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Switch to Continuum RMM Delivers User Experience Other Providers Only Promised
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Professional Service
Applicable Functions
- Business Operation
- Field Services
Use Cases
- Remote Asset Management
- Remote Control
- Predictive Maintenance
Services
- System Integration
- Software Design & Engineering Services
The Challenge
Lee Wagner, president of Computer Consultants, Inc. (CCI), had been searching for a prepackaged product complete with in-depth data reporting that he could deploy on all his customers’ sites. He implemented a string of solutions, including ones from N-able, Kaseya, LabTech, and Zenith Infotech – only to discover none of them met his expectations of time savings and efficiency. About a year after Continuum separated from Zenith Infotech, CCI was in the process of running LabTech’s RMM tool – and Lee was becoming increasingly frustrated with the tool’s constant updates. “It was just more and more time on our end and it really wasn’t cutting down our workload,” he said. Fortunately, Lee had the occasion of running into Continuum representatives at the IT Nation conference. But by that point, he was cautious of migrating to yet another RMM (remote monitoring and management) tool promising quick setup and ease of use. After much consultation, Lee decided to give Continuum’s tool a chance. The decision has since proven to have significant positive impact on CCI’s business processes and profitability.
About The Customer
Computer Consultants, Inc. (CCI) is a professional services company based in St. Louis, Missouri, with over 30 years of experience in the industry. The company specializes in providing IT consulting and managed services to a diverse range of clients. CCI prides itself on establishing personal contact with customers and prospects by meeting with them face to face. The company has a strong focus on delivering exceptional customer support and ensuring that their clients' IT needs are met efficiently and effectively. With a relatively small team, CCI has been able to maintain a low headcount while still managing to grow its managed services business substantially.
The Solution
Lee Wagner decided to give Continuum’s RMM tool a chance after much consultation. The decision has since proven to have significant positive impact on CCI’s business processes and profitability. The migration to Continuum RMM was streamlined, with a fixed cost and comprehensive support. Lee was particularly impressed with the ticket submission process of the Continuum Network Operations Center (NOC). The communication with the NOC team was greatly enhanced compared to previous providers. By utilizing the NOC, CCI has been able to maintain a low headcount while still providing faster resolution of issues for their clients. The NOC team can perform tasks overnight, allowing CCI’s techs to focus on customer issues during the day. This has enabled CCI to handle more workload without increasing headcount and to take on new clients without worrying about additional specialization and labor costs.
Operational Impact
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