Continuum Help Desk Delivers Win/Win for CMIT Solutions
公司规模
11-200
地区
- America
国家
- United States
产品
- Continuum Help Desk
- Continuum Remote Management and Monitoring (RMM) agent
- Continuum NOC
技术栈
- Remote Desktop Agent
- Remote Management and Monitoring (RMM)
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 功能应用 - 企业资源规划系统 (ERP)
- 功能应用 - 远程监控系统
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
- 远程协作
- 远程控制
服务
- 软件设计与工程服务
- 系统集成
关于客户
CMIT Solutions of Hunterdon-Somerset NJ is an IT services company focused on providing strategic technology initiatives for small businesses. The company is led by John Chapman, who serves as the owner and chief consultant. CMIT Solutions aims to deliver high-quality IT services, including designing and deploying technology solutions that help small businesses operate more efficiently. The company places a strong emphasis on customer service and seeks to provide seamless support to its clients. By outsourcing help desk support, CMIT Solutions aims to enhance its service offerings and focus on strategic initiatives that drive business growth for its customers.
挑战
John Chapman, the owner and chief consultant of CMIT Solutions, found himself spending excessive time on end-user support issues, which detracted from his ability to focus on strategic technology initiatives for his customers. He needed a solution that would allow him to outsource help desk support while ensuring seamless integration with his team and maintaining high levels of customer service. Chapman wanted a partner that could provide professional-level support, represent the CMIT team, and offer easy tracking of open tickets. Additionally, he required real-time status updates on customer issues to know when his intervention was necessary.
解决方案
Chapman evaluated multiple help desk tools and ultimately chose the Continuum Help Desk for its unique combination of features. The Continuum Help Desk is staffed by US-based resources who answer calls as though they work directly for CMIT Solutions. This ensures a seamless transition when support incidents escalate to the point where Chapman's intervention is necessary. Continuum also leverages its own remote desktop agent for diagnosing and fixing issues, allowing support personnel to access end-user PCs quickly without extensive intervention. Additionally, Continuum provides a Network Operations Center (NOC) for managing servers and network devices, preventing or resolving almost every issue. To implement the solution, Chapman collects application, configuration, directory, application key, and credential information for each end user and uploads the data into the Continuum portal. Continuum then uploads its Remote Management and Monitoring (RMM) agent onto the end-user PCs, enabling efficient and effective support.
运营影响
数量效益
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