Progressive Computing Uses Intel® vPro™ Technology to Demystify IT for Customers 66% reduction in OS repair times and a 40% reduction in hardware repair times helps MSP reduce travel time and increase capabilities “vPro has a one-time $25 cost adder, and I’d be willing to eat those costs because having it makes such a difference both in our productivity and efficiency, and the client’s.” — Ugo Chiulli, Managing Partner, Progressive Computing Progressive Computing’s deployment of PCs based on Intel vPro technology yields better IT functionality and lower service delivery cost ACTIVITY WITHOUT INTEL VPRO TECHNOLOGY WITH INTEL VPRO TECHNOLOGY IMPROVEMENT Average time to resolve a hardware problem 140 minutes 85 minutes Reduced 40% Average time to resolve an OS problem 2 hours 40 minutes Reduced 66% Average amount of downtime per PC per month 18 minutes 15 minutes Reduced 16% Time to achieve 95% patch saturation 8 hours 2 hours Reduced 75% Power cost savings per PC over 3-year life span $0 $180 TCO lowered by $180 Guide: Dell Sales Guide (PDF) Brief: Kaseya Sales Guide (PDF) With clients throughout Westchester County and the greater New York metropolitan area, managed service provider Progressive Computing relies on Dell PCs with Intel® vPro™ technology 1 to provide faster, more efficient service to their customers. By diagnosing and repairing PCs remotely with Intel vPro technology and its Kaseya management console, Progressive Computing saves on truck rolls and deskside visits, and has the ability to service customers more quickly. With Intel vPro technology, Progressive Computing has been able to reduce OS repair times by 66 percent and hardware repairs times by 40 percent. At the same time, it has reduced deskside visits by a whopping 100 percent and cut downtime by 16 percent. Delivering More to Customers through Intel vPro Technology 2 CASE STUDY Progressive Computing Drive New Small and Medium Business Sales Opportunities with DellOptiPlex,Precision,and LatitudePCs Featuring IntelvProTechnology Advanced Capabilities with Embedded Security Open New Sales Opportunities in the Small and Medium Business (SMB) Market Increase Your Margins and ASPs by Selling The New SMB Standard Increase Your Account Control by Better Addressing Customers’ Needs Deliver Advanced Capabilities Now To learn more visit msp.intel.com/dellvpro. Solution Brief The Intel® vPro™ Technology Advantage Kaseya and Intel® vPro™ Technology Offer MSPs a Proven Solution With Real-World Business Benefits See the Real-World, Quantifiable Results Resources available at https://msp.intel.com Brief: Breakthrough Cost Savings (PDF) Web: Find an Intel vPro System (HTML) Savings Brief Business Impact #1 Lower Your Labor Cost with Every Trouble Ticket—Up to $225 Each TimeBusiness Impact #2 Reduce Truck Roll Expenses Breakthrough Cost Savings Using your existing management console and PCs featuring Intel® vPro™ technology, you can save $50-$225 on every trouble ticket. In addition, you can give your customers much faster payback on their PC investments.
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Progressive Computing Uses Intel® vPro™ Technology to Demystify IT for Customers66% reduction in OS repair times and a 40% reduction in hardware repair times helps MSP reduce travel time and increase capabilities
“vPro has a one-time $25
cost adder, and I’d be willing
to eat those costs because
having it makes such a
difference both in our
productivity and efficiency,
and the client’s.”
— Ugo Chiulli,
Managing Partner,
Progressive Computing
Progressive Computing’s deployment of PCs based on Intel vPro technology yields better IT functionality and lower service delivery cost
Activity
Without intel vPro technology
With intel vPro technology imProvement
Average time to resolve a hardware problem
140 minutes 85 minutes reduced 40%
Average time to resolve an OS problem 2 hours 40 minutes reduced 66%
Average amount of downtime per PC per month
18 minutes 15 minutes reduced 16%
Time to achieve 95% patch saturation 8 hours 2 hours reduced 75%
Power cost savings per PC over 3-year life span
$0 $180 tco lowered by $180
guide: Dell Sales Guide (PDF)
Brief: Kaseya Sales Guide (PDF)
With clients throughout Westchester County and the greater New York metropolitan area, managed service provider Progressive Computing relies on Dell PCs with Intel® vPro™ technology1 to provide faster, more efficient service to their customers.
