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Ratcliff IT Success Story
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Cybersecurity & Privacy - Security Compliance
- Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Quality Assurance
Use Cases
- Cybersecurity
- Remote Asset Management
Services
- System Integration
- Cloud Planning, Design & Implementation Services
- Cybersecurity Services
The Challenge
Ratcliff IT faced the challenge of moving beyond commodity support to offer differentiated expertise and services. The company struggled to build deeper relationships with clients while their top technical minds were occupied with routine tasks like programming RMM tools and reading logs. This situation hindered their ability to add value as a trusted partner. Ratcliff IT needed a solution that would allow them to focus on more strategic activities and build a sustainable, scalable business. They evaluated various management options and found that Continuum Command offered the best service on the market. The goal was to free up their staff from background support tasks so they could concentrate on adding value to their clients.
About The Customer
Ratcliff IT is a U.K.-based managed service provider (MSP) that aims to deliver high-quality IT services to its clients. The company focuses on building strong relationships with its customers by providing reliable and efficient IT support. Ratcliff IT is committed to using best-in-class tools and services to ensure excellence in their offerings. The company has a strong emphasis on security services and aims to differentiate itself from other MSPs by building a robust security practice. Ratcliff IT is also focused on helping small businesses leverage cloud technologies through a hybrid cloud strategy. The company values predictability in costs and margins, which allows them to manage their business more effectively and pursue new opportunities.
The Solution
Ratcliff IT implemented Continuum Command to handle background support tasks through a Network Operations Center (NOC). This allowed their staff to focus on adding value as trusted partners rather than being bogged down by routine tasks. In addition to Continuum Command, Ratcliff IT developed a strong security practice backed by Continuum Fortify and the Continuum Security Operations Center (SOC). The integrated portal for both NOC and SOC simplified operations, enabling the team to learn one system and apply it across different tools. This approach ensured that Ratcliff IT could deliver consistent excellence in their services, meeting client expectations and building trust. The fixed costs and pay-as-you-grow model of Continuum allowed Ratcliff IT to predict and manage gross margins for each client, providing a firm foundation for business expansion.
Operational Impact
Quantitative Benefit
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