We are using this solution to scale our business and to drive greater efficiencies. The other side of it is that it's much better for our end customers because they no longer have to monitor their own environments for hardware failures. We do that for them. They don't have to recognize that a server has failed. They don't have to pick up the phone or send us an email to open a ticket and send us files to help us troubleshoot the problem. We're really reducing a lot of the effort required on the customer's side to manage their IT environment using this tool because we can detect the failure, we can troubleshoot it remotely. And, when we do implement the corrective action, we're pretty certain of the root cause, based on the technology and the capabilities of TrueSight.
It has improved our time to repair. From the time we get the incident logged to the time we get the customer back up and running, it has improved that by 33 percent or greater. It has also improved our ability to fix it right on the first call. It gives us the root cause of the problem, and it automates that whole triage, it gives us the part number of what's failed. We're now at somewhere around a 97 percent first-time fix rate. And that's only going to get better as we get more experienced with the product. And that's important to our customers. When we come out, we're going to fix it right on the first call and not have to come again and again and again. That's really important to the uptime of their IT.
We have a graphical representation of this very thing. It shows the old way of service delivery, in which the customer first had to recognize they had a problem. Once they recognized they had a program, they had to call in or email and open a ticket. Once they opened a ticket, the whole troubleshooting process would begin. We were often calling them as many as eight times per ticket, just to get information about the failure. That was taking a lot of time from the customer. After that, we would have to dispatch someone with the right part or the right solution, and oftentimes we either brought the wrong part, or we had to bring a handful of parts, which was costly for us and would drive up the cost of the service for the customer. And often there would be a repeat call, because we might not have brought the right part or have sent the right level of skill out on that call. That was the old way of doing it.
The new way of doing it for the end-customer is that we call them to let them know we have spotted a problem with their server, for instance, and that we're working on it. We don't have to bother them for log files or diagnostic logs or any of that information anymore because it all comes packaged with the alert from TrueSight. The customer really only hears from us two times now: once, when we open the ticket to let them know we've seen a problem and again after we've resolved it.
Another example is that many of our customers have equipment in co-location centers and offsite data centers, where they don't even have anyone to see that there's a problem. Now, we are driving a lot of efficiency for them. They don't have to send people out to check on problems anymore or pay somebody who is running the co-lo to go out and check on something. We're able to see it all remotely through the monitoring tool. That's another huge benefit that we've heard about from our customers.
The solution provides us with a single pane of glass where we can ingest data and events from many technologies. In terms of our IT ops management, we have a unique deployment. We actually have it running in our own shop. Everything that we deploy to our customers we deploy internally first. But we've really licensed and implemented TrueSight to drive our services business. We're supporting all of our customers' data centers with the product. We're not connected to all of those yet. We just officially launched the solution in January of 2018. We've got about a year-and-a-half in production with the product and we're getting good adoption. The real answer to its effect on our IT ops management is not so much our internal deployment. It's more about the deployment that we're leveraging for all of our 16,000-plus customers globally.
We've had a number of cases where, through the analytics in TrueSight, we've actually been able to predict failures. For instance, we've already had a couple of cases where, if we see a hard drive on a storage array is going to fail, we'll actually send the part out ahead of the failure. That allows us to replace that drive before it fails - and on the customer's planned downtime. In the old model, it fails, it's down. The customer waits for us to come out, swap it out, and bring everything back up. In the predictive model, we know it's going to fail, we send the part out ahead of the failure, and we replace that drive on the customer's scheduled downtime. The more of that we can do - and as we expand beyond hardware into operating system, application, and the other layers of infrastructure - we'll be able to exploit the machine learning and the AIOps to a greater degree than what we're doing today on the hardware side.
The way we talk to our customers about the functionality of the solution across IT ops management to support business innovation is that because we've significantly reduced the amount of time they have to spend managing service tickets, they have more time to focus on their digital strategies. We say, "Hey, we're giving you some time back. You don't have to spend all this time interacting with your service provider. You're just going to hear from us when you have a problem and after we've fixed it. We won't bother you for log files and all those things." We're actually giving them time to allow them to do more value-added work, like working on their strategic initiatives and their digital transformation initiative. I think we'll be able to expand on that as we go forward.