Managed Service Provider Eliminates Clunky Backup Silos Once and for All
Migrating from four separate services to the Intronis ECHOplatform makes it easier for DS Tech to sell data protection and provide better customer service.
Backup and disaster recovery (BDR) services used to pose serious challenges for managed services provider (MSP) DS Tech. The MSP’s customers, consisting primarily of small businesses, only wanted the bare minimum local image-based backup protection. Over time, and with a focused effort, DS Tech was able to educate customers about the benefits of other types of data protection, such as off-site backups image, file, and virtual machine (VM)—as well as file sync-and-share solutions.
“We were in a position where we needed to deploy three or four different products to provide a comprehensive BDR service,” says Eric Wakkuri, vice president, DS Tech. “We used a vendor for local image backup, another vendor for local virtual machine backup, a vendor for off-site data replication, and a vendor for offsite file-based backups. The result was a cost-prohibitive hodgepodge.”
By migrating to the Intronis ECHOplatform, DS Tech was able to overcome two central challenges:
1. Labor-intensive setup. Previously, DS Tech needed to install a separate agent for each machine or device that needed to be backed up—a time- consuming process for DS Tech, and a hassle for its customers.
2. Painful management. DS Tech needed to log into multiple portals for each customer, making it complex and difficult to scale. Using a cost- per-gigabyte model, DS Tech had to constantly monitor customers’ data backup volumes and adjust it’s pricing accordingly.
Further, to maintain full transparency, DS Tech itemized each backup service, which led to cumbersome invoices and confusion. “We had to continuously educate our customers about the backup services they were paying for,” recalls Wakkuri.
Intronis ECHOplatform: A Better BDR Experience
In recent years, DS Tech’s customers have become more receptive to budgeting for BDR protection. Wakkuri partially attributes this to natural disasters and malware attacks—and their coverage by the media.
As DS Tech’s BDR sales increased, its technicians were spending significantly more time managing customers’ backups. That’s when the MSP reached out to its peers at ASCII Group to see if there were better BDR solutions available.
“We found BDR vendors that claimed to offer all-in-one solutions,” says Wakkuri. “We were disappointed by the first vendor after finding out that its claims were more marketing than reality. There was also a serious language barrier with their tech support, which is internationally-based. When we evaluated the Intronis solution, we were pleasantly surprised. Intronis has a true all-in-one BDR service, and offers excellent U.S.-based support.”
DS Tech also liked the way Intronis charges a flat rate for its BDR solution and offers unlimited private cloud storage for each customer. Ultimately, with the Intronis solution’s easier setup process and simplified management, DS Tech was able to overcome the challenges they faced with their previous vendors.
Simplified Customer Conversations and Easier Management
Shortly after becoming an Intronis partner, DS Tech followed up with its existing client base regarding the value of BDR. “The conversation became so much simpler because we didn’t have to spend time trying to project their backup storage growth over the next year,” says Wakkuri.
Within a year of partnering with Intronis, DS Tech migrated more than 50 customers to the Intronis ECHOplatform solution. “In addition to simplifying our BDR discussions, our monthly invoicing became simpler, and BDR implementations and management became easier too,” he says. “We can set up customers’ BDR service remotely and push out the Intronis client using our LabTech RMM [remote monitoring and management] tool, which shortens the implementation process and is completely transparent to customers. We can manage all of our customers’ local and cloud backups from a single portal, and we can audit all of our customers’ backups in less than one hour, as opposed to eight hours previously.”
Wakkuri also says Intronis meets HIPAA regulations and gives them better protection against the latest ransomware threats. “We can provide customers with seven years’ worth of file revisions, which is something that would have required a manual archiving process previously,” he says. “Since we’ve switched to Intronis, we can provide an all-around better BDR solution, more effective service and support, and a more competitive price.”