Case Studies > Continuum's Virtual Help Desk and RMM Enable MSP to Expand Geographic Footprint

Continuum's Virtual Help Desk and RMM Enable MSP to Expand Geographic Footprint

Customer Company Size

SME

Region

America

Country

Canada

Product

Continuum Virtual Help Desk
Continuum RMM Software
Continuum NOC

Tech Stack

Remote Monitoring and Management (RMM)
Network Operations Center (NOC)

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Revenue Growth

Technology Category

Functional Applications - Remote Monitoring & Control Systems
Functional Applications - Enterprise Asset Management Systems (EAM)

Applicable Industries

Professional Service
Telecommunications

Applicable Functions

Field Services
Business Operation

Use Cases

Remote Asset Management
Remote Control

Services

System Integration
Software Design & Engineering Services

About The Customer

IntelliSyn Communications, Inc. is an IT managed service provider (MSP) based in Ottawa, Ontario, Canada. The company specializes in providing a comprehensive suite of managed IT services, including security, server hosting, and desktop support, to small and mid-sized enterprises. IntelliSyn aims to simplify the management of advanced, enterprise-level IT, IT networks, and IT network security through a complete portfolio of managed IT infrastructure services. These services are customized to meet the needs of small, medium, and large organizations. IntelliSyn's approach to IT infrastructure development, deployment, and management is flexible and customized, creating synergy between an organization’s IT and business processes. The company offers services like IntelliSupport for end-to-end IT infrastructure management and IntelliSecure for tailored, scalable, turnkey managed IT infrastructure and application servers.

The Challenge

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 Solution

To address the challenge of providing help desk support in the French-speaking Quebec market, IntelliSyn Communications decided to leverage Continuum’s Virtual Help Desk, RMM software, and NOC services. Continuum’s Virtual Help Desk provided a live, U.S.-based help desk with French-speaking technicians, which was crucial for serving the Quebec market. David Gross, a Continuum service desk technician who speaks French, played a pivotal role in resolving issues for IntelliSyn’s difficult Quebec client. Within a few days, the client’s perception of IntelliSyn’s program improved significantly, thanks to the effective collaboration between David and IntelliSyn’s internal team. Continuum’s other managed services offerings, such as RMM software and NOC, are central to IntelliSyn’s day-to-day IT support for their diverse array of clients. These services enable IntelliSyn to monitor and manage client environments effectively, ensuring high standards of service delivery. The affordability and cost savings provided by Continuum’s managed services offerings also allow IntelliSyn to pass on savings to their clients, keeping them competitive in the market.

Operational Impact

IntelliSyn was able to provide effective help desk support to their Quebec clients, thanks to Continuum’s French-speaking service desk technician.
The collaboration between Continuum’s Virtual Help Desk and IntelliSyn’s internal team led to a significant improvement in client satisfaction.
Continuum’s managed services offerings, including RMM software and NOC, are central to IntelliSyn’s day-to-day IT support, enabling them to monitor and manage client environments effectively.
The affordability and cost savings provided by Continuum’s managed services offerings allow IntelliSyn to pass on savings to their clients, keeping them competitive in the market.
IntelliSyn sees an excellent opportunity for business growth by being able to serve the largely untapped French-speaking market in Quebec.

Quantitative Benefit

IntelliSyn serves a diverse array of clients, including an ambulance service with 1,400 users.
The company has expanded its geographic footprint to include the Quebec region, tapping into a new market for managed services.