eacs Ltd is known as a leading IT Services Provider to the mid-market in the United Kingdom. During the pandemic and through a two year surge in business growth, they knew the importance of the transformative journey their business operations was on. Following some successful investment in service delivery, customer service, and business operations, eacs turned their focus to optimizing the NOC.
For their complex environment where productivity is critical, complete standardization seemed unrealistic. Backup checking and remediation fell to a small team of service analysts using multiple tools and individual methods which was inefficient. The requirement was to find an end-to-end monitoring solution for their backups. Upon hearing Backup Radar CEO, Patrick Leonard’s story and attending a personalized demo, eacs knew they had found the solution they were hunting for.
Committing time and resources upfront results in business productivity
Once eacs was onboarded, they began by testing two large key clients in Backup Radar. They immediately saw how the application was uncovering inefficiencies in process and removing the team’s manual efforts. After running this successful test, they quickly scaled up to an 800 server plan within two months. After four months of use, the team has removed virtually all manual processes from across their entire client base, and are very confident in the output from Backup Radar across their entire portfolio.
After being very intentional with the set up, eacs has been able to expand the scope and remit of the NOC. “It has transformed the way they work and think, they are much happier and are confident in their daily reporting being 100% accurate” said Anne Stokes, eacs Head of Services.
“This has flipped the focus of the working day, from 90% of the day doing backup checking and 10% available for remediation activities, to 10% checking and having 90% of the day available for any remediation, repairs, and special projects to the clients’ environment.”
Partner Collaboration is Win-Win
“The biggest surprise and highlight has been the collaboration” says Tom Wicks, Head of NOC at eacs. “Backup Radar is exactly how it sounds – a radar for all things backup related, it can do it all. They helped us put the right reports and alerts in place in their thorough onboarding. They were even able to build a custom script for one of our backup vendors which we were not getting native results from.”
With shared experiences from hundred’s of MSP’s, Backup Radar is able to scale their learnings to ensure best practices are in place for every client. Backup Radar’s continuous development and innovation is, in part, fuelled by the feedback from its users. The product expands with each request so Backup Radar can support others with similar environments, including new backup vendors.
“It really does work well within our Veeam and Azure environment, while still supporting the other applications we use,” Wicks adds.
When asked what they would miss the most in a non-Backup Radar world, eacs mentioned two key benefits. The confidence earned with their customers through compliance reporting, and team efficiency and engagement. “We could make it work without, but I think we’re much happier having Backup Radar in place,” says Richard Puckey, Head of Compliance.
- The Client: eacs Ltd
- Company Size: 200+ employees, 250+ clients
- Server Count: ~2200 and counting
- Current Backup Apps: Azure, Veeam, Backup Exec, Netapp, Asigra, Infrascale
- PSA: Autotask
- Other tools: IT Glue