customer story


Sparx + Catchpoint = Effective and Faster Incident Resolution
of incidents resolved in 20 minutes.

Sparx Systems is the world's leading provider of architecture modeling software. The software is used by designers, developers, testers, project managers, and anyone involved in software development. The company caters to 850,000+ customers all around the world. Sparx worked with Catchpoint to:

·     Quickly detect and resolve end-user impacting incidents.

·     Develop proactive monitoring for improved visibility into service delivery.

·     Use proactive monitoring to better manage internal systems.

roughly 25 employees
$5 Million
Creswick, Victoria, Australia
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The following is a summary of an interview with Ryan Schmierer, vice president of operations at Sparx Systems. It has been edited for clarity.

My name is Ryan Schmierer and I'm the vice president of operations at Sparx Systems. My role is to oversee our service operations in the North American region. I need to make sure that our services are up and available to customers 24 hours a day, so they don't have to think, “is the system available?” Before Catchpoint, we learned about problems with our customer systems when the customer called to complain about them. The average time to resolve an outage or an incident used to be about three and a half hours.


Now, we're able to see over a time period, exactly down to the millisecond, what our service level agreement (SLA) compliance and availability was. The Catchpoint team has helped me to configure a set of dashboards. So, I can see our entire customer landscape, as well as internal landscape, in a single screen where I can see the status of all our systems.

We also have a “follow the sun” model, where we leverage a team in India to support outside of North American business hours. They're able to see at any point in time, how all of our systems are running too. So, we're able to have a distributed operations process in place, all enabled by the Catchpoint dashboards.

And I've really been impressed with the way the Catchpoint account team has embraced our business challenges. We have employees working from home offices all over the place. A big challenge we have is instead of using a corporate network and corporate Wi-Fi for connectivity, we're reliant on public infrastructure, just like everyone else. It's the Wi-Fi in your house. It's your Internet service provider (ISP), and the public ISPs, but we need to ensure that we're providing that enterprise-grade connectivity - even when people are distributed and working from home all over the place.

The Catchpoint monitoring solution for end-user devices allows us to install an agent right on the employee's laptop, which allows us to monitor their connectivity and their network infrastructure in real time with whatever configuration they're using at the moment. So, if they're connecting to Zoom or Teams for a meeting or if they're trying to access our CRM system, we're able to see that last mile performance and the full end-to-end network performance, even though it's reliant on public infrastructure. And that's something that we couldn't do even a couple of weeks ago.


With the help of proactive monitoring the Catchpoint solution, we are now able to address 75 percent of all incidents within that 20-minute ideal window. So, we're able to resolve the technical incident before the customer even knows that there was a problem in the first place, and that's fantastic. The automation capabilities for monitoring and seeing across our installed base, how all the systems are working, enables me to scale without growing staff. And that's huge for our business model and helping us grow in the future.

And now, our marketing team is looking at it to see how we can use it to better improve our customer experience with our website. So we've got lots of opportunities here to leverage some of the different offerings that Catchpoint provides. And we're really excited about the future and some of those possibilities coming to fruition.