Continuum Empowers Server Sentry to Offer Australia’s Only Live 24x7 IT Help Desk
公司规模
11-200
地区
- Pacific
国家
- Australia
产品
- Continuum RMM
- Continuum NOC
- Continuum Help Desk
技术栈
- Remote Monitoring and Management (RMM)
- Network Operations Center (NOC)
- Help Desk Services
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
- 平台即服务 (PaaS) - 连接平台
- 平台即服务 (PaaS) - 设备管理平台
适用行业
- Professional Service
- Software
适用功能
- 商业运营
- 现场服务
用例
- 远程资产管理
- 远程控制
服务
- 软件设计与工程服务
- 系统集成
- 培训
关于客户
Server Sentry is a specialized IT support service provider based in Melbourne, Australia. For over a decade, the company has been offering a range of services including data protection, web hosting, network monitoring and management, and technical support to business owners and IT managers across Australia. As the company has grown, it has increasingly relied on its partnership with Continuum to provide comprehensive IT support. Server Sentry is distinguished as Australia's only managed services provider offering a live 24x7 IT help desk service, thanks to its collaboration with Continuum.
挑战
Server Sentry faced a significant challenge in differentiating itself in the maturing Australian MSP market. With only two or three engineers on staff, the company struggled to provide adequate 24x7 services to its customers. The high cost of hiring additional engineers in Australia further complicated the situation. Server Sentry needed a solution that could offer round-the-clock support, specialized expertise, and full problem resolution without requiring a substantial increase in in-house technical staff.
解决方案
Server Sentry partnered with Continuum to leverage its fully-integrated Remote Monitoring and Management (RMM) platform, Network Operations Center (NOC), and U.S.-based Help Desk. Continuum's RMM platform is an intelligent alerting system supported by over 650 technicians at the NOC, who monitor network and device health and resolve up to 90% of routine tickets. This allows Server Sentry's in-house staff to focus on client relationships and business growth. Additionally, Continuum's Help Desk provides direct end-user support for desktop-related issues, operating as a white-labeled service that answers calls as Server Sentry. This setup has enabled Server Sentry to offer 24x7 support without the need for additional in-house staff.
运营影响
数量效益
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