Considered a trusted partner by the ZEPLUG teams, Everping offloads Bruno, Salesforce Business Analyst, for computer management, software and employee support. Find out what Bruno thinks of our solution.
Can you introduce yourself?
I'm Bruno Gasparotto. I've been with ZEPLUG for 2 years. I joined as Information Systems Manager for Salesforce. Over the last 1 year, I've moved up to Business Analyst.
Why did you call in an outsourcer? What were the problems you wanted to solve?
Quite simply, we lacked expertise in the IT field. In addition, IT support, onboarding and offboarding were too time-consuming and not at all business-critical. Finally, and most importantly, we had no security policy in place.
On the IT support side, can you tell us what you were looking for?
We have 120 employees spread over 6 offices in France, 2 offices in the United States and a large number in remote locations. When I arrived, the operational activity was quite intense. The IT support function was carried out by people who weren't necessarily qualified for it, like me, for example. And the objective was not to recruit for this type of skill. Rather, we were looking for talent in line with our business.
We therefore needed a more qualified service provider, who would already have experience of a multitude of use cases, and therefore know how to deal with our problems. What's more, we wanted a service provider we could really trust and rely on.
What difficulties did you have managing the computers?
PC management was not centralized at all. I didn't have any administrator console to keep an eye on my computer park. As I said, configuring computers and onboarding software according to the newcomer's profile was extremely time-consuming.
Another point was that I only had a Google Sheet to manage my inventory. Given ZEPLUG's growth, it was quite difficult to keep track of everything, and above all, it took a lot of time to update my inventory manually.
So we needed a solution that would enable us to centralize all these operations in a simple way.
What were your safety issues?
Indeed, we had a lot at stake when it came to the security of our IT equipment and data. We were really starting from scratch. And given our size and activity, this was becoming critical.
More and more customers are pushing us to be more rigorous and expert in this area. They ask us for certifications. Or they're questioning the way we operate when it comes to securing our data.
For example, we use a lot of SaaS software whose data is stored in the cloud, with no real security policy. Unfortunately, in the event of theft and intrusion on one of our employees' PCs, we wouldn't be able to do anything remotely. This is quite problematic.
So we needed a service provider to help us with this crucial issue.
Why did you choose Everping for ZEPLUG?
We met with several service providers. The solutions presented did not fully meet our needs. We wanted an outsourcing solution whose primary aim was not to sell us computers. For us, it was about centralizing management, securing computers and providing IT support.
Everping met our requirements in every respect.
What's more, the fact that you have a perfect understanding of the world of startups, that you're customer-oriented and that you're constantly striving to improve was a real differentiator. For my part, I really feel like I count and that I'm not just another customer.
What do you like about Everping? What are your favorite platform features?
IT support generates satisfaction among ZEPLUG employees
Availability, responsiveness and immediacy are the cornerstones of this service. The response in less than 10 minutes is not only truthful, it also creates a great deal of satisfaction.
Before Everping arrived, I was the one providing this support to my colleagues. Unfortunately, they didn't expect me to respond instantly, but rather within 3 hours. This created a lot of frustration and dissatisfaction right from the start.
With Everping, this aspect is totally avoided.
Another obvious point is that we now work with experts, which I was not. I had many cases and subjects I'd never seen before. But that wasn't my job, nor my function. So, very often, I couldn't give the employee an answer. Which was even more frustrating for him. And for my part, I didn't have the time to look.
The Everping team brings us this expertise. It's a real added value.
I really appreciate the practical side of Slack because we're already users. We didn't have to break our habits and use another platform for our support requests. It's very pleasant. So it's easy to use.
The opening hours are also great, as they correspond to office hours. We know there's always someone looking after us, whether we arrive early in the morning or leave a little later in the evening. We feel supported at all times.
Via the platform, I have access to the history of my requests. So I can check all the exchanges. I can also see how the volume of requests is evolving. You can also submit a satisfaction survey. It's a very good measurement tool and proof of Everping's transparency.
Computer management designed to boost productivity
Firstly, I save time on inventory. Before, I used a non-automated Google Sheet, which I had to complete line by line, column by column. Managing this file took up a considerable amount of my time. Just changing an employee's PC was a lot of work on my part. Today, however, I have an automated inventory.
Secondly, I can make onboarding and offboarding requests in just a few clicks. Here again, I optimize my time.
Finally, I have a dashboard where all my data is centralized. I know whether updates have been made or not, whether the computer has been properly secured, and so on. We can be sure of having a homogeneous and secure fleet. This was an essential point for us.
Such precise management is made possible by an MDM. For the macOS environment, we use Jamf. And for Windows PCs, we rely on NinjaOne.
The platform is perfectly intuitive
The platform is easy to use and it didn't take me 15 days to get the hang of it. I'm very happy with it. You can find all the information you need in a matter of seconds.
Our platform gives you access to support requests and satisfaction surveys. You also have an overview of your entire IT estate. You can manage access to various SaaS software packages and monitor your onboarding and offboarding requests directly from the platform. And ordering a computer is just a few clicks away.
If we take a before-and-after look, how has Everping's intervention changed your daily life and that of your colleagues?
Since Everping started providing support, I've freed up at least 4 hours a week!
As far as our employees are concerned, they know they can count on our team of IT experts to come up with an effective response in less than 10 minutes!
Would you recommend Everping?
Yes, absolutely! I'd particularly recommend Everping to startups and customers who want a turnkey solution and a reliable partner.
It's very pleasant, I don't ask myself any questions. I have total confidence in them.
We call you regularly because we know we'll get an answer.
Any final words? 😊
Thank you Everping! We love working with you
Our experts will be happy to help you.