Case Studies > Ratcliff IT Success Story

Ratcliff IT Success Story

Company Size

11-200

Region

Europe

Country

United Kingdom

Product

Continuum Command
Continuum Fortify
Continuum Security Operations Center (SOC)

Tech Stack

Network Operations Center (NOC)
Hybrid Cloud

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Digital Expertise
Productivity Improvements
Revenue Growth

Technology Category

Cybersecurity & Privacy - Security Compliance
Platform as a Service (PaaS) - Connectivity Platforms
Platform as a Service (PaaS) - Data Management Platforms

Applicable Industries

Professional Service
Software

Applicable Functions

Business Operation
Quality Assurance

Use Cases

Cybersecurity
Remote Asset Management

Services

Cloud Planning, Design & Implementation Services
Cybersecurity Services
System Integration

About The Customer

Ratcliff IT is a U.K.-based managed service provider (MSP) that aims to deliver high-quality IT services to its clients. The company focuses on building strong relationships with its customers by providing reliable and efficient IT support. Ratcliff IT is committed to using best-in-class tools and services to ensure excellence in their offerings. The company has a strong emphasis on security services and aims to differentiate itself from other MSPs by building a robust security practice. Ratcliff IT is also focused on helping small businesses leverage cloud technologies through a hybrid cloud strategy. The company values predictability in costs and margins, which allows them to manage their business more effectively and pursue new opportunities.

The Challenge

Ratcliff IT faced the challenge of moving beyond commodity support to offer differentiated expertise and services. The company struggled to build deeper relationships with clients while their top technical minds were occupied with routine tasks like programming RMM tools and reading logs. This situation hindered their ability to add value as a trusted partner. Ratcliff IT needed a solution that would allow them to focus on more strategic activities and build a sustainable, scalable business. They evaluated various management options and found that Continuum Command offered the best service on the market. The goal was to free up their staff from background support tasks so they could concentrate on adding value to their clients.

The Solution

Ratcliff IT implemented Continuum Command to handle background support tasks through a Network Operations Center (NOC). This allowed their staff to focus on adding value as trusted partners rather than being bogged down by routine tasks. In addition to Continuum Command, Ratcliff IT developed a strong security practice backed by Continuum Fortify and the Continuum Security Operations Center (SOC). The integrated portal for both NOC and SOC simplified operations, enabling the team to learn one system and apply it across different tools. This approach ensured that Ratcliff IT could deliver consistent excellence in their services, meeting client expectations and building trust. The fixed costs and pay-as-you-grow model of Continuum allowed Ratcliff IT to predict and manage gross margins for each client, providing a firm foundation for business expansion.

Operational Impact

Ratcliff IT was able to deliver better service and higher value without increasing headcount, thanks to the support from Continuum Command and Fortify.
The company built a strong brand in security services, allowing them to pursue new opportunities and differentiate themselves from competitive MSPs.
The integrated NOC and SOC portal simplified operations, enabling the team to focus on strategic activities rather than routine tasks.
The predictability in costs and margins provided by Continuum's fixed costs and pay-as-you-grow model allowed Ratcliff IT to manage their business more effectively.
Ratcliff IT's relationship with Continuum helped them reinforce their brand and stay ahead of the curve on new customer needs, enabling business expansion.

Quantitative Benefit

Continuum’s pay-as-you-grow pricing model helped Ratcliff IT manage its margins for optimal profitability.
The fixed costs associated with Continuum services allowed Ratcliff IT to predict and manage the gross margin for each client.