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Practice English Speaking&Listening with: Managed Services for Mid Market - An interview with Marco La Vecchia ( @careworxcorp ) at #Know17

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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 dont you tell us a little bit about CareWorx?


CareWorx is an IT service provider that focuses predominantly on the mid-market and enterprise

market space.

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 dont provide any on the ground resources?


Typically nowadays with technology, you dont necessarily need the resources.

You can do a lot of things remotely through the new solutions and technologies that are

out there and thats 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 thats 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

underserved markets?

It really depends in terms of the type of business.

Were not a business that really focuses on a particular vertical market.

Most of our emphasis is really across whether it could be healthcaresenior care is

obviously an important business of ours in terms of the senior care market space that

we focus onbut a horizontal kind of focus in terms of what the market is, but every

business is different.

Well 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.

Theyve got that scenario where theyve 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 its really trying to understand exactly what are they looking for in terms

of whats 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

thats really our forte from a business standpoint.

I think when we go into these organizations and really listen to whats 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.

Thats really at the end of the day what were trying to do.

Its 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?

Whats 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 its 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, weve 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 its 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 its not where they need it

to be.

Thats what were 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 dont 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 were building out, but

also our enterprise service desk is really something that is helping a lot of organizations


Its 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.

Its not about replacing a service desk, but its about improving their service desk

and were 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.

Appreciate it.

Thank you for having me.

Thank you.

The Description of Managed Services for Mid Market - An interview with Marco La Vecchia ( @careworxcorp ) at #Know17