Continuum®, the industry's only channel-exclusive provider of fully integrated managed IT services solutions, is helping LeadingEdge, a U.K.-based IT services and support provider founded in 2000, to ensure that the technology systems that its small and medium-sized enterprise (SMEs) customers rely on each day are operating efficiently.
LeadingEdge is leveraging Continuum’s intelligent Remote Monitoring and Management (RMM) platform, its state-of-the-art Network Operations Centre (NOC) and Help Desk, providing clients IT support and service, 24x7x365.
“The partnership between Continuum and LeadingEdge is very, very strong,” says Dean Parry, General Manager at LeadingEdge. “The way they’re getting involved in our business and helping us has allowed us to move forward at a very rapid rate. Working with Continuum’s NOC on a day-to-day-basis allows us to get under the hood with our clients. We don’t have to worry about backend services because Continuum is taking care of them. The NOC has skills and expertise that our engineers don’t, and we feel very comfortable and confident when pushing issues to them. This gives us time to drill down into our clients’ needs.”
Continuum’s RMM platform is a SaaS-based portal that allows MSPs to easily monitor, troubleshoot and maintain desktops, servers, mobile devices and other client endpoints. The software intelligently captures device and network information, employing a proprietary alerting system that can eliminate up to 80 percent of erroneous tickets and false alerts. The platform is directly supported by nearly 600 technicians at Continuum’s NOC, housed with certified experts who act as a direct extension of LeadingEdge’s workforce, providing monitoring, issue remediation and a variety of related support and services.
Continuum’s Help Desk provides a frontline support centre that offers 24x7x365 desktop troubleshooting and related services to end users via phone, email or Web-based chat. The Help Desk is staffed with more than 100 technicians who provide support to more than 35,000 end users. The service is completely white labelled, helping Continuum’s MSP partners to maintain a seamless brand experience with their customers.
LeadingEdge also leverages Continuum’s Network Assessment Tool, a solution powered by RapidFire Tools, when meeting with potential clients. The tool scans entire IT environments to capture device and network information, identify potential risks or security threats, and more – and generates a series of reports that can be custom-branded and used as part of a proposal from LeadingEdge.