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Ekaru’s Partnership with Continuum Ensures No Client is Left Behind
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Platform as a Service (PaaS) - Connectivity Platforms
- Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Field Services
Use Cases
- Predictive Maintenance
- Remote Asset Management
- Remote Control
Services
- Cloud Planning, Design & Implementation Services
- Cybersecurity Services
- System Integration
The Challenge
Ekaru faced the challenge of providing comprehensive, 24x7 IT support and services to a growing customer base. The episodic nature of IT demands made it difficult to maintain a properly-sized staff without inflating labor costs. Ekaru needed a solution that could handle peak loads of customer requests efficiently and ensure that all clients received timely support. Additionally, Ekaru required a partner that could offer continuous monitoring and troubleshooting to minimize downtime and maintain network and device health.
About The Customer
Ekaru is a small IT services company based in Westford, Massachusetts. Founded by Ann Westerheim, Ekaru aims to make IT systems a strategic asset for businesses, allowing them to focus on their core operations. The company provides a broad range of technical knowledge and business technology perspectives to help clients plan their IT growth as their businesses expand. Ekaru's mission is to keep business systems running smoothly and to deliver a deep and broad skill set, enabling clients to stop worrying about technology and concentrate on their core business activities.
The Solution
Ekaru partnered with Continuum to leverage their fully-integrated Remote Monitoring and Management (RMM) and Network Operations Center (NOC) platform, along with a U.S.-based Help Desk. Continuum's Help Desk, staffed with over 125 technicians, provides level 1-2 support to more than 45,000 end users via phone, email, and web-based chat. This service is white-labeled, allowing Ekaru to offer a custom-branded experience to their customers. The NOC team at Continuum works behind the scenes to monitor client network and device health, minimize downtime, and troubleshoot server issues, often completing work overnight or after hours. This ensures that Ekaru's customers experience minimal disruption and can quickly return to normal operations.
Operational Impact
Quantitative Benefit
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