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Continuum’s Network Operations Center Shows What ‘Service-Oriented’ Should Mean
Technology Category
- Analytics & Modeling - Predictive Analytics
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Quality Assurance
Use Cases
- Predictive Maintenance
- Remote Asset Management
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
The Challenge
Pulse Business Solutions (PBS) faced the challenge of building a culture dedicated to providing excellent, 24/7 service while enhancing client business processes and delivering a stable, predictable, and strategic return on customers’ IT investments. As a service business without proprietary technology or patents, PBS needed to 'wow' their members (customers) to earn their long-term business. They aimed to improve business processes, enhance efficiencies, and effectiveness for their members. The challenge was compounded by the need to manage and resolve demanding technical issues for their clients, which required a robust and responsive support system.
About The Customer
Pulse Business Solutions (PBS) is a leading provider of managed services, IT services, and business solutions for small and medium-sized businesses in Southwest Florida. Headquartered in Naples, Florida, PBS is passionate about providing a guiding hand to safeguard and increase the efficiencies of IT systems for businesses and organizations with typically three to 200 employees. The company focuses on enabling its members to improve their business processes, enhance efficiencies, and effectiveness. As a service-oriented business, PBS does not have proprietary technology or patents, making their ability to provide excellent service crucial for earning long-term business from their members.
The Solution
To address their challenges, Pulse Business Solutions leveraged Continuum’s Network Operations Center (NOC) and remote management and monitoring services. Continuum’s NOC, staffed with over 650 technicians, was designed to monitor and resolve the most demanding technical issues. This support facility proved to be a tremendous asset for PBS, helping them manage and troubleshoot member networks effectively. The NOC personnel not only corrected problems but also educated the PBS team on various technical issues. For instance, when Microsoft updates caused issues with a third-party backup solution, Continuum dedicated a team to resolve the problem and provided detailed troubleshooting insights. Additionally, Continuum’s approach to remote monitoring and management included their IntelliMonitoring software, which freed PBS from day-to-day robotic duties, allowing them to focus on operational and strategic planning and business growth. This fully integrated solution was critical for PBS to operate as a true managed services provider.
Operational Impact
Quantitative Benefit
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