CUSTOMER SUCCESS STORYSC Systems dramatically reduces their
help desk call volume by 20-30% with
ScrewDrivers®.

ABOUT SC SYSTEMSINDUSTRYManaged Services
SPECS
500-1,000 employees
22 locations
VMware VDI
30 users on 2 servers
PRODUCT(S)
ScrewDrivers®
SUMMARY
Tricerat worked with theproject management office
to coordinate theirprinting solutions.
After partnering,collaboration on both sides
resulted in:•Simple install andconfiguration•Reduction in help deskcalls by up to 30%•Decrease in managing
license overhead

SC Systems is an MSP based out of Alberta, Canada with a collocated datacenter in Edmonton.
They have clients across 22 cities. Their target market has predominately been nonprofit, however,they’ve begun to do a significant amount of work in the financial services industries. Their services
span from managed IT, professional services, and managed cloud services.
SC Systems pride themselves on enabling their, ”clients to do business better by providing the righttechnology advice, products, and services that meet the needs of their organizations.”

THE SITUATION
Ryan Theriault works in the project management office at SC Systems. He helps coordinate theimplementation of solutions for clients. This includes specifying the desired configuration for theirprinting when moving to their managed cloud platform. Most of SC Systems’ clients are 10-30 user
offices with 1 to 2 servers running VMware virtualization. Most of their clients use installed
applications either locally or on a remote desktop server environment and some of their clients use
web applications.

ScrewDrivers® has benefited SC Systems with less administrative overhead in managing the licensing, reducing technical support calls with predictable costs and great relationship management by the Tricerat Team.
- Project Manager at SC Systems

THE CHALLENGESC Systems’ clients that use remote desktop environments typically run into issues of degradedprint performance. There is also a lot of end user confusion with having dozens of “session”
printers to choose from without being able to identify which printer is their own. Clients were prone
to printing to the wrong session printer, or having to wait for extended periods of time for larger print
jobs to arrive on their local printer from the cloud services. With some applications this could result
in application instability and even degrade the user experience when using a hosted clouddesktop. Dealing with print management issues had approximately taken up 20% to 30% of Ryan andhis team’s call volume.

Tricerat, Inc.
11500 Cronridge Dr. #100, Owings Mills MD, 21117 l Toll-free 800.582.5167 l www.tricerat.com l sales@tricerat.com
Copyright © 2017 Tricerat, Inc. All rights reserved. Tricerat, the Tricerat logo, and ScrewDrivers are the exclusive property of Tricerat, Inc. and are registered in the U.S. and othercountries. Other product and company names mentioned herein may be trademarks of their respective companies.

ABOUT TRICERATTHE EVALUATIONAt Tricerat, we believe IT
admins should have moretime to spend on strategic
and meaningful company
initiatives, rather thanmundane tasks.

Upon determining that it was time to find a solution, Ryan and his team tested a third party print
solution. They were dissatisfied with this other solution for two major reasons. First, their licensing
mechanism for MSPs is cumbersome and time consuming. Ultimately it would eventually lead to apoor end user experience as there are delays in adding additional users. Secondly, theircustomer service and technical support was not nearly the quality provided by Tricerat. It also helps
that Tricerat has localized support, which not only benefits SC Systems, but also their clients.

Our mission is to simplify
the lives of IT admins byautomating the everyday,routine tasks associatedwith managing
a trouble-freeuser experience.

ScrewDrivers® has benefited SC Systems with less administrative
overhead in managing the licensing, reducing technical support calls withpredictable costs and great relationship management by the Tricerat Team.

We accomplish this bydelivering dependable,easy-to-use software tools
along with personalized,
world-class
support and service.

-Project Manager at SC Systems

THE SOLUTION
Ryan had a successful and pleasant experience with Tricerat’s ScrewDrivers® at a previous job, so
he immediately gave Tricerat a call. The support team at Tricerat happily helped on the initial install ofScrewDrivers®. From there, Ryan was able to customize the solution independently in a timely andeffective manner. Some of their clients had complex environments which involved someconfiguration help from Tricerat, but beyond that they were up and running without any
intervention at all. As they continue to roll out ScrewDrivers® to clients, SC Systems has been able towork with Tricerat’s support team on creating specific builds to accommodate all of theirclients’ environments. ScrewDrivers® has benefited SC Systems and their clients by reducing
20-30% of their help-desk calls, which were related to printing. In the end, it has allowed their clients
to focus on their everyday tasks.

Tricerat, Inc.
11500 Cronridge Dr. #100, Owings Mills MD, 21117 l Toll-free 800.582.5167 l www.tricerat.com l sales@tricerat.com
Copyright © 2017 Tricerat, Inc. All rights reserved. Tricerat, the Tricerat logo, and ScrewDrivers® are the exclusive property of Tricerat, Inc. and are registered in the U.S. and othercountries. Other product and company names mentioned herein may be trademarks of their respective companies.