Case Study | December 2, 2013

RMM Helps MSP Transition From Break/Fix To Managed Services

Source: AVG Technologies USA, Inc.

As the saying goes, the only certainties in life are death and taxes. While Craig Pollack had built a successful IT solutions company focused on the investment advisor, CPA, and funeral services verticals, certainty was what he wanted to help move his business to the next level.

Tired of the notoriously unpredictable nature of the break/fix IT services business – it breaks, your client calls and you go fix it – the Founder & CEO of Encino, California-based FPA wanted to evolve his organization to improve service quality for clients, increase internal transparency and efficiency, and ultimately, achieve more reliable revenue streams. Rolling out AVG Managed Workplace was the first step in a major business transformation for FPA.

Now, three years later, FPA’s evolution from break/fix to managed services is nearly complete with more than two thirds of clients on an annual managed services contract. “We needed a tool that would significantly increase our ability to be proactive and provide markedly increased up time, rather than continually responding to issues reactively,” said Pollack.

“We were looking for a way to improve the quality of service we provide to our clients, while at the same time increase the number of clients we could manage. Today, we don’t take on new clients unless they are willing to sign on with a managed services agreement using AVG Managed Workplace as the foundation.”

FPA takes a “business first” approach to delivering a full range of managed IT services to clients, including strategic technology consulting, planning and budgeting, network implementation, management, security, remote network monitoring, end-user help desk support.

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