Help Desk

Managed Services

ServiceNow looks to continue channel momentum in Canada as company business surges

February 1, 2019 Mark Cox Comments Off on ServiceNow looks to continue channel momentum in Canada as company business surges
ServiceNow’s Canadian general manager Marc LeCuyer talked with ChannelBuzz about the company’s momentum in Canada, broadening its offerings to digitize workflows and enhance customer experience, with the growth in their channel business playing a critical role.

Managed Services

Toronto’s GMS Live Expert partners with UK-based Inbay to provide MSPs with more specialized resources

September 18, 2018 Mark Cox Comments Off on Toronto’s GMS Live Expert partners with UK-based Inbay to provide MSPs with more specialized resources
GMS Live Expert and Inbay each provide outsourced services to MSPs on different sides of the Atlantic, and have partnered to provide a ‘hands across the sea’ set of enhanced services available to partners of both companies.

Artificial Intelligence

CrushBank seeing good results in early post-launch days of IT Help-Desk application built on IBM Watson

August 2, 2018 Mark Cox Comments Off on CrushBank seeing good results in early post-launch days of IT Help-Desk application built on IBM Watson
CrushBank, which came to ChannelCon a year ago to evangelize their product before it came to market, is finding the job easier this year, with customer references in tow and AI hotter than ever. Interestingly, Canadian MSPs have been particularly receptive.

Managed Services

Atera introduces live chat to strengthen MSP-customer connections

June 13, 2018 Mark Cox Comments Off on Atera introduces live chat to strengthen MSP-customer connections
The new live chat capability in the Atera joint RMM-PSA solution provides a faster and more efficient way than email to resolve customer issues in real time.

Cloud

Salesforce unveils Service Cloud Essentials for small business, enhances Sales Cloud Essentials

March 14, 2018 Mark Cox Comments Off on Salesforce unveils Service Cloud Essentials for small business, enhances Sales Cloud Essentials
Salesforce adds a second Essentials cloud, and improves the original introduced last fall, although at this point in time, Essentials is still a marginal channel play, since the focus has been on improving the offering rather than broadening the go-to-market.

Cloud

ITaaS software maker Nerdio enhances Nerdio for Azure with Cost Estimator

November 20, 2017 Mark Cox Comments Off on ITaaS software maker Nerdio enhances Nerdio for Azure with Cost Estimator
The Cost Estimator, which addresses the problem that Azure itself makes it difficult for MSPs to easily estimate costs because it is consumption-based, joins white-labelling as recent enhancements to the Nerdio offering.

Backup

Study shows startlingly slim penetration rates in security and backup managed services

August 4, 2017 Mark Cox Comments Off on Study shows startlingly slim penetration rates in security and backup managed services
A new study that looks at managed services business by the channel generally – not just self identified MSPs – finds quite low rates of adoption. A significant number to plan to move into security however.

Managed Services

CrushBank prepares for launch of first IT Help-Desk application built on IBM Watson

August 2, 2017 Mark Cox Comments Off on CrushBank prepares for launch of first IT Help-Desk application built on IBM Watson
CrushBank has early customers moving into production now, and has been taking orders. They are working the IT trade show circuit, to introduce their product to MSPs.

Channel Programs

Agiloft channel investment produces its first Platinum partners

July 31, 2017 Mark Cox Comments Off on Agiloft channel investment produces its first Platinum partners
Agiloft still has no partners in Canada, but they are hoping that their just-announced capacity to offer Canada-based hosting of their business process automation offerings will change that.

Managed Services

GMS Live Expert partners with Kaseya to provide exclusive help desk services

May 15, 2017 Mark Cox Comments Off on GMS Live Expert partners with Kaseya to provide exclusive help desk services
GMS Live Expert will provide Kaseya’s MSPs access to their help desk services, in a deal that covers Kaseya’s main VSA platform, as well as their BMS PSA offering and NOC operations.