Industry: IT Service Provider
An IT service provider really has to manage a maximum number of tasks with minimum hassle. Particularly when, like Fujitsu Finland, you have dozens of customers with a huge number of devices under management. Having 10 different tools, no matter how well each of them does its job, is both tough to manage and time-consuming, let alone complicated to sell to the customer.
Furthermore, patch management used to be a time-consuming affair, which kept support personnel busy for several hours each week. While Microsoft WSUS patches were applied with ease, patching software from Adobe Flash to Firefox, Chrome, and dozens of other packages was a cause of constant stress, requiring hands-on visits and still involving unnecessary risks. As a result, Fujitsu often had to forego profitability to keep customers happy and operations safe.
Once upon a time, a Fujitsu service manager was looking for the perfect backup solution for a client. When he found Miradore Management Suite, he quickly discovered it could do much more than just backup. Soon Fujitsu was selling Miradore licenses separately to customers. That was the start of a beautiful friendship, which is still going from strength to strength.
“Miradore Management Suite includes pretty much everything we need. You don’t need a dozen tools when you have it all in one simple package. There’s no other product that can do all this,” says Janne Körkkö, Technology Architect at Fujitsu. “We don’t even have to sell it to our customers, a simple demo is enough to convince them – the automation works so brilliantly. For the price, the solution is incredibly comprehensive. I don’t think any competitor can do the same for such a reasonable cost.”
“Miradore Management Suite includes pretty much everything we need. You don’t need a dozen tools when you have it all in one simple package. There’s no other product that can do all this.”
Janne Körkkö, Technology Architect, Fujitsu
Fujitsu is now using Miradore for everything from asset management to operating system and software deployment, remote control, application installation, and patch management. The list is growing as Miradore Management Suite develops and expands.
Keeping devices updated with patch management
Miradore’s patch management module allows Fujitsu to automate the remote distribution of patches to all Windows workstations and servers. The development of Miradore Management Suite had already been heavily influenced by Fujitsu’s feedback over time, so it fulfilled the company’s requirements immediately.
Mika Syrjänen, Service Manager at Fujitsu, is totally convinced Miradore was the right choice. “With Miradore’s patch management module, solutions that simply didn’t work and that were causing constant cost problems were replaced by a transparent, easy to use, and automated solution. It requires no expert presence to do what it needs to do. In fact, the solution has brought our on-site support hours down by 75%,” he explains.
“The solution has brought our on-site support hours down by 75%.”
Mika Syrjänen, Service Manager, Fujitsu
Real-time reporting of patch status, which Miradore is constantly developing further, is another clear benefit of the Patch Management module. This both builds trust – with Fujitsu customers having access to the Miradore dashboard – and allows any problems to be fixed before they have major consequences. Syrjänen recalls an incident when Microsoft had changed their own patching process and forced each workstation to suddenly reboot for OS updates.
“Without Miradore Management Suite and the Patch Management module, hundreds of end-users could have lost their work. As it was, we could instantly see what was happening, and only a couple of workstations rebooted before we’d fixed the situation.”
Better patch management clearly translates to better customer satisfaction, too. Besides trust and transparency, both cornerstones of successful partnership, Fujitsu’s customers have been able to enjoy lower costs, as Fujitsu has passed on their savings.
Impressed by the reliability and easy of use
Thanks to the wide range of features and great cost-quality ratio, Körkkö predicts Miradore will expand rapidly in the near future. The only question he can’t answer is what he likes best about the solution.
“I just like the whole product, as simple as that, it includes so much. Everything is easily found and logically organized, and you don’t even need to train the customers as it’s so quick to learn. Also, the solution becomes better all the time, as Miradore just keeps adding more features,” Körkkö says.
Another aspect of Miradore that’s impressed Körkkö is the proactive and quick customer service. “I’m personally in touch with Miradore nearly every day, the service is insanely good. Any bugs are fixed super fast, in a matter of hours, and they even call me before I have the chance to call them. I’ve never ever had to wait,” he adds.
“What makes Miradore so wonderful is the combination of reliability, transparency and cost-effectiveness. That’s something very unique and we’re glad we’ve found it.”
Syrjänen compares Miradore’s patch management solution to a great cup of coffee. “It’s just as strong, and you can trust it every day. Our patching has about a 99.8% success rate. We can send each patch to a small pilot group and see that it works before rolling it out automatically to everyone else, or those who need it.”
It’s no wonder, then, that Fujitsu’s monthly status meetings with patch management customers are mostly about affirmations that everything is working perfectly.
“What makes Miradore so wonderful is the combination of reliability, transparency, and cost-effectiveness,” Syrjänen concludes. “That’s something very unique and we’re glad we’ve found it.”