Case Study: Epic Technologies achieves 92% managed services revenue growth and improved SLAs with Continuum

Epic Technologies - Customer Case Study

Epic Technologies, a Cookeville, TN telecom VAR that had recently added managed services, was struggling with inefficiency and rising costs from juggling a “hodgepodge of vendors” and managing monitoring and helpdesk work in‑house. The patchwork approach consumed hundreds of man‑hours, left service boards bloated (120–130 open tickets) and frustrated leadership as they tried to scale IT services for growing clients.

By partnering with Continuum for monitoring, an enterprise NOC and service desk, Epic consolidated support into a single turnkey relationship that freed senior technicians to focus on higher‑value tasks and growth. The partnership reduced open tickets to 40–45 on average, improved SLAs from 82% to 96%, and helped Epic grow managed‑services revenue 92% in 2012 without adding staff, enabling expansion with a national healthcare client and a three‑year contract extension.

Epic Technologies

Don Viar

Managing Partner, Epic Technologies