Case Study | August 29, 2013

Service Desk Solution Helps MSP Attract Larger Accounts

Source: Continuum Managed Services, LLC

Resolving customer problems can hit your bottom line in unforeseen ways. You probably know the immediate costs in time, labor and equipment. What about the impact when project demands exceed your expectations – or capabilities? Continuum Service Desk can alleviate many of the everyday pressures and reduce expenses while also helping you more effectively meet client expectations. Clocktower Technology Services knows from experience.

Continuum Service Desk not only enables this Franklin, Mass.-based managed services provider (MSP) to better address current customer requirements, it also helps them generate new business, particularly with larger accounts. “Without Continuum’s advantages, we’d be missing out on opportunities like the support agreement we just closed for a 100-user account,” says Bob Sullo, a principal at Clocktower along with his son Bryan. “This is worth at least $75,000 to $100,000 in additional annual revenue.”

Bob and Bryan quickly discovered that Continuum’s Service Desk more than pays for itself in three different ways: keeping existing customers happy, appealing to new clients, and freeing highly skilled technicians to focus on more profitable work.

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