Case Study

Continuum's Virtual Help Desk And RMM Enable MSP To Expand Geographic Footprint

Source: Continuum
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IntelliSyn specializes in providing a suite of managed IT services (from security and server hosting to desktop support) to small and mid-sized enterprises, and the company is well acquainted with Continuum. IntelliSyn President Chris Stratton says, “We’re using Continuum’s entire managed services system to monitor our client’s environments. Our objective was to push our desktop support over to Continuum as well.”

The question though, was whether Continuum’s Virtual Help Desk personnel — in answering end-user calls — could equal the job being done by the network operations center (NOC) in monitoring and managing client systems. Chris had a particular client in mind, a Quebec–based company that he described as already being unhappy “about a pile of things.” Chris wryly notes, “We did pick what would be the most difficult client for the Continuum help desk.”

While he has been well satisfied with the job done by Continuum’s Virtual Help Desk, it is Continuum’s other managed services offerings that are central to IntelliSyn’s day-to-day IT support for their diverse array of clients — ranging from ambulance service with 1,400 users, to a world-class culinary arts institute.