By diagnosing and repairing PCs remotely with Intel vPro technology and its Kaseya management console, Progressive Computing saves on truck rolls and deskside visits, and has the ability to service customers more quickly. With Intel vPro technology, Progressive Computing has been able to reduce OS repair times by 66 percent and hardware repairs times by 40 percent. At the same time, it has reduced deskside visits by a whopping 100 percent and cut downtime by 16 percent.
Delivering more to customers through intel vPro technology2
cAse stuDyProgressive Computing
Drive New Small and Medium Business Sales Opportunities with Dell™ OptiPlex,™ Precision,™ and Latitude™ PCs Featuring Intel® vPro™ TechnologyAdvanced Capabilities with Embedded Security Open New Sales Opportunities in the Small and Medium Business (SMB) Market
Increase Your Margins and ASPs by Selling The New SMB Standard The Dell™ OptiPlex™ desktop PCs, Dell™ Precision™ desktop PCs, and Dell™ Latitude™ E-family laptops featuring the 3rd generation Intel® Core™ vPro™ processor family bring remote manageability, proactive security, and unprecedented energy-efficient performance – giving your SMB customers better protection and more uptime.
Increase Your Account Control by Better Addressing Customers’ NeedsThe capabilities of Intel vPro technology1 meet the demands that your SMB customers have now:
The increasing use of outsourced IT services. More and more SMBs are realizing that managing their own computers distracts them from their business. They’re turning to providers of remote and proactive management services that rely on Intel vPro technology.
Less downtime, less interruptions. Downtime is lost productivity, every time. In fact, hardware and software repair times can be reduced up to 92% when using Dell PCs with Intel vPro technology.2
The need for protection from growing security threats. SMBs are increasingly aware of the large potential risks to their business from viruses, malware, and data theft. Dell PCs with Intel vPro technology can be patched up to 85% faster.3
The need for a stable PC infrastructure that can handle increased demands. SMBs realize that staying competitive will mean new and more demanding applications. They know they’ll need PCs that can handle the load.
The Dell OptiPlex 7010 and 9010 PCs; Latitude E5430, E5530, E6230, E6330, E6430, and E6530 laptops; and Precision™ M4700 and M6700 laptops meet these demands and give you an opportunity to start valuable conversations now.
Deliver Advanced Capabilities Now
Better Manageability That Lowers PC Management Costs4
• Accessmachinesremotelyeveniftheyarepowereddown or the OS is inoperable.
• Healsystemsremotely,evenifthesystemispoweredoff or the operating system is disabled.
• SupportedbyleadingmanagementconsolesincludingDell™ Kace, which provides a low-cost alternative to computer management software using an appliance-based architecture.
Remarkable Power Savings and Excellent Performance• UniqueEnergySmarthardwareandsoftwareoptions.
• ProvidesanexcellentWindows*7Professionalexperience with intelligent performance and enhanced security features.
• The3rdgenerationIntelCorevProprocessorfamilydelivers improved performance and productivity with the help of breakthrough technologies that deliver extra speed whenever you need it, and dial down energy usage whenever possible. PCs stay responsive with Intel® Turbo Boost Technology6 2.0, which adapts performance when needed for more demanding tasks.
Leverage the Increasing Use of Outsourced PC Management by SMBs• IntelvProtechnologymakestheleadingSMB
Kaseya is a leading global provider of IT systems management software. Kaseya solutions empower consumers, corporations and IT service providers to proactively monitor, manage and control IT assets remotely, easily and efficiently from an integrated Web-based platform.
Kaseya’s IT automation solutions for managed service providers (MSPs) and IT professionals are designed to reduce complexity and increase productivity. The Kaseya IT Automation* Framework provides a comprehensive, integrated view of IT environments from a centralized Web-based management console, enabling you to remotely manage the entire computing infrastructure within one powerful application.
