IT and Business Insights for SMB Solution Providers

Continuum Expands Level 1, 2, and 3 Support to 24x7, Establishes Veterans Foundation

The RMM provider expands its service desk capabilities with live support after hours and an integrated CRM system. By James E. Gaskin

Remote monitoring and management, service desk, and support provider Continuum Managed Services LLC upgraded its offerings to include live, 24x7 support for Level 1, 2, and 3 issues. The company has also added CRM integration to provide customized support.

“We are not the first to offer a 24x7 service desk,” says Michael George, CEO of Continuum, based north of Pittsburgh in Cranberry Township, Pa. “But we are the first to provide 24x7, Level 3, live support backing up our help desk.”

Continuum has added a comprehensive and integrated CRM system to maintain profile data of systems and users. All the information gathered during onboarding is loaded into the company’s CRM system to allow support personnel to provide personalized service to customers. Passwords, applications access, and system resource access for each contracted client is included in the CRM system.

“No one else has that level of features in their service desk products,” says George. “In addition, all support levels use the same ticketing system, so if an end user’s issue turns out to be a server, we can escalate faster and more seamlessly.”

Continuum puts the integration of its system components high on the list of advantages. “We’re not the first to go 24x7, or to have a CRM underneath, or use an RMM,” says George. “But we are the first to have all of those components in one platform. Every touch point from user to system to network will be covered.”

The upgrades have been in pilot mode with select partners since April. Rollout to all customers started July 31. There is no fee increase for integrated features such as RMM or CRM integration.

There will be a small premium for 24x7 capabilities above and beyond normal business hours. Continuum also offers a package for just after-hours support, allowing MSPs to handle support during the day, but turn over support to live service-desk operators after regular business hours.

“The world of small business is a changing landscape,” says George. “24x7 support needs are not uncommon today.” Supporting clients after business hours has traditionally been difficult, but George says the combination of CRM integration with services, and the new 24x7 option, is “unique.”

System components include LogMeIn, Malwarebytes, and Viper. Since they are part of the bundle, MSPs don’t have to buy extra licenses as with stand-alone systems. All are integrated into the CRM foundation, and George promises that “the user experience will be fantastic.”

New Veteran’s Foundation

George also proudly introduced the Continuum Veterans Foundation. “There are a [large number] of people in the IT industry with military backgrounds and training,” he says. “More than 20 percent of our service desk employees today are veterans.” Currently, there are more than 450 Microsoft-certified techs in various departments of the Continuum Network Operations Center.

“Eight percent of our revenue today is going to the foundation to help veterans re-integrate and find jobs,” says George. An introductory video can be seen on the company’s website, or at www.Hire-Our-Heroes.org.

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