As many of our readers have observed, we have spoken with Continuum a few times in the last couple of months regarding the changes and expansions the RMM is undergoing. Today, the company announced another one of its initiatives, this time regarding its Network Operations Center (NOC).The Boston-based RMM said today that it has advanced its 24/7 NOC through a move to a larger and more comprehensive facility in Mumbai, India. Additional technicians, a broader range of certifications and a high-performance infrastructure now contribute to unprecedented improvements and service delivery advantages, including the ability to accommodate more complex IT tasks, improved communication quality, and a greater capacity to lower labor costs for Continuum MSP partners.
“These are pivotal times for anyone in the managed services business, and our extensive NOC build out ensures MSPs can quickly realize exceptional returns – overnight,” Michael George, Continuum’s CEO said in a news release. “The enhancements to our NOC and related support services underscores our commitment to help MSPs think differently about their ability to generate profit. The software-only model is double the business, double the staff. That’s an outmoded paradigm, especially in this rapid growth market. Our model enables partners to double their business without adding staff by leveraging the built-in efficiencies of our integrated software and services delivery platform. This enables them to grow revenue while decreasing overall costs required to deliver managed services.”
Advances at the new Continuum NOC include improvements in three key areas: better communication, streamlined workflow and improved technical capabilities, plus increased Internet capacity, security and other systems by which technicians can better execute ongoing projects. The changes reflect the company’s commitment to help partners lower labor cost and increase support services to drive continual improvements in operational efficiency.
The Continuum NOC is a highly cost effective team of experts that is designed to help MSPs drive operational improvements and dramatically scale their business without adding technicians. For example, a Continuum partner, Epic Technologies, grew managed services revenue 92% in 2012 without adding staff.
“Our NOC handled more than 10 million tickets last year and for our partners that took advantage of our full NOC services we closed up to 90% of the tickets they would have otherwise had to resolve on their own,” said Rob Autor, Senior Vice President of Global Service Delivery. “The expanded NOC capacity and other enhancements we have delivered during the first half of this year are part of our ongoing effort to make investments that improve our service and accelerate the growth and profitability of our partners.”
For a brief tour of Continuum’s new NOC operation, http://www.continuum.net/tour-the-noc.