Netability Grows Its MSP Business and Increases Customer Satisfaction with Action1

The Challenge

When the COVID-19 pandemic drove many companies to switch to remote work, Netability saw a marked rise in demand for IT services to support and secure remote workforces. As the company sought to manage more customer endpoints, the IT team realized that its remote monitoring tool would no longer suffice, due to its high complexity, steep learning curve and unreliable performance. “We needed a scalable product that would operate stably from the cloud and would enable us to secure and support our customers remotely while automating our tasks,” explains Mario Domeniconi, CTO at Netability. “The solution also had to be easy to deploy and use, to ensure we would be able to quickly onboard new technicians.”

The Action1 Solution

After gathering feedback from his peers about different RMM solutions and testing several tools himself, Mario chose Action1. “Acton1 encompassed all the features we were looking for to provide our customers with best-in-class service”, says Mario. “It has robust patch management capabilities and integrated remote desktop, and it is cloud-based, easy to use, secure, and customizable.”

The Benefits

Quick time to value. Mario and his team started by rolling out Action1 to a single client — the whole process took less than 15 minutes. Getting all other customers fully up and running required less time than they expected and was very straightforward. Moreover, Netability technicians were able to learn Action1’s functionality and make full use of the platform from the very first day. “Remote connections were reliable and stable; Action1 scales easily and works equally fast whether we have to manage 100 endpoints or 2,000,” says Mario. “We can securely monitor and manage our customers’ devices from the cloud, and everything is streamlined and fast.”

High customer satisfaction. Action1 enables Netability to automate software deployment and patch management across each customer’s remote endpoints, thus reducing the risk of security breaches. Netability technicians can easily spot outdated apps across any customer’s remote network and patch them, approve or decline newly released updates, and discover and remove unlicensed software — all without hurting end-user productivity. Action’s pre-defined actions streamline multiple maintenance tasks, such as onboarding new devices for their customers.

Cost savings and high value ensure strong ROI. Netability technicians can provide customers with high-quality IT support via Action1’s built-in Remote Desktop, saving the company over $40,000 annually by eliminating the need to purchase a separate remote support platform.

Increased IT productivity fuels business growth. With Action1, each technician can manage dozens of customers from the same console, thanks to the platform’s multi-tenancy functionality. They can also easily customize the user experience to efficiently achieve their goals. As a result, IT productivity has soared, enabling Netability to grow its MSP business without worrying about overwhelming the technical team. In fact, Action1 saves the team so much time on routine tasks that they can now focus on more high-level goals, such as advising customers on IT strategy — an unexpected benefit that has opened a wealth of new business opportunities for the MSP.