Big Ass Fans Improves its Communications Environment with Quest KACE

BRADY WILLIAMS: My company is Big Ass Fans, and we make big ass fans. We make anything from five foot residential ceiling fans, up to 24 foot industrial fans that you see in airports, arenas, high school gymnasiums, or manufacturing facilities. Our IT department is about 10 people strong right now. We have four dedicated to help desk. So we have a pretty strong team, and we all use Kace. It's been a great tool. The business challenge we had before Kace was communication. Because we had our team, kind of, spread out in our IT area. And one of our end users would come up and ask the first person they saw, whether it was their department or not, they would ask them for help with something. And you'd have use email, or post it, or word of mouth, or something, and sometimes things would fall through the cracks, or it just didn't get communicated well. Kace helped us streamline environment. The SMA we're using was very useful as far as inventory and software deployment. It helped centralize everything that we did, and it was great. I think the main benefits that the SMA has provided us was tracking. So you know, you get your ticket in, of course, you can look back at the entire history of the back and forth between the end user. You wouldn't have to ask them a million questions over and over. You just refer to the ticket, and then you solve their issue. I love its versatility. The more we explore with it, the more we discover what it can do. We also love the fact that the Quest is behind it, and pushing new development all the time. One of the things that I love that Quest has done is they've really stepped up their support. Whenever we've had an issue with Kace, whether it be connectivity or agents not checking in, they're very prompt. So I love the communication we get from Quest. If I'm at home and we have an issue, because you're never not on call as IT, I can log in. We opened it up to the way in about 2 and 1/2 years ago. And having that outward facing service, now I can just log in to Kace and run a software deployment, or I can assist with a ticket from anywhere quickly, even from a mobile. The Kace Go app was very handy. Yeah absolutely, definitely saved me time in my personal life.