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Orion Integration Group - Fixing Issues before the become a problem
case study Orion Integration GroupFixing Issues before They Become a ProblemManaged service provider Orion Integration Group achieves a 75% reduction in OSrepair times and a 40% reduction in downtime using Intel® vPro™ technology With a dispersed client base spread out through Treasure Valley and Boise, Idaho, managed service provider Orion Integration Group relies on Lenovo® PCs with Intel® vPro™ technology1 to provide faster, more efficient service to their customers. By diagnosing and repairing PCs remotely with Intel vPro technology and its LabTech™ management console, Orion saves on truck rolls—often to customers more than 70 miles away. With Intel vPro technology, Orion has been able to reduce OS repair times by 75 percent and hardware repairs times by 33 percent. At the same time, it has reduced deskside visits by 20 percent and cut downtime by 40 percent.“We are in Boise, Idaho, Delivering More to Customers through Intel vPro Technology2but we are surrounded by Orion’s deployment of PCs based on Intel vPro technology yields betterrural areas and many of IT functionality and lower service delivery costour customers are 60 or Without With70 miles away. With vPro Intel vPro Intel vPro Activity Technology Technology Improvementand its hardware-based Average time to resolve a 180 minutes 120 minutes Reduced by 33% hardware problemKVM, we can service ourcustomers faster and we Average time to resolve an OS problem 8 hours 2 hours Reduced by 75%don’t have to roll a truck Average amount of downtime per 10 minutes 6 minutes Reduced by 40%to do it.” PC per month Number of PCs that can be managed 257 280 Increased by 9% — Greg Chavez, per technician President, Orion Power cost savings per PC over 3-year $0 $345 TCO lowered life span by $345 Resources available at https://msp.intel.com Grow Your Managed Services Business With LabTech Sales Brief for 3rd Gen Savings Brief and Intel vPro Technology-based PCs ® ™ Intel® Core™ Processors with Intel® vPro™ Technology Intel® vPro™ Technology Why LabTech and Intel vPro Technology-based PCs? LabTech is the only remote monitoring and management (RMM) platform PCs with Intel® vPro™ technology1 have unique hardware-based manage- developed from the ground up by a managed services provider for managed ment and security capabilities that extend LabTech’s functionality to further services providers (MSPs). The robust and powerful functionality in LabTech streamline PC management and increase security. They reduce the need two innovAtion leADerS, can increase technicians’ efficiency and productivity through the automation for deskside maintenance visits by up to 56%2 while delivering outstanding two ADvAnCeD teChnologieS Breakthrough of routine maintenance tasks as well as the development of preventative performance and greater energy efficiency. measures using powerful monitors and scripts. ACCelerAteD SAleS Cost Savings LabTech and Intel vPro technology form a solution that is a powerful framework for starting and growing a high-margin managed services business that increases your value to your customers. Select Lenovo PCs deliver a value combination no one else can offer: ThinkVantage* Technologies and Intel® vPro™ technology. Using your existing management console and PCs Features and Benefits at a Glance Business Benefits to You featuring Intel® vPro™ technology, you can save n Comprehensive remote management capabilities that improve and extend your n Lower your service delivery cost and improve profitability. Your efficiency improves An UnbeAtAble SAleS StrAtegy: services offering. LabTech is now taking advantage of powerful new remote capabili- significantly as you automate processes and shift more tasks from field technicians to technicians $50-$225 on every trouble ticket. In addition, ties that are built into PCs with Intel vPro technology. These new tools significantly working remotely in your service center. The remote and “off-hours” capabilities of LabTech plus Deliver whAt the CUStomer wAntS toDAy you can give your customers much faster payback improve down-the-wire services with remote power-up capability, proactive alerting, and persistent asset and configuration information. Intel vPro technology lower your service delivery cost and thus increase your profitability. Your small and mid-size business (SMB) customers are focused on n Significantly increase staff utilization. The solution’s remote capabilities increase the on their PC investments. n Deliver services after hours to decrease customer interruptions and increase number of issues a technician can handle per day, while the ability to move activities to off-hours staying profitable and growing, but they probably don’t realize how the right PC choice can help them tackle the issues they care about most. your utilization. Because you can remotely power up, power down, and reset PCs helps smooth the scheduling of tasks across your support staff. Both of these advantages can Lenovo PCs based on the 3rd Generation Intel® Core™ vPro™ proces- with Intel vPro technology, you can shift more work to off-hours when it won’t interfere have a large impact on your staff utilization. sor and ThinkVantage* Technologies directly address the issues improved efficiency and productivity. Downtime is lost produc- with customer productivity. These functions include patch management using LabTech’s n Create new, recurring, and highly profitable revenue streams. As you create new service they are thinking about now, as shown in the