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Managed Services for Mid Market - An interview with Marco La Vecchia ( @careworxcorp ) at #Know17 - YouTube
Channel: IT Chronicles Media Inc
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Hi.
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Welcome to IT Chronicles 10 in Tech from Knowledge
2017.
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I'm Shane Carlson.
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I'm here with my co-host Carlos Casanova and
today we have Marco La Vecchia with CareWorx.
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Thanks for coming on the show.
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Why don’t you tell us a little bit about
CareWorx?
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Absolutely.
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CareWorx is an IT service provider that focuses
predominantly on the mid-market and enterprise
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market space.
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We provide co-managed services to a lot of
companies throughout North America to help
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them out with really anything that they need
that has to do with IT.
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Anything from ITSM, focusing on ServiceNow
to co-managed services on their service desk,
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and then we can also help them out with managed
services like proactive activity, proactive
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remote monitoring and management.
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If an organization is looking to roll at Office
365, we typically support them in background
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in terms of what their needs are.
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You guys are a remote support model I take
it?
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You don’t provide any on the ground resources?
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No.
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Typically nowadays with technology, you don’t
necessarily need the resources.
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You can do a lot of things remotely through
the new solutions and technologies that are
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out there and that’s typically what we focus
on.
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Is it the mid-market that you're targeting
right now?
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Absolutely.
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I would say that our sweet spot from a business
standpoint is supporting businesses that are
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between 500 employees to about 5,000.
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We tend to see that sweet spot really anywhere
between about 1,000 to about 2,000 employees,
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but we do have some clients that have 15,000
employees that will handle a number of different
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things within their business.
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I think that’s pretty smart.
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A lot of the larger managed service providers
won't even go in and talk to a client if they're
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not bringing them at least $1 million or so
in contract revenue or things like that.
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Often, those smaller businesses tend to be
underserved by the market.
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What do you say is the most important value
you bring to those folks who are in those
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underserved markets?
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It really depends in terms of the type of
business.
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We’re not a business that really focuses
on a particular vertical market.
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Most of our emphasis is really across whether
it could be healthcare – senior care is
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obviously an important business of ours in
terms of the senior care market space that
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we focus on – but a horizontal kind of focus
in terms of what the market is, but every
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business is different.
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We’ll come across some great companies that
they may have 1,200 employees and they may
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be kind of broken up in terms of all the different
tools that they're utilizing and they're having
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a hard time bringing them into one instance
of a technology that can really help and deliver
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the proper services to their employees.
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How do you go about that?
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You engage with a new client.
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They’ve got that scenario where they’ve
got technologies all over.
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Do you come in from soup to nuts and help
them get into a position where you came support
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them and help them maybe consolidate some
of those technologies?
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How does that play out?
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I think it’s really trying to understand
exactly what are they looking for in terms
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of what’s the scope of work or what's troubling
them from a business standpoint.
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We view ourselves as a niche boutique shop
in terms of how we engage with clients and
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that’s really our forte from a business
standpoint.
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I think when we go into these organizations
and really listen to what’s troubling them,
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what's ailing them from a standpoint, then
we can figure out what's the best way in order
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to work with them and what are the technologies
that they need in order to make their lives
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a little bit simpler.
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That’s really at the end of the day what
we’re trying to do.
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It’s really making sure that these businesses
can operate and do what they need really to
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do and let us worry about the technology behind
the scenes.
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When you talk about technology, I assume being
in a business process or IT process enablement
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role, you guys are looking at not only the
technology that you're helping them with,
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but you're also looking at some of the processes
and process optimization.
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What are you guys doing in that front?
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What’s really interesting about that is
if you take a lot of the organizations who
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are at the ServiceNow event and you take a
lot of these organizations that are really
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trying to build out a phenomenal ServiceNow
technology, it can get a little bit complicated
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for some of these companies.
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Typically, a lot of times what we see is I
think it’s probably one of the best software
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technologies in the world, but there's also
a lot of people that have to be working within
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that solution and technology to keep it up
to date.
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What we came out with, we’ve actually taken
ServiceNow and built it out in a SaaS space
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offering.
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What this does is it really simplifies the
way that people can use ServiceNow and basically
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turn it on very easily.
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Most businesses that we take a look at from
an implementation standpoint, 80% to 90% of
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that technology, they typically want the same
thing built into it, and so we've created
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that already into our platform.
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We feel it’s a real game changer in the
marketplace because it allows organizations
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to leverage the solution like this.
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We can turn it on within two to three weeks
whereas some organizations may have to turn
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on their instance of ServiceNow within 9 or
12 months and it’s not where they need it
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to be.
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That’s what we’re trying to do, just streamline
those internal processes, and believe it or
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not, not every company has those internal
process.
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Our platform really allows them to start utilizing
all the things that ServiceNow has without,
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for instance, having to figure out exactly
what the business process is internally.
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You mentioned earlier that you don’t really
focus on service management and a few other
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areas.
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Is there one that you're seeing really driving
harder the demands for your services?
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I would say that the SaaS space instance of
ServiceNow is really driving the demand in
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terms of the future of the company and the
organization that we’re building out, but
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also our enterprise service desk is really
something that is helping a lot of organizations
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out.
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It’s something that businesses continue
to struggle with in terms of developing support
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to the employees and also their customers.
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Either they can't figure it out or they're
just kind of struggling in terms of what they
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do.
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Our enterprise level service desk level is
really, what we call from a co-managed services
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desk, in terms of what we do with organizations.
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It’s not about replacing a service desk,
but it’s about improving their service desk
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and we’re talking about an onshore instance
of an organization that can help companies
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out and improve how they support their end
user customer.
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When you tie that in with a good ITSM tool,
you're really talking about the end user in
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terms of how you're supporting them.
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Thank you for joining us today.
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Really appreciate it.
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I wish you guys a lot of success.
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Appreciate it.
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Thank you for having me.
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Thank you.
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