Exclusive: Pulseway discusses drive for simplicity and efficiency in IT management

Pulseway is incredibly committed when it comes to simplifying IT management for businesses worldwide. 

The company's SVP of Product and Strategy, Edgar Zacharjev, outlined the company's growth, product evolution, and vision during a recent interview with TechDay.

"My role ranges from ensuring the organization is heading in the right direction, not only from a product perspective but also strategically in terms of our market focus," Zacharjev explained.

The company serves "businesses of all sizes seeking improved IT management solutions" across the globe.

Pulseway's primary users are system administrators, IT professionals, and managed service providers (MSPs).

"Any company that relies on technology can benefit from our solutions," he said. "We provide a technology stack that enables proactive monitoring to ensure IT infrastructure stays secure, efficient, and compliant."

The company's ability to support businesses across different industries is critical. "Healthcare organizations need to meet specific compliance requirements, while financial institutions face unique security challenges," Zacharjev added. "Our consultants tailor solutions to these distinct needs."

Recent product innovations reflect Pulseway's focus on customer-centric development.

"We've expanded our mobile device management capabilities to monitor iPhones and iPads," Zacharjev noted.

"We're also investing heavily in automation and AI to simplify tasks for our clients. Our goal is to minimize the number of manual actions required to keep systems running smoothly."

Pulseway's integration of artificial intelligence is designed to add practical value rather than gimmicks. "We built AI directly into our product to simplify automation and improve efficiency," he said. "For example, a customer can use voice commands to automate tasks or configure new settings."

AI has also improved internal processes. "We train employees monthly on AI tools to ensure they're used efficiently and securely," Zacharjev explained.

"We focus on improving productivity without compromising data security."

Pulseway's continuous development process means regular updates, with a new release every month. "Not every update is groundbreaking, but we're consistently enhancing the platform," Zacharjev said. "For example, we've introduced AI to our ticketing system to summarize issues and suggest solutions automatically."

The company has also launched a referral program in Australia, New Zealand, and other regions.

"Word-of-mouth has been a powerful driver for us," Zacharjev said. "People refer Pulseway because they see the value firsthand."

Customer feedback has played a significant role in shaping Pulseway's solutions. "One customer recently described our mobile app as a 'safety blanket' because it offers peace of mind," Zacharjev said. "Even if they rarely need it, they feel secure knowing they can manage their IT environment remotely."

Pulseway's mobile-first approach has been a key differentiator. "Our mobile app allows clients to manage their systems on the go, which saves valuable time," Zacharjev said.

"I once received a photo from a client using our app to resolve a critical issue while visiting the Grand Canyon. We've even heard stories of users fixing server problems on their wedding day or during snowstorms."

Pulseway's strong focus on customer experience sets it apart. "From day one, we prioritize positive interactions," Zacharjev said. "Whether it's responsive support or proactive account management, we ensure our clients feel valued."

Customer support is "especially important" in markets like Australia and New Zealand.

"Our clients there are some of the most enjoyable to work with," Zacharjev said. "I often join calls personally, even if it's one o'clock in the morning, to ensure they get the support they need."

Reflecting on Pulseway's growth since he joined the company over a decade ago, Zacharjev said: "It's been a crazy journey. We started as a small team with a free product, learning through user feedback.

Today, we've grown to over 100 employees while maintaining the same passion for delivering value to our clients."

Zacharjev believes Pulseway's success stems from a combination of intuitive technology, strong customer focus, and a commitment to simplifying complex IT tasks. "We've built our product to save clients time by automating mundane processes and giving IT professionals more freedom," he said.

Pulseway's dedication to customer success is evident in the feedback it has received.

Users frequently highlight how the platform has both improved their IT operations and increased efficiency.

"Installation and initial configuration was a breeze. We managed the install ourselves," University of Auckland's Deputy Director Digital Services, Eugene Chan, said.

"It took very little time and we were up and running. Now we manage most of our everyday tasks from our smartphones. The best part is that Pulseway alerts us to any issues before users even notice any slow-downs. User satisfaction has gone up, our workload has gone down."

"We've had many other monitoring tools in the past from all the usual suspects. But Pulseway's mobile remote management approach really changed the game for us. My team is connected and empowered because of Pulseway, we get instant alerts of system issues and we take immediate action regardless of our location," Schema Networks' Founder and Partner, Scott Weaver, added.

"Our goal is to help IT professionals become heroes in their organizations by delivering reliable, effective solutions," Zacharjev told TechDay. "That's what drives us."