MSPs Outsource IT Service and Support to Continuum’s Help Desk to Free Up Skilled In-House Techs, Increase Customer Service to End Users and Increase Profitability
CRANBERRY TOWNSHIP, PA – March 8, 2016 – Continuum®, the IT management platform company, announced that its white-labeled Help Desk, housed in Cranberry Township, Pennsylvania, now supports over 50,000 users for the small and medium sized business clients of the company’s MSP partners. The U.S.-based contact center provides direct end-user support for a variety of desktop-related issues, delivering superior customer service and support without exhausting MSP partners’ in-house techs, draining resources or money. Supported with more than 125 technicians, the Help Desk efficiently identifies and solves both simple and complex IT issues, 24x7x365.
“Continuum’s Help Desk has been increasingly providing comprehensive, high-quality, around the clock support to our partners’ end user customers without the high labor costs and uncertain staffing requirements that plague many traditional MSPs,” said Jacque Rowden, Senior Director, Help Desk at Continuum. “Our partners understand that they don’t lose the personal relationship by outsourcing this function – their relationships only improve with their customers as their outreach is now proactive. Continuum techs are simply an extension of their business, and we are helping them to improve operations, increase profitability and grow their business.”
In 2015, Help Desk technicians answered more than 120,000 calls in an average of 48 seconds. Customer satisfaction scores are consistently above 4.6, on a scale of 1-5, with five being great. The Help Desk works in conjunction with the company’s industry-leading 24x7x365 Network Operations Center (NOC) with more than 600 technicians. Help Desk technicians hold a number of certifications with Microsoft, Apple, Lexmark, HDI, CompTIA, ITIL, Six Sigma, Knowledge Centered Support (KCS), Right Answers and more. Continuum is HIPPA-compliant and the Help Desk offers a streamlined, HIPAA-compliant authentication model for security-related requests.
Continuum’s Help Desk Advisory Group (HDAG) provides feedback and input to help the company design and prioritize features and improvements that contribute to ease-of-use and success in supporting end user clients. The group meets for regularly scheduled conference calls and is scheduled to meet in person at Navigate 2016, the company’s third annual user conference, taking place on Wednesday, September 28 – Friday, September 30, 2016 at the Seaport World Trade Center in Boston. The group is also meeting at Continuum’s Pennsylvania office in May.
For more information on Continuum’s Help Desk, visit:
http://www.continuum.net/solutions/rmm-software/it-help-desk.
About Continuum
Continuum is the IT management platform company that allows its Managed Services Provider (MSP) partners to maintain both on premise and cloud-based servers, desktops, mobile devices and other endpoints for their small-and-medium-sized business clients. Continuum’s SaaS platform enables MSPs to efficiently backup, monitor, troubleshoot and maintain clients’ IT infrastructure from a single pane of glass, all backed by an industry–leading Network Operations Center (NOC) and Help Desk. The company employs more than 1,200 professionals worldwide, monitors 1 million endpoints for its 5,800 partners including MSPs servicing more than 50,000 SMB customers and Web hosting provider partners supported by its R1Soft server backup product line. Continuum established the Continuum Veterans Foundation, a nonprofit organization providing financial support to charities focused on helping veterans find jobs in IT. For more information, visit http://www.continuum.net/ or follow on LinkedIn and Twitter @FollowContinuum.
