Sixth annual MSPmentor 250 cites SVP's dramatic NOC and Service Desk changes as key driver behind Continuum's soaring popularity with managed services providers (MSPs)
BOSTON — Nov. 8, 2013 — Navigating the fast-changing managed services industry can sometimes be tough sledding for MSPs – unless they have the right connections. That edge clearly goes to Continuum partners, according to this year's MSPmentor 250 listing of the world's most progressive managed services thought-leaders. The sixth-annual report ranked Senior Vice President of Global Service Delivery Rob Autor among the leading experts for his keen insight into the business-transformational services demanded by today's most successful managed services providers (MSPs).
Since joining Continuum in 2012, Autor transformed the company's NOC and Service Desk operations, streamlining partner workloads by refining or eliminating roughly one million alerts. Other sweeping changes included:
- Problem analysis and resolution process changes, increasing first-call resolution rates
- Remote monitoring and management (RMM) platform enhancements, strengthening overall services delivery
- Global quality and customer satisfaction program advances, measuring and continuously improving performance
Autor's initiatives drove a 50-percent increase in Continuum's year-over-year Net Promoter Score, and further reinforced the company's exclusive focus on its channel partners.
"Having elevated the value and impact of our services delivery in such a short period of time, this honor is well-deserved," said Continuum CEO Michael George. "Rob's proven operational experience and ability to drive greater efficiency helps Continuum partners run the industry's most successful managed services practices, many doubling and tripling annual growth rates."
The MSPmentor 250 report is based on a global survey of MSPmentor site readers conducted in the first half of 2013. The MSPmentor editorial staff also weighed in with nominations, based on the team's daily coverage of the managed services market. The resulting MSPmentor 250 coverage represents MSP experts across business, technology, sales, marketing, community development, coaching and more.
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