NAKIVO Enables 24/7 Data Availability for FocalScope

Business Challenge

FocalScope is a cloud-based help desk solution that includes email ticketing, live chat, survey management, and a phone call center. FocalScope is trusted by thousands of brands and businesses across the world, and their customer base ranges from Fortune 500 companies to small and medium businesses across different industries. FocalScope helps customers connect data seamlessly between multiple communication channels and has established itself as a solution that transforms customer service.

FocalScope’s main operation center that covers Europe is located in Germany and the majority of their IT infrastructure runs on VMware. Since the company provides a solution for email ticketing, live chat, and a phone call center, a high volume of data gets transferred in and out. With a high traffic of emails, chats, and full conversations recorded every day, FocalScope requires a solid infrastructure that should be available 24/7. Downtime and data loss can impact business operations and affect customer loyalty, thus the company needs to have a VM backup solution in place, to be able to back up and recover data if needed.

"We tried a few VM backup solutions, but they did not measure up. We were searching for a cost-effective product with high performance and the one that would suit our solution perfectly. We also did not want our technical team to spend too much time on managing and controlling backup and recovery jobs, so we wanted a user friendly VM backup solution," says Thomas Christiansen, Sales Director at FocalScope.

Solution

The decision to select NAKIVO Backup & Replication was made by the FocalScope’s technical team to deliver 24/7 availability of customer data within their IT infrastructure. “Our technical team installed the product easily and were up and running quite quickly, since the software is straightforward and user-friendly, as well as works well with our own solution. Now, NAKIVO Backup & Replication keeps our data available 24/7 so that we can maintain not only customer’s data, but also their loyalty. NAKIVO Backup & Replication provides reliable VM backup, enabling us to back up our data frequently and recover it quickly. We are confident that we can instantly recover full VMs from our backups, if some accidental deletions might happen,” says Thomas.

NAKIVO Backup & Replication speeds up VMware backups, tests VMware backups automatically, and saves storage space with data deduplication and compression. With the help of the web interface, NAKIVO Backup & Replication provides additional ease of use and management for the technical team, so that they can access and monitor backups whenever they need to. “NAKIVO Backup & Replication delivers high VMware backup performance due to forever-incremental backup and saves storage space. Being able to backup more data with less space is always good. Moreover, scheduling and retention options within the product are also excellent. Due to ease of managing and controlling backups, our technical team now spends more time on other IT related tasks,” says Thomas.

Results

NAKIVO Backup & Replication protects the VMware environment of FocalScope and enables the company to achieve 24/7 availability of customer data. With NAKIVO Backup & Replication, FocalScope’s technical team saves 15% of time on VM backup administration and spends more time on other IT objectives. Due to a web interface, the whole team can access and monitor backup jobs whenever they want. “NAKIVO’s fast VM backup, instant recovery, and automatic backup verification keep our critical systems running at all times. Since the product turned out to be easy to use, our technical team can now focus on other customer related tasks thus improving customer experience. The product is stable, easy to understand, fulfills all our requirements, and we are pleased with its functionality. We found a solid VM backup solution in NAKIVO Backup & Replication,” says Thomas.

Company Profile

FocalScope was established in 2005 and has since become synonymous with excellence in the customer support software field. Their global offices currently include the following locations: USA, Denmark, and Singapore. Specializing in software development, FocalScope set out to create a help desk system that could withstand the demands of 21st-century customer service. The company provides a powerful all-in-one web based software for customer support, including email ticketing, live chat, and a phone call center. FocalScope provides a trusted solution for customers who need support, no matter their company size or industry. Today, FocalScope manages the rigors and demands of modern-day customer support and business communications without falter. For more information, please visit www.focalscope.com.