Sophicity Supports City Government Clients with IT Support via Continuum’s White Label Help Desk

Posted by Continuum Staff

Jun 25 2015

Continuum Releases Case Study, “Continuum Helps Sophicity Put the IT in City”

BOSTON – June 25, 2015 – Continuum®, the industry's only channel-exclusive provider of fully integrated managed IT services solutions, announced that its MSP partner, Sophicity, provider of the highest quality IT products and services to city government throughout the Southeast, supports approximately 80 percent of its clients with Continuum’s white-label Help Desk. As Sophicity added clients, the company found it difficult to sustain a growing technical staff – specifically, the cost of onboarding new entry-level hires. As a trial, Sophicity brought five clients onto Continuum’s Help Desk, to deliver frontline, client-facing IT troubleshooting and desktop support services, previously maintained in-house.

“We realized that the investment we had to make to hire new level 1 technicians was simply too much,” said Nathan Eisner, Chief Operations Officer at Sophicity. “We decided to give Continuum’s Help Desk a try. It’s been fantastic, completely changing the way we do business. The Help Desk immediately improved our response times, and the customers knew they could call in and get a live person on the phone right away. That completely changed the clients’ perception of us – a night and day difference. And, it’s completely changed our model because we’re now able to focus on upper-level engineers and bigger, more in-depth projects.”

Continuum’s Help Desk is staffed with more than 100 U.S.-based technicians who provide level 1-2 support to more than 35,000 end users via phone, email and Web-based chat. Additionally, Sophicity utilizes Continuum’s intelligent Remote Monitoring and Management (RMM) platform which offers proactive problem resolution backed by the company’s industry-leading Network Operations Center (NOC) with nearly 600 technicians, resolving thousands of alerts, 24x7x365.

With many of Sophicity’s clients behind on technology and needing to modernize, the company leverages Continuum to free up its engineers to devote more time to consulting and related appointments. Sophicity utilizes Continuum’s Network Assessment Tool, a solution powered by RapidFire Tools, to scan entire IT environments, capturing device and network information, and identifying potential risks and security threats. They then generate a series of reports that can be custom-branded and shared with Sophicity’s clients.

For more information on Continuum’s Help Desk, visit:

To access the case study, “Continuum Helps Sophicity Put the IT in City,” visit:

About Sophicity

Sophicity’s focus is simple: providing the highest quality IT products and services tailored to city governments. With over 15 years of experience working directly with cities, Sophicity is uniquely positioned to deliver on this focus. We work with you as a trusted advisor to help decrease IT costs, add efficiency and get the most out of your current vendors. For more information, visit:


Tracy Wemett

About Continuum Managed IT Services

Continuum is the technology industry's only channel-exclusive provider of fully integrated managed IT services, allowing its Managed Services Provider (MSP) partners to maintain both on premise and cloud-based servers, desktops, mobile devices and other endpoints for small-and-medium-sized businesses. Continuum’s SaaS platform enables MSPs to efficiently backup, monitor, troubleshoot and maintain clients’ IT infrastructurefrom a single pane of glass, all backed by an industry–leading network operations center (NOC) and Help Desk. MSPs leverage Continuum’s pay-as-you-grow business model to scale IT services without committing to long-term contracts and to reserve in-house staff for strategic initiatives. The company employs over 1,000 professionals worldwide, supports over 3,500 partners and monitors over 650,000 endpoints. For more information, visit or follow us on LinkedIn and Twitter @FollowContinuum.