What is a Managed Monitoring Service?
A Managed Monitoring Service offers a hands-on, expert-led alternative to traditional self-service tools. Instead of simply paying for a license and managing everything in-house, your team benefits from proactive support and expert guidance. It’s a collaborative approach that ensures issues are identified and resolved faster—freeing your internal resources.
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What are the benefits of a managed service?
Having a managed service is like adding extra specialist members to your team. It means that your internal staff can be freed up to concentrate on the important priorities. It means you can be confident that experts are keeping an eye on your systems for you, proactively informing you of any issues, fixing and managing certain things directly, and providing help, advice and deep analysis where needed for your own team.
A managed service provides the best support and service possible. through regular, dedicated communication, in depth understanding of both technical and business requirements and knowledge of relevant markets, business culture and industry trends.
Knowing all clients personally means they can be proactively provided with exactly the help, training and support they need and that development processes are all completely user-centric.
Is a managed service more expensive?
There is no definite answer to this. Many clients have found thinkTRIBE’s managed service both less expensive and better value for money than the competitor services they were using previously.
Clients certainly tell us that a managed service provides better ROI due to time saved, trouble shooting insight, and pre-emptive action to protect brand, sales and user experience.
Having an external, impartial, point of view on the data can also help discussion between departments and with suppliers.
What is Live Monitoring?
Instead of a simple automated alerting service, and in addition to your own personnel working on the portal, experienced account managers and technical support teams are watching your journeys and are ready to provide extensive investigation into root causes of issues, to recreate journeys manually to identify problems, and to provide appropriate documentation for the audience that requires the data including using screenshots, text based analysis and explanation and screen recorder replay footage as needed.
What does it mean in terms of day to day account management?
In a managed service Client Liaison teams ensure the smooth day-to-day running of your account, creating additional logins, managing order acknowledgement, creating work cases in ticket management system, incident reporting and configuration of the system settings for new and existing features to best meet individual needs, reducing time spent in admin.
Where there is the need for maintenance or a new site release the Client Liaison Manager will contact clients to discuss the best time for this to happen so as not to disrupt any vital client activity. Client Liaison Managers also work closely with clients who take part in beta tests and pilots and provide feedback or get support on pre-live access to development sites.
Why does thinkTRIBE offer a managed service?
“Doing What The Customer Does” is central to the Unique thinkTRIBE approach to monitoring and the close understanding the Client Liaison Team bring to this means we can help with all aspects from the definition of key user journeys, clarifying and refining any complexities, technical clashes or potential errors which may arise prior to go-live, through to deep dive analysis and consultative advice on performance as technology, strategy and user behaviour evolve.
What do customers say about the thinkTRIBE managed service?
“We rely heavily on your system and downtime means a loss in sales and damage to brand image for all our partners. Your support team consistently provide rapid reactive responses, as well as proactive support and have noticed issues before we have done ourselves.”Joe Doherty Kitbag