Case Studies Onebyte Evolves to MSP 2.0 with Continuum

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	Onebyte Evolves to MSP 2.0 with Continuum

Onebyte Evolves to MSP 2.0 with Continuum

Technology Category	Cybersecurity & Privacy - Security Compliance Functional Applications - Enterprise Resource Planning Systems (ERP) Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Professional Service
Applicable Functions	Business Operation Quality Assurance
Use Cases	Predictive Maintenance Regulatory Compliance Monitoring Remote Asset Management
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	Onebyte, a U.K.-based managed service provider, faced significant operational challenges as it grew from a one-person break-fix business to a full-fledged hosted desktop provider with a staff of 10. Despite adopting a managed services model, the company found itself overwhelmed by daily customer issues, leading to frustration and disillusionment among the team. Hiring additional operations staff did not alleviate the problem, as repetitive issues and signal noise prevented the team from addressing root causes effectively. The company needed a solution to streamline operations, reduce repetitive issues, and enable the team to focus on higher-level tasks. Read More
About Customer	Onebyte is a managed service provider (MSP) based in the United Kingdom. Initially starting as a one-person break-fix business, the company has grown into a full-fledged hosted desktop provider with a staff of 10. Onebyte aims to deliver greater value to its customers by playing a more strategic role in their business operations. The company focuses on advancing IT maturity for its clients, helping them improve their business processes and achieve better outcomes through technology. Onebyte's customer base primarily consists of small and medium-sized businesses (SMBs) that benefit from the company's proactive approach to IT management and support. Read More
Solution	To address its operational challenges, Onebyte implemented Continuum Command, which leverages the Continuum Network Operations Center (NOC) to manage server issues and reduce ticket volumes. This initial step had an immediate positive impact, solving long-standing server problems and freeing the team from daily firefighting. Encouraged by these results, Onebyte outsourced its help desk to Continuum, allowing the team to focus on higher-level tasks and strategic initiatives. Additionally, Onebyte adopted Continuum Recover for comprehensive backup and disaster recovery, ensuring seamless integration with the Continuum NOC. The company is also incorporating Continuum Fortify services into its offerings to enhance security and compliance for its customers. This suite of Continuum solutions has enabled Onebyte to transition to a more proactive customer engagement model, which CEO Warren Pountain refers to as MSP 2.0. This model allows Onebyte to play a strategic role for its SMB customers, helping them leverage technology to improve ROI, profitability, and reduce risk. Read More Log in to view content
Contents

Technology Category

Cybersecurity & Privacy - Security Compliance

Functional Applications - Enterprise Resource Planning Systems (ERP)

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Professional Service

Applicable Functions

Business Operation

Quality Assurance

Use Cases

Predictive Maintenance

Regulatory Compliance Monitoring

Remote Asset Management

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

Onebyte, a U.K.-based managed service provider, faced significant operational challenges as it grew from a one-person break-fix business to a full-fledged hosted desktop provider with a staff of 10. Despite adopting a managed services model, the company found itself overwhelmed by daily customer issues, leading to frustration and disillusionment among the team. Hiring additional operations staff did not alleviate the problem, as repetitive issues and signal noise prevented the team from addressing root causes effectively. The company needed a solution to streamline operations, reduce repetitive issues, and enable the team to focus on higher-level tasks.

About Customer

Onebyte is a managed service provider (MSP) based in the United Kingdom. Initially starting as a one-person break-fix business, the company has grown into a full-fledged hosted desktop provider with a staff of 10. Onebyte aims to deliver greater value to its customers by playing a more strategic role in their business operations. The company focuses on advancing IT maturity for its clients, helping them improve their business processes and achieve better outcomes through technology. Onebyte's customer base primarily consists of small and medium-sized businesses (SMBs) that benefit from the company's proactive approach to IT management and support.

Solution

To address its operational challenges, Onebyte implemented Continuum Command, which leverages the Continuum Network Operations Center (NOC) to manage server issues and reduce ticket volumes. This initial step had an immediate positive impact, solving long-standing server problems and freeing the team from daily firefighting. Encouraged by these results, Onebyte outsourced its help desk to Continuum, allowing the team to focus on higher-level tasks and strategic initiatives. Additionally, Onebyte adopted Continuum Recover for comprehensive backup and disaster recovery, ensuring seamless integration with the Continuum NOC. The company is also incorporating Continuum Fortify services into its offerings to enhance security and compliance for its customers. This suite of Continuum solutions has enabled Onebyte to transition to a more proactive customer engagement model, which CEO Warren Pountain refers to as MSP 2.0. This model allows Onebyte to play a strategic role for its SMB customers, helping them leverage technology to improve ROI, profitability, and reduce risk.

Impact #1	Onebyte has adopted a more proactive customer engagement model, referred to as MSP 2.0, which allows the company to play a strategic role for its SMB customers.
Impact #2	The company has standardized its customer offerings, providing a base set of services along with additional tailored services, increasing efficiency and consistency.
Impact #3	Onebyte has reduced its tech team from 12 members to five while still supporting the same number of users, thanks to the streamlined operations enabled by Continuum solutions.

Impact #1

Onebyte has adopted a more proactive customer engagement model, referred to as MSP 2.0, which allows the company to play a strategic role for its SMB customers.

Impact #2

The company has standardized its customer offerings, providing a base set of services along with additional tailored services, increasing efficiency and consistency.

Impact #3

Onebyte has reduced its tech team from 12 members to five while still supporting the same number of users, thanks to the streamlined operations enabled by Continuum solutions.

Benefit #1	Onebyte has increased its revenue and profit by focusing on higher-margin, lower-noise customers.
Benefit #2	The company has reduced its tech team from 12 members to five while maintaining the same level of customer support.

Benefit #1

Onebyte has increased its revenue and profit by focusing on higher-margin, lower-noise customers.

Benefit #2

The company has reduced its tech team from 12 members to five while maintaining the same level of customer support.

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Overview

Onebyte Evolves to MSP 2.0 with Continuum

Operational Impact

Quantitative Benefit