Continuum VS GFI, etc.

mattwilson5270 · 2014-10-07T14:21:58.000Z

I’m looking to get into the MSP business model and I’m researching different companies RM software options. So far I’ve contacted and looked at Continuum and GFI. Those of you who are MSPs or utilize these softwares, what are your thoughts? Which competitors should I be considering. This is a new thing for me so I’m somewhat in the dark about which features are actually the most important. I’m coming from a typical break/fix business model and I’m hoping to transition into MSP with break/fix by the first of the year.

Any thoughts you have would be appreciatted. Thanks in advance for your time and expertise.

chuckberg9453 · 2014-10-07T14:29:37.000Z

I’m currently transitioning from GFI to Continuum. I’m doing this because, like you, I’m moving more directly into the MSP market. While I’ve used GFI since back in the HoundDog days and it’s matured into a very feature rich application, they do not have HelpDesk or NOC services. Also Continuum assigns an account rep that helps you in growing your business.

mattwilson5270 · 2014-10-07T14:57:44.000Z

Those of you who have used Continuum’s helpdesk services, what has your experience been like? I love the idea, but want my customers to experience great techs with exceptional customer service. Also need to be US based.

chriscook3138 · 2014-10-07T15:23:48.000Z

We love Continuum and have been using it for years. We only use the NOC Services but they are great! Would like to hear how the helpdesk is as well.

keith22 · 2014-10-07T15:49:34.000Z

I currently use GFI Max and am actively looking into Continuum (talked to my rep this morning). Looking forward to hear what everyone thinks, especially those who have switched.

Rivitir · 2014-10-08T18:15:03.000Z

Sounds like an interesting thread. I currently use GFI, it works, but I’m always interested if something is better. GFI does have helpdesk, but no NOC and their monitoring is not that good. However, I love teamviewer and vipre.

mattwilson5270 · 2014-10-15T11:30:32.000Z

Anyone else have any input? Anyone that has used the helpdesk would be great. For those of you that use the NOC, how has your experience been? Do you find they take a lot of the workload off of your staff? Do you trust the abilities? Are you using them for monitoring only or for projects and repairs as well?

caroline-maxfocus · 2014-10-16T07:18:36.000Z

Hi all,

If anyone would like additional information about MAX ServiceDesk - integrated seamlessly in MAX RemoteManagement just let me know. It has one of the lowest total costs of ownership of any helpdesk system around.

MAX ServiceDesk is priced per staff seat per month. Compared with other Helpdesk tools, you won’t pay for features you don’t use! ServiceDesk is lean and designed to be specifically the right size for MSPs like yourself.

ServiceDesk will help you:

» Focus on running your business - not your support team. ServiceDesk requires very little training and is really easy to use

» Cut costs - ServiceDesk has an affordable pay-as-you-go pricing structure and you don’t pay for features you don’t need

» Become more efficient - manage support tickets, customer engagement and problem resolution - all from one dashboard

» Solve customer problems quicker - customers can serve themselves 24/7 via website, Twitter or email

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You can create a ServiceDesk trial from RemoteManagement and use your existing RemoteManagement login credentials with ServiceDesk.

megan-for-capzure · 2014-10-16T15:41:03.000Z

Hi Cidah – I know you are looking at RMMs such as GFI or Continuum, but since you’ll be new to the MSP business model, I would recommend taking a look at Capzure’s offering for your PSA solution. Capzure will have the same features as some of the bigger players in the field but may cater to your needs a little better. One of the big highlights of Capzure is an all-in-one dashboard for time tracking, billing, ticketing, and knowledge management. If you’re interested in learning more you can sign up for a demo at capzure.com or reach out to me with questions. Good luck in your search!

mattwilson5270 · 2014-10-16T15:51:34.000Z

Does your software platform integrate with Continuum or GFI?

megan-for-capzure · 2014-10-20T14:57:10.000Z

@mattwilson5270 - We don’t have direct integration with those systems yet, but we plan to in the future. For now, we integrate with your mailbox so that @Capzure can collect any messages that your RMM sends out and convert those into tickets. Let me know if I can do anything else to assist you!

mattwilson5270 · 2014-11-21T20:41:05.000Z

I just wanted to follow up on this. Megan, today I had a live demo of Capzure with Paul, and I have to say I really loved what I saw. Very easy to navigate and use. Lots of useful info on the dashboards. Not nearly as overwhelming to me as Autotask seemed to be. Price is very good as well. I’m definitely considering Capzure now.

I’ve also just about decided that Continuum is the RM/M platform I’m going to start with. They offer some features that I like. Honestly, they could have a better user interface, and dashboard. And I’d love to see intergration with more backup vendors, but the product seems solid and capable.

@megan-for-capzure

megan-for-capzure · 2014-11-21T20:57:10.000Z

Great to hear @mattwilson5270 ! If you have any further questions while you’re considering @Capzure , please feel free to reach out to me.

anthonya1548 · 2015-02-23T23:40:16.000Z

How do you like continuum so far?

jayrambin · 2015-03-07T07:29:45.000Z

Good thread. im considering the same software. Sidah, how is it going?

Jay

mattwilson5270 · 2015-03-27T02:49:12.000Z

Another followup.

I changed direction altogether. I ended up choosing LogicNow MaxRM for the RM/M tool and Connectwise for a PSA. So far I’ve been happy with both. MaxRM doesn’t have some of the more in depth features that say Labtech or Nable have, but I’m able to do what I need well at this point in my MSP journey. Connectwise is very in depth and we’re still implementing the software into our business. The decision to start with CW in our MSP was spurred from may conversations and forum posts with MSP peers on other sites. The general concensus was to begin with CW instead of having to make the transition from some other solution in the future. Some even mentioned that CW is a way to do business. I’m not sure about all that, but so far I’m enjoying it. I’ll have to follow up more on this as we progress.

In the end, there was nothing against Continuum, and they offer a fantastic product. They have helpful, knowledgeable sales staff as well. I wasn’t a huge fan of the interface, and chose to use the software which I thought would be easiest for my techs and I to accomplish our jobs.

anthonya1548 · 2015-03-27T11:52:42.000Z

I have done the same. Continuum is a good product - if you have the time to learn the interface. I also settled on Max RMM but I am not using a PSA, I am utilizing an open source web based ticket system.