In 2020, like much of the business world, Berry Bros. & Rudd saw many of its employees shift to remote work to manage the impact of the global COVID-19 pandemic. Fortunately, the company already had cloud-based collaboration tools in place to support productivity for their employees, with Microsoft 365 and Teams having been deployed previously to keep their global team connected.
As usage of Microsoft Teams skyrocketed for the company, it became increasingly challenging for the IT team to diagnose and fix the periodic performance issues that arose – from video freezing to garbled audio, that could be caused by any number of problems in the surrounding infrastructure, from overloaded home Wi-Fi to an ISP issue.
Chris Brown is the Head of Service Delivery for Berry Bros. & Rudd, managing the IT Operations team, including the network, business applications and other aspects of the IT infrastructure. “We lacked the necessary visibility to understand where in the journey from the end user to the Microsoft Datacenter a problem was occurring, particularly since we don’t have control over all components of this journey. This made it difficult to diagnose and address the problem efficiently for our users, who are now highly dependent on Teams to stay productive”, said Mr. Brown.