Case Study

MSP Adds New Customers While Improving And Expanding Service Delivery With RMM Platform

Source: AVG Business

Founded in 1998, Know Technology, LLC (KTL) today has a team of 20 employees and more than 250 active customers. The management team became interested in managed services because “it was clearly the direction that the industry was taking. In fact, many clients were already well-informed about it. But from a client services perspective, we liked that the managed services business model would give us much more control over the quality of service that we could deliver to our valued clients,” says Patrick Jones, Chief Operating Officer, KTL.

Adopting managed services was also part of a competitive differentiation initiative for KTL’s management team who wanted to expand their customer base. Despite having the expertise and service record required to land larger clients (100-200 seats), KTL was not making as much headway in this market as they wanted. “The key was that we wanted to grow without negatively impacting the quality of service that we were delivering to our smaller customers. Our success has been built on our dedication and service to small and midsized businesses with 25-100 seats. We’ve grown steadily for a decade because we’ve invested in relationships with our clients, no matter what size they are.”

After careful evaluation of available remote monitoring and management (RMM) platforms, KTL’s Chief Technology Officer, Steve Hand, chose AVG Managed Workplace for three main reasons: the AVG Managed Workplace feature set made the most sense for the market; it was a proven technology that would support KTL’s goals; and it was deeply integrated with Microsoft technology, in addition to being Microsoft Gold-Certified.

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