MSPmentor 100 top managed service providers

Scott Green joined CT Networks as director of managed services a year ago and introduced ITIL to the managed services practice and standardized on a set of vendors. He now serves as senior VP of IT operations for the whole company.

The hot trend right now? Green tells me that BYOD and hosted solutions are the biggest things right now. “More and more small companies are coming to us and asking us to take over the servers and the desktops in the office.” A third big thing with smaller SMB clients is backup and disaster recovery.

CT Networks is working with EHR vendors Epic and Allscripts to enable EHR for iPads, the platform that may physicians want to use. “We see this triad of devices – smartphone, tablet and laptop or PC. When we host you with Citrix it doesn’t matter what device you are on, you are still able to get your information. I’ll be on my iPad on the train, I’ll be working with a client, and I can pick up where I left off on my desktop when I arrive at the office,” Green said.

“One of the things the doctors like is they can to go from a patient’s room to the office without losing data and state they were in,” he added. CT Networks also works with the verticals of financial firms and attorneys.

Internally, Green has taken the step of unifying the NOC (network operations center) and the IT Service Center, putting Level 1 through Level 4 support technicians in a single location. That move has reduced time to resolution from 22 minutes to 6.

He’s also created a new job role at the company – technology liaison. This person works with clients on topics such as patch management, SLAs and client documentation – all things that are more on the technical side. If the customer has a question that is technical in nature, the sales rep probably wouldn’t know the answer, but this technology liaison is a first line of defense to helping customers get answers and find their way to the right support.

What’s next for CT Networks?  MSPmentor will keep you updated.