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实例探究 > Continuum Lets Managed IT Services Provider Deliver the “Personal Touch”

Continuum Lets Managed IT Services Provider Deliver the “Personal Touch”

技术
  • 平台即服务 (PaaS) - 连接平台
  • 平台即服务 (PaaS) - 设备管理平台
适用行业
  • 教育
  • 医疗保健和医院
适用功能
  • 商业运营
  • 设施管理
用例
  • 预测性维护
  • 远程资产管理
服务
  • 云规划/设计/实施服务
  • 软件设计与工程服务
  • 系统集成
挑战
The Critical Update, an IT managed services provider (MSP) based in Austin, TX, faced the challenge of delivering high-quality IT services to small and midsize businesses while keeping costs under control. The company aimed to provide a higher level of service to clients who were frustrated by bad and expensive technical assistance. With a small team of just four full-time employees, The Critical Update needed to find a way to meet the growing demands of their clients without straining their existing resources. The company also wanted to maintain a personal touch in their services, which was a key aspect of their mission since their inception in 2003.
关于客户
The Critical Update, Inc. is an IT managed services provider (MSP) located in Austin, TX. Founded in 2003 by Luis Delgado, the company started when friends began approaching Luis with their IT problems, leading to referrals and the eventual establishment of the business. The Critical Update offers a range of services including selling hardware, peripherals, and licensing, as well as providing IT consulting, project management, ongoing network administration, and end-user support. The company has a small team of four full-time employees and partners with other trusted IT solution providers to handle larger projects. Their customer base includes schools, healthcare providers, nonprofit organizations, and home offices, with 99% of their business coming from referrals. The company focuses on working with small business owners who want to use technology to improve productivity and growth.
解决方案
To address their challenges, The Critical Update leveraged Continuum's managed services offerings. Continuum's Help Desk and Network Operations Center (NOC) played crucial roles in enabling The Critical Update to provide high-quality, proactive support to their clients. The NOC handled routine maintenance and monitoring functions, allowing The Critical Update to add more server clients without worrying about hiring additional IT staff. The Help Desk, based in Pittsburgh, PA, provided valuable support by guiding customers through technical issues such as installing Microsoft applications and resolving wireless connection problems. Continuum's services allowed The Critical Update to maintain a balance between work and family responsibilities, ensuring that they did not become overwhelmed by the demands of their business. Additionally, Continuum's investment in client support and constant communication from account representatives helped The Critical Update stay informed about changes and opportunities that could benefit their company.
运营影响
  • The Critical Update was able to deliver preventative support that translated to higher productivity for their clients.
  • The company could add more server clients without worrying about hiring additional IT staff.
  • Continuum's Help Desk and NOC allowed The Critical Update to provide a high level of customer care at an affordable price.
数量效益
  • Clients experienced a 1000% increase in productivity.
  • The Critical Update doubled their customer base without adding staff.

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