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UK-based GCI partners with Highlight to enhance customer service
Published: 26 April 2017
Partnership will enhance customer service integral to GCI’s next generation infrastructure monitoring and performance management offering to customers
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.
Multi-award winning GCI is one of the UK’s leading Managed IT Service Providers, with offices across the UK. GCI excels in helping customers transform their business through use of innovative, contemporary and robust IT services. Whether a customer’s requirements include Unified Communications, Cloud, Compliance & Security or Network aspects, GCI provides a fully managed service to meet their digital needs as their businesses, and the environments they operate within, change and evolve. Specialists in Microsoft Skype for Business and PCI Compliant Contact Centre Services, GCI serves a range of vertical markets both directly and through accredited partners.
GCI is certified to ISO27001 (Data Security) ISO14001 (Environmental Assurance) and ISO9001 (Quality Assurance). It is also a PCI Certified Class 1 Service Provider. The organisation is also accredited to G-Cloud and the Crown Commercial Service for the Network Services Frameworks.
Hortium is a privately-owned company, founded by a team of seasoned network and application professionals with broad international experience. Although based in the UK, serving international customers means its business is international by nature. The company is a leading regional and independent provider of Application Aware network services and Next Generation networking solutions. Coming from a telecommunications background, Hortium knows what customers are looking for, but not getting from their service providers: Quick response times, proactive service management, knowledgeable about application behaviour on networks, always looking for better solutions and helping to save costs.www.hortium.com
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