ManagedIRON Case Study: The Lynd Company
Background
The Lynd Company is one of the largest property management firms in the U.S. with over 700 employees distributed across 130 properties coast to coast. It was not feasible to assist every employee onsite with so many remote locations, so all IT support for this vast business was provided over the phone by two San Antonio-based IT specialists. This made it difficult to resolve issues when users could not articulate their problems clearly because IT support staff could not see the user's screen and did not have detailed information on the user's system. As a result, many of The Lynd Company's properties were not receiving the day-to-day IT support they needed.
IronEdge's ManagedIRON platform provided a cost-effective solution to support all users throughout this widespread corporation and to manage company-wide IT assets and inventory.
Key Project Components
- Remote Help Desk Support & Trouble-Ticketing System - Every employee of The Lynd Company is trained to call IronEdge with any IT-related issue, and a ManagedIRON specialist immediately and remotely takes control of the user's desktop to resolve the problem. If it is related to employee training or requires attention from another department within of The Lynd Company, the ManagedIRON specialist issues a trouble ticket so the problem can be addressed.
- Monthly System Health Reports - IronEdge provides an executive report to The Lynd Company which details company-wide computer system health including workstation inventories and ManagedIRON activities such as patch management and trouble ticket completion.
- Lost or Stolen Asset Recovery - In the event of computer theft or loss, the ManagedIRON platform provides detailed asset information to law enforcement and insurance companies and can even track down stolen computers when they are connected to the Internet.
- Emergency Messaging System - The Lynd Company's back-office IT infrastructure, including email and the company's business line application, is located in San Antonio. If these systems lose power or go offline for any reason, ManagedIRON can instantly alert all users across the country in real time to let them know when the system should be back online.
- Security Management on All Computers - The ManagedIRON platform keeps the system protected by routinely monitoring and managing anti-virus and anti-spyware programs and ensuring that the latest definitions are up-to-date. System updates and service packs are automatically deployed and installation verified remotely.
"With the ManagedIRON help desk fielding support calls, I rarely get one request per month when I used to get ten a day. I have been able to turn my attention from keeping the company's IT systems running to implementing new technology and custom applications that help the company make money by improving workflow." ~ Steele Kennett, Director of IT at The Lynd Company
"I can log in to the ManagedIRON web-based platform from anywhere at any time and access real-time information about the software installed on any computer in our network. With this information, I am able to make more informed, strategic IT decisions regarding new application rollouts and other infrastructure needs." ~ Steele Kennett
"ManagedIRON's platform has already resulted in the return of four computers that were stolen from one of The Lynd Company's offices. The system was able to track the thief's internet connection and report it to law enforcement." ~ Steele Kennett
"We no longer have to answer calls from across the country if we have system communication failures. ManagedIRON answers everyone's questions with one on-screen message." ~ Steele Kennett
"Previously, we had no way of knowing if properties were actually installing the latest security updates or how secure our systems were. Now, we know everything is up-to-date and that all our business line applications are functioning properly on all computers." ~ Steele Kennett
"With 130 properties across the U.S. and growing rapidly, The Lynd Company trusts IronEdge's ManagedIRON platform to support our employees with everyday IT issues so we can focus on our core business." - Adam David Lynd, COO
