Network Monitoring Integration
Unify service monitoring
with CRM
Break the silo between operations and the business to generate additional revenue and improve customer experience by bringing network and infrastructure monitoring information into the CRM.
Why integrate monitoring systems with CRM?
Monitor customer services across all elements to gain a 360° insight into service performance and discover upsell opportunities.
Recover
Missed Revenues
Automatically detect upsell opportunities
using monitoring data,
algorithms & machine learning.
- Continuously examine customer services and their elements to identify potential upgrade opportunities
- Automatically create upgrade opportunities in the CRM and instantly notify account managers
- Shorten sales cycles by engaging customers at the right time
Strengthen Customer
Relationships
Enable best-in-class customer experience by providing account managers and sales reps with a 360° insight into service performance.
- Enable substantive conversations with customers by providing key service information such as availability, usage, capacity forecasts and others directly in the CRM
- Elevate account management and transform it into valuable business consulting
- Ensure information availability & consistency across monitoring systems, CRM, and the Customer Portal
ROI Calculator
An example ROI (return on investment) calculation for a provider with 5K services and $500 ARPU (monthly recurring charge).
| Number of services provided for customers | 5,000 |
| Average monthly recurring charge (MRC) per service (excl. taxes & fees) | $500.00 |
| Average MRC increase resulting from service upgrade | $100.00 (20%) |
| % services needing upgrade | 5% |
| Services needing upgrade | 250 |
| Monthly revenue increase | $25,000.00 |
| Annual revenue increase (HIDDEN REVENUE POTENTIAL) | $300,000.00 |
Holistic service monitoring
Traditional NMS/RMM/APM/APM/Observability systems monitor individual elements (or nodes) only. Each element represents a single piece of equipment (a router, a firewall, a server, a network interface, etc.) or an application (a SQL database, an Active Directory server, a DNS service, etc.).
However, a single service usually depends on multiple elements to work properly.
We solve this problem by looking at the service structure (service elements and their dependencies), cross referencing it against individual elements’ performance and applying data science analytics to establish a holistic, aggregated view of services.
Understand the big picture easily
Establish easy-to-understand view of services' and accounts' performance for account managers, sales reps and support teams so they can serve customers better:
- Access overall operational status (Up, Down, Has Issues) of services, accounts, and service locations with a single click
- Quickly analyze service availability, performance metrics and alarms as well as their timelines
- Discover potential upgrade opportunities (e.g., more storage or bandwidth, different product, etc.) for easy upselling
- Use normalized data to feed third party AIs & algorithms
Leverage your existing monitoring
Consolidate information from your NMS/RMM/APM/Observability systems to gain a complete insight into customer services' performance and availability.
- Integrate various NMS/RMM/Observability platforms under a single umbrella
- Retrieve and analyze customer service data ranging from network utilization to top SQL queries
- Avoid blind spots with direct monitoring of elements that are not supported by your current monitoring
- Apply algorithms to extract valuable business insights
Gain visibility into financial impacts of problems
Combine performance and financial information to make better business decisions, triage and prioritize issues, and focus communication where most effective.
- How much service revenue is affected (total across all outages)?
- How many accounts are affected and what is the total associated revenue for each account?
- How much revenue is associated with open support cases?
Simplify outage response automation
Leverage service-level alarms and availability to easily create automated support cases or implement other outage automation scenarios.
- Create proactive, automated tickets/cases as responses to outages
- Automatically calculate revenue and margin affected by outages and alarms for triage and prioritization
- Easily handle complex monitoring logic for services like SD-WAN or software-as-a-service applications
Integrate any NMS/RMM/APM/Observability systems
Integrate out of the box with industry standard NMS/RMM/APM/Observability systems as well as any API-enabled ones.
