Clocktower Technology Services faced the challenge of offering clients the kind of technical support they needed without adding staff or overburdening their existing small team of technicians. They previously offered managed services plans without a help desk component to keep costs down, but this approach proved more expensive and led to the loss of a good customer due to the lack of 24/7 technical support. The company needed a solution that could handle customer support efficiently and allow them to focus on more profitable work.

DS Tech faced significant challenges with their previous RMM platform, which generated excessive ticket noise and false positives. This required substantial time and effort to manage, detracting from higher-value customer work. They needed a solution to improve the efficiency of their technicians and sought to add a 24x7 network operations center (NOC) for more responsive service. After consulting with peers in the Technology Assurance Group (TAG), DS Tech decided to partner with Continuum, which was highly recommended for its ability to reduce noise, improve scalability, and allow more focus on customer service.

Empower Information Systems faced the challenge of resolving more Help Desk tickets while still adding new business without having to hire additional staff. The time lag between their ticketing and monitoring systems created incomplete reporting, which hindered their ability to provide accurate and timely service to their clients. This was particularly problematic for clients in time-sensitive verticals such as healthcare and government, where obtaining real-time information as rapidly as possible is critical.

Tim Martin was just starting up his managed services business and needed additional resources in order to take on clients while maintaining a small staff. The challenge was to find a remote monitoring and management (RMM) tool that could help Neoscope Technology Solutions scale efficiently without requiring extensive custom configurations or additional costs. The existing RMM tool was more suited for technical users and lacked the streamlined, all-inclusive features that Continuum offered. Neoscope needed a solution that could provide immediate results, support scalability, and offer a high level of cohesiveness and support from the vendor.

LEAP Managed IT faced the challenge of generating professional IT assessments for clients that clearly pinpoint areas of required improvements. The goal was to increase the likelihood of closing on proposals that address the identified needs. The company needed a comprehensive tool to assess IT environments, identify vulnerabilities, and propose effective solutions. This would not only enhance their service delivery but also help in building trust with clients and prospects.

Balancing cost to serve clients with an RMM solution that offers an expansive toolset which allows the company to efficiently deliver and manage services. With a staff of nine, the company also needed after-hours technical support to better address the needs of its growing account base.

Before partnering with Continuum in 2016, Evolve IT spent some years searching for the right partner to help them successfully build out their managed IT services business, trying many remote monitoring and management (RMM) solutions along the way. From a technical perspective, the company was able to manage its customers well, but soon found that routine IT maintenance was taking precious time and resources away from their customer relationships. In their search for a more efficient RMM solution, Evolve IT found Continuum and learned how Continuum RMM and its integrated Network Operations Centre (NOC) could provide the behind-the-scenes support they needed to refocus their team’s attention on their valued customers.

Small business owners and managers often find themselves struggling with IT tasks due to a lack of expertise. NSI aims to assist these 'slash' IT persons, particularly in healthcare and public sectors like K-12 education, by providing comprehensive IT solutions. The challenge is to offer these services efficiently and cost-effectively, allowing clients to focus on their core business activities.

Server Sentry faced a significant challenge in differentiating itself in the maturing Australian MSP market. With only two or three engineers on staff, the company struggled to provide adequate 24x7 services to its customers. The high cost of hiring additional engineers in Australia further complicated the situation. Server Sentry needed a solution that could offer round-the-clock support, specialized expertise, and full problem resolution without requiring a substantial increase in in-house technical staff.

IntelliSyn Communications, a managed services provider (MSP) based in Ottawa, Canada, faced a significant challenge in providing help desk support to customers within the province of Quebec. The primary difficulty stemmed from the French-speaking population and unique contract laws in Quebec. IntelliSyn needed an outsourced help desk solution that could effectively serve this market while maintaining high standards of customer service. The company decided to test Continuum’s Virtual Help Desk to see if it could meet these requirements. The challenge was further compounded by the fact that IntelliSyn chose a particularly difficult client in Quebec to test the waters, a client already unhappy with several aspects of their service.

