"We've drastically reduced our response times. Our last NPS survey really has improved significantly and the response has very much been around a noticeable level of response improvement due to SL1."
Since 2006, award-winning, Australia-based MSP Enablis has been guiding enterprises and ASX-listed businesses on the journey to SASE and secure remote workers and data. To improve their already amazing customer experience, Enablis optimized their network operations with ScienceLogic’s SL1 AIOps platform to reduce costs, improve efficiency, and achieve a remarkable 50% boost in NPS.
Enablis
Australia
Managed Services Provider (MSP)
www.enablis.com.au/
Use ScienceLogic’s SL1 AIOps Platform to gain intelligence and control over services for greater operational efficiency, reduced costs, increased productivity, and improved client value.
Challenge
Enablis’ vast client networks flooded their engineers with 1,600 events at any point in time — approximately 120,000 per year. Their device monitoring generated an overwhelming amount of noise, which made it very difficult to identify and prioritize real issues. In addition, high-volume manual ticket creation combined with an inaccurate CMDB incurred significant costs, prolonged delays in MTTR, and ultimately reduced both productivity and customer satisfaction.
Enablis needed a solution that would help them continuously improve their customer experience, provide AI/ML driven insights and automation, and enable quick support and faster remediation for issues impacting network services.
Solution
ScienceLogic’s SL1 AIOps platform provided Enablis with a scalable and extensible foundation of intelligence and control that drives breakthrough agility, speed, value, and growth.
By shifting from high-noise device monitoring to prioritized service monitoring, Enablis was able to reduce event noise by 34%, which increased staff productivity and refocused resources on delivering greater value to clients.
SL1’ s business services, dashboards, and reports provide granular service insights that expand service visibility, helping Enablis reduce their network utilization costs by 64%, improve CSAT (50% boost in NPS) and drive overall business growth (7% increase in sales).
Enablis also achieved significant savings and greater efficiency by synchronizing SL1-monitored assets with the ServiceNow CMDB and enabling auto-ticket creation and highly accurate routing. SL1 also auto-remediates high-frequency events.
“ScienceLogic’s future vision was light years ahead of any vendor, and that told us we were truly partnering with a next-generation management solution that would give us the platform to deliver the best service to our customers.”
Benefits
Impact
Enablis realized a $50K annual cost avoidance from bandwidth over-utilization charges, a 40% improvement in average incident MTTR, and a 34% decrease in incident noise. Being more proactive led Enablis to increased service visibility, improved customer satisfaction, and a remarkable 50% boost in Net Promoter Score (NPS).
What's Next
Based on their great initial success with SL1, Enablis plans to further optimize their operations by leveraging ScienceLogic’s advanced analytics and automation capabilities. Their strategy is to focus on new services development and enhancing client value while ensuring their network operations remain streamlined and efficient.
