Sunday, 20 August 2017

GCI partners with Highlight to enhance customer service

GCI
Thursday 27 April 17

GCI and Highlight are working together on GCI’s next generation Infrastructure monitoring and performance management system, with APM specialists Hortium, to provide a superior value proposition to their enterprise corporate customers and partners. GCI, using Highlight’s innovative real-time monitoring, measuring and reporting software, will achieve deeper application visibility, health and performance monitoring of its customers’ infrastructures. It will enhance the level of proactive service management available and provide greater insight to help customers optimise the delivery of applications to their end users…

GCI and Highlight are working together on GCI’s next generation Infrastructure monitoring and performance management system, with APM specialists Hortium, to provide a superior value proposition to their enterprise corporate customers and partners.

GCI, using Highlight’s innovative real-time monitoring, measuring and reporting software, will achieve deeper application visibility, health and performance monitoring of its customers’ infrastructures. It will enhance the level of proactive service management available and provide greater insight to help customers optimise the delivery of applications to their end users.

Designed to enable GCI’s offering to go beyond traditional infrastructure monitoring and SLA reporting, Highlight’s enhanced software capabilities make it possible to see issues arising and treat problems before conditions worsen. This is critical as GCI customers go through their digital transformation journeys. In addition, GCI will proactively use historical data trending analysis with its customers, to create closer business partnership and improve handling of capacity planning and infrastructure optimisation.

The Highlight capability enables GCI to intelligently manage the overall service performance demands, ensuring that its partners and enterprise customers have greater visibility and control over their IT infrastructure.

Mike Constantine, Chief Technical Officer, GCI says, “We chose Highlight because it is a cloud-based service with a highly intuitive user interface. This intuitive portal means any level of customer – from the non-technical to the engineer - can view the information they need. And since everything is software-as-a-service, Highlight is fast to market and has all the functionality we require. The insights into real-time performance alongside historical trends will enable us to improve the management of over 10,000 devices within our customers’ infrastructures as well as troubleshoot issues far more effectively. We will also tailor Highlight’s reports to include the vital applications that we deliver to our customers.”

Mike Ayers, Chief Commercial Officer, GCI adds, “The big benefit of Highlight is that it drives user engagement; it’s an excellent way for people to see how a connection or an application is performing. We had been using Solarwinds but it was not easy for customers to use, since they had to jump straight into the detail, plus it didn’t deliver the range of value that they were after.
With Highlight, customers can see that both GCI, and the infrastructure supporting their core business applications, are performing as desired. For example, I recently visited a customer and opened the Highlight portal to display their sixty-six locations. Four sites were in red and having issues. We could then click a red location to see if too many services were being used, or if there were any issues on the infrastructure and applications which GCI manage. It was immediate, with the answers at our fingertips.

“Going forward, Highlight is helping us to report on our customers’ key applications which underpin their business productivity. In today’s complex business environments, our customers are keen to have an overview of how everything is performing across multiple locations with the ability to dip into a single site. The team at Highlight are valued partners, helping us to enhance and add real customer value to our four key pillars of managed services.”

Antony Bream, MD, Highlight, says, “Highlight is delighted to partner with GCI on the expansion of its next generation infrastructure performance management capabilities. GCI is a service provider that likes to challenge conventional thinking and it’s great to be working with a team that has such a different, innovative and dynamic approach to the market. We are very grateful to the team at APM specialist Hortium who have been instrumental in enabling this close partnership.”


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