Case Studies Continuum Help Desk Helps Clocktower Technology Attract Larger Accounts

Edit This Case Study Record

	Continuum Help Desk Helps Clocktower Technology Attract Larger Accounts

Continuum Help Desk Helps Clocktower Technology Attract Larger Accounts

Technology Category	Functional Applications - Enterprise Resource Planning Systems (ERP) Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Professional Service Software
Applicable Functions	Business Operation Field Services
Use Cases	Remote Asset Management
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	Clocktower Technology Services faced the challenge of offering clients the kind of technical support they needed without adding staff or overburdening their existing small team of technicians. They previously offered managed services plans without a help desk component to keep costs down, but this approach proved more expensive and led to the loss of a good customer due to the lack of 24/7 technical support. The company needed a solution that could handle customer support efficiently and allow them to focus on more profitable work. Read More
About Customer	Clocktower Technology Services is a managed services provider (MSP) based in Franklin, Massachusetts. The company is run by Bob Sullo and his son Bryan. They specialize in providing IT support and managed services to their clients. Clocktower Technology Services aims to offer high-quality technical support to their customers while managing costs and resources effectively. The company has experienced growth and faced challenges in scaling their support services to meet the demands of larger accounts. By leveraging external help desk services, they aim to enhance their service offerings and attract more lucrative business opportunities. Read More
Solution	Clocktower Technology Services partnered with Continuum Help Desk to provide 24/7 technical support to their clients. This partnership allowed them to address customer requirements more effectively and generate new business, particularly with larger accounts. Continuum Help Desk resolves about 75 percent of client issues without involving Clocktower's technicians, freeing them to focus on more strategic and profitable work. The help desk service acts as a 'force multiplier,' significantly increasing Clocktower's staff capacity without the expenses and hassles of hiring new employees. The Continuum team is highly professional and expert in various technology areas, ensuring quick resolution of tickets and maintaining Clocktower's reputation. The cooperative attitude and willingness to meet new challenges from Continuum personnel have been highly appreciated by Clocktower. Read More Log in to view content
Contents

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Professional Service

Software

Applicable Functions

Business Operation

Field Services

Use Cases

Remote Asset Management

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

Clocktower Technology Services faced the challenge of offering clients the kind of technical support they needed without adding staff or overburdening their existing small team of technicians. They previously offered managed services plans without a help desk component to keep costs down, but this approach proved more expensive and led to the loss of a good customer due to the lack of 24/7 technical support. The company needed a solution that could handle customer support efficiently and allow them to focus on more profitable work.

About Customer

Clocktower Technology Services is a managed services provider (MSP) based in Franklin, Massachusetts. The company is run by Bob Sullo and his son Bryan. They specialize in providing IT support and managed services to their clients. Clocktower Technology Services aims to offer high-quality technical support to their customers while managing costs and resources effectively. The company has experienced growth and faced challenges in scaling their support services to meet the demands of larger accounts. By leveraging external help desk services, they aim to enhance their service offerings and attract more lucrative business opportunities.

Solution

Clocktower Technology Services partnered with Continuum Help Desk to provide 24/7 technical support to their clients. This partnership allowed them to address customer requirements more effectively and generate new business, particularly with larger accounts. Continuum Help Desk resolves about 75 percent of client issues without involving Clocktower's technicians, freeing them to focus on more strategic and profitable work. The help desk service acts as a 'force multiplier,' significantly increasing Clocktower's staff capacity without the expenses and hassles of hiring new employees. The Continuum team is highly professional and expert in various technology areas, ensuring quick resolution of tickets and maintaining Clocktower's reputation. The cooperative attitude and willingness to meet new challenges from Continuum personnel have been highly appreciated by Clocktower.

Impact #1	Continuum Help Desk resolves 75 percent of customer support issues independently, allowing Clocktower's technical staff to focus on more strategic work.
Impact #2	The 24/7 technical support provided by Continuum enables Clocktower to target and win business from larger, more lucrative accounts.
Impact #3	The help desk service acts as a 'force multiplier,' increasing Clocktower's staff capacity without the expenses and hassles of hiring new employees.

Impact #1

Continuum Help Desk resolves 75 percent of customer support issues independently, allowing Clocktower's technical staff to focus on more strategic work.

Impact #2

The 24/7 technical support provided by Continuum enables Clocktower to target and win business from larger, more lucrative accounts.

Impact #3

The help desk service acts as a 'force multiplier,' increasing Clocktower's staff capacity without the expenses and hassles of hiring new employees.

Benefit #1	The support agreement closed for a 100-user account is worth at least $75,000 to $100,000 in additional annual revenue.

Benefit #1

The support agreement closed for a 100-user account is worth at least $75,000 to $100,000 in additional annual revenue.

Download PDF Version

Overview

Continuum Help Desk Helps Clocktower Technology Attract Larger Accounts

Operational Impact

Quantitative Benefit