The holiday season is a busy time for Madison Computer Works, a third-generation, family-owned IT services provider serving south-central Wisconsin as well as customers across the globe. On December 24, the company ran into an unexpected snag and Webroot, which Madison Computer Works has relied on to protect its clients for nearly two decades, worked to solve the problem for its MSP partner. "We had business clients we needed to deliver machines for at year-end, and in time for Christmas for our residential customers," says Jeanne Lisse, controller. "Webroot really hustled for us!"
Madison Computer Works was founded in 1982 and today has an 8,000 square foot retail/office building in Madison with 16 employees serving residential, nonprofit, and small business clients. Like many managed service providers, the company's roots are in hardware sales and break-fix services, but today about 40% of business comes from managed services, Lisse explains. That's why in 2015, based on a long history of a successful partnership, the firm turned to Webroot for its MSP security product.
"We were selling their old retail box product in the early 2000s and added the enterprise-class product a couple of years later for our business clients who had multiple licenses," Lisse says. "And then in 2015 we added the MSP line of software."
Lisse says Webroot’s support has always been superior, "beyond any other company that we've worked with, and we've worked with a lot of vendors over the last nearly four decades. In the very rare event that we do have a support incident, they generally fix it within minutes on the phone." She adds, "The Webroot people have been fantastic."
Madison Computer Works installs Webroot on nearly all its clients’ machines. "It has really no overhead, and doesn't conflict with other items," Lisse says. "The efficacy with the threat protection on the back end is phenomenal. It's as close to a set-it-and-forget-it product as I've seen." Those clients who choose not to have Webroot for whatever reason usually come back with an infection, and then Madison Computer Works installs Webroot on their PC.
There was no hesitation to choose Webroot for its managed services clients, Lisse says. "It's nice with the dashboards so we can control it. We can turn keys on and off. We can have it managed or unmanaged for the client as they need. The Management Console makes it very easy for us to administer for our clients. And they just keep making it better week after week."
Lisse also likes the flexibility Webroot has allowed them in setting up the product the way they need to service their clients. "We set up each client as a separate site, which I know is different than how other MSPs use it who might use a master key code. But, for us, it's easier just to individualize the keys for clients."
Webroot worked to make Madison Computer Works successful with the Management Console, she says. "I know we pushed its boundaries in the early days because it wasn't designed initially for having thousands of sites, and we have almost 5,000 endpoints now and three consoles. Each console has a limit of 1,000 sites. Because of the way we set it up with the separate sites, we have had to have separate consoles within the same login for the Management Console."
Which brings Lisse back to that December 24th a few years ago. "We ran out of room in our first console. Webroot rose to the occasion and figured out how to rectify the issue." All in time for end-of-year client needs.
She says responsiveness to MSP partners is just Webroot's modus operandi. Lisse has been part of Webroot’s MSP Partner Advisory Board since 2017. "Our personal experience is that Webroot regularly seeks out MSP input on their products, values the feedback provided, and incorporates that feedback into even better products and MSP experiences overall."
Madison Computer Works also partners with Carbonite, which now owns Webroot, for backup and recovery. Lisse says she is excited about the synergies of the two companies. "This is actually a perfect blend for us."
Cybersecurity vendor Webroot offers next-generation protection for endpoints, networks, and end users.