Case Study

An MSP Uses RMM To Provide Real-Time Support To SMBs

Source: Continuum

Continuum Lets Managed Services Provider Deliver the “Personal Touch”

Noting how the company started is key to understanding the mission of The Critical Update — an IT managed services provider (MSP) located in Austin, TX. Luis Delgado, President and Senior Consultant, recalls that the company began in 2003 after friends started coming to him with their IT problems … and then started referring others. Not surprisingly, such a beginning adds a personal touch to how customers are viewed by The Critical Update.

“Our primary motivation is to provide a higher level of service after seeing clients frustrated by bad and expensive technical assistance,” Luis says. Continuum managed services offerings are helping The Critical Update achieve this objective.

Continuum’s Help Desk — operated out of Pittsburgh, PA — has also played an important role in allowing The Critical Update to provide a high level of customer care at an affordable price. “The Help Desk saved us several times,” Luis states. He recalls incidents where the Help Desk guided customers through installing Microsoft applications, or resolved wireless connection problems. "Working with Continuum has helped me keep the balance between work and family responsibilities. I don't want to become a slave to the business,” Luis says.

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