Video: The End Of Alert Fatigue With AlertOps

there's a term that we've been actually learning over the last couple of years that's becoming a little popular it's called alert fatigue it just becomes random noise right you're managing that stuff manually that is a royal pain in the rear right so if we can help make a lot of this stuff easier streamline and more automated then why wouldn't you take the time now to do it hello and welcome to this episode of partner POV brought to you by alert op I'm your host Katie boso in a world where businesses are having to do more with less whether it's smaller budgets fewer people or closer deadlines alert Ops wants to take some of that burden off of businesses with automated incident response and management who is best positioned to benefit from alert op Solutions or from its partner program let's find out I'd now like to welcome my guest today Chief Revenue officer Raphael sangili and Senior product manager cam shamp both from alert Ops welcome to both of you and thank you so much for being here today you thank you so much let's start out with an introduction to alert Ops that I think that's going to be really important for those who may not have heard you before or just might not be too familiar with you tell me about your solution offerings and what kinds of customer businesses they're designed to help alert Ops is something that I like to consider in the best way possible as Plumbing you can't live without it it's something that's essential but it's nothing that is super fancy or high-tech we have a lot of benefits that we provide for a very very necessary Gap that exists in infrastructure and operations today so alert Ops effectively Bridges the gap between humans and Technology by being the last layer of communication making sure that everyone receives the right messages at the right time with the right information and much like Plumbing once you have it you can't go back right I don't know what the other op is and I don't want to think about that so I'll relate that the same way great points there what I find interesting is your platform can be leverage by Enterprises or managed service providers either or how can an MSP buy your tools so there's a couple ways you can buy your tools you know we have different Partnerships depending on on who you're working with based on our Integrations I mean we have Integrations across multitude of channels uh with almost all the major tools in the MSP ecosystem but the easiest way really is go to alert ops.com pricing is very straightforward right on the website we also pride ourselves in not doing any like hidden fees and startup fees and all this random crap that no one likes to pay for look we keep it super strimple all of our pricing is all included um for everything so we try to make it as easy as possible and I also said MSP but who are your ideal types of Partners the cool thing about alert Ops is we're vertical agnostic right so it really doesn't matter what piece of techn ology you're touching or what industry your company is in ultimately every organization that has reached a certain level of maturity today has a digital footprint right that's unavoidable you need a website you need a POS system whatever that looks like ultimately you need some digital footprint you need a way to monitor it and you need a way to track and view the data and that exists today now the problem is there is a gap that exists between the monitoring and the tracking that's a gap that alert Ops Bridges so with ECT to the type of customers anyone that is either building a larger scale service desk knock team uh service management team pretty much any organization with a digital footprint and a handon technology can benefit from the useful itops great Point cam I also look anybody who's getting IND with alerts there's so many different tools that it companies are and it teams are using nowadays there's new stuff coming out every week some other new AI tool that comes out like every week these guys are buying all these different tools and they don't all connect they don't all work together so now you have disperate alerts coming from disperate systems that makes it really hard to focus on like what's important right now right our biggest brand promise is we make sure you don't miss anything important ever and the way we do that is by taking all those disperate tools and funneling into our system to make it really easy to kind of get rid of the noise you can just focus on like what's really important right now speaking of desparate and all those alerts coming from different places and putting that into one space what software does alert Ops integrate with we like to say we literally integrate with everything I mean anything you can make software out your house if you want in your backyard if you're making some software if it has a web hook or an email hook we can plug into it the goal is this the value of our tool is that we can literally work with any software you have and our team will white glove on board and integrate every single tool that you have into alert Ops for the fact is in today with digital transformation Cloud migration all this fancy words it means is more moving Parts more places where things can break and the fact that we can plug into literally everything allows us to truly provide that single pain visibility yeah I mean one of the cool things I think per people coming from the most for us depending on where you're at in in Market size MSP Market obviously we plug into most of the MSP tools connectwise autotask uh you know the Casas the world all those tools enable right is a big partner of ours as well Halo all those PSA and ticketing systems out there we have native Integrations with already built into connect wise and then on the mid level service on Enterprise side you know tools like service now um a lot of bigger tools as well we also have really strong Integrations with so again we try to meet our partners and our teams where they're at right we want to make it as easy as possible to work with us speaking of being where we're at this is the age of AI I I don't think a week has gone by where I haven't spoken about it everyone seems to be offering some form of automation or AI in their Solutions lately so what makes alert OP stand out from the rest so um I love that you mentioned how frequently AI is used because that's on a day-to-day basis something that I get very excited and subsequently very angry about on a repeat occurrence now ai is cool we there are a lot of applications that can drive business value and optimize processes the problem is a lot of tools that I'm seeing today are leveraging AI for ai's sake what are you actually solving what are you actually doing so alert Ops is kind of framework around how we leverage Automation and how we approach artificial intelligence specifically machine learning is we're not going to go down a rabbit hole unless it drives value so every piece of automation functionality that we have in our workflow engine is designed around your ticket life cycle and your alert management profile so that anything that we do automate actually drives value for the business in the same capacity that when we're talking about machine learning what does alert Ops really have that it can provide AI for alert data right we're not going to tell you that hey you should go ahead and switch up the server that