Case Studies Ekaru’s Partnership with Continuum Ensures No Client is Left Behind

Edit This Case Study Record

	Ekaru’s Partnership with Continuum Ensures No Client is Left Behind

Ekaru’s Partnership with Continuum Ensures No Client is Left Behind

Technology Category	Application Infrastructure & Middleware - API Integration & Management Platform as a Service (PaaS) - Connectivity Platforms Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries	Professional Service Software
Applicable Functions	Business Operation Field Services
Use Cases	Predictive Maintenance Remote Asset Management Remote Control
Services	Cloud Planning, Design & Implementation Services Cybersecurity Services System Integration
Challenge	Ekaru faced the challenge of providing comprehensive, 24x7 IT support and services to a growing customer base. The episodic nature of IT demands made it difficult to maintain a properly-sized staff without inflating labor costs. Ekaru needed a solution that could handle peak loads of customer requests efficiently and ensure that all clients received timely support. Additionally, Ekaru required a partner that could offer continuous monitoring and troubleshooting to minimize downtime and maintain network and device health. Read More
About Customer	Ekaru is a small IT services company based in Westford, Massachusetts. Founded by Ann Westerheim, Ekaru aims to make IT systems a strategic asset for businesses, allowing them to focus on their core operations. The company provides a broad range of technical knowledge and business technology perspectives to help clients plan their IT growth as their businesses expand. Ekaru's mission is to keep business systems running smoothly and to deliver a deep and broad skill set, enabling clients to stop worrying about technology and concentrate on their core business activities. Read More
Solution	Ekaru partnered with Continuum to leverage their fully-integrated Remote Monitoring and Management (RMM) and Network Operations Center (NOC) platform, along with a U.S.-based Help Desk. Continuum's Help Desk, staffed with over 125 technicians, provides level 1-2 support to more than 45,000 end users via phone, email, and web-based chat. This service is white-labeled, allowing Ekaru to offer a custom-branded experience to their customers. The NOC team at Continuum works behind the scenes to monitor client network and device health, minimize downtime, and troubleshoot server issues, often completing work overnight or after hours. This ensures that Ekaru's customers experience minimal disruption and can quickly return to normal operations. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Platform as a Service (PaaS) - Connectivity Platforms

Platform as a Service (PaaS) - Data Management Platforms

Applicable Industries

Professional Service

Software

Applicable Functions

Business Operation

Field Services

Use Cases

Predictive Maintenance

Remote Asset Management

Remote Control

Services

Cloud Planning, Design & Implementation Services

Cybersecurity Services

System Integration

Challenge

Ekaru faced the challenge of providing comprehensive, 24x7 IT support and services to a growing customer base. The episodic nature of IT demands made it difficult to maintain a properly-sized staff without inflating labor costs. Ekaru needed a solution that could handle peak loads of customer requests efficiently and ensure that all clients received timely support. Additionally, Ekaru required a partner that could offer continuous monitoring and troubleshooting to minimize downtime and maintain network and device health.

About Customer

Ekaru is a small IT services company based in Westford, Massachusetts. Founded by Ann Westerheim, Ekaru aims to make IT systems a strategic asset for businesses, allowing them to focus on their core operations. The company provides a broad range of technical knowledge and business technology perspectives to help clients plan their IT growth as their businesses expand. Ekaru's mission is to keep business systems running smoothly and to deliver a deep and broad skill set, enabling clients to stop worrying about technology and concentrate on their core business activities.

Solution

Ekaru partnered with Continuum to leverage their fully-integrated Remote Monitoring and Management (RMM) and Network Operations Center (NOC) platform, along with a U.S.-based Help Desk. Continuum's Help Desk, staffed with over 125 technicians, provides level 1-2 support to more than 45,000 end users via phone, email, and web-based chat. This service is white-labeled, allowing Ekaru to offer a custom-branded experience to their customers. The NOC team at Continuum works behind the scenes to monitor client network and device health, minimize downtime, and troubleshoot server issues, often completing work overnight or after hours. This ensures that Ekaru's customers experience minimal disruption and can quickly return to normal operations.

Impact #1	Ekaru can now provide consistent, high-quality IT support to their customers without facing high labor costs and uncertain staffing requirements.
Impact #2	The partnership with Continuum allows Ekaru to handle peak loads of customer requests efficiently, ensuring that all clients receive timely support.
Impact #3	Continuum's NOC team works proactively to monitor and maintain network and device health, minimizing downtime and troubleshooting issues before customers even realize there was a problem.

Impact #1

Ekaru can now provide consistent, high-quality IT support to their customers without facing high labor costs and uncertain staffing requirements.

Impact #2

The partnership with Continuum allows Ekaru to handle peak loads of customer requests efficiently, ensuring that all clients receive timely support.

Impact #3

Continuum's NOC team works proactively to monitor and maintain network and device health, minimizing downtime and troubleshooting issues before customers even realize there was a problem.

Benefit #1	Continuum's Help Desk is staffed with over 125 technicians.
Benefit #2	The Help Desk provides support to more than 45,000 end users.
Benefit #3	Ekaru aims to grow by 20% this year with the support of Continuum's services.

Benefit #1

Continuum's Help Desk is staffed with over 125 technicians.

Benefit #2

The Help Desk provides support to more than 45,000 end users.

Benefit #3

Ekaru aims to grow by 20% this year with the support of Continuum's services.

Download PDF Version

Overview

Ekaru’s Partnership with Continuum Ensures No Client is Left Behind

Operational Impact

Quantitative Benefit