Protecnus and Keyco: A Success Story
SUCCESS STORY
Recently, we had the opportunity to speak with Viviana Rodríguez, representative of Keyco Ascensores, a leading Ecuadorian company specialising in vertical transport solutions. During the interview, Viviana shared in detail the process of implementing Protecnus within their organisation and the benefits achieved by integrating the platform into their technical service operations. Keyco, committed to innovation and quality, found in Protecnus a solution that enabled them to optimise maintenance management, improve operational efficiency, and strengthen customer satisfaction. Below, we explore this Protecnus success story with Keyco and how they have elevated their service and efficiency standards. 
1- How long have you been working with Protecnus? How many people currently use the platform, both technicians and office staff?
We have been working with Protecnus since 2021. Currently, we have 10 technicians using the mobile app and 2 administrative staff using the desktop application and Itestor (the ERP integrated with Protecnus).
2- What challenges were you facing before implementing Protecnus in your organisation?
The challenges we faced before implementing Protecnus were related to the management and planning of technical tasks, lack of control over work order management, manual processes, difficulties generating reports, lack of traceability, etc. These issues not only reduced operational efficiency but also affected service quality and customer satisfaction.
3- What motivated you most to choose Protecnus as your maintenance management software?
The main reasons that motivated us to choose Protecnus as our maintenance management software were: it is specifically designed to cover preventive and corrective maintenance needs; its ease of use; automation of manual processes (reducing time spent and minimising errors); the ability to generate customised reports; and the support of a technical team providing personalised assistance. The decision was based on the need for a reliable, scalable solution focused on improving productivity and control.
4- How would you describe the implementation process of Protecnus? Were there any difficulties?
The implementation process was highly structured and always supported by specialised personnel. The platform was very adaptable, as it adjusted to the needs of the business. Importing existing data was very fast. The success of the implementation was due to an agile support team and a realistic, well-communicated implementation plan.
Possible difficulties? One was resistance to change; some employees may be reluctant to adopt a new tool, especially if they are used to manual processes.
5- How long did it take to see the first benefits after implementation?
The implementation and visibility of benefits were immediate; by the third month, we had control over all work orders planned for that month. The technical team adapted quickly thanks to proper training.
6- What improvements have you noticed in the planning and control of your maintenance services?
We now have a global view of activities thanks to maintenance automation. Integrated calendars display all pending, assigned, and completed work orders, enabling balanced planning and preventing duplicated tasks. We meet maintenance request deadlines. These improvements optimise internal operations while reducing costs, increasing productivity, and strengthening customer trust.
7- How has Protecnus impacted the productivity of your maintenance team?
Administrative time has been reduced significantly. By automating the creation, tracking, and closure of work orders, technicians and office staff can spend more time on practical tasks instead of paperwork. We also highlight fast access to relevant information. Each technician receives tasks with precise specifications, avoiding confusion or duplication. Reports are generated instantly; clear task assignment and simplified administrative processes create a more organised and less chaotic work environment.
8- Can you mention a specific case where Protecnus helped solve a critical problem?
With Protecnus, we were able to detect months where compