Quantifying the Benefits of Proactive Monitoring

It often is difficult to quantify specific technology investments.

When Martello Technologies approached me about a project to analyze, investigate, and create a model that estimated the value proactive monitoring and advanced diagnostic tools could have for managed service providers (MSPs), I was intrigued.

This sounded like both an interesting and challenging project. The type I seek out.

I was initially concerned that Martello might try to "put their finger on the scale" (a phrase often used to metaphorically describe a situation where someone is trying to influence the result of something in their favor). However, after our project scope discussions, it became clear that Martello was happy to support the research and was happy for us to share the results only after our model was developed.

There is a great variety in the size and operations of MSPs.

We talked to small, medium, and very large MSPs. We researched what others had written related to staffing levels required to support Microsoft Teams, the quantity of tickets generated by a typical user, and the time an average support ticket took to resolve. To be honest, there was a large amount of variability.

In the end, we created a model that had reasonable default values, based on our research and interviews, but that also allowed key values to be modified.

You can input values that match your business situation and explore potential impacts.

In the whitepaper we share details related to the key input variables, and outline several representative examples.

Overall, based on our research, we found that if MSPs implement advanced diagnostic tools and proactive monitoring, it is reasonable to expect…

• 50% reduction in labor required for incident management
• 20% reduction in churn
• 10% upsell opportunity
• 20% reduction in tickets that are escalated to Microsoft (which may incur support costs)
• 5% improvement in CSAT (customer satisfaction) or NPS (net promoter score)
• 25% reduction in SLA penalties, if applicable

I'd encourage you to check out all the details at the link below:

The Value of Proactive Monitoring for Managed Service Providers | Martello Technologies

If you have any comments, suggestions, or critiques, please DM me or post a comment. I will be happy to respond to any messages.

I am part consultant and part analyst. I help organizations select and successfully implement leading collaboration, communication, and AI technologies, focusing on delivering positive business outcomes. I work with vendors to generate awareness and demand, refine and position their products, often leveraging my unique understanding and expertise within the Microsoft ecosystem.