The Critical Update, an IT managed services provider (MSP) based in Austin, TX, faced the challenge of delivering high-quality IT services to small and midsize businesses while keeping costs under control. The company aimed to provide a higher level of service to clients who were frustrated by bad and expensive technical assistance. With a small team of just four full-time employees, The Critical Update needed to find a way to meet the growing demands of their clients without straining their existing resources. The company also wanted to maintain a personal touch in their services, which was a key aspect of their mission since their inception in 2003.

Lee Wagner, president of Computer Consultants, Inc. (CCI), had been searching for a prepackaged product complete with in-depth data reporting that he could deploy on all his customers’ sites. He implemented a string of solutions, including ones from N-able, Kaseya, LabTech, and Zenith Infotech – only to discover none of them met his expectations of time savings and efficiency. About a year after Continuum separated from Zenith Infotech, CCI was in the process of running LabTech’s RMM tool – and Lee was becoming increasingly frustrated with the tool’s constant updates. “It was just more and more time on our end and it really wasn’t cutting down our workload,” he said. Fortunately, Lee had the occasion of running into Continuum representatives at the IT Nation conference. But by that point, he was cautious of migrating to yet another RMM (remote monitoring and management) tool promising quick setup and ease of use. After much consultation, Lee decided to give Continuum’s tool a chance. The decision has since proven to have significant positive impact on CCI’s business processes and profitability.

Greystone Technology Group faced the challenge of offering the most efficient monitoring services possible to their clients, who are primarily in heavily-regulated industries such as financial services, healthcare, and local governments. These sectors require mission-critical IT systems where failures can have immediate and severe repercussions. Additionally, these industries must adhere to strict laws and regulations mandating specific security levels and data administration protocols. Greystone needed a solution that could proactively monitor and address potential IT issues before they became significant problems, ensuring compliance and minimizing downtime.

Early in its transition to a services model, Tyneso faced significant challenges with day-to-day firefighting, which made it difficult to focus on higher-level customer needs. The company often woke up to discover that a server had gone down overnight, causing customers to lose productivity. With a small in-house team, Tyneso needed a solution that could provide 24x7 service and alleviate the constant firefighting. They were looking for an outsourcing partner that could offer round-the-clock coverage through a Network Operations Center (NOC).

Onebyte, a U.K.-based managed service provider, faced significant operational challenges as it grew from a one-person break-fix business to a full-fledged hosted desktop provider with a staff of 10. Despite adopting a managed services model, the company found itself overwhelmed by daily customer issues, leading to frustration and disillusionment among the team. Hiring additional operations staff did not alleviate the problem, as repetitive issues and signal noise prevented the team from addressing root causes effectively. The company needed a solution to streamline operations, reduce repetitive issues, and enable the team to focus on higher-level tasks.

Sophicity, an IT provider based in Georgia, faced the challenge of providing robust and reliable business continuity services to a unique client base consisting of local governments, cities, and counties. These clients often include critical public safety organizations such as police, fire, and emergency services, where uptime is crucial. The stakes are high, as any downtime could potentially lead to life or death situations. Sophicity needed a solution that could ensure data is securely backed up, protected, and accessible when needed, and that could support quick recovery in the event of a disaster or unplanned downtime.

Pulse Business Solutions (PBS) faced the challenge of building a culture dedicated to providing excellent, 24/7 service while enhancing client business processes and delivering a stable, predictable, and strategic return on customers’ IT investments. As a service business without proprietary technology or patents, PBS needed to 'wow' their members (customers) to earn their long-term business. They aimed to improve business processes, enhance efficiencies, and effectiveness for their members. The challenge was compounded by the need to manage and resolve demanding technical issues for their clients, which required a robust and responsive support system.

When Network Coverage transitioned to managed services in 2011, they faced significant challenges with their Remote Monitoring and Management (RMM) solution. The company struggled with constant reactive firefighting due to unresponsive vendors and unreliable solutions that failed to provide advance warnings or alerts for server or hard drive failures. This situation made it difficult to control labor costs and maintain reasonable profit margins under their fixed-rate pricing model. The lack of proactive problem resolution and the need for a more reliable RMM solution were critical issues that needed addressing to ensure customer satisfaction and business growth.

