Continuum Helps SWK Better Plan, Manage and Respond to Customer Demands
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Continuum NOC
- IntelliMon
- Virtual Help Desk
Tech Stack
- Remote Monitoring and Management (RMM)
- Network Operations Center (NOC)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Cost Savings
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Facility Management
Use Cases
- Remote Asset Management
- Predictive Maintenance
Services
- System Integration
- Software Design & Engineering Services
- Cloud Planning, Design & Implementation Services
About The Customer
SWK Technologies Inc. is an IT consulting company that provides strategies and solutions to meet its clients' information and business management needs. The company offers best-of-breed solutions for accounting and business management, financial reporting, CRM, job-costing systems, and warehouse management. Specializing in collaborative commerce, SWK developed MAPADOC Integrated EDI, a solution that works seamlessly with the business management solutions it sells and supports. SWK also provides managed network services and has offices in Livingston, N.J.; Long Island, Syracuse, and Buffalo, N.Y.; Greenwich, Conn.; and Chicago. The company prides itself on its ability to offer comprehensive IT solutions and managed services to a diverse range of clients.
The Challenge
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.
The Solution
SWK Technologies partnered with Continuum to leverage their remote monitoring and management (RMM) software and network operations center (NOC). Continuum's NOC provides 24/7 monitoring, alert escalation, backup reviews, patch installations, and service pack implementations to keep business networks operational. The IntelliMon alerting service within the RMM solution monitors over 36,000 event IDs, automatically resolving most issues or raising alerts for critical conditions. This significantly reduces false positive reports, allowing SWK to focus on revenue-generating activities. Additionally, Continuum's Virtual Help Desk solution offers private labeled help desk support for end-user customers, freeing internal resources to focus on core business and development projects. This partnership has enabled SWK to provide proactive and forward-thinking services, enhancing their ability to manage customer demands effectively.
Operational Impact
Quantitative Benefit
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