The Kaseya IT Automation solution can help you build a growing and profitable IT services practice:
• Automate all key IT tasks in one central framework; work within a single pane of glass
• Manage each client’s infrastructure, network components, servers and desktops remotely, comprehensively and transparently
• Efficiently manage hundreds of systems through one interface, saving time, hassle, money and resources
• Grow your business without adding resources
• Effectively demonstrate your value to customers
• Transition from a break-fix business model to proactive IT service delivery
• Deploy a solution that can scale as your business grows
The Intel® vPro™ Technology AdvantagePCs powered by Intel® vPro™ technology1 have unique hardware-based management and security capabilities that augment the functionality of the Kaseya IT Automation Framework and make it even easier for you to provide reliable PC care, intelligent perfor-mance and trusted security. These advances enable you to deliver an IT services solution with more value for your customers:
Kaseya and Intel® vPro™ Technology Offer MSPs a Proven Solution With Real-World Business Benefits
• Remotely diagnosis and repair costly deskside and service depot visits by resolving problems quickly from the management con-sole—even if a PC is powered off, in standby mode, connected to a wireless network, or has a disabled operating system.2
• Automated proactive alerts identify issues before they escalate into problems or require costly repairs.
• IDE-Redirect allows efficient remote re-imaging of a system from an image on the network.
• Secure remote power-up and power cycling allows scheduled maintenance, backups and monitoring to be performed after hours, avoiding interruptions to business.
• Encrypted, remote security updates help ensure that security patches are up to date and ensure the rapid deployment of critical patches, even to systems that are off or down.2
• Remote asset tracking eliminates time-consuming manual inventory of hardware and software with remote inventory management, even if a system is off or down.2
See the Real-World, Quantifiable ResultsTop-tier MSPs are getting more done by using the advanced capabilities of Intel vPro technology to extend the reach of Kaseya’s IT Automation solution:
• Powerful remote manageability, even if a PC is off or its operating system is inoperable
• Proactive security capabilities that offer a higher level of protection to the customer’s business
• Active power management capabilities that help customers achieve more energy-efficient IT and lower costs
On the next page, check out the efficiency gains that MSPs are experiencing when they take advantage of the integration be-tween Kaseya and Intel vPro technology. Their results illustrate the real-world benefits, including lower service delivery cost and higher customer satisfaction.
Resources available at https://msp.intel.com
Brief: Breakthrough Cost Savings (PDF)
Web: Find an Intel vPro System (HTML)
Savings BriefIntel® vPro™ Technology
Business Impact #1Lower Your Labor Cost with Every Trouble Ticket—Up to $225 Each Time1
Because you can do more PC maintenance and repair tasks remotely with PCs based on Intel® vPro™ technology2—using your existing management console software from Kaseya, LabTech, Level Platforms, or N-able—your staff can get things done faster and multitask more. Not only do customers love the improved service, your cost savings really add up.
Because Intel vPro technology works with your existing management console software, there are no new investments to make. What’s it like in your real-world setting? Ask one of these colleagues:
Green Light Business Technology OS repair 180 minutes7 $225
Business Impact #2Reduce Truck Roll ExpensesEvery field visit incurs not only labor costs, but physical costs related to gas, parking, mileage, tolls, insurance, and vehicle maintenance. These can easily add up–$30, $40, or $50 per trip. Every truck roll prevented by the advanced remote management capabilities of Intel vPro technology sends those dollars straight to your bottom line.
Breakthrough Cost SavingsUsing your existing management console and PCs featuring Intel® vPro™ technology, you can save $50-$225 on every trouble ticket. In addition, you can give your customers much faster payback on their PC investments.
Dell desktop, notebook, and tablet PCs based on intel vPro technology, combined with a leading software management application such as Kaseya, provide unprecedented capabilities. these advances allow you to deliver more value to your managed services customers by helping them spend smarter, get more done, and be more secure.
