Moonscape Business Solutions Cuts Response Time by 40% with Unified Remote Management
MOONSCAPE BUSINESS SOLUTIONS INC
Other
Artem Rakhlev
Founder & CTO
1-50
Employees
500
Managed Seats
Summary
Moonscape Business Solutions manages fragmented IT infrastructure across travel industry clients where each operates with their own technology stack. OpenFrame's unified remote management eliminated on-site visits while providing stable, unattended access to 142 endpoints, saving 6 hours weekly and boosting client satisfaction from 92% to 97%.
Challenge
Before OpenFrame, Artem faced a problem most co-managed IT providers know: clients required him to use their internal technologies exclusively, but those tools were inadequate and fragmented. Licensing limitations meant incomplete coverage. Budget constraints prevented deploying enterprise tools across the entire user base.
The result? Constant context switching between different remote access systems. Some endpoints had no remote management at all, forcing on-site visits for issues that should've taken 5 minutes to resolve remotely. Response times dragged, costs piled up, and client satisfaction stagnated at 92%.
With 20 years of IT experience, Artem had worked with enterprise monoliths like ManageEngine and hated them. Dishonest sales tactics, pricing models that penalized co-managed IT, and bloated platforms that didn't perform. Moonscape needed a unified remote management layer without massive upfront investment or per-seat licensing that killed scale.
Solution
OpenFrame became Moonscape's single pane of glass for remote management across all 142 endpoints, regardless of which client they belonged to or what other tools were in place.
The game-changer was unattended remote desktop access. Where client tools required active user sessions or failed on locked screens, OpenFrame's remote control worked consistently, even on devices sitting idle in back offices or server rooms. Artem could troubleshoot and resolve issues without coordinating with end users or dispatching technicians on-site.
For co-managed IT where Artem oversees operations across multiple semi-independent entities (hotels, distribution centers, billing departments), centralized control was critical. No more logging into four different platforms or hunting through limited client portals.
Results
Time & Cost Savings:
• 6 hours per week saved in response time
• 40% reduction in time-to-resolution
• Eliminated on-site visits for 60-70% of tickets
• Zero fuel costs and drive time for routine maintenance
Client Impact:
• Client satisfaction jumped from 92% to 97%
• Issues resolved in minutes instead of hours
• Unattended access means fixes happen even when users are offline
Operational Wins:
• Single interface across all clients reduces training overhead
• Scalable foundation for expanding to 1,500-2,000 endpoints
"OpenFrame is a new tool that has immense potential as it develops to fundamentally impact IT service models. The remote desktop administration is one of the strongest and most stable features, especially for unattended endpoints." — Artem