Each year, our sister publication Computer Dealer News hosts the Channel Elite Awards to recognize IT Solution Provider for their innovation, leadership, and commitment for creating value for their customers. As Canada’s leading IT channel publication, CDN invited solution providers to submit their best work to nine different categories for 2013’s awards. Here, we present the case studies these award nominees put forward to us. Find out who the big winners are on Sept. 11 when CDN presents them at the CEA Awards Gala.

Learn more about CDN’s Channel Elite Awards 2013

Nominee: FXinnovation from Montreal, Quebec

Managed Services Solution description

The power to measure your performance and improve! FXinnovation specializes in monitoring businesses IT infrastructure as a service. We offer the technological platform and expertise, the dashboards that allow you to track the performance, the client experience, capabilities and uptime of your IT services based on industry best practices. Our vision: To give you the power! Your IT environment can grow and evolve with monitoring services that oversee IT processes from start to finish. Our integrated solution, Illuminate, delivers notifications and tracking at every level of your business: • Technical components (network, servers, etc.) • IT services (combining technical components) • Service level agreements (structuring the service) Our approach includes: • A start-up phase : Consulting and architecture monitoring, establishing processes, integrating and configuring a customized solution. • A development phase : Automatic notification of defects, tracking of infrastructure changes, monthly performance and uptime reports, trend analysis, customer service centre, recommendations based on tracking.

What makes your Managed Services innovative or original compared to the competition?

We are the only one vendor providing a complete IT and business services monitoring solution as a manufacturer and a complete managed services. One of the biggest pain that exist in the monitoring market is many software players offering complex solutions with advance functionalities that the client are unable to deploy and to get all benefits.

What were the benefits of your Managed Services Solution for your client and what evidence can you provide to show this?

Benefits of our managed service are: 1) Visibility on client experience of your business services; 2) Proactively resolve performance; 3) Availability problem that affect critical business services (benefits on sales, revenues and efficiency). What changed ? Actually, we’re monitoring a CRM of each business segment in a Canadian Bank. The non-performance of the CRM affects sales, revenues and efficiency. We can measure the business impacts based on the specific performance problem or the amount of time the service was down.

What are the main reasons that your Managed Services are better for the customer than an on-premises solution?

1) Customers don’t have the expertise needed to implement, maintain and evolve a complex monitoring solution. 2) Most of the time, customers will be able to deploy only basic monitoring. 3) Customers need to get advance business services monitoring to get a real ROI. 4) Most of the time, the customers end up using a small amount of the functionalities provided by the on-premise solution, and the manufacturer of the solution offers minimal services and expertise.

How did the Managed Service improve the customer’s ability to server its internal or external clients?

By giving real time visibility into business services, the customers can proactively manage any performance or availability of a critical business services.

How does the solution further your client’s green or environmentally friendly plans?

The solution requires less infrastructure support and fewer servers. Obviously, this solution reduces energy use and emissions.

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  • BlinkConsulting

    I think this is the best information ever i read on managed services.You really explain all the points in a very detail so that anyone can understand.