Case Studies Empower Information Systems Dispatches 330 Tickets in under 2 Hours with Continuum/ Autotask Integration

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	Empower Information Systems Dispatches 330 Tickets in under 2 Hours with Continuum/ Autotask Integration

Empower Information Systems Dispatches 330 Tickets in under 2 Hours with Continuum/ Autotask Integration

Technology Category	Application Infrastructure & Middleware - API Integration & Management Functional Applications - Enterprise Resource Planning Systems (ERP) Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Healthcare & Hospitals Professional Service
Applicable Functions	Business Operation Field Services
Use Cases	Predictive Maintenance Remote Asset Management Service Parts Management
Services	Software Design & Engineering Services System Integration Training
Challenge	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. Read More
About Customer	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. Read More
Solution	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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Functional Applications - Enterprise Resource Planning Systems (ERP)

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Healthcare & Hospitals

Professional Service

Applicable Functions

Business Operation

Field Services

Use Cases

Predictive Maintenance

Remote Asset Management

Service Parts Management

Services

Software Design & Engineering Services

System Integration

Training

Challenge

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.

About Customer

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.

Solution

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.

Impact #1	The API integration between Continuum and Autotask allowed Empower Information Systems to resolve 330 tickets in just 90 minutes, demonstrating a significant improvement in their operational efficiency.
Impact #2	The integration enabled near real-time asset monitoring, which is crucial for clients in time-sensitive verticals such as healthcare and government.
Impact #3	The seamless integration of the ticketing system with the RMM platform and NOC allowed Empower Information Systems to provide more accurate and timely reporting to their clients.

Impact #1

The API integration between Continuum and Autotask allowed Empower Information Systems to resolve 330 tickets in just 90 minutes, demonstrating a significant improvement in their operational efficiency.

Impact #2

The integration enabled near real-time asset monitoring, which is crucial for clients in time-sensitive verticals such as healthcare and government.

Impact #3

The seamless integration of the ticketing system with the RMM platform and NOC allowed Empower Information Systems to provide more accurate and timely reporting to their clients.

Benefit #1	Resolved 330 tickets in 90 minutes.

Benefit #1

Resolved 330 tickets in 90 minutes.

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Overview

Empower Information Systems Dispatches 330 Tickets in under 2 Hours with Continuum/ Autotask Integration

Operational Impact

Quantitative Benefit