table below. tivity, every time. Intel vPro technology, used in conjunction with a Business Impact #1 powerful Patch Manager, software updates, virus scans, backups, and asset inventories. offerings with LabTech, your clients will require them on an ongoing basis to ensure maximum return leading management console software application, allows techni- Improved monitoring and alerting that can prevent problems. The LabTech plus on their IT investment. This creates recurring revenue streams for your service delivery organization. Lower Your Labor Cost with Every Trouble Ticket—Up to $225 Each Time1 n cians to proactively monitor PCs and spot many issues before they Intel vPro technology solution takes advantage of new alert templates to set alerts, create bUSineSS vAlUe yoUr CUStomer n Transition your current customers more easily into managed services. With LabTech, become problems and cause downtime, and can reduce PC downtime Because you can do more PC maintenance and repair tasks remotely with PCs based on Intel® vPro™ technology2—using your existing tickets, or establish auto-fix script actions for faster, less costly remediations—often neeDS toDAy AnD tomorrow your break/fix and warranty customers can be introduced to the benefits of managed services. up to 83% per PC.4 When a problem does occur, it can often be fixed management console software from Kaseya, LabTech, Level Platforms, or N-able—your staff can get things done faster and multitask more. before the customer knows there’s a problem. After-hours NOC alerts can be sent to Start the conversation your customer wants to have now. Here’s For customers using block hour maintenance agreements, LabTech provides improved customer remotely, reducing costly, time-consuming field visits and accelerating Not only do customers love the improved service, your cost savings really add up. a remote NOC team or designated technician. how Lenovo PCs based on Intel vPro technology1 can make noticeable responsiveness, opportunities to provide higher-value services, and cost-saving efficiencies for remediation. In addition, technicians can perform software updates improvements to your customers’ productivity and cost structure. Because Intel vPro technology works with your existing management console software, there are no new investments to make. What’s it n Deliver new value to your customers: lower power cost and higher productivity. your operations. securely and remotely after hours without interrupting end users. like in your real-world setting? Ask one of these colleagues: Using LabTech, you can proactively manage your customer’s PC power state to save n Improve customer service and increase your influence. The solution improves service greater ease of manageability. 80 percent of the lifetime cost Advanced security that helps you handle today’s emerging them significant power cost. In addition, your increased ability to solve problems remotely quality and enables proactive services that reduce business disruption for the customer. In addi- of running a PC goes to managing and maintaining the system and its threats. The hardware-enhanced security capabilities of Lenovo Labor Cost Saved Each means less downtime—and that means greater productivity. tion, your increased visibility into the customer’s assets and infrastructure performance position software,2 including costs from deployment, system monitoring, help PCs with Intel vPro technology enable proactive protection. In fact, Maintenance Average Time Saved Time Task is Performed MSP or Repair Task per Incident (assumes labor rate of $75/hour) you as a trusted partner with strategic insight into the customer’s IT needs. desk assistance, making updates to software, user downtime, asset security patches can be pushed down to the client PC and kept up-to- management, and maintaining security. Lenovo PCs based on Intel date remotely, ensuring full compliance. Encrypted remote power-on Hardware repair 60 minutes3 $75 Why Choose LabTech? vPro technology have a unique and extensive set of tools built in and update capabilities give technicians full control and let them Base2 Digital that can reduce each of these cost components and lower overall OS repair 45 minutes3 $56 Capabilities Table — The Power of LabTech Plus Intel® vPro™ Technology update PCs after hours. n If you can think of an IT task or process, LabTech can automate it. LabTech’s vPro OOB LabTech vPro and LabTech – PC management costs by up to 50 percent.3 Hardware repair 60 minutes4 $75 innovative technology helps to increase your efficiency and improve technical perfor- Capability Only In-Band Only Better Together Axcell Technologies OS repair 80 minutes4 $100 mance. By eliminating time-consuming, repetitive maintenance work, you can assign Discover vPro-enabled devices x x x impACt of lenovo pCS with intel® vpro™ teChnology technicians to higher priority projects and do more with less. CUStomer ConCern AnD thinkvAntAge* teChnologieS Hardware repair 90 minutes5 $112 Configure vPro settings from centralized console x x x n Buy as you grow. A simple pricing and licensing model makes LabTech both affordable Requires third-party reducing costs Reduces the total cost of PCs by decreasing deskside visits up to 90% each month when Circle Computer Resources OS repair 15 minutes5 $19 and easily scalable. LabTech’s developers have experienced the challenges today’s IT Remote repair using Lenovo PCs with Intel vPro technology.4 services professionals face and will sell you only the number of agents you need, when KVM software Your LabTech and Extended asset management and monitoring increasing