Case Study: Allscripts achieves proactive issue detection and rapid resolution with eG Innovations' eG Enterprise

Healthcare IT Innovator, Enabling Smarter Care for Healthier Populations

Allscripts, a global healthcare IT provider serving thousands of hospitals and clinicians, needed a way to ensure mission-critical applications always performed in a 24/7 care environment. Its proactive support program, launched to monitor clients’ infrastructure and application health, relied on manual processes that were slow and didn’t reliably prevent service interruptions.

By building the proactive service around eG Enterprise’s unified, automated monitoring and root-cause analysis, Allscripts can detect issues across every infrastructure tier and resolve problems before clients notice. The solution enabled Allscripts to fix more than 70% of events preemptively, realize roughly 15–20% support cost avoidance, respond to 99% of issues within four minutes and resolve or escalate over 85% within 30 minutes—boosting client satisfaction, retention and business growth.

Allscripts

Mike Montano

Manager of Proactive Support Offering Development & Delivery