Case Studies Continuum Lets Managed IT Services Provider Deliver the “Personal Touch”

Edit This Case Study Record

	Continuum Lets Managed IT Services Provider Deliver the “Personal Touch”

Continuum Lets Managed IT Services Provider Deliver the “Personal Touch”

Technology Category	Platform as a Service (PaaS) - Connectivity Platforms Platform as a Service (PaaS) - Device Management Platforms
Applicable Industries	Education Healthcare & Hospitals
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	The Critical Update, an IT managed services provider (MSP) based in Austin, TX, faced the challenge of delivering high-quality IT services to small and midsize businesses while keeping costs under control. The company aimed to provide a higher level of service to clients who were frustrated by bad and expensive technical assistance. With a small team of just four full-time employees, The Critical Update needed to find a way to meet the growing demands of their clients without straining their existing resources. The company also wanted to maintain a personal touch in their services, which was a key aspect of their mission since their inception in 2003. Read More
About Customer	The Critical Update, Inc. is an IT managed services provider (MSP) located in Austin, TX. Founded in 2003 by Luis Delgado, the company started when friends began approaching Luis with their IT problems, leading to referrals and the eventual establishment of the business. The Critical Update offers a range of services including selling hardware, peripherals, and licensing, as well as providing IT consulting, project management, ongoing network administration, and end-user support. The company has a small team of four full-time employees and partners with other trusted IT solution providers to handle larger projects. Their customer base includes schools, healthcare providers, nonprofit organizations, and home offices, with 99% of their business coming from referrals. The company focuses on working with small business owners who want to use technology to improve productivity and growth. Read More
Solution	To address their challenges, The Critical Update leveraged Continuum's managed services offerings. Continuum's Help Desk and Network Operations Center (NOC) played crucial roles in enabling The Critical Update to provide high-quality, proactive support to their clients. The NOC handled routine maintenance and monitoring functions, allowing The Critical Update to add more server clients without worrying about hiring additional IT staff. The Help Desk, based in Pittsburgh, PA, provided valuable support by guiding customers through technical issues such as installing Microsoft applications and resolving wireless connection problems. Continuum's services allowed The Critical Update to maintain a balance between work and family responsibilities, ensuring that they did not become overwhelmed by the demands of their business. Additionally, Continuum's investment in client support and constant communication from account representatives helped The Critical Update stay informed about changes and opportunities that could benefit their company. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Connectivity Platforms

Platform as a Service (PaaS) - Device Management Platforms

Applicable Industries

Education

Healthcare & Hospitals

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

The Critical Update, an IT managed services provider (MSP) based in Austin, TX, faced the challenge of delivering high-quality IT services to small and midsize businesses while keeping costs under control. The company aimed to provide a higher level of service to clients who were frustrated by bad and expensive technical assistance. With a small team of just four full-time employees, The Critical Update needed to find a way to meet the growing demands of their clients without straining their existing resources. The company also wanted to maintain a personal touch in their services, which was a key aspect of their mission since their inception in 2003.

About Customer

The Critical Update, Inc. is an IT managed services provider (MSP) located in Austin, TX. Founded in 2003 by Luis Delgado, the company started when friends began approaching Luis with their IT problems, leading to referrals and the eventual establishment of the business. The Critical Update offers a range of services including selling hardware, peripherals, and licensing, as well as providing IT consulting, project management, ongoing network administration, and end-user support. The company has a small team of four full-time employees and partners with other trusted IT solution providers to handle larger projects. Their customer base includes schools, healthcare providers, nonprofit organizations, and home offices, with 99% of their business coming from referrals. The company focuses on working with small business owners who want to use technology to improve productivity and growth.

Solution

To address their challenges, The Critical Update leveraged Continuum's managed services offerings. Continuum's Help Desk and Network Operations Center (NOC) played crucial roles in enabling The Critical Update to provide high-quality, proactive support to their clients. The NOC handled routine maintenance and monitoring functions, allowing The Critical Update to add more server clients without worrying about hiring additional IT staff. The Help Desk, based in Pittsburgh, PA, provided valuable support by guiding customers through technical issues such as installing Microsoft applications and resolving wireless connection problems. Continuum's services allowed The Critical Update to maintain a balance between work and family responsibilities, ensuring that they did not become overwhelmed by the demands of their business. Additionally, Continuum's investment in client support and constant communication from account representatives helped The Critical Update stay informed about changes and opportunities that could benefit their company.

Impact #1	The Critical Update was able to deliver preventative support that translated to higher productivity for their clients.
Impact #2	The company could add more server clients without worrying about hiring additional IT staff.
Impact #3	Continuum's Help Desk and NOC allowed The Critical Update to provide a high level of customer care at an affordable price.

Impact #1

The Critical Update was able to deliver preventative support that translated to higher productivity for their clients.

Impact #2

The company could add more server clients without worrying about hiring additional IT staff.

Impact #3

Continuum's Help Desk and NOC allowed The Critical Update to provide a high level of customer care at an affordable price.

Benefit #1	Clients experienced a 1000% increase in productivity.
Benefit #2	The Critical Update doubled their customer base without adding staff.

Benefit #1

Clients experienced a 1000% increase in productivity.

Benefit #2

The Critical Update doubled their customer base without adding staff.

Download PDF Version

Overview

Continuum Lets Managed IT Services Provider Deliver the “Personal Touch”

Operational Impact

Quantitative Benefit