Prestele IT GmbH, founded in Munich in 2009, is a managed service provider that supports small and medium-sized companies with suitable IT solutions. The MSP’s client count is now over 1300. Thomas Lorenz, Co-Managing Director at Prestele IT GmbH, told us in an interview why a switch from Datto to NinjaOne was urgently needed. Sales growth, increased productivity, usability and increased customer satisfaction were decisive points here.
Problems that arose when using Datto’s products
Prestele IT GmbH has been using its RMM system and other tools such as software deployment and patch management from Datto since the company was founded as an IT service provider. The reason for this choice was that the company is well established in the market, appeared modern and covered characteristics necessary for the work of an MSP. What quickly turned out to be a problem, however, was the lack of usability in remote management and monitoring as well as in the implementation of patches or software distributions. „Our previous solution has good features, but the lack of ease of use made a lot of things difficult. Processes like patch management took far too long, and visibility into patch compliance reports or endpoint vulnerabilities, for example, was far too low.“ In addition, the co-managing director informs us that individual functions simply could not be used. The customer support at Datto also did not meet his expectations. The reaction speed as well as quality was not sufficient. There was an urgent need for action. A new tool for IT management was needed!
Changeover process
In their search for a new IT management team, T. Lorenz and his team came across NinjaOne. He tells us about a decision to go with NinjaOne within a week. After the test phase, it was clear: „We see potential here for IT management that will create more efficiency and satisfaction for us.“ The reason for the impression was the extremely user-friendliness and overview, which was shown by the combination of many IT tools, such as RMM, patch management and backup, on a single user interface.
„After the test phase, we converted 1300 devices within a week – without any problems and quickly“
NinjaOne Changes
„In our view, the decisive factor for a well-functioning IT management is to be able to refuel as many systems as possible with little effort. To this end, it is therefore important that the system is simple, that RMM, patching, software deployment and other tools are as automated as possible and can be done quickly. That’s the case with NinjaOne.“
The co-managing director of Prestele IT GmbH also stated:
„NinjaOne’s RMM, patching, and software deployment allows us to create standard application packages for customers 60% faster. This is due to the many automation functions and the good usability.“
T. Lorenz also mentions that productivity has increased many times over.
„The number of client projects has increased and working within the MSP’s entire IT team is now much more fun. Now they are looking forward to activities such as new onboardings, migrations of the e-mail server or cloud migrations, among other things.“ In general, the change has increased the satisfaction of the team and the stress level has decreased.
In terms of patching via NinjaOne, the co-CEO has noticed that 3rd party patching and Windows patching can be done with far fewer clicks. „With other systems, this corresponds to complete packaging.“
Mr. Lorenz also really likes the software deployment via NinjaOne. It can upload applications directly to the system so that it is distributed to the end devices and installed. „With other solutions, he would first have to start a sequence, analyze the process, approve it, share it, assign devices, etc. That is no longer the case. Previously, this process took a lot of time.
Another great added value for us is the display of simple error codes when patching, e.g. did not work. Before that, we had totally incomprehensible logs. That’s why, as co-managing director, I was often unable to pass on tasks. Because NinjaOne is so clear and well-structured, I can now pass on project tasks to my trainees as well.“
The integration of Splashtop and Teamviewer hasn’t always worked either. „I remember a trip to Italy with colleagues who couldn’t connect to Teamviewer or Splashtop with their hotspot. We don’t have those problems anymore with NinjaOne.“
„With our previous provider, we had almost no support, now we have the full contrast program and feel better taken care of. The response time of the consultants is fast and, above all, you have the feeling that feedback is really being taken up. What I find particularly positive is that we are also involved in development processes and therefore have very close contact. „I remember optimizing the backup tool, I gave feedback, and the development team at NinjaOne really worked with it. That was very satisfying and gave a feeling of good cooperation.“
„We are impressed with the development process at NinjaOne and look forward to new developments. Especially on the MDM.“
