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Continuum Help Desk Delivers Win/Win for CMIT Solutions
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Field Services
Use Cases
- Remote Asset Management
- Remote Collaboration
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
The Challenge
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.
About The Customer
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.
The Solution
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.
Operational Impact
Quantitative Benefit
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