Saving time, reducing complexity, and delivering value to IMS Technology Services’ customers
IMS Technology Services (IMSTS) is an award-winning provider of systems integration and event staging solutions designed to foster collaboration, productivity, learning, and business communication. The company offers audiovisual systems integration, event staging, project management, and AV managed services to customers across the greater Philadelphia area, the northeast, and nationwide.
Industry
Audio&Video
Challenge
The company sought a cloud solution that enabled them to remotely monitor, manage and repair their customers’ devices to save on truck rolls, improve time to resolution, and offer a highly competitive service model.
Approach
For their 4Sight managed services program, the IMSTS team sought to focus on features that simplify daily tasks: providing a single, unified view for clear system visibility, and quick issue identification.
Solution
Using Xyte, IMSTS is able to monitor all devices and customer tenants in a single pane of glass, enabling them to prioritize incidents by order of criticality. As an early adopter of Xyte Connect+, IMSTS leverages the cloud-to-cloud connectors available in the platform, as well as their own custom-developed modules, eliminating the need to juggle multiple clouds and platforms. Creating custom commands for devices and providing critical device data to IMSTS’ customers are additional ways the company is leveraging Xyte to improve service delivery and provide value to their customers.
IMSTS uses Xyte’s APIs to create their own library of customized device drivers, which are run locally on a third party control system and use a bridge to communicate with the Xyte Device Cloud. These drivers enable IMSTS to control the devices they monitor for their customers as if they are in the same room.
Results
- Cost efficiency: fewer on-site visits, significant time savings, and streamlined administrative tasks
- Enhanced SLAs: using real-time insights, IMSTS identifies issues ahead of time, often resolving them remotely or arriving on-site with a solution in hand.
- Proactive service model, which enables IMSTS to identify and address problems proactively, often before the customer notices.
Overall, Xyte enables us to deliver a higher level of service and support, making a real difference in how we operate day to day, and in the value we offer our clients.
