Welcome to IT Chronicles 10 in Tech from Knowledge 2017.
I'm Shane Carlson.
I'm here with my co-host Carlos Casanova and today we have Marco La Vecchia with CareWorx.
Thanks for coming on the show.
Why don’t you tell us a little bit about CareWorx?
CareWorx is an IT service provider that focuses predominantly on the mid-market and enterprise
We provide co-managed services to a lot of companies throughout North America to help
them out with really anything that they need that has to do with IT.
Anything from ITSM, focusing on ServiceNow to co-managed services on their service desk,
and then we can also help them out with managed services like proactive activity, proactive
remote monitoring and management.
If an organization is looking to roll at Office 365, we typically support them in background
in terms of what their needs are.
You guys are a remote support model I take it?
You don’t provide any on the ground resources?
Typically nowadays with technology, you don’t necessarily need the resources.
You can do a lot of things remotely through the new solutions and technologies that are
out there and that’s typically what we focus on.
Is it the mid-market that you're targeting right now?
I would say that our sweet spot from a business standpoint is supporting businesses that are
between 500 employees to about 5,000.
We tend to see that sweet spot really anywhere between about 1,000 to about 2,000 employees,
but we do have some clients that have 15,000 employees that will handle a number of different
things within their business.
I think that’s pretty smart.
A lot of the larger managed service providers won't even go in and talk to a client if they're
not bringing them at least $1 million or so in contract revenue or things like that.
Often, those smaller businesses tend to be underserved by the market.
What do you say is the most important value you bring to those folks who are in those
It really depends in terms of the type of business.
We’re not a business that really focuses on a particular vertical market.
Most of our emphasis is really across whether it could be healthcare – senior care is
obviously an important business of ours in terms of the senior care market space that
we focus on – but a horizontal kind of focus in terms of what the market is, but every
business is different.
We’ll come across some great companies that they may have 1,200 employees and they may
be kind of broken up in terms of all the different tools that they're utilizing and they're having
a hard time bringing them into one instance of a technology that can really help and deliver
the proper services to their employees.
How do you go about that?
You engage with a new client.
They’ve got that scenario where they’ve got technologies all over.
Do you come in from soup to nuts and help them get into a position where you came support
them and help them maybe consolidate some of those technologies?
How does that play out?
I think it’s really trying to understand exactly what are they looking for in terms
of what’s the scope of work or what's troubling them from a business standpoint.
We view ourselves as a niche boutique shop in terms of how we engage with clients and
that’s really our forte from a business standpoint.
I think when we go into these organizations and really listen to what’s troubling them,
what's ailing them from a standpoint, then we can figure out what's the best way in order
to work with them and what are the technologies that they need in order to make their lives
a little bit simpler.
That’s really at the end of the day what we’re trying to do.
It’s really making sure that these businesses can operate and do what they need really to
do and let us worry about the technology behind the scenes.
When you talk about technology, I assume being in a business process or IT process enablement
role, you guys are looking at not only the technology that you're helping them with,
but you're also looking at some of the processes and process optimization.
What are you guys doing in that front?
What’s really interesting about that is if you take a lot of the organizations who
are at the ServiceNow event and you take a lot of these organizations that are really
trying to build out a phenomenal ServiceNow technology, it can get a little bit complicated
for some of these companies.
Typically, a lot of times what we see is I think it’s probably one of the best software
technologies in the world, but there's also a lot of people that have to be working within
that solution and technology to keep it up to date.
What we came out with, we’ve actually taken ServiceNow and built it out in a SaaS space
What this does is it really simplifies the way that people can use ServiceNow and basically
turn it on very easily.
Most businesses that we take a look at from an implementation standpoint, 80% to 90% of
that technology, they typically want the same thing built into it, and so we've created
that already into our platform.
We feel it’s a real game changer in the marketplace because it allows organizations
to leverage the solution like this.
We can turn it on within two to three weeks whereas some organizations may have to turn
on their instance of ServiceNow within 9 or 12 months and it’s not where they need it
That’s what we’re trying to do, just streamline those internal processes, and believe it or
not, not every company has those internal process.
Our platform really allows them to start utilizing all the things that ServiceNow has without,
for instance, having to figure out exactly what the business process is internally.
You mentioned earlier that you don’t really focus on service management and a few other
Is there one that you're seeing really driving harder the demands for your services?
I would say that the SaaS space instance of ServiceNow is really driving the demand in
terms of the future of the company and the organization that we’re building out, but
also our enterprise service desk is really something that is helping a lot of organizations
It’s something that businesses continue to struggle with in terms of developing support
to the employees and also their customers.
Either they can't figure it out or they're just kind of struggling in terms of what they
Our enterprise level service desk level is really, what we call from a co-managed services
desk, in terms of what we do with organizations.
It’s not about replacing a service desk, but it’s about improving their service desk
and we’re talking about an onshore instance of an organization that can help companies
out and improve how they support their end user customer.
When you tie that in with a good ITSM tool, you're really talking about the end user in
terms of how you're supporting them.
Thank you for joining us today.
Really appreciate it.
I wish you guys a lot of success.
Thank you for having me.