Keystone IT Prevents Downtime Using Proactive Ticket Monitoring via Continuum/Autotask Integration
Company Size
11-200
Region
- America
Country
- United States
Product
- Continuum
- Autotask
Tech Stack
- API Integration
- Ticketing System
- Network Operations Center (NOC)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Functional Applications - Remote Monitoring & Control Systems
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Education
- Healthcare & Hospitals
Applicable Functions
- Business Operation
- Facility Management
Use Cases
- Predictive Maintenance
- Remote Asset Management
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Keystone IT, based in St. Louis, Missouri, has been servicing clients within the healthcare vertical since 2001. As a Managed Service Provider (MSP) and a Continuum partner since 2009, Keystone IT plays a critical role for its healthcare clients, which include large medical facilities and hospital systems. The company expanded its client base and capabilities after acquiring Cogent Innovators, another MSP specializing in healthcare and education. Keystone IT relies heavily on Continuum’s platform, supported by over 650 Network Operations Center (NOC) technicians and 125 Help Desk staff, to ensure the reliability and efficiency of the systems they manage.
The Challenge
Keystone IT faced the challenge of improving operational efficiencies and workflows with minimal downtime or gaps in monitoring for systems that human life is dependent upon. The company needed a solution that would allow for a fully integrated ticketing system and merge both company’s databases and assets after acquiring another MSP, Cogent Innovators. The integration had to be seamless to ensure no disruption in service, especially given the critical nature of their healthcare clients' operations.
The Solution
Keystone IT built upon its established relationship with Continuum and Autotask by migrating to a new API integration. This integration allowed for a seamless merger of ticketing systems between Keystone IT and Cogent Innovators, ensuring minimal downtime and uninterrupted service. The API-based integration provided enhanced workflows and better monitoring capabilities, which were critical for the healthcare systems they support. The integration was configured and launched successfully in May 2014, providing Keystone IT with the confidence that alerts would trigger the necessary actions to remediate issues promptly.
Operational Impact
Quantitative Benefit
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