How Ekaru Provides 24x7 IT Services & Support to a Growing Customer Base

Posted June 23, 2015by Lily Teplow

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Effective customer support is essential in the world of managed IT services, because users expect fast and professional service when experiencing a problem. Ekaru, a Massachusetts-based IT services provider, knows the importance of comprehensive and reliable customer service, and with a growth in their customer base, they needed a partner to help them deliver just that. By partnering with Continuum and using our scalable services, Ekaru is now providing high-quality IT support to its customers round-the-clock, without the high labor costs and uncertain staffing requirements that plague many traditional MSPs. Ekaru utilizes Continuum’s industry-leading Help Desk and Network Operations Center (NOC) to support a wide range of customers. Continue reading their story to see how our partnership has helped them achieve their goals!

 

With Continuum's Help Desk, Ekaru ensures no customer is left behind!

Ekaru’s mission is to make their clients’ IT system a strategic asset and allow them to focus on their businesses. Ekaru possesses both the technical knowledge and business technology perspective needed to keep their customers’ business systems running smoothly, helping them plan IT growth as their businesses expand. By delivering such a deep and broad skill set, Ekaru allows their clients to stop worrying about technology and to start focusing on their core businesses.

Ann Westerheim, Founder and President at Ekaru, credits Continuum and our U.S.-based Help Desk with helping her company deliver fast, professional and courteous service. “We can’t possibly staff our organization to support the peak load of customer requests that might come in at a given time,” says Westerheim, speaking about challenge of maintaining a properly-sized staff without inflating labor costs. “Having Continuum’s Help Desk there – ready, staffed, and right by phone – that’s what we need.”

 

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“Our goal is to grow by 20% this year. Having Continuum’s staff backing us up to make sure we can support our customer needs will be critical in achieving that growth.” - Ann Westerheim, Founder and President of Ekaru

 

 

Continuum compliments the work of our partners!

Because Continuum is a channel-exclusive provider of managed IT services, Westerheim knows that the company is invested in Ekaru’s success. “It’s a mutually beneficial relationship. When we grow, Continuum grows – and they’re motivated to help us. Anytime we need help, our technical support team is ready to step in. Whatever we need, we really feel like they’re there for us.”

Continuum’s Help Desk is staffed with 100+ technicians who provide level 1-2 support to more than 35,000 end users via phone, email and web-based chat. The service is completely white-labeled, allowing Ekaru to create a unified, custom-branded experience for their customers. And while the Help Desk provides Ekaru’s customers with the direct technical support, expertise and issue remediation needed to be successful, the support teams at our Network Operations Center (NOC) are constantly working behind the scenes to monitor client network and device health, minimize downtime, and troubleshoot server issues as needed.

 

Our partnership with Ekaru has been beneficial and helpful to both parties, and we couldn't be happier that they have found success with our services!

Click here to read the full success story!

For more great partner success stories and testimonials, check out our MSP Resource Center and filter by case studies!

 

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Meet Lily Teplow! After majoring in Communications and French, Lily graduated from South Carolina's Furman University and now takes on her new role as Content Marketing Associate and Blog Manager at Continuum. In her spare time, Lily enjoys singing, traveling, and cheering on her favorite Boston sports teams!


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