you're using no we're going to tell you exactly what we have access to and how we can optimize your business using the event intelligence and insights that machine learning as well as the operational efficiencies that automation poses one of the cool things that we can do since we are working with all these different part of we can do see a bunch of different types of Incident Management our recommendations and best practices and what is Best in Class alert management we're one of the few companies that can provide those kind of resources and insights and then we can provide you prescriptive advice of like Hey how do you make improvements to make things better right I mean obviously if you're using a tool like AI or anything else there should be notable improvement over time and that's kind of what one of our barand promises is too is you work with us you want to help you kind of whatever you're doing make it a little easier faster to work with it's not what's the point so let's bring this into the real world is there a success story that you can share with me in which you and a partner work together to help a customer streamline their operations save money or just overall become more successful from a manage service provider standpoint currently we have noticed a 30% reduction in time to acknowledge right now what does that actually mean every MSP lives and dies by their slas that they have with their clients right so the faster that you can address your SLA the faster you work on resolution rather than you're scrambling to make sure that we've got a record at this Tim stamp so that that way we're not going to get charged with any uh Financial penalties that a company an SLA breach right so um overall 30% now on a case-by Case basis I can give you a specific example of an MSP specifically out of like the Atlanta sub suburb area they have a lot of disperate tools right they have multiple rmm as well as multiple PSAs based on the types of customers that they're dealing with and there's no effective way for them to consolidate right because they have a professional Services team that goes across both they have one team siloed in connectwise one team siloed and autotask and the problem is that they grew their stack by acquisition and there was no real way for them to continue day-to-day operations effectively without taking a break from their business for six months and saying hey let's go ahead and revision re-envision how we're doing monitoring and ticketing so what alert Ops did was we were able to bring all of the alerts from their disparate PSA as well as rmm simur EDR xdr and we normalized that data set so a ticket number whether it's coming from connectwise or CA is a ticket number so when a tech irrespective of what team they're on sees something they can understand where it's coming from what customers impacted what is the service level associated with it and how do we address it and they get that information in real time so the average time they were taking just to identify where the issue is coming from was 10 minutes 10 minutes just to find a ticket and we cut that down virtually to zero wow that's really impressive and thank you for sharing that with us cam it makes me wonder obviously there's a lot of success happening at alert Ops right now but why is now the perfect time for resellers to partner with alert Ops there's a term that we've been actually learning over the last couple of years that's becoming a little popular it's called alert fatigue it just becomes random noise right and then if you have a team that's also has on call schedules you have to have one you know certain team or certain members after hours and you're managing that stuff manually that is a royal pain in the rear right so if we can help make a lot of this stuff easier streamlined and more automated then why wouldn't you take the time now to do it when other when when is the appropriate time to get rid of that noise and and kind of Mak things things a little easier from from responding and and dealing with incidents as they come up right I mean that's just the question every every company's a little different depending on where you're at your growth cycle depending on where you're at your tool set one thing we can help provideed maybe some consolidation of tools we've seen across the board too so whenever you go through your review period you're thinking about your stack you're thinking about what makes sense for the future I think that's a great time to consider hey what am I doing to manage all these alerts and making sure that they're we're not missing anything that's really important across the board you've recently announced that alert Ops is now live in the service now Marketplace and you'll soon be available in the Azure Marketplace how accessible is alert Ops and how can Partners just generally do business with alert Ops we started off as pretty small software company as a lot of people do in the space and we grew to a point that now we're receiving One Market validation a lot of it but then two the concept of Automation and the concept of AI and identification of where things can be streamlined is becoming a more mature and mainstream process and because of that alert Ops has committed to enhancing its availability and its presence across every major Marketplace realistically by the end of 2025 right now is our current goal how does alert Ops bridge that gap between disparate alerts and notification tools we've talked a lot about bringing it all into one place but obviously we're still seeing that Gap there so how are you mitigating that so from a standpoint of uh disperate tool sending a bunch of different alarms right the first thing is the data is not normalized there's no way to do that without something in the middle and alert Ops helps normalize the data so that the data becomes comprehensible right making sure that anything that we have or are sending to someone is readable and comprehensible is step one and by normalizing the data we're able to achieve that but then beyond that we automate a lot of the manual processes that are taken by a service test manager an operations coordinator today right set it and forget it scheduling you set the order of your users and the rotations happen automatically there's no time that's wasted an hour a week setting up your rotations then beyond that the definition of who knows their business best is the business itself right um a service death manager or an MSP CEO can speak a lot more to the specific issues the volume of tickets the types of service requests they're getting better than any AI could ever right so while alertops is definitely embracing the notion of machine learning we provide a platform that allows MSP owners as well as technicians to automate rule sets that they know provide efficacy for their own uh service desk operations so make sure that they can build their own rules Aggregate and consolidate the data and then the final piece is notification and escalation based on the type of issue based on the SLA associated with the customer we will kick off a blast if you want to call someone 15 times in a minute we'll do it right because if it's a major incident you might need to again our brand promise we we really mean it's such a simple brand promise but we stick by is you want to make sure that when something important happens you don't miss it right we want to make sure