Prioritizing What Matters: Why Customer Happiness Beats Ticket Counts

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How do you measure customer happiness in IT support? Not by tickets closed, but by genuine success. This refreshing perspective from
Romanus Prabhu Raymond, Director of Technology for Endpoint Management and Security at ManageEngine, sets the tone for our deep dive into modern endpoint management challenges and solutions.
The conversation tackles the foundation of effective security: asset visibility. "If you don't know what you have, that's the biggest challenge," Romanos explains, highlighting how bringing dispersed assets into a single pane of glass creates immediate value for organizations struggling with distributed environments and remote workforces.
When it comes to AI, ManageEngine takes a distinctly pragmatic approach. Rather than treating AI as a checkbox feature, they integrate it to solve specific operational problems. Through a revealing anecdote about a CIO requesting "AI" without understanding its purpose, Romanos demonstrates how AI should enhance existing capabilities—like prioritizing patch management for vulnerable endpoints based on their exposure level and business risk—instead of being deployed for its own sake.
The discussion explores the dramatic evolution of endpoint management over the past 15 years, from single agents to today's complex ecosystem of legacy machines, modern devices, BYOD policies, and IoT devices. This transformation creates substantial skill gaps and management challenges that ManageEngine addresses through automation and visibility tools that reduce IT burden while improving security outcomes.
Perhaps most compelling is ManageEngine's customer-centric culture, which spans their global operations through what they call "translocalization"—combining local cultural understanding with core corporate values. This approach ensures consistent, high-quality support tailored to regional expectations while maintaining their foundational commitment to customer success.
Ready to transform how you manage and secure your digital assets? Discover the practical strategies and tools that leading organizations are implementing to stay ahead of evolving threats while reducing operational complexity.

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1. Prioritizing What Matters: Why Customer Happiness Beats Ticket Counts (00:00:00)

2. Introduction to Romanos Prabhu-Raymond (00:00:01)

3. Customer Expectations and Asset Visibility (00:01:17)

4. Practical AI Approach in Endpoint Management (00:02:17)

5. Technology Evolution and Customer Challenges (00:05:00)

6. Measuring Customer Success Beyond Tickets (00:07:34)

7. Global Support and Cultural Approach (00:09:31)

8. Future Plans and Conference Follow-up (00:11:53)