Continuum-ConnectWise Integration Reduces Tech Support Ticket Response Time for Improved Customer Service; Continuum at IT Nation – November 12-14, 2014 – Orlando, Florida
Continuum, the industry's only channel-exclusive provider of fully integrated managed IT services solutions, is touting how its product integration with ConnectWise and its Remote Monitoring and Management (RMM) platform allows its Managed Services Provider (MSP) partners to significantly decrease IT support response times to their small and medium sized business clients. Specifically, the Continuum-ConnectWise Integration is effectively automating and managing a ticketing system that priorities and differentiates alerts by severity level for SAGE Computer Associates. Continuum is at IT Nation, hosted by ConnectWise, on Wednesday, November 12 – Friday, November 14, 2014 in Orlando, Florida, booth #128.
“As a rapidly growing company, it was becoming a daunting process for our dispatcher and techs to keep up with the daily flow of tickets constantly coming through our system,” said Dan Shyne, Manager of Technical Services for SAGE Computer Associates, providing professional IT support in the Tech Valley New York region for more than 30 years. “The volume of tickets, coupled with an inability to prioritize the tickets by severity level, made for lots of headaches. Now, we leverage the Continuum-ConnectWise Integration every day, all day. It allows for a smooth, fast process, receiving, tracking and pushing tickets through Continuum’s NOC quickly, delivering great customer service to our clients.”
Service tickets, generated manually or automatically, are fully integrated with ConnectWise service boards, helping to leverage the Continuum Network Operations Center’s (NOC) expertise to expedite resolution. As new devices are discovered by Continuum, information is automatically updated in ConnectWise, ensuring more accurate agreements and billing. Key metrics on managed services are also provided, such as server uptime, patches installed, spyware and more. Continuum’s intelligent RMM platform is backed by its world-class NOC that provides unmatched technical support and expertise, 24x7x365, absorbing up to 90 percent of routine tickets.
“Our partnership with ConnectWise allows our partners to achieve success, seamlessly integrating and simplifying workflow, including synchronizing managed asset information and ticket resolution,” said Dee Zepf, Vice President of Products and Technical Services at Continuum. “The integration between ConnectWise and Continuum provides more efficient, faster IT support for partners for increased customer satisfaction for their clients.”
To view the success story on SAGE Computer Associates’ use of the Continuum-ConnectWise Integration, visit: http://www.continuum.net/resources/msp-resource-center/success-story/sage-computer-associates-dan-shyne-0.
Made for companies that sell, service, and support technology, ConnectWise is the #1 business management platform worldwide. Today, more than 90,000 users rely on ConnectWise to achieve greater accountability, operational efficiency, and profitability. Leveraging the cloud, the platform fully integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics that dramatically streamline a company's operations. ConnectWise also gives its users access to a powerful network of ideas, experts, and solutions. A veteran in the technology services industry, ConnectWise has been the premier business management platform for technology companies for more than 15 years. For more information, visit www.ConnectWise.com.
About Continuum Managed IT Services
Continuum is the technology industry's only channel-exclusive provider of fully integrated managed IT services, allowing its Managed Services Provider (MSP) partners to maintain both on premise and cloud-based servers, desktops and other endpoints for small-and-medium-sized businesses. Continuum’s SaaS and IaaS-based management platforms enable MSPs to efficiently backup, monitor, troubleshoot and maintain clients’ IT infrastructurefrom a single pane of glass, all backed by an industry–leading network operations center (NOC) and Service Desk. MSPs leverage Continuum’s pay-as-you-grow business model to scale IT services without committing to long-term contracts and to reserve in-house staff for strategic initiatives. The company employs 900 professionals worldwide, supports over 3,500 partners and monitors over half a million endpoints. For more information, visit http://www.continuum.net/or.