productivity and customer focus Reduces downtime and business interruptions through manageability and security capa- Alvarez Technology Hardware repair 90 minutes6 $112 you need them. Hardware event collection/alerts x x x Intel Key Contacts bilities. Hardware and software repair times can be reduced up to 75% when using Lenovo Green Light Business Technology OS repair 180 minutes7 $225 n LabTech Marketplace Solutions. Benefit from the collaborative exchange of technical PCs with Intel vPro technology.4 Power ON/OFF x Limited support x LabTech Software: and practical information—including scripts, monitors, plug-in integrations, MSP imple- protecting critical business information Proactive security better protects against more threats. PCs stay safely patched, and they Asset inventory x x x email@example.com mentation tools, and expertise—that will enhance your IT services offering. can be patched up to 83% faster.5 Business Impact #2 n LabTech Mobile Access. You can support and resolve most customers’ issues from a Network auto discovery x x 877.522.8323 maximized returns on technology A capable PC infrastructure with the performance for tomorrow’s demanding applications Reduce Truck Roll Expenses device in the palm in your hand! Work from anywhere, at any time with LabTech Mobile, In-band monitoring and alerting x x www.labtechsoftware.com investments and a repair rate 26% lower than the industry average.6 Every field visit incurs not only labor costs, but physical costs related to gas, parking, mileage, tolls, insurance, and vehicle maintenance. available for Windows* Mobile 6.5, Android,* iPhone* and iPad.* Out-of-band monitoring and alerting x moving towards “green it” Significantly reduce power consumption and cost with advanced after-hours power Intel: These can easily add up–$30, $40, or $50 per trip. Every truck roll prevented by the advanced remote management capabilities of Intel Patch management x x management, up to $600 per year, per PC.5 Kevin Havre vPro technology sends those dollars straight to your bottom line. Service automation via scripting x x Market Development Manager Trouble tickets x x firstname.lastname@example.org On-demand and scheduled reports x x 503.696.3935 Policy-based system for monitoring and alert best practices x x Brief: Breakthrough Web: Find an Intel Guide: LabTech Sales Brief: Lenovo vPro Cost Savings (PDF) vPro System (HTML) Guide (PDF) Sales Brief (PDF)
“vPro has a one-time $25 cost adder, but customers get Overview of Lenovo Desktops and Laptopsthis expense back every time in improved productivity and with Intel vPro Technologyreduced downtime and energy costs. We’re going to use Lenovo desktop, notebook, and tablet PCs based onvPro exclusively and we’re actually not giving customers Intel vPro technology, combined with a leading software management application such as LabTech, providean option because the service, productivity, and costs unprecedented capabilities. These advances allow you to deliver more value to your managed services customerssavings are so dramatic.” by helping them spend smarter, get more done, and be — Greg Chavez, more secure. President, Orion • Remote diagnosis and repair reduce costly and time- consuming deskside and service depot visits by resolvingCutting the Costs of Delivering problems and repairing PCs quickly from the console— even if the PC is powered off or in standby mode, isExceptional Service connected to a wireless network, or has a disabled OS.4 Managed service provider Orion Integration Group, in Boise, Idaho, • KVM Remote Control connects easily, maintains the wants to make IT more predictable for its clients. “Whether it’s connection through reboot cycles, and gives technicians help desk, IT projects such as expansions or refreshes, or vendor a “full GUI” view of the PC they are working on.3 management, we want to provide exceptional service at predictable prices,” says Greg Chavez, president of Orion. Chavez is emphatic: • Secure, remote power up and power cycling allow you to“The IT industry has a black eye because we have all sorts of perform scheduled maintenance, backups, and monitoring after hours.4‘professionals’ providing service for exorbitant fees—and many of these IT guys aren’t even certified.” • Encrypted, remote security updates ensure that securityChavez and his team at Orion are trying to change this. Orion is patches are up to date and speed the deployment of critical patches, even to systems that are off or down.committed to providing a breakthrough alternative to break-fix,whether delivering managed IT services at a flat, predictable rate; Lenovo tools, such as Access Connections™, help to avoidcertifying technicians; streamlining their customers’ experience; calls regarding wireless connectivity, while the Passwordor controlling costs by identifying and fixing issues before they Manager* helps to avoid support requests for passwordbecome a “problem.” resets. All of this is on top of Lenovo’s excellent reliability: the repair rate for Lenovo PCs is 26 percent lower than theThis approach led Orion to adopt Intel vPro technology-based industry average.5Lenovo PCs as a standard part of their solution. “We are in Boise,Idaho, but we are surrounded by rural areas and many of ourcustomers are 60 or 70 miles away. With vPro and its hardware- Why Lenovo PCs with Intel vProbased KVM, we can service our customers faster and we don’t Technology?have to roll a truck to do it,” notes Chavez. By managing theseadvanced platforms through its LabTech management console Orion’s standard installation is a Lenovo desktop or laptopsoftware, the