Kryonyx Corporation scales 400% without more headcount

Case study highlights

• Scaled business by 400% while maintaining a lean ~11-person team, supporting 200+ clients and ~80,000 endpoints
• Enabled 85–90% remote issue resolution, drastically reducing on-site visits and accelerating response times
• Reduced ticket resolution time by ~33% and saved 15–20 minutes per ticket through automation and platform consolidation
• Achieved near-zero downtime for critical healthcare clients, including keeping a clinic fully operational for 6+ weeks during server failure
• Strengthened cyber resilience and business continuity with layered backup, cloud replication, and instant virtualization, ensuring uninterrupted patient care

In Puerto Rico, downtime isn’t an option

In many countries, if a clinic’s computer system goes down, patients can reschedule or go elsewhere.

In Puerto Rico, that’s rarely the case.

Specialists are limited. Appointments can take weeks or months to secure. Entire communities depend on a small number of providers. And when those providers can’t access their systems and files, care stops.

“We don’t have enough doctors to attend. So, every time a clinic workplace goes down, we truly impact their patients,” says Roberto Ubinas, CEO of Kryonyx Corporation.

For Kryonyx, an MSP serving Puerto Rico’s medical community, that reality makes IT more than a service. It’s a responsibility.

“If anything goes down,” says Jean Valentin, VP of MSP & IT operations, “it can create a ripple effect that affects not only the client but all the patients.”

For over 25 years, Kryonyx has supported organizations across Puerto Rico. But as cyber threats grew more sophisticated, their clients’ infrastructure aged and healthcare demands intensified. The margin for error disappeared.

They could no longer afford to react to problems. They had to stay ahead of them.

Leaving break-fix behind

KryOnyX didn’t start as the proactive, highly efficient MSP it is today.

Like many providers, the business was built on a break-fix model, responding to issues after they occurred, sending technicians onsite and solving problems one by one.

But over time, that model began to break down.

“We realized fixing problems after they happened wasn’t good enough,” says Nomar Camilo, Kryonyx Corporation’s COO. “We had to be proactive.”

The shift wasn’t just about efficiency. It was about what was at stake.

In healthcare environments, a single failure, like an authentication outage, can halt operations entirely. Clinicians can’t log in. Systems become inaccessible. Patients go untreated.

KryOnyX needed a way to anticipate issues, respond instantly and scale their services without adding complexity.

A defining moment

The turning point came with a radiology clinic.

KryOnyX detected early warning signs that hardware failure was imminent on a critical server. Replacement equipment had already been ordered. But like many shipments to the island, it would take weeks to arrive.

If the server failed, the clinic would lose access to essential systems: authentication, patient data, billing — everything required to operate.

Instead of waiting, Kryonyx acted. They told the client to step away for a moment.

“I told them that they’ll just need to have a coffee break,” Jean said. “When you come back, everything will be running.”

While staff stepped out, Kryonyx virtualized the clinic’s entire environment using Kaseya’s business continuity and disaster recovery (BDCR) solution. Systems were spun up instantly on backup infrastructure, synchronized to the cloud and brought online without disruption.

When the team returned, nothing had changed. Patients were still being seen. Operations continued uninterrupted.

The failure never became a crisis.

The clinic would continue running this way for more than six weeks, until new hardware finally arrived.

That moment proved something critical: Kryonyx could operate faster than failure itself.

From complexity to clarity

Before consolidating their tool stack with Kaseya, Kryonyx’s operations were fragmented. Multiple tools handled different functions, but none worked together seamlessly. Technicians spent valuable time switching between systems, gathering context and manually piecing together solutions.

“We had maybe eight, ten different vendors just to cover the bases,” Jean said. With Kaseya, that complexity disappeared.

Monitoring now automatically triggers tickets. Tickets come with full context. Technicians can access credentials, documentation and systems all from a single platform.

The impact is immediate and measurable. Tasks that once required jumping across tools now happen in one place, saving as much as 15 to 20 minutes per ticket.

Over time, those minutes compound, transforming not just productivity, but the entire operating model.

Scaling without adding headcount

As efficiency improved, Kryonyx began to scale in ways that wouldn’t have been possible before.

Today, a team of roughly 11 technicians supports more than 200 clients across Puerto Rico. They manage close to 80,000 endpoints and resolve between 85% and 90% of issues remotely, without ever stepping on-site.

Even more significantly, they’ve grown their business by 400% over time, without needing to increase staffing at the same rate.

In fact, they have maintained the same small staff with incrementally more efficiency. And when someone left, they were able to keep up with the workload and quality of service for their clients.

What once required multiple technicians, travel time and manual coordination can now be handled remotely in minutes. And it’s often done faster than it would take to drive to a client site.

From reactive support to strategic insight

With operations streamlined, Kryonyx has shifted its focus beyond simply resolving issues. Access to real-time data across client environments allows the team to identify trends, anticipate problems and make faster, more informed decisions.

“Having access to real-time data enables our team to make faster and quicker decisions aligned to the customer,” says Sales Director Moises Lopez.

Automation and AI have further strengthened this shift. Ticketing is more consistent. Documentation is standardized. Technicians spend less time diagnosing and more time resolving.

What was once reactive, manual effort has become proactive, data-driven service delivery.

Resilience built for reality

Operating in Puerto Rico requires planning for more than just everyday IT challenges.

Cyber threats continue to evolve. Infrastructure constraints persist. Natural disasters remain a constant risk. As Jean said, “you’re at risk of anything failing at any moment … so you need to be ahead of the issue. Even if your appliance fails, you have another layer of protection in the cloud that can help your business continue to operate.”

KryOnyX addresses this with layered resilience, combining local backups, cloud replication and instant virtualization to ensure continuity under any condition.

This approach doesn’t just protect systems. It protects operations, reputations and, ultimately, patient care.

A broader impact

For Kryonyx, success isn’t defined solely by growth or efficiency. It’s defined by impact.

In communities where healthcare access is already stretched thin, keeping systems running means keeping care available. It means ensuring clinics can operate, patients can be seen and providers can do their jobs without interruption.

As Roberto said, “when we protect healthcare, we protect Puerto Rico.”

Looking ahead

As the MSP landscape continues to evolve and rely more on automation, AI, and integrated platforms, Kryonyxis already operating in that future.

They’ve moved beyond reacting to problems. They’ve built a model centered on prevention, efficiency and scale.

And they’ve proven that even in the most constrained environments, it’s possible to grow rapidly while delivering better outcomes.

Not just for their business, but for every organization and every patient that depends on them.