SRO is a leading provider of conversational AI for contact centers. So it knows a thing or two about automation and creating an engaging customer experience.
But a few years ago, it found it was running into difficulties with a lack of adequate automations—not with its own services, but as a customer itself.
According to John, Senior systems administrator at SRO, the Server management and monitoring solution SRO was using was causing headaches.
Issues with the previous monitoring solution
A real pain to manage
At that time, SRO was using an on-premises Linux administer that needed to be maintained and updated with the newer technology and upgrades.
There was only single person with not much experience. Everything was over SNMP and SSH, and everything was highly customized.
But John’s team found it was running into problems precisely because of that high level of customization and because it hadn’t updated the product in years.
Better monitoring required
Failing to notice failures
SRO needed better monitoring—better server management in particular.
The monitoring system it was using wasn’t really set up to monitor disks or RAM. Essentially, all it provided was uptime monitoring.
And, according to John, things were failing that they simply didn’t notice or couldn’t see, all because of the way their old monitoring system was set up and not fully equipped and trained administrators team which works 24/7.
They needed a change, preferably a Support based solution.
The search for an upgrade: Take two
If at first you don’t succeed, try again
This was not the first time SRO tried to move away from its on-premises monitoring solution.
An alternative solution had been identified, however, it also required a lot of customization, and SRO found it needed a full-time employee just to try to make it work.
Yet, despite having an employee working full-time for over eight months on that project, the new solution didn’t work out, and they wasted a lot of money on it.
This meant they were back to square one with an old system they needed to replace.
But was there a solution out there that could provide the speed and simplicity they craved?
In search of an Server Support Team
A plug-and-play solution SRO finally found Codeyo Genie, the Server Support Team they were looking for—something that was simple and fast to use.
Because Codeyo Genie is remote support, John’s team doesn’t have to worry about maintaining a central management server or worry about availability levels dropping.
And with Codeyo Genie, he found there were very few firewall rules that he needed to change or add. This made migration easy.
Enhanced monitoring
More results with less effort John says CodeyoGenie gives him all wants he was used to receiving from the old monitoring solution. It gives them holiday all the metrics they were monitoring—uptime, CPU, RAM, hard drives, and much more.
For instance, there are specific tools for SQL server monitoring and interface graphs for switches and firewalls.
In short, Codeyo Genie gives SRO an enhanced level of monitoring with far less customization required.
Integration
The ideal choice What made Codeyo Genie the ideal choice for SRO ? How well it integrates with their current systems Older way of handling the server monitoring and management was replaced with in days and now the SRO was not worried about anything going on their servers since Codeyo Genie’s Team has taken Care of every alert to fix the issue even before SRO notifies, and if something left from the Codeyo’s side then with in 15 mins of response time to tickets raised from SRO was fixed ASAP.
Working against the clock What does John like most about Codeyo Genie? How easy it is to comunicate, particularly when it comes to identifying and resolving problems. Because when you’re troubleshooting, you’re working against the clock.
He finds Codeyo Genie to be an intuitive solution that makes it easy to spot issues and bottlenecks, which means he doesn’t have to worry too much about server or infra issues.
Pinpointing problems
Having the bandwidth to deal with issues. When SRO was using its previous monitoring solution, there were a couple of times when it couldn’t figure out what was wrong with its bandwidth. Its internet and firewalls—everything was moving slowly.
And when a server goes down, Codeyo Genie sends various alerts to their own team. That means they can quickly respond to the issue is and which host, website, or data center is down and fix ASAP without acknowledging John and his team.
Return on investment
Saving resources SRO reduces the footprints of call centers.
Its clients don’t need to have call centers with hundreds of employees. It only needs 10 or 15 employees to man its call center just in case someone has to transfer out of SRO ’s system to speak with a human agent.
SRO is not just an expert in conversational AI. It’s also in the business of streamlining services to saving clients’ time, effort, and resources.
And that’s what Codeyo Genie has done for SRO. It has reduced the scope of downtime by taking everything under control.
Return on investment Saving time
Codeyo Genie also saves a lot of time, says John’s colleague Michael, chief product officer at SRO .
SRO doesn’t have to dig down through server. Instead, it has an easy way to identify problems and quickly raise a ticket or live chat with Codeyo Genie, which being more proactive with customers. It allows them to fix issues before their customers even notice.
This leads to customer goodwill and improved customer relationships along with benefits for the team members themselves like quick problem identification and quick resolution to help save time.