Arvig, a Minnesota-based telecommunications provider, sought to expand its managed IT services portfolio to include business continuity and disaster recovery (BDR) support for its clients. The company recognized the growing demand for robust IT solutions that could ensure data protection and operational continuity for businesses. However, Arvig faced challenges in finding a comprehensive and easy-to-manage platform that could meet these needs while also allowing them to maintain strong customer relationships and support a growing client base.

Atlantic Data Team faced the challenge of transitioning from a break-fix operation to a managed services provider (MSP) with a very small staff. The company needed to handle a growing number of clients efficiently while ensuring high-quality IT support. Initially, there were concerns about the amount of time that could be dedicated to each client under managed services agreements. The company also needed to find a way to offer comprehensive IT services, including remote monitoring and management, without overwhelming their limited resources.

As Karpel continued to grow and develop their managed services offerings, the company wanted to ensure it was utilizing the best available backup and disaster recovery platform in order to deliver the greatest possible service to its clients.

Vertical Solutions faced the challenge of offering the best business continuity services to their customers. They needed a solution that could provide reliable remote management and monitoring, as well as effective backup and disaster recovery. The existing solutions were either not integrated or not comprehensive enough, leading to potential data loss and operational downtime for their clients. This was particularly critical for clients in sectors like healthcare, where data integrity and availability are paramount. Vertical Solutions needed a robust, integrated solution to address these issues and ensure business continuity for their clients.

Rouse Consulting Group (RCG) faced a significant challenge when tasked with executing a complete IT refresh for McLaughlin Body Co., a 250-user, 24/7 manufacturing operation. The project was complicated by the fact that RCG's 10-person team had only a 15-hour window each Sunday to implement the changes. Given the scope and complexity of the project, RCG needed additional resources and expertise to ensure a smooth and successful execution. The stakes were high, as any server failure during the migration could halt production and severely impact McLaughlin's operations.

John Chapman, the owner and chief consultant of CMIT Solutions, found himself spending excessive time on end-user support issues, which detracted from his ability to focus on strategic technology initiatives for his customers. He needed a solution that would allow him to outsource help desk support while ensuring seamless integration with his team and maintaining high levels of customer service. Chapman wanted a partner that could provide professional-level support, represent the CMIT team, and offer easy tracking of open tickets. Additionally, he required real-time status updates on customer issues to know when his intervention was necessary.

SAGE Computer Associates faced a significant challenge in managing the increasing volume of tickets from their diverse SMB clients. The inability to prioritize tickets by severity level led to inefficiencies and headaches for the MSP’s dispatcher and techs. The existing systems showed no signs of improvement, and the growing company needed a solution to streamline ticket management and improve response times.

DWP Information Architects faced the challenge of providing high-quality technical support and maintaining a sufficient level of customer communication to leave clients well satisfied. The company needed to ensure that their IT systems were secure and fully operational, especially for their professional services clients who are under heavy pressure to comply with rules and regulations governing storage and dissemination of customer data.

LeadingEdge was looking for an intelligent RMM platform that included backend support as well as frontline, end user troubleshooting – all for one fixed monthly cost.

After several years of success with Continuum Vault, owner Robert Smith and the team at eProsper had concerns about transitioning to Continuum’s new BDR platform. Smith had a list of about a dozen questions regarding the transition, and Continuum’s support teams worked through each one individually. The primary concerns revolved around the new technology's reliability, the transition process, and the potential impact on their existing clients. Given the critical nature of BDR services in their portfolio, ensuring a smooth transition was paramount to avoid any disruptions in service and maintain client trust.

Ekaru faced the challenge of providing comprehensive, 24x7 IT support and services to a growing customer base. The episodic nature of IT demands made it difficult to maintain a properly-sized staff without inflating labor costs. Ekaru needed a solution that could handle peak loads of customer requests efficiently and ensure that all clients received timely support. Additionally, Ekaru required a partner that could offer continuous monitoring and troubleshooting to minimize downtime and maintain network and device health.

SWK Technologies faced the challenge of offering customers in-depth insight into their systems while providing comprehensive monitoring. The company needed a solution that could proactively manage and respond to customer demands, ensuring network uptime and reducing false positive alerts. Additionally, SWK required a system that could handle complex data migrations and provide high-level support during critical operations. The existing solutions made them feel like just another number, lacking the executive-level awareness and attentiveness they desired.