Case Studies New Continuum Partnership Proves to Be Upgrade for DWP Information Architects

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	New Continuum Partnership Proves to Be Upgrade for DWP Information Architects

New Continuum Partnership Proves to Be Upgrade for DWP Information Architects

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Healthcare & Hospitals Professional Service
Applicable Functions	Business Operation Facility Management
Use Cases	Predictive Maintenance Remote Asset Management
Services	Cloud Planning, Design & Implementation Services Cybersecurity Services System Integration
Challenge	DWP Information Architects faced the challenge of providing high-quality technical support and maintaining a sufficient level of customer communication to leave clients well satisfied. The company needed to ensure that their IT systems were secure and fully operational, especially for their professional services clients who are under heavy pressure to comply with rules and regulations governing storage and dissemination of customer data. Read More
About Customer	DWP Information Architects, based in California’s San Fernando Valley, has been providing IT solutions and managed support services to small businesses since 2002. The company, led by President Denis Wilson, employs four full-time staff and a dozen highly skilled contract techs. DWP’s client base primarily consists of professional services, including healthcare and accounting firms, which rely on DWP to keep their IT systems secure and operational. The company is known for its excellent communication with customers, ensuring they are well-informed about the work done on their behalf. Read More
Solution	DWP Information Architects partnered with Continuum, which acquired the managed services business from Zenith Infotech in 2011. The partnership brought significant improvements, particularly in the Network Operations Center (NOC) and the Virtual Help Desk. The NOC leverages a proprietary remote monitoring and management (RMM) software agent to address IT irregularities before they become major problems. Continuum’s team engaged with DWP to correct RMM settings, enhancing the system's effectiveness. The Virtual Help Desk, staffed by a responsive team, also saw improvements in service quality, acting more like an in-house team rather than an outsourced adjunct. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Healthcare & Hospitals

Professional Service

Applicable Functions

Business Operation

Facility Management

Use Cases

Predictive Maintenance

Remote Asset Management

Services

Cloud Planning, Design & Implementation Services

Cybersecurity Services

System Integration

Challenge

DWP Information Architects faced the challenge of providing high-quality technical support and maintaining a sufficient level of customer communication to leave clients well satisfied. The company needed to ensure that their IT systems were secure and fully operational, especially for their professional services clients who are under heavy pressure to comply with rules and regulations governing storage and dissemination of customer data.

About Customer

DWP Information Architects, based in California’s San Fernando Valley, has been providing IT solutions and managed support services to small businesses since 2002. The company, led by President Denis Wilson, employs four full-time staff and a dozen highly skilled contract techs. DWP’s client base primarily consists of professional services, including healthcare and accounting firms, which rely on DWP to keep their IT systems secure and operational. The company is known for its excellent communication with customers, ensuring they are well-informed about the work done on their behalf.

Solution

DWP Information Architects partnered with Continuum, which acquired the managed services business from Zenith Infotech in 2011. The partnership brought significant improvements, particularly in the Network Operations Center (NOC) and the Virtual Help Desk. The NOC leverages a proprietary remote monitoring and management (RMM) software agent to address IT irregularities before they become major problems. Continuum’s team engaged with DWP to correct RMM settings, enhancing the system's effectiveness. The Virtual Help Desk, staffed by a responsive team, also saw improvements in service quality, acting more like an in-house team rather than an outsourced adjunct.

Impact #1	The NOC's responsiveness and service quality have significantly improved since Continuum took over, making it a key component of DWP's business plan.
Impact #2	The Virtual Help Desk now offers higher quality care, with staff going out of their way to understand and address customer issues.
Impact #3	DWP has maintained the relative value of its services, offering competitive NOC and virtual service desk solutions at a better price.

Impact #1

The NOC's responsiveness and service quality have significantly improved since Continuum took over, making it a key component of DWP's business plan.

Impact #2

The Virtual Help Desk now offers higher quality care, with staff going out of their way to understand and address customer issues.

Impact #3

DWP has maintained the relative value of its services, offering competitive NOC and virtual service desk solutions at a better price.

Benefit #1	DWP has about half of its customers using the upgraded Virtual Help Desk service.
Benefit #2	The company has been able to offer 24/7 risk abatement through improved remote monitoring capabilities.

Benefit #1

DWP has about half of its customers using the upgraded Virtual Help Desk service.

Benefit #2

The company has been able to offer 24/7 risk abatement through improved remote monitoring capabilities.

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Overview

New Continuum Partnership Proves to Be Upgrade for DWP Information Architects

Operational Impact

Quantitative Benefit