Case Study: MySherpa achieves higher margins and customer retention by shifting to strategic IT with Continuum

MySherpa customizes its MSP model for optimal profitability and customer value with Continuum

MySherpa is an IT managed services provider built to be a strategic “guide” for customers rather than a break‑fix shop. Faced with engineers tied up in firefighting—monitoring backups and handling reactive support—the company needed to deepen customer relationships by shifting to proactive maintenance and higher‑value guidance.

MySherpa partnered with Continuum, adopting Continuum Command, Recover, Fortify and Assist to outsource 24/7 monitoring, backups, NOC/Help Desk support and specialist project work (virtualization, Exchange/Office365 migrations) while keeping project ownership. The partnership freed internal resources for strategic work, lowered churn, unlocked high‑margin project revenue, improved margins through collective buying power and enabled a customizable MSP model with expanded security offerings.

MySherpa

Ethan Tancredi

President, MySherpa