Case Study: Centric Group achieves comprehensive data tracking and faster incident resolution with Cireson

Centric Group Creates a Custom Data Tracking and Mining System with the Help of Cireson

Centric Group, a St. Louis–based holding company serving about 1,700 users across 10 locations (including Keefe Group and Courtesy Products), needed a more flexible help desk and tracking system. Their legacy BMC Track‑It! setup charged high licensing fees and couldn’t create a comprehensive historical record of requests, leaving IT unable to analyze trends, measure analyst performance, or set benchmarks.

Centric moved to Microsoft System Center Service Manager and deployed Cireson’s Business Management Solution, using apps like Outlook Console and Group Assign to streamline analyst workflows and automatically route tickets. The result: faster incident resolution, clear historical tracking for data mining, insight into resolution patterns and bottlenecks, and improved ability to measure and manage analyst performance.

Centric Group

Ron Blake

Team Lead