Troubleshooting Microsoft Teams & Internet Performance for Multi-Site Businesses with Obkio: Isothermic Case Study

If your enterprise operates manufacturing facilities and multiple store locations, you're well aware of the management and communication challenges that arise from poor application performance, such as Microsoft Teams, and the disruptions caused by Internet VPN issues for both employees and customers. This case study provides a clear path to establishing effective network performance monitoring and troubleshooting these network issues.

Tailored for IT professionals, network admins, and executives alike, this narrative unfolds through the lens of a seasoned IT Director. Having experienced the transformative value of Obkio at his previous workplace, he brings a unique perspective to Isothermic's network performance monitoring journey.

Join us as we unravel the complexities of troubleshooting Microsoft Teams and Internet performance, uncovering invaluable insights and actionable strategies that can help improve your organization's network operations.

With a rich history spanning over 40 years, Isothermic has positioned itself as a distinguished player in the industry, renowned for delivering exceptional services and robust, surpassing-standard products. Founded in 1982, Isothermic initially started with five employees and has now turned into a thriving enterprise with over 250 employees across its factory and network of stores in Canada.

Isothermic's journey has been marked by steady growth, driven by a commitment to delivering innovative products. Specializing in PVC and Hybrid windows and doors, all manufactured in Quebec, Canada, Isothermic's offerings prioritize energy efficiency and low maintenance, providing cost-effective solutions for consumers.

When Hans first started working at Isothermic as an IT Director, he faced a crucial assignment upon arrival: fixing the enduring problems with Microsoft Teams. Maintaining a Teams conversation was difficult and frequently crashed. Alone in the dark without monitoring tools, the Isothermic Team grappled with a lack of understanding regarding their store's setup and network connections. In this troubleshooting scenario, Hans found himself operating in an “emergency mode”, facing the challenge of hidden visibility into the network landscape.

The challenge was not a matter of financial concerns, it was a strategic imperative voiced by the company’s president. In his words, Teams was akin to picking up the phone – a tool that should work seamlessly. So the message was clear: prioritize making Teams function effectively, as it stood as a vital work tool.

The issues extended beyond Teams, as reports surfaced of interruptions in IP telephony on certain sites. Users complained about call drop-offs, necessitating a deeper understanding of the telephony system. Mitel, their IP telephony service, utilized IPSec VPN architecture on Fortinet, routing through the Data Center to reach the Head office.

Moreover, they constantly engaged with their Managed Service Provider (MSP), playing a blame game of ping pong. The elusive nature of the problem led to contemplation on whether it lay within the Telecom link or the firewall managed by the MSP or MSSP.

In the middle of all this, the importance of a comprehensive network assessment became apparent. The need to pinpoint the root cause was paramount since the urgency to identify and resolve the network problem was undeniable. The challenge lay not just in the problem itself but in the intricate dance of troubleshooting, provider interactions, and the persistent quest to unravel the complexity of the network infrastructure.

Isothermic found a reliable ally in Obkio’s Network Performance Monitoring tool, thanks to the personal journey of Hans, their new IT Director.

Hans, a seasoned professional, had encountered network issues before at his previous workplace. During his time there, Obkio proved instrumental in addressing network issues, providing clarity and user-friendly solutions. Little did he know that his expertise with Obkio would become a crucial factor in Isothermic's network performance monitoring and decision-making process.

Having previously experienced the prowess of Obkio at his previous company, Hans recognized its potential to transform Isothermic's network landscape when faced with a new set of challenges.

To address the intricate network challenges at Isothermic, the journey began with deploying Obkio’s Network Performance Monitoring solution starting with Obkio's free 14-day trial.

They then proceeded by deploying software Monitoring Agent in their Head Office. The Agents would then generate and exchange synthetic traffic with each other to monitor the performance between users and Microsoft Teams. This strategic move aimed to unravel the mystery of connectivity issues, providing a closer examination of the network's behaviour.

With access to all premium features and the handy Onboarding Wizard, Isothermic had everything they needed to start monitoring and troubleshooting as soon as possible:

• 14-day free trial of all premium features
• Deployment in just 10 minutes
• Monitoring of performance in all key network locations
• Measurement of real-time network metrics
• Identifications and troubleshooting of live network problems

Mapping the Network:

Deploying monitoring agents helped Isothermic to map the entire network, presenting them with a comprehensive understanding of network structure. This step proved crucial in identifying potential bottlenecks and performance inconsistencies.

