Case Studies Continuum Helps SWK Better Plan, Manage and Respond to Customer Demands

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	Continuum Helps SWK Better Plan, Manage and Respond to Customer Demands

Continuum Helps SWK Better Plan, Manage and Respond to Customer Demands

Technology Category	Application Infrastructure & Middleware - API Integration & Management Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Professional Service Software
Applicable Functions	Business Operation Facility Management
Use Cases	Predictive Maintenance Remote Asset Management
Services	Cloud Planning, Design & Implementation Services Software Design & Engineering Services System Integration
Challenge	SWK Technologies faced the challenge of offering customers in-depth insight into their systems while providing comprehensive monitoring. The company needed a solution that could proactively manage and respond to customer demands, ensuring network uptime and reducing false positive alerts. Additionally, SWK required a system that could handle complex data migrations and provide high-level support during critical operations. The existing solutions made them feel like just another number, lacking the executive-level awareness and attentiveness they desired. Read More
About Customer	SWK Technologies Inc. is an IT consulting company that provides strategies and solutions to meet its clients' information and business management needs. The company offers best-of-breed solutions for accounting and business management, financial reporting, CRM, job-costing systems, and warehouse management. Specializing in collaborative commerce, SWK developed MAPADOC Integrated EDI, a solution that works seamlessly with the business management solutions it sells and supports. SWK also provides managed network services and has offices in Livingston, N.J.; Long Island, Syracuse, and Buffalo, N.Y.; Greenwich, Conn.; and Chicago. The company prides itself on its ability to offer comprehensive IT solutions and managed services to a diverse range of clients. Read More
Solution	SWK Technologies partnered with Continuum to leverage their remote monitoring and management (RMM) software and network operations center (NOC). Continuum's NOC provides 24/7 monitoring, alert escalation, backup reviews, patch installations, and service pack implementations to keep business networks operational. The IntelliMon alerting service within the RMM solution monitors over 36,000 event IDs, automatically resolving most issues or raising alerts for critical conditions. This significantly reduces false positive reports, allowing SWK to focus on revenue-generating activities. Additionally, Continuum's Virtual Help Desk solution offers private labeled help desk support for end-user customers, freeing internal resources to focus on core business and development projects. This partnership has enabled SWK to provide proactive and forward-thinking services, enhancing their ability to manage customer demands effectively. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Professional Service

Software

Applicable Functions

Business Operation

Facility Management

Use Cases

Predictive Maintenance

Remote Asset Management

Services

Cloud Planning, Design & Implementation Services

Software Design & Engineering Services

System Integration

Challenge

SWK Technologies faced the challenge of offering customers in-depth insight into their systems while providing comprehensive monitoring. The company needed a solution that could proactively manage and respond to customer demands, ensuring network uptime and reducing false positive alerts. Additionally, SWK required a system that could handle complex data migrations and provide high-level support during critical operations. The existing solutions made them feel like just another number, lacking the executive-level awareness and attentiveness they desired.

About Customer

SWK Technologies Inc. is an IT consulting company that provides strategies and solutions to meet its clients' information and business management needs. The company offers best-of-breed solutions for accounting and business management, financial reporting, CRM, job-costing systems, and warehouse management. Specializing in collaborative commerce, SWK developed MAPADOC Integrated EDI, a solution that works seamlessly with the business management solutions it sells and supports. SWK also provides managed network services and has offices in Livingston, N.J.; Long Island, Syracuse, and Buffalo, N.Y.; Greenwich, Conn.; and Chicago. The company prides itself on its ability to offer comprehensive IT solutions and managed services to a diverse range of clients.

Solution

SWK Technologies partnered with Continuum to leverage their remote monitoring and management (RMM) software and network operations center (NOC). Continuum's NOC provides 24/7 monitoring, alert escalation, backup reviews, patch installations, and service pack implementations to keep business networks operational. The IntelliMon alerting service within the RMM solution monitors over 36,000 event IDs, automatically resolving most issues or raising alerts for critical conditions. This significantly reduces false positive reports, allowing SWK to focus on revenue-generating activities. Additionally, Continuum's Virtual Help Desk solution offers private labeled help desk support for end-user customers, freeing internal resources to focus on core business and development projects. This partnership has enabled SWK to provide proactive and forward-thinking services, enhancing their ability to manage customer demands effectively.

Impact #1	Continuum's NOC allows SWK to be more proactive and forward-thinking, providing invaluable service for increased productivity.
Impact #2	The IntelliMon alerting service reduces false positive reports, enabling SWK to focus on revenue-generating activities.
Impact #3	SWK can offer a rare level of insight into customer systems, keeping them ahead of the curve and providing more information than customers can review.

Impact #1

Continuum's NOC allows SWK to be more proactive and forward-thinking, providing invaluable service for increased productivity.

Impact #2

The IntelliMon alerting service reduces false positive reports, enabling SWK to focus on revenue-generating activities.

Impact #3

SWK can offer a rare level of insight into customer systems, keeping them ahead of the curve and providing more information than customers can review.

Benefit #1	SWK's IntelliMon alerting service monitors over 36,000 event IDs.
Benefit #2	The company has been offering managed services for over nine years.
Benefit #3	SWK operates in multiple locations, including Livingston, N.J.; Long Island, Syracuse, and Buffalo, N.Y.; Greenwich, Conn.; and Chicago.

Benefit #1

SWK's IntelliMon alerting service monitors over 36,000 event IDs.

Benefit #2

The company has been offering managed services for over nine years.

Benefit #3

SWK operates in multiple locations, including Livingston, N.J.; Long Island, Syracuse, and Buffalo, N.Y.; Greenwich, Conn.; and Chicago.

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Overview

Continuum Helps SWK Better Plan, Manage and Respond to Customer Demands

Operational Impact

Quantitative Benefit