How Technium Built Its Networking Solution To See What Others Can’t

When customers call about Wi-Fi problems, most managed service providers are flying blind. Technium isn’t most providers.

In the world of managed IT services, there’s a persistent disconnect that frustrates clients and providers alike. Network monitoring tools report “all systems operational” with green lights across the board, yet users still can’t connect to their video calls. This gap between dashboards and reality is where Massachusetts-based Technium has found its edge, and it’s all because of a small device that sees what others can’t.

The Sixth Sense of Networking

“We’re never going to be the lowest-cost option,” admits Joseph Welch, Network Engineer at Technium. “But when you’re tired of poor performing applications, contact us. We’ll fix it.”

This confidence comes from Technium’s decision to include Wyebot’s AI-powered sensors with every client engagement. While other providers only monitor networks from the infrastructure side, Technium puts a sensor on every client site. The sensors experience networks just like users do, catching problems before angry tickets start flooding in.

“We don’t call it wireless testing. We call it connectivity intelligence,” Welch explains. “When users submit tickets saying ‘the application is slow’ with zero details, we pull up Wyebot and often see it’s not the wireless at all. It’s the wired network doing the same thing. Then we can track down problems faster.”

Two Tiers of Digital Truth-Telling

Technium built their Wyebot implementation to fit different client needs.

For every managed service client, a Wyebot sensor comes standard at each location. It’s non-negotiable because Technium considers it essential for validating changes and troubleshooting efficiently.

For clients wanting next-level assurance, their “Connectivity Intelligence” premium service links with their ticketing system. It automatically generates alerts based on thresholds like multiple failures in an hour. The premium offering also includes regular meetings on performance issues and fixes supported by the service.

“Wyebot provides a unique offering that lets us stand out,” notes Welch. “We can say we have a utility that can actually simulate an end user sitting on-premises and test what their experience will be.”

Catching Problems Before They Become Catastrophes

The proof is in the prevention. During one customer’s migration to a hosted gateway service, Wyebot immediately flagged DHCP configuration issues that would have created a flood of user complaints.

“Without Wyebot, that would have generated 50-60 tickets with people scrambling everywhere,” Welch recalls. “Instead, we caught it ahead of time and made it one master known case. When tickets started trickling in, we already had a fix in progress.”

Even more impressive? Technium at one point detected nationwide Microsoft outages before Microsoft itself acknowledged them. “Through Office 365 tests, we identified a problem across all our customers and launched a case with Microsoft before any users reported issues. Two hours later, Microsoft finally announced service disruptions.”

The New Business Magnet

The business impact has been real and measurable. “Since the start of the year, we’ve brought in four or five new customers primarily based on our Wyebot capabilities,” Welch reveals. “It’s an additional offering nobody else is providing.”

Wyebot has also become a valuable validation tool. Technium used it to demonstrate concrete improvements after a major infrastructure upgrade for a Fortune 500 client.

“We were able to grab data from before and after to show all of the latency drops and bandwidth increases,” Welch explains. “It gave us clear graphics of ‘here was your state before this half-million dollar upgrade’ and ‘here’s how your network is running now.’ That was an awesome infographic to have for showing the real impact.” This data was used by the CIO of the organization to present to the business and validate the investment in the multi-million dollar upgrade. A side benefit of having Wyebot.

The Competitive Edge

In a market where standing out is tough and margins are tight, Technium found that seeing the network through the end user’s eyes creates both technical advantages and business opportunities. When asked if he’d recommend Wyebot to other MSPs, Welch’s answer comes with a competitive twist.

“Yes, 100%. As long as they’re nowhere near our market sector.”