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Independent Research Shows MSPs Can Cut Incident Management Time in Half with Martello’s Vantage DX

June 17, 2025

EnableUC model estimates Teams proactive monitoring lowers number of Microsoft Teams incidents by 40%  

OTTAWA, ON, June 18, 2025 — Martello Technologies Group Inc., (“Martello” or the “Company”) (TSXV: MTLO), an expert in user experience management solutions for enterprise collaboration, today announced that MSPs could achieve a 50% reduction in labor required for incident management when using proactive monitoring and advanced diagnostics. The finding comes from a model developed by EnableUC, who were commissioned by Martello to estimate the monetary impact for MSPs who deploy the Vantage DX solution as part of their Microsoft Teams managed service offering. The independent report highlights the substantial operational savings and financial benefits of a proactive approach to monitoring Microsoft collaboration tools. These findings will be explored in more detail during a LinkedIn Live session with Kevin Kieller on July 10th. 

“There are significant benefits for MSPs using proactive monitoring and advanced diagnostic tools,” states Kevin Kieller, Lead Analyst at EnableUC. “In many cases this approach has been seen to reduce operational costs while simultaneously increasing on-going revenue, through upsell opportunities and by reducing churn.” 

As well as a 50% decrease in support staff hours needed, the analysis identified several other key benefits, including:  

  • Over 40% of issues could potentially be mitigated due to proactive monitoring. 
  • A 5–10% improvement in CSAT (Customer Satisfaction) or NPS (Net Promoter Score), reflecting stronger client satisfaction and loyalty.  
  • A 10% upsell opportunity as improved service responsiveness encourages customers to purchase additional services or upgrade to higher-tier plans. 
  • A 20% reduction in tickets that are escalated to Microsoft (which may incur added support costs). 
  • A 25% reduction in service level agreements (SLAs) penalties, if applicable to MSP’s service offering. 

“MSPs are increasingly being asked by their customers to deliver a better experience across different collaboration tools, which raises the question for MSPs on whether this can be done profitably,” said Jim Clark, CEO of Martello Technologies. “The right tools can make all the difference and proactive monitoring is key to reducing the costs. But we don’t expect MSPs to take our word for it, so we were happy to see that Kevin’s report validated our assumptions and outlines a strong business case for providing proactive monitoring of Teams and other collaboration tools as part of their managed services.” 

These outcomes are made possible thanks to early issue detection, proactive alerting, better root-cause analysis, improved end-to-end network visibility and advanced diagnostics that enable MSPs’ IT support teams to identify and resolve problems before they impact their clients’ end users.  

The report was developed independently by EnableUC without any input or influence from Martello Technologies. The developed model was based on confidential interviews with MSPs, a systematic review of published literature, and previous work exploring the primary sources of outages and service degradation in a Teams environment. The model includes configurable assumptions and default values that can be adjusted to reflect an individual MSP’s own market experience. 

About Martello Technologies Group 

Martello (TSXV: MTLO) is a technology company that provides experience management solutions for enterprise collaboration tools such as Microsoft Teams, Zoom and Mitel unified communications. The Company’s Vantage DX solution enables IT teams and managed service providers (MSPs) to deliver a frictionless user experience for hybrid collaboration. With Vantage DX, they can move from reactive to proactive support by detecting potential performance issues before they impact users, and speeding resolution time from days to minutes. This leads to increased productivity, realizes efficiencies, and allows businesses to harness the full value of Microsoft Teams, Zoom and other collaboration environments. Martello is a public company headquartered in Ottawa, Canada with employees in Europe, North America and the Asia Pacific region. Learn more at www.martellotech.com 

Media Contact 

Amanda Hiscott – Media Relations
amanda@zincmarketing.com 

 

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