Continuum Helps SWK Better Plan, Manage and Respond to Customer Demands
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Continuum NOC
- IntelliMon
- Virtual Help Desk
技术栈
- Remote Monitoring and Management (RMM)
- Network Operations Center (NOC)
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
- Cost Savings
技术
- 平台即服务 (PaaS) - 连接平台
- 应用基础设施与中间件 - API 集成与管理
适用行业
- Professional Service
- Software
适用功能
- 商业运营
- 设施管理
用例
- 远程资产管理
- 预测性维护
服务
- 系统集成
- 软件设计与工程服务
- 云规划/设计/实施服务
关于客户
SWK Technologies Inc. is an IT consulting company that provides strategies and solutions to meet its clients' information and business management needs. The company offers best-of-breed solutions for accounting and business management, financial reporting, CRM, job-costing systems, and warehouse management. Specializing in collaborative commerce, SWK developed MAPADOC Integrated EDI, a solution that works seamlessly with the business management solutions it sells and supports. SWK also provides managed network services and has offices in Livingston, N.J.; Long Island, Syracuse, and Buffalo, N.Y.; Greenwich, Conn.; and Chicago. The company prides itself on its ability to offer comprehensive IT solutions and managed services to a diverse range of clients.
挑战
SWK Technologies faced the challenge of offering customers in-depth insight into their systems while providing comprehensive monitoring. The company needed a solution that could proactively manage and respond to customer demands, ensuring network uptime and reducing false positive alerts. Additionally, SWK required a system that could handle complex data migrations and provide high-level support during critical operations. The existing solutions made them feel like just another number, lacking the executive-level awareness and attentiveness they desired.
解决方案
SWK Technologies partnered with Continuum to leverage their remote monitoring and management (RMM) software and network operations center (NOC). Continuum's NOC provides 24/7 monitoring, alert escalation, backup reviews, patch installations, and service pack implementations to keep business networks operational. The IntelliMon alerting service within the RMM solution monitors over 36,000 event IDs, automatically resolving most issues or raising alerts for critical conditions. This significantly reduces false positive reports, allowing SWK to focus on revenue-generating activities. Additionally, Continuum's Virtual Help Desk solution offers private labeled help desk support for end-user customers, freeing internal resources to focus on core business and development projects. This partnership has enabled SWK to provide proactive and forward-thinking services, enhancing their ability to manage customer demands effectively.
运营影响
数量效益
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