Identifying Internet Connection Issues:

A pivotal revelation emerged concerning the Internet connection, which proved to be both insufficient and costly. The Head office link, identified as a coaxial residential link through Obkio's insights, displayed drops and variances. The decision was made to transition to fibre optics, a move that instantly resolved the connectivity challenges. The information provided by Obkio helped Hans convince his team that this was the right move.

Addressing Wi-Fi Coverage Problems:

Beyond resolving immediate concerns, Obkio's role extended to identifying Wi-Fi coverage issues. By strategically placing software agents in areas of concern, such as conference rooms with reported problems, the Isothermic team could visually pinpoint trouble spots and initiate targeted improvements. Obkio Vision which is a visual traceroute tool was instrumental in achieving this.

Proactive Monitoring for Critical Applications:

As Isothermic places high importance on its ERP, hosted in a private Data center, proactive monitoring became paramount. The ERP, the backbone of the enterprise solution, allowed a dynamic approach to network monitoring. With Obkio's visual graphs providing immediate insights, the team adopted a proactive stance. The ability to quickly identify issues, particularly in critical applications like the ERP, ensured timely responses, reducing downtime and enhancing customer experience.

Transition to Cloud-Based Systems:

Looking ahead, Isothermic is transitioning toward cloud-based and SaaS solutions for its systems and ERPs. The lessons learned from using Obkio underline the significance of not only having good connectivity but also ensuring its quality and reliability. The visual representation provided by Obkio's Chord Diagram simplifies the monitoring process, empowering even junior staff to recognize network issues promptly and communicate with their service provider.

The integration of Obkio into Isothermic's network infrastructure has yielded a myriad of tangible benefits, streamlining daily operations and fortifying the organization's overall network health.

Efficient Morning Checks:

One of the paramount advantages is the ability to obtain a comprehensive snapshot of the network's health at a mere glance. A dedicated team member conducts quick morning checks, spending just five seconds on Obkio's intuitive dashboard.

This streamlined process provides instant insights into the network's status, enabling the team to ascertain the health of the infrastructure. The visual representation simplifies the morning routine, allowing the team to assess the network's condition swiftly and get back to enjoying their morning coffee.

Proactive Issue Identification:

Obkio's role extends beyond mere passive monitoring, actively alerting the team to potential issues. The integration of notifications ensures that the team starts to troubleshoot network issues even before customers can notice any downfalls. This quick assessment becomes instrumental in immediate attention to emerging issues.

Strategic Use of APM Feature:

The Application Performance Monitoring (APM) feature, while initially underutilized, has proven its worth during critical situations. Particularly, in the aftermath of website outages, the feature was added to the dashboard. This strategic move empowered the Isothermic team to promptly identify and react to website downtimes, reducing response times and minimizing the impact on users.

Enhanced Visibility into Firewall Performance:

By configuring Simple Network Management Protocol (SNMP) on the Head office firewall, Obkio facilitated a deeper understanding of the firewall's performance. This enhanced insight ensures that any deviations from optimal performance are identified promptly, allowing the team to take preemptive measures and maintain the firewall's efficacy.

Audit and Network Optimization:

The initial deployment of Obkio, conducted through a trial, served as a comprehensive audit or network assessment of Isothermic's situation. This audit not only identified existing challenges but also laid the groundwork for strategic network optimization in future, such as moving from a traditional IPsec VPN architecture towards SD-WAN. This became a pivotal phase in understanding the network intricacies and paved the way for informed decision-making.

The partnership between Isothermic and Obkio showcases a successful optimization of network infrastructure. From addressing immediate Internet performance challenges to becoming an integral part of daily operations, Obkio has proven to be a reliable solution for Isothermic's evolving network needs. The case study highlights the importance of proactive monitoring, strategic changes, and the positive impact on overall business operations.

Ready to conquer your network challenges? Begin your transformation with Obkio and explore the potential of our premium features.

Start a free trial now and witness the transformative impact on your enterprise's network performance.

• 14-day free trial of all premium features
• Deploy in just 10 minutes
• Monitor performance in all key network locations
• Measure real-time network metrics
• Identify and troubleshoot live network problems