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Onebyte Evolves to MSP 2.0 with Continuum
Technology Category
- Cybersecurity & Privacy - Security Compliance
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Professional Service
Applicable Functions
- Business Operation
- Quality Assurance
Use Cases
- Predictive Maintenance
- Regulatory Compliance Monitoring
- Remote Asset Management
Services
- Cloud Planning, Design & Implementation Services
- System Integration
The Challenge
Onebyte, a U.K.-based managed service provider, faced significant operational challenges as it grew from a one-person break-fix business to a full-fledged hosted desktop provider with a staff of 10. Despite adopting a managed services model, the company found itself overwhelmed by daily customer issues, leading to frustration and disillusionment among the team. Hiring additional operations staff did not alleviate the problem, as repetitive issues and signal noise prevented the team from addressing root causes effectively. The company needed a solution to streamline operations, reduce repetitive issues, and enable the team to focus on higher-level tasks.
About The Customer
Onebyte is a managed service provider (MSP) based in the United Kingdom. Initially starting as a one-person break-fix business, the company has grown into a full-fledged hosted desktop provider with a staff of 10. Onebyte aims to deliver greater value to its customers by playing a more strategic role in their business operations. The company focuses on advancing IT maturity for its clients, helping them improve their business processes and achieve better outcomes through technology. Onebyte's customer base primarily consists of small and medium-sized businesses (SMBs) that benefit from the company's proactive approach to IT management and support.
The Solution
To address its operational challenges, Onebyte implemented Continuum Command, which leverages the Continuum Network Operations Center (NOC) to manage server issues and reduce ticket volumes. This initial step had an immediate positive impact, solving long-standing server problems and freeing the team from daily firefighting. Encouraged by these results, Onebyte outsourced its help desk to Continuum, allowing the team to focus on higher-level tasks and strategic initiatives. Additionally, Onebyte adopted Continuum Recover for comprehensive backup and disaster recovery, ensuring seamless integration with the Continuum NOC. The company is also incorporating Continuum Fortify services into its offerings to enhance security and compliance for its customers. This suite of Continuum solutions has enabled Onebyte to transition to a more proactive customer engagement model, which CEO Warren Pountain refers to as MSP 2.0. This model allows Onebyte to play a strategic role for its SMB customers, helping them leverage technology to improve ROI, profitability, and reduce risk.
Operational Impact
Quantitative Benefit
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