Nick Randall·Nov 7, 2021First Contact Resolution Metrics. Justify investment in I.T. ops.Techies! First Contact Resolution Metrics (FCR) are your friend! So you are a tech support advocate in your organisation. Or maybe you are in product management. Why are First Contact Resolutions metrics a useful set of measurements to help you get the investment in IT monitoring systems you are looking for. To get that investment signed off by your…Customer Experience4 min readCustomer Experience4 min read
Nick Randall·Nov 4, 2021SeeThru Launches Support Tools and Brandable App for ISPs and MSPsSeeThru Networks, the Bristol-based network and service assurance experts have launched their new dashboard and white-label app for end users to self-diagnose connectivity issues. The app, downloadable from Google Play or the Apple App Store, turns complex network and connectivity status messages into simple red, amber, green traffic light colours…2 min read2 min read
Nick Randall·Mar 1, 20215 reasons why Ethernet Connectivity Fault Management saves time and moneyMy Carrier Ethernet background goes back a long way. First with early packet ring start-ups Dynarc and Native Networks (acquired by Alcatel). Then with Hatteras, Overture and for a good few years- Accedian Networks. My relationship with Accedian was rekindled from the outside recently. SeeThru has been engaged in the…Ethernet Connectivity3 min readEthernet Connectivity3 min read
Nick Randall·Jun 4, 2020Powering Business-Led Innovation in a Disrupted WorldNew collaborative IT services thanks to our Innovate UK grant award — We are very pleased to announce that out of the 8,600 applicants, our application was one of 800 proposals to be funded by Innovate UK’s Fast Start Competition. …Technology3 min readTechnology3 min read
Nick Randall·Mar 4, 2020Seeing Thru ZabbixA low cost customer visualisation solution for technology providers — The problem with visualising data for end users, when there isn’t any data to visualise. As SeeThru grows we are expanding our customer base into new market segments with differing use cases. We have conversations where tech providers want to simplify the conversation with their end users — a big tick for SeeThru. But they haven't yet built management platforms that create the information for…Zabbix3 min readZabbix3 min read
Nick Randall·Feb 3, 2020Testing our API with Carrier Ethernet NIDsMonitoring a Carrier Ethernet circuit and representing its live status on the SeeThru app — Our newly created API and Python environment needed a test beyond meeting our own internal needs. Conveniently, just after we completed version one of our external feeds API, I was meeting friends in London who work at Accedian. Having some excellent Accedian Carrier Ethernet NIDs in our kit bag we…Customer Experience3 min readCustomer Experience3 min read
Nick Randall·Jan 22, 2020The Toothbrush TestGetting end user attention before I.T. goes wrong The problem is that technology is S.E.P. The toothbrush test, of the famous Larry Page quote, suggests levels of end user commitment to a platform, tool, application or “thing”. …Digital Transformation3 min readDigital Transformation3 min read