New Continuum Partnership Proves to Be Upgrade for DWP Information Architects
Company Size
11-200
Region
- America
Country
- United States
Product
- Continuum Remote Monitoring & Management (RMM) software
- IntelliMonitoring
- Continuum NOC Service
- Virtual Help Desk
Tech Stack
- Remote Monitoring & Management (RMM) software
- Network Operations Center (NOC)
- Virtual Help Desk
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Healthcare & Hospitals
- Professional Service
Applicable Functions
- Business Operation
- Facility Management
Use Cases
- Predictive Maintenance
- Remote Asset Management
Services
- Cloud Planning, Design & Implementation Services
- Cybersecurity Services
- System Integration
About The Customer
DWP Information Architects, based in California’s San Fernando Valley, has been providing IT solutions and managed support services to small businesses since 2002. The company, led by President Denis Wilson, employs four full-time staff and a dozen highly skilled contract techs. DWP’s client base primarily consists of professional services, including healthcare and accounting firms, which rely on DWP to keep their IT systems secure and operational. The company is known for its excellent communication with customers, ensuring they are well-informed about the work done on their behalf.
The Challenge
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.
The Solution
DWP Information Architects partnered with Continuum, which acquired the managed services business from Zenith Infotech in 2011. The partnership brought significant improvements, particularly in the Network Operations Center (NOC) and the Virtual Help Desk. The NOC leverages a proprietary remote monitoring and management (RMM) software agent to address IT irregularities before they become major problems. Continuum’s team engaged with DWP to correct RMM settings, enhancing the system's effectiveness. The Virtual Help Desk, staffed by a responsive team, also saw improvements in service quality, acting more like an in-house team rather than an outsourced adjunct.
Operational Impact
Quantitative Benefit
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