data path, while the video was taking another? Today’s remote user environment multiplies the number of connection points and the complexity of tracking the data flow from the user to the Microsoft endpoint and back again. Those pretty routing maps aren't that useful in today's remote-centric environments. How do you compare the issues with one tenant to the others that you service to see if there are any commonalities? Network information and statistics are of little value unless they help you pinpoint the sources of a problem.  And possibly prevent future occurrences.

Do you have a tool that reveals exactly which Microsoft 365 services are down? While Microsoft has had their share of problems, support issues are usually more localized. If only one of your customers is complaining, and only about Teams call quality, where do you start? Your support teams need to be able to get into the actual call history and detail to get the facts. You might discover that during most Teams meetings, it was really just one user that was dropping calls. (But that user was a VIP who complains loudly.) A user with a fluctuating Wi-FI signal.

Speaking of Wi-Fi, what tool would you use to discover a poor Wi-Fi signal for a remote user during a Teams meeting? You need something to track local Wi-Fi connectivity, Windows 10 versions and updates, device information and more. What model/make of microphone was our VIP using during her most recent episode? Your support team should have a wealth of relevant information at their fingertips before they answer the trouble ticket.

You can’t get the complete picture on remote users from the vantage point of the IT office. Each home user is on their own network with their own ISPs and their own unique pathway to the data. You need to see things from where the users are, on their devices.

Born this way

Of course, separate tools must be individually installed, maintained, and updated. This is especially hard to implement remotely on a global scale, while supporting compliance with security standards such as GDPR.

Perfrax's TrueDEM® SaaS-based solution pulls in the essence of multiple solo tools and adds so much more, all in one package. TrueDEM was built from the ground up to offer true real user monitoring. Our cloud-based AI, called Perfraction®, amasses hundreds of data points from each real user and their devices. We curate this massive data pool and extract the relevant information to help diagnose existing problems. We presage upcoming issues based on hour-by-hour relevant history.  We further enhance this information with our Crowd Performance Indicators™, allowing you to compare cross-tenant behaviors and performance.

It's your data, your choice

We can display this curated information for you in an consolidated dashboard. But, many MSP’s already have a visual tool that their support teams are used to. We’ll supply the data so you can visualize in Power BI, Grafana, or Tableau, if you prefer.

From the outset, TrueDEM was designed with high security at the forefront, so no PII is ever transmitted or stored.  We don't require special permissions or privileges for deployment.  Your individual tenants control access. You can even isolate your own support teams into individual silos of access levels. Most importantly for an MSP,  you can deploy TrueDEM worldwide in about 15 minutes. To all of your customers. Updates are automatic, and just as fast.

One single solution. You don’t need a thousand eyes looking at your data...just one. TrueDEM.