Continuum Help Desk Helps Clocktower Technology Attract Larger Accounts
Customer Company Size
SME
Region
- America
Country
- United States
Product
- Continuum Help Desk
Tech Stack
- 24/7 Technical Support
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Revenue Growth
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Field Services
Use Cases
- Remote Asset Management
Services
- System Integration
- Cloud Planning, Design & Implementation Services
About The Customer
Clocktower Technology Services is a managed services provider (MSP) based in Franklin, Massachusetts. The company is run by Bob Sullo and his son Bryan. They specialize in providing IT support and managed services to their clients. Clocktower Technology Services aims to offer high-quality technical support to their customers while managing costs and resources effectively. The company has experienced growth and faced challenges in scaling their support services to meet the demands of larger accounts. By leveraging external help desk services, they aim to enhance their service offerings and attract more lucrative business opportunities.
The Challenge
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.
The Solution
Clocktower Technology Services partnered with Continuum Help Desk to provide 24/7 technical support to their clients. This partnership allowed them to address customer requirements more effectively and generate new business, particularly with larger accounts. Continuum Help Desk resolves about 75 percent of client issues without involving Clocktower's technicians, freeing them to focus on more strategic and profitable work. The help desk service acts as a 'force multiplier,' significantly increasing Clocktower's staff capacity without the expenses and hassles of hiring new employees. The Continuum team is highly professional and expert in various technology areas, ensuring quick resolution of tickets and maintaining Clocktower's reputation. The cooperative attitude and willingness to meet new challenges from Continuum personnel have been highly appreciated by Clocktower.
Operational Impact
Quantitative Benefit
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