that that that fear that msps have when they kind of go to bed at night thinking like man did I catch all that stuff they have to go through my junk drawer folder on my Outlook of all my random tickets just to make sure I'm not missing anything we're seeing so much of that it's just again as the speed of business is moving so fast now there's so much stuff happening that for in order to scale effectively if you're still having that junk Door full notification folders that's not going to work anymore right so again one of the cool things I can point is is that you might know how to work yourself you might have a really interesting unique process about how to approach things and do things we can definitely work with you and then help set benchmarks and show noticeable growth over time again that's part of our promise is we want to help you get better we want to see how that's working work with your team and make improvements where we can let's talk about your reseller partner program what opportunities and incentives can new partners expect well our partner program is again pretty selective right now we're not trying to boil the whole oce um it's really almost more of like an invitation only thing but we are open as some Partners in the right space where it makes sense right okay where we can partner together to deliver specific outcomes from your clients if they have a co-shared co-managed environment where they're dealing with a bunch of tickets they have a lot of stakeholders we can definitely work on a referral program that makes sense but again to make a Channel program as easy as possible there somebody's interested and sees to fit for what we do would like to partner with us with a market we encourage them to reach out to us we'd love to talk and then see if like a really Mutual beneficial partnership makes sense so you just talked about it being selective rap so I'm wondering if I am an IT Channel reseller what should I be doing or selling to indicate that I'm a good fit for the alert Ops partner program I'm thinking if you're a partner that deals a little bit more midm Market um instead of this the SMB or you have a lot of like unique stakeholders that need to be in charge getting kind of a comand situation you have really important stakeholders just need to know kind of what's going on when incidents happen um if you're a really highend soof provider typically also we find a really good fit for some of those Partners those are the kind of people we feel would might be a better fit to work together on stuff we're seeing different use cases for how alertops is being used um whether it be in oil and gas whether it being you know medical and Hospital situations whether it being you know even Access Control there's so many different ways that we're getting pulled in different directions Industrial Service automation we have so many different places that are being pulled into that look we're open the good thing about where we're at as a company and where our growth stage is at is that we're not too big to listen to you know find new opportunities there's a great path forward a really strong use case for what we can do together listen we're open to talk and how critical is the channel to alert UPS as as a business you talk about that you're being selective but you're really looking for people to come and bring opportunities and vice versa so how is alert Ops investing in the channel and showing up for your partners now and into 2025 I would say three ways right one is our support our support when we say white glub we really truly mean white glub like we try to take care of as much of the stuff as possible for you right the last thing you want to think about is how to figure out how to code some new integration to our tool right we want to make all that stuff streamlined and simple right um and then again if you have a unique use case or some kind of outcome you're trying to create our team will work with you on how to figure out how to make that integration work how to make that workflow work how to make that process work for you within our tools so the collaboration and white glove support that we offer is huge I would also say look with the right types of Partners we're working with if the partnership does make sense we are definitely fans of sharing the revenue and growth opportunities and potential there so you know I we have a very lucrative partner program which again once we talk through if you're a good fit we can talk through it but again it's a partnership a true partnership we're working together towards common goals but once we do the revenue sharing is something that we definitely um I'll say we we're we're we're generous I I do want to add to right whether you're a managed service provider or whether you're a vendor if we know that hey no you're really not looking for alert Ops but we know this other tool that could do an awesome job for you we're going to push them there that way right and vice versa in the case there are other vendors that I meet with on a regular basis that we don't even integrate with to say hey yeah oh we have this technical issue well we had that a few years ago this is how we got around it right thought leadership sharing and essentially doubling down on eliminating the tribal knowledge that's siloed to an individual or an organization is another way that I think we're committed to giving back to the channel cam I am so glad you brought that up dude I love this channel it spent almost my entire Adult Career um in this channel the reason I love this channel so much is because of this collaborative nature that we have this is super unique that I think to our you know MSP little industry that we're all in we truly are about helping each other cam knows uh we do a ton of work within just getting back to the community as much as we can we work with a lot of organizations just providing pure education out there no strings attached we are huge huge fans of of looking for what is the win as a whole and growing the community together so you know while we're pretty selective from the Channel program as who we partner with in terms of giving back collaboration and figure out new ways to do things that help the channel as a whole is something we're all super passionate about so as we close out today if I'm a solution provider in the channel who hears this and goes yes I've heard everything I want to hear how do I learn more about alert Ops and where do I go to become a partner where can they go alert ops.com hit our contact form we'll have one of our team reach out to you if you want to reach out to me personally you can reach me on LinkedIn you can send me an email cam Raph thank you both so much for joining me today it's been a pleasure speaking with you honestly been an honor and pleasure as well Katie thank you so much by the way props to you guys for all the work you guys do in the community as well the stuff you guys put out the content you guys put out is topnotch for any vendors out there that are interesting in working again with the community that gets it technology advice fantastic thank you again Katie appreciate you guys thank you so much rap I appreciate that and thank you at home for watching or listening today to see more partner POV you can head on over to channel insider.com I'm Katie boso and I'll see you next time n

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