Appalachia Technologies

Case study Highlights

Outdated tools and manual documentation processes

Appalachia Technologies was struggling with inefficiencies caused by an outdated documentation system. Their previous tool, which functioned more as a password manager than a true documentation platform, couldn’t keep up with their needs. Frequent downtime and manual processes left their documentation outdated, unreliable and inconsistent across their 70+ managed clients.

“We had to document everything manually, and as a result, much of it didn’t happen. Our documentation was outdated and irrelevant,” explains Chris. “The downtime of our previous tool made it nearly impossible to rely on. Changing tools or processes meant re-documenting everything from scratch, leading to stale and non-applicable data. At that point, you might as well not have documentation at all.”

Centralized, automated and integrated documentation with IT Glue

Appalachia Technologies adopted IT Glue to transform their IT documentation, centralizing information and automating processes for greater efficiency. One of the standout advantages was IT Glue’s seamless integrations with their existing tools, including Auvik, Datto RMM and Autotask PSA.

“IT Glue became our source of truth,” explains Chris. “It integrates seamlessly with everything we use, automating documentation for workstations, servers and network devices. This drastically reduced the manual effort and made it easier for our team to access passwords and assets without switching screens.”

The value of IT Glue was immediate and measurable.

“When we adopted IT Glue, the impact was immediate. On day one, consolidated password management freed up 6 hours per technician every month. By the end of our first year, we were automating 72% of our documentation through Datto RMM and Autotask integrations. Two years in, AI-driven workflows have taken that to over 95%. Those efficiencies translated directly into results. Our resolution times dropped 50% in the first year, and by year two, were down 62%. Our response time dropped 61% the first year, and now are down 87% compared to when we implemented IT Glue.”

Driving efficiency with add-on tools

To further enhance their workflows, Appalachia Technologies implemented IT Glue’s add-on products, Network Glue and MyGlue:

Network Glue 

Automated password rotation, solving a tedious pain point. “We used to spend 160 hours a year manually rotating passwords one by one,” Chris explains. “Now it’s entirely automated. What used to happen every 90 days due to time constraints, we can now easily do every 30 days, improving both efficiency and security.”

MyGlue

Facilitated secure password management and documentation sharing for clients, improving collaboration and security. “We can’t have our clients using post-it notes for passwords,” Chris notes. “With MyGlue, we offer a secure, easy-to-use platform for password management. It’s a small investment for us but a huge win for our clients.”

 

The impact of AI

IT Glue’s AI-powered features, particularly Cooper Copilot Smart Relate, removed barriers to maintaining up-to-date documentation. Previously, linking related assets often didn’t happen due to the manual effort involved.

“The AI features have been game-changing for us,” says Chris. “Now, with Smart Relate and intelligent suggestions, asset relationships are created seamlessly. It reduces the work for our techs and ensures the work actually gets done.”

Deep workflow integrations

Appalachia Technologies also leveraged IT Glue’s deep integrations with Autotask and Datto RMM to streamline workflows and reclaim technician time

“The Autotask and IT Glue integration has been a huge win for efficiency. Auto-suggested documentation in tickets helps our team resolve issues faster, cutting response and resolution times by 50% and keeping our technicians focused on solutions instead of searching for information.”

“The integration between IT Glue and Datto RMM is second to none. Just one workflow alone, password injection, has been a massive time saver. It saves each technician six hours per month, totaling 30 hours saved across the team every month. That’s nearly four full workdays we’ve reclaimed to focus on resolving issues instead of searching for credentials.”

Fostering a documentation-first culture

In order to successfully transition to IT Glue, Appalachia Technologies made documentation a shared responsibility by dedicating time each week for technicians to focus solely on documentation without it counting against their productivity.

“Building a documentation-first mindset required buy-in from the entire team,” Chris explains. “Now, onboarding a new client means fully populating IT Glue. Until every asset is documented — hardware, software, passwords, licensing, virtualization and more — the onboarding process isn’t complete.”

This shift has improved consistency, onboarding and overall efficiency.

“Having documentation readily available builds confidence in our technicians, especially newer ones, and empowers them to handle tickets more independently,” Chris says.

 

With IT Glue managing about 3,000 assets across 70+ clients, the team achieved impressive gains:

• Technicians resolve tickets faster and move on to new ones. “Response and resolution times were cut by 50%. There’s no other tool for that amount of money that could give us this kind of payoff. That ROI is just off the charts,” Chris adds.

• Confidence among newer technicians has soared. With IT Glue as a complete, accurate source of truth, even new team members can troubleshoot and resolve tickets independently. “When IT Glue is filled out correctly, techs don’t have to second-guess anything.”

• Reduced context switching has streamlined workflows. Thanks to IT Glue’s deep integrations with tools like Datto RMM and Autotask PSA, technicians spend less time juggling tabs or navigating multiple platforms. “Sometimes, we don’t even have to open IT Glue separately — it’s already right there within other tools we’re using.”

  IT Glue has fundamentally transformed how we operate. It’s made us better, more efficient and more consistent,” says Chris. “We’ve improved the client experience and empowered our team to deliver faster, higher-quality service by making their lives easier. That kind of ROI is unmatched.

  Chris Swecker, Director of IT Operations at Appalachia Technologies