• Remote diagnosis and repair reduce costly and time-consuming deskside and service depot visits by resolving problems and repairing PCs quickly from the console—even if the PC is powered off or in standby mode, is connected to a wireless network, or has a disabled Os.3
• KvM Remote Control connects easily, maintains the connection through reboot cycles, and gives technicians a “full gUi” view of the PC they are working on.4
• secure remote power up and power cycling allow you to perform scheduled maintenance, backups, and monitoring after hours.3
• encrypted, remote security updates ensure that security patches are up to date and speed the deployment of critical patches, even to systems that are off or down.
“We service clients all over the New York metropolitan
area—which means we are routinely driving into the city.
With the remote capabilities of vPro and its hardware-
based KVM, we are able to significantly reduce our travel
time—almost eliminate it, actually.”
— Ugo Chiulli,
Managing Partner,
Progressive Computing
Cutting Costs while improving Customers’ it experienceServing Westchester County and the greater New York metropolitan area, managed service provider Progressive Computing serves as the on-demand IT department for a wide range of customers. “We demystify IT for our customers,” says Ugo Chiulli, managing partner of Progressive Computing. “IT is confusing to the common business person. We speak geek so you don’t have to.” Chiulli and his team speak a lot of geek, delivering flat-fee managed IT services for all their customers. “We don’t just take on easy customers so we can meet our SLAs,” says Chiulli.
“And we manage the day-to-day IT, as well as projects such as server upgrades, software upgrades, and network overhauls. If it touches your network, we’ll manage it.”
This approach led Progressive Computing to adopt Intel vPro technology-based Dell PCs as a standard part of their solution.
“We service clients all over the New York metropolitan area—which means we are routinely driving into the city. With the remote capabilities of vPro and its hardware-based KVM Remote Control, we are able to significantly reduce our travel time—almost eliminate it, actually,” says Chiulli. By managing these advanced platforms through their Kaseya IT Automation Framework*, the company has been able to significantly cut the cost of delivering services while at the same time improving their customers’ IT experience.
“vPro has a one-time $25 cost adder, and I’d be willing to eat those costs because having it makes such a difference, both in our own productivity and efficiency, and in the client’s,” says Chiulli. That’s why going forward, Progressive Computing will use vPro-based PCs as part of their standard customer PC platform. “We have the luxury of presenting system options to our clients and we’re always trying to push the envelope on minimum system requirements. Going forward, we’re sticking with vPro-qualified machines and presenting those to the customer—especially because it leads to overall faster service for them.”
Advanced tools cut field costs by about $150 and improve customer satisfaction.The advanced manageability and security features of Intel vPro technology allow Progressive Computing to significantly streamline a number of key PC management tasks within their existing management console software. This both reduces their costs and helps eliminate downtime and interruptions for PC users.
“An average field visit costs $150,” says Chiulli. “But, those costs are higher because the technician can’t multitask. vPro lets us leverage time, and we can do two or three things at once. You could do that onsite, but you’d be running around a lot more.”
3
Remote diagnosis of hardware problems cuts repair times by 40%.The advanced remote capabilities of Intel vPro technology allow Progressive Computing to maintain and repair PCs faster and at a lower cost. This is true for both normal maintenance activities and problem resolutions. For example, for a typical hardware problem, Progressive Computing can power up the PC, run diagnostics remotely, and see what’s on the user’s screen using hardware-based KVM Remote Control.4 This allows Progressive Computing’s technicians to determine the problem quickly without relying on the end user’s ability to type in commands or report what’s on the screen. “This capability gives us a big savings on the initial troubleshooting. A hardware repair is usually a two-visit event. But with vPro it takes just one visit because we are often able to remotely identify the problem, order the part, and then visit to make the repair. It’s faster for us and faster for the customer,” says Chiulli.
Repair times decrease 66% with remote OS remediation. The impact of Intel vPro technology on the repair of OS problems is even larger than its impact on hardware problems. With Intel vPro technology’s exclusive hardware-based KVM Remote Control, Progressive Computing can repair a PC that has a disabled operating system. Like software-based KVM tools, it allows technicians to remotely control the keyboard, video, and mouse on a customer’s PC. But unlike software-based KVM tools, KVM Remote Control connects easily, maintains the connection through reboot cycles, and gives the technician a “full GUI” view of the PC they are working on.4 “This really lets us leverage our time,” says Chiulli. “We can load two or three software installs at the same time. And you could script out the install RMM tool and begin to scale even more. Also, you can work on machines that are off—which is very convenient, but harder to quantify.”
