Technology management solutions

Success Story: TydenBrooks

Naverisk™ Remote Monitoring Software Takes Systems Management to a New Level

TydenBrooks

Angola, Indiana

As a Systems/Network Engineer for TydenBrooks in Angola, Indiana, Roy Quickel is not exactly starved for things to do.

TydenBrooks is one of the world's leading suppliers of high-security and tamper-evident seals and devices. They are a global organization with a manufacturing, sales and marketing presence in more than 50 countries. Their customer base spans a broad range of industries including transportation, retail, agriculture, petrochemical, pharmaceuticals, healthcare, commercial airlines, manufacturing and more.

Quickel wears many hats but his primary responsibility comes down to making sure the computers of nearly 400 users at the company run problem-free. Those users are spread across seven different locations—including sites in Mexico, the United Kingdom and China—and they work on close to 70 servers, seven different networks, and five separate domains.

If all that sounds like an incredibly complex and challenging assignment, it is. But, says Quickel, it has become far easier since TydenBrooks implemented the Naverisk Remote Monitoring, Management (RMM) and Service Desk platform from ECi Software Solutions.

A complex, global organization with virtually no IT

Quickel remembers what life was like at TydenBrooks in the pre-Naverisk days and those memories aren’t particularly fond ones.

“When I first got here about five years ago, there was basically no IT team as such,” he recalls. “All our techs were in their own individual silos and they were pretty much on their own. If we had a user in Georgia, for example, who needed some work done, our techs in Angola really could not help them—we didn’t know their network and they didn’t even know how to get a hold of the tech in Angola!”

Things were so compartmentalized, he says, that if a tech in one location was out sick or took a day off and a piece of IT equipment crashed, the user would basically have to wait until that tech came back to work!

“There was minimal communications between our different locations and we had no visibility into our networks and the computers at other locations,” Quickel remembers. “If an on-site tech wanted to know how his machines were performing, he would have to physically go around and inspect each PC to find out.”

Quickel had experience using Naverisk Remote Monitoring Software

Quickel had used Naverisk earlier in his career before joining TydenBrooks and he knew first hand its potential to put an end to the dysfunction and take systems management at the company to a new level.

Other solutions, of course, were available but for Quickel, Naverisk was the logical choice.

“One of the key features of Naverisk for me was the fact that it was web-based,” he says. “That meant we didn’t need to install any special clients, so that when a tech got a computer they could use Naverisk on it right away.”

It was also important, Quickel adds, that any new agents did not burden the TydenBrooks computers with too many processing requirements. “We still had a lot of old machines when we implemented Naverisk, with very low memory and still running Windows XP, and a lot of the other RMM software out there would have degraded their performance,” he points out. “The Naverisk agents are very light and they allowed us to continue to use those older machines with very little impact on performance.”

Increased system security and efficient updates

Another key Naverisk feature for Quickel was its ability to integrate with other programs that the TydenBrooks team used to manage its systems.

“We use NiniteOne to manage upgrades for third-party programs like Flash, Java and Chrome, and Naverisk allows us to automate the updating process without requiring any action by the user or intervention by a member of our tech team,” Quickel explains.

“It’s not only more efficient but it’s also dramatically increased the security of our computers,” he adds. “Before we implemented Naverisk, I was dealing with malware and virus issues virtually every day. Now, it’s rare that we have any problems like that.”

“Naverisk’s technical support is awesome”

One other factor that pushed Quickel to choose Naverisk was his previous experience with the company’s technical support team.

“Naverisk’s technical support is just awesome,” he reports happily. “The people you work with know the software very well and they’re very responsive—most times when we put in a support ticket, they would get back to us within an hour and they were usually able to solve our problem without having to escalate it up to someone else.”

Impressively, the initial rollout of the program itself didn’t require any requests for additional support, reports Quickel. Because the install was domain-based, all Quickel needed to do was put the installer into a start-up script so that any computer that started up on that domain would automatically install the program when it re-started.

“Our IT staff is a genuine team now”

Implementing Naverisk at TydenBrooks has brought dramatic improvements on multiple levels, Quickel reports.

“Our IT staff is a genuine team now,” he reports. “I work on a regular basis with users in Georgia and Michigan and Mexico with very few problems and it’s the same way for every other IT person within our organization. Our third-party software updates are on a schedule that runs every day without requiring any human intervention. And we have remote access to users’ equipment wherever it might be within the company, so that we can easily diagnose problems now, instead of having to interpret non-technical users’ descriptions of what they were seeing on their screens like we had to do pre-Naverisk.”

Proactive monitoring and management

Naverisk has also made systems management at TydenBrooks a more proactive process, adds Quickel.

“Naverisk has cut down dramatically on the time to resolution with IT problems,” he says. “And issues that once took hours to resolve now get handled in minutes.”

In addition, Naverisk also makes it possible to spot problems before they become critical, says Quickel. For example, the program will automatically send an alert if it detects a disk that’s starting to fail or nearing full capacity, so that an IT team member can address the problem before it causes any major damage.

Put all those features and benefits together and it’s hardly surprising that Quickel has no hesitation about recommending Naverisk to other companies with similarly complex IT architecture.

At the same time, though, he says the program hardly needs a recommendation from anyone else. “The Naverisk sales team does a pretty good job at what they do but the program really sells itself,” he contends. “It’s definitely given us our money’s worth since we implemented it and it’s only going to become even more valuable for us going forward.”

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