National Managed Service Provider

The Challenge

The IT managed service provider wanted to expand their business from the Boston market into other cities. To provide the level of service their clients expected from remote support, they needed to find a partner who could provide the same quality of service onsite.

Requirements included field service technicians to work on-call and on planned projects for a variety of new clients throughout the New York region. Their diverse client base demanded a broad understanding of different technologies and solutions.

The service partner also needed to be able to work with the existing organization, with a deep understanding of the processes in place for their managed service products. This included a willingness to adapt to the MSP's requirements for best practices, case management and crisis handling. Marathon met with the principals of the company to discuss the opportunity for us to customize a solution that could meet their needs.

The Solution

Initial conversations were held through a series of onsite meetings and conference calls. Through this introductory process we gained a detailed understanding of the company's procedures relating to client relationships, service delivery and internal practices. Because one of our goals is to be the best provider around of diversified and flexible solutions for our clients, we saw a natural fit.

As the relationship developed, we not only adopted a thorough understanding of their MSP model, but helped to discuss and implement improvements in the MSP to Field Service relationship. These policies continue to be developed and transferred from our leadership to field service providers in other markets.

Marathon fulfilled the company's immediate requirements and was able to adapt to the needs of their changing client base. With access to top-notch local Field Service support without building and investing in their own resource pool, cost savings were very substantial.

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