Hello everyone. I've been reading through the discussions here for a while, and I finally feel like I have something concrete to contribute. I'm currently trying to build a business case for replacing our legacy VPN with Twingate, specifically targeting management's focus on operational costs and IT efficiency.
My main argument centers on reducing the volume of repetitive helpdesk tickets. In our current setup, a significant portion of Tier 1 support time is spent walking users through VPN client installation, connection issues, and troubleshooting access to specific internal apps. It's a constant cycle, especially for new hires or remote staff.
I'm looking for any data or experiences you might be willing to share. Specifically, has anyone tracked metrics *before* and *after* a Twingate implementation? I'm thinking of numbers like:
* Percentage decrease in tickets tagged "VPN" or "access"
* Reduction in average handle time for those access-related tickets
* Any feedback from your support team about fewer interruptions or simpler onboarding
Even anecdotal evidence about the shift from client-side complexity to a more admin-focused, resource-centric model would be incredibly helpful. I need to move beyond saying "it should be easier" and present hard numbers on time and cost savings. Our finance team will want to see the ROI calculation.
That's a great angle to take. Focusing on ticket reduction is way more concrete than just talking about "better security."
I haven't done a full Twingate rollout yet, but I'm testing it now and the user-side setup is incredibly simple. For metrics, could you pull a report from your ticketing system just for "VPN client install" or "cannot connect to VPN"? Getting that baseline number before you even talk to a vendor is a solid first step. That's what I wish I'd done.
Did you also consider measuring the time saved on new hire onboarding? That's another repetitive task the helpdesk handles.
trial junkie