company has been able to significantly cut the PC featuring Intel vPro technology. “vPro-based PCs fromcost of delivering services while at the same time improving its Lenovo are rugged enough for business,” says Chavez. “Icustomers’ IT experience. think they have a superior design and because they are a business-class machine, they don’t come loaded with a“vPro has a one-time $25 cost adder, but customers get this bunch of bloat ware.” The excellent performance of their expense back every time in improved productivity and reduced Intel® Core™ i5 vPro™ and Intel® Core™ i7 vPro™ processors downtime and energy costs,” says Chavez. delivers the horsepower that Orion’s clients need to run demanding business applications and protect theirThat’s why going forward, Orion will use Intel vPro-based investment into the future. “These machines are rugged. IPCs as part of its standard platform. “We’re going to use vPro can throw a laptop across the conveyer five times a weekexclusively and we’re actually not giving customers an option with no problem. Plus, Lenovo’s support is top level—webecause the service, productivity, and costs savings are so don’t have to wade through 30-minute support calls withdramatic,” says Chavez. the call center guy reading a script.”2
Advanced Tools Decrease Repair Costs by “Our objective is always to minimize customer downtime.$100 per Service Ticket vPro PCs let us be less intrusive and fix problems faster.The advanced manageability and security features of Intel vPro It’s much better than taking away a customer’s machinetechnology allow Orion to significantly streamline a number of key and results in much less lost productivity.”PC management tasks within its existing management consolesoftware. This both reduces cost and helps eliminate downtime and — Greg Chavez,interruptions for PC users. The power of this solution has three President, Orionelements:• Increased ability to monitor, manage, and repair PCs remotely4— regardless of power state or operating system health—greatly LabTech Remote Monitoring and reducing maintenance and management costs and increasing the Management (RMM) Solution utilization of Orion’s personnel.• Increased security capabilities that better protect the customer’s LabTech is the only RMM solution developed from the critical data while reducing downtime. ground up by managed services providers for managed services providers. If you can think of a task or process,• A standardized, energy-efficient platform that can meet LabTech can automate it. LabTech’s robust functionality can the developing demands of the customer’s business while increase technicians’ efficiency through the automation of significantly reducing total cost of ownership (TCO). routine maintenance tasks as well as the development of preventative measures using powerful monitors and scripts.“We’re on a flat-fee basis with all our customers,” says Chavez. “So reducing truck rolls and deskside visits is imperative if we are going to save money. Our customers also appreciate the improvement in Comprehensive remote management their own productivity through the reduction in downtime.” capabilities that improve and extendRemote remediation of OS problems decreases your services offeringrepair times by 75%. LabTech is now taking advantage of powerful newToday’s Intel vPro technology-based PCs include KVM Remote remote capabilities that are built into PCs with IntelControl, a unique hardware-based KVM capability built directly into vPro technology. These new tools significantly improvethe PC.3 Like software-based KVM tools, it allows technicians to down-the-wire services with remote power-up capability,remotely control the keyboard, video, and mouse on a customer’s proactive alerting, and persistent asset and configurationPC. But unlike software-based KVM tools, KVM Remote Control information.connects easily, maintains the connection through reboot cycles,and gives the technician a “full GUI” view of the PC they are working after-hours SERVICE DELIVERY to decreaseon. “Restoring the OS via KVM is a really big deal,” says Chavez. “We customer interruptions and increasedo at least two of these restores a month and without vPro, eachrestore takes eight hours. With vPro, we can reduce the time spent your utilizationdown to two hours. This is significant for several of our customers,” Because you can remotely power up, power down, andChavez continues, “because if they have a system go down, they reset PCs with Intel vPro technology, you can shift morecould lose thousands of dollars in lost productivity.” work to off hours when it won’t interfere with customerRemote diagnosis of hardware problems cuts repair productivity. These functions include patch management using LabTech’s powerful Patch Manager*, softwaretimes by 33%. updates, virus scans, backups, and asset inventories.With Intel vPro technology-based PCs, Orion is able to remotelypower up a PC to run diagnostics and determine what partneeds replacing. “vPro lets us avoid the diagnostic visit and the Improved monitoring and alerting that canassociated truck roll. We can diagnose remotely then show up with prevent problemsthe right part the first time,” Chavez says. For typical hardwareproblems, Intel vPro technology cuts Orion’s average repair times The LabTech plus Intel vPro technology solution takesby 33 percent. advantage of new alert templates to set alerts, create tickets, or establish auto-fix script actions for faster, less costly remediations—often before the customer knows there’s a problem. After-hours NOC alerts can be sent to a remote NOC team or designated technician.3