Empower Information Systems Dispatches 330 Tickets in under 2 Hours with Continuum/ Autotask Integration
公司规模
11-200
地区
- America
国家
- United States
产品
- Continuum Remote Monitoring and Management (RMM)
- Autotask Ticketing System
- Continuum Network Operations Center (NOC)
技术栈
- API Integration
- Remote Monitoring and Management (RMM)
- Ticketing System
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
- 功能应用 - 企业资源规划系统 (ERP)
- 功能应用 - 远程监控系统
适用行业
- 医疗保健和医院
- Professional Service
适用功能
- 商业运营
- 现场服务
用例
- 预测性维护
- 远程资产管理
- 服务备件管理
服务
- 软件设计与工程服务
- 系统集成
- 培训
关于客户
Empower Information Systems, based in Newport News, VA, is a company that has been a loyal partner of Continuum since 2011. Led by Jason Holbrook, Principal/CSO, the company has experienced tremendous growth with the support of Continuum and its integration partners, including Autotask. Empower Information Systems provides a range of IT services, including remote monitoring and management, network operations, and Help Desk support. The company serves clients in various industries, including healthcare and government, where real-time information and efficient service delivery are crucial.
挑战
Empower Information Systems faced the challenge of resolving more Help Desk tickets while still adding new business without having to hire additional staff. The time lag between their ticketing and monitoring systems created incomplete reporting, which hindered their ability to provide accurate and timely service to their clients. This was particularly problematic for clients in time-sensitive verticals such as healthcare and government, where obtaining real-time information as rapidly as possible is critical.
解决方案
Empower Information Systems implemented an upgraded ticketing system from Autotask that integrates seamlessly with Continuum’s Remote Monitoring and Management (RMM) platform, network operations center (NOC), and Help Desk. This integration allowed for near real-time asset monitoring and management, significantly improving the efficiency and accuracy of their service delivery. The API integration between Continuum and Autotask enabled Empower Information Systems to combine their ticketing solution with the full range of services provided by Continuum, resulting in a more streamlined and intuitive workflow. This integration also eliminated the time lag between the ticketing and monitoring systems, allowing Empower Information Systems to provide accurate and timely reporting to their clients.
运营影响
数量效益
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