Case Study

How One MSP Uses Automation To Scale And Deliver Exceptional Service

Source: ConnectWise

eGuard Tech Services was growing, and needed an RMM solution that would allow them to scale their processes as they added new clients.

Khaled Farhang, a founder and current CEO of eGuard Tech, saw that small to medium-sized business and non-profit organizations were underserved by other managed service providers (MSPs) in the Washington DC area. So, in 2007, Khaled and his partners started eGuard Tech Services. The mission of eGuard Tech is to provide IT services to SMBs and non-profits to level the playing field and allow them to be competitive in a technology-driven world. Through their services, eGuard Tech helps organizations get up to best-practice standards and use technology to their benefit and advantage.

Khaled and the eGuard Tech team are driven by their commitment to provide exceptional service to clients by having the best people on staff and the best processes in place—or as Khaled calls it, their ‘secret sauce.’

Improving Efficiency Required a Better Solution

As eGuard Tech continued to take on more and more new clients, Khaled knew they needed to reevaluate their solutions if they wanted to keep their current processes in place. Through their evaluation, they realized they were missing out on efficiencies, mainly by not utilizing a more integrated remote monitoring and management (RMM) tool. “That really prompted me to look,” Khaled says. “It’s tough to change. We’ve done this before. I’ve been accused of trying to have too many RMMs. So, it’s with great, painful experience that I can say; it’s not an easy process.”