Rio IT took training completion from 10% to 90% with uHealth

At a Glance

Rio IT is a 20-strong MSP working out of Colchester and Wisbech, supporting around 100 clients across manufacturing, food production, the wine trade and housing development. Engineering Delivery Manager Conor Murphy had awareness figures that reached the client review as unstructured data nobody acted on. uHealth turned them into a priority list — and completion went from 10% to 90%.

Key outcomes

• Training completion rose from 10% to 90% and above
• Five minutes from connecting a tenant to a report naming the critical users
• Up to an hour of review prep per client now fed in by the system instead of assembled by hand
• Tasks drop straight into the ticketing system, ranked, so engineers work the priority list rather than cherry-picking

The Challenge

The courses went out. Hardly anyone did them.

Rio IT's clients had signed up for awareness training and were happy to say so, which is exactly what made the problem hard to see. The courses were allocated, the phishing simulations ran, and when anyone asked for a report the completion figures were nowhere near where they needed to be. Conor's clients thought they were doing user training. Most of their staff weren't.

“It really is almost like going back to school and not doing your homework, if I'm honest. You get set your allocated courses and there's no sort of uptake from the staff to then say that they want to do it and they're then being held accountable to do it, essentially.”

And the reporting cost real time. Before every review Conor would pull figures out of the Microsoft 365 portals and the usecure modules one at a time — MFA here, privileged accounts there, course completions somewhere else — and try to put them in an order that meant something. Upwards of an hour a client, for a business owner who only needed two or three things to fix.

“At that point it was just unstructured data on a page.”

The Solution

Rio IT signed up for the beta straight away

Conor had known for a while that something was missing between the awareness figures and the rest of a client's Microsoft 365 estate, so when usecure told Rio IT that uHealth was coming, they went on the beta immediately — with the same doubt that comes with any new offering.

What won him over was seeing one person as a whole. uHealth pulls in uLearn, uPhish and uBreach alongside MFA, privileged accounts and conditional access, then ranks what needs doing in priority order.

“This user is showing 10% on uLearn. They've been compromised three times in uPhish. They don't have MFA enabled, and they're a privileged account.”

“When I first opened the usecure platform, it filled me with a sense of relief knowing that I was able to pull in these various data sources and be able to show the customer what their environment looks like and also then what we're going to be doing about it.”

The Results

Then the owners chased their staff

The number Conor leads with is completion, and he puts it down to one thing: visibility. The review meeting changed, because the owner now sees a score, a critical task naming the person who hasn't finished their courses, and a path from wherever they start up towards 100. Owners don't want to be at 40%, so they take it into their one-to-ones and the staff do the courses.

“We were seeing staff with a ten percent completion rate when it came to their phishing training. Since the uHealth dashboard has been in place, we've seen that increase to ninety percent and above, essentially. Because of the visibility.”

• Completion: 10% before, 90% and above since
• Review prep: up to an hour per client, now fed in by the system
• The review itself: module-by-module detail replaced by a score and a priority list
• Engineers: work picked by hand, now ranked straight into the ticket queue

How They Did It

Rio IT's clients finally knew what to fix first

“From the moment you get into the dashboard you are met with the connect screen and from there you have to put in your global admin rights to grant permission to the tenant. And within three minutes you have a list of users to enable and two minutes after that you have a report which tells you where your areas of concern are, your priorities and your critical users.”

• One picture of each person. uHealth joins uLearn, uPhish and uBreach with MFA, privileged accounts and conditional access, so a risky user shows up as one person, not four reports.
• A priority order engineers can work. Tasks arrive ranked, go straight into the ticketing system and lift the score once they're done.
• Something an owner can read. A score, a direction of travel and two or three actions, instead of a page of numbers.

Conor's advice to MSPs

“User awareness training shouldn't just be a tick box exercise and they shouldn't just see uHealth as another product in the stack. uHealth has allowed us to strategically and proactively support our customers and ultimately put user awareness training where it needs to be, which is in those review meetings with customers.”

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