Active and passive power management capabilities reduce energy costs by $60 per PC per year.With the ability to turn off groups of PCs after hours and then power them back up before the start of the next business day, Progressive Computing can now save their customers money through lower energy usage, making a substantial positive impact on their ROI. “For a customer that has 40 computers, this is a decent amount of money—$2,400 a year adds up. And with energy prices and demand only going up, it’s a good idea to be more environmentally conscious.”
Kaseya it aUtOMatiOn fRaMewORK
the Kaseya it automation framework provides a complete and integrated view of it environments from a centralized web-based management console, allowing managed service providers to remotely manage their customers’ entire computing infrastructure with one powerful and integrated application. the Kaseya it automation framework leverages intel vPro technology to deliver more remote capabilities to MsPs.
Built-in it automation. Kaseya builds automation into the system’s deployment and management process by mirroring best practices and automating repetitive work using machine-driven tasks and processes.
Designed to manage, not just monitor, the smB it environment. Kaseya focuses on managing the entire it infrastructure, so the it services provided are proactive and customers get deeper support for their business applications.
Powerful, fully integrated, and easy to use. the combination of Kaseya and intel vPro technology provides a comprehensive, easy-to-use, and integrated web-based it automation solution that can be deployed rapidly, efficiently, and effectively.
integrated intel vPro technology. Kaseya has fully integrated many of the powerful capabilities of intel vPro technology to provide authorized technicians with remote PC management virtually anytime, even when PC power is off or the Os is unresponsive.1, 3
why Dell PCs with intel vPRO teChnOlOgy?
according to Ugo Chiulli, managing partner at Progressive Computing, Dell’s outstanding support is the reason Progressive Computing uses Dell desktops and laptops. “Dell’s channel program is better than the other OeMs’,” says Chiulli. “we have gotten good, very consistent support from them—which is important when you’re managing 800 endpoints.” Chiulli continues, “they make doing business with them as easy as possible. i also like that the machines come assembled. all we have to do is deploy them.”
For More Information
for more information on the benefits of intel vPro technology for small and midsize businesses, visit msp.intel.com.
for more information on Progressive Computing, visit www.pro-comp.com.
for more information on Kaseya management console software, visit www.kaseya.com.
Better customer experiences—including a 100% decrease in deskside visits—improve customer satisfaction and increase account control.Intel vPro technology helps Progressive Computing respond quickly and remotely to customer issues. As a result, customers’ productivity and satisfaction are both increased.
“We’ve decreased deskside visits by 100 percent and reduced PC downtime by 16 percent. The decrease in deskside visits has a huge impact on costs for us. While there is still labor behind the scenes to repair a system, with vPro, our techs can multitask, which improves our bottom line. In addition, I can send a tech to work on something else, or choose from a less-costly pool of labor, which also impacts our bottom line,” says Chiulli. Customers are happier, as well. “You know, if a PC is down 15 minutes per month, at the end of the year a tech guy says, ‘Oh, it’s one machine that was down for a couple of hours.’ But for the customer, it’s the end of the world when their system goes down. vPro is a real convenience factor for them—and it makes us look good to our customers.”
“An average field visit costs $150. But, those costs are
higher because the technician can’t multitask. vPro lets
us leverage time and we can do two or three things at
once. You could do that onsite, but you’d be running
around a lot more.”
— Ugo Chiulli,
Managing Partner,
Progressive Computing
intel vPro technology helps Progressive Computing give their Customers Better and faster serviceIntel vPro technology-based PCs give Ugo Chiulli and the rest of the Progressive Computing team a competitive advantage. “vPro and our Kaseya management console let us do more. We can do more support within different time windows, including proactive tasks like software installs, or we could set up a night shift for tasks that are not user interactive,” Chiulli says. “It sounds selfish, but with vPro, I don’t have to come on site as much. But really, my selfishness is their selfishness, too, because with vPro, my clients receive faster service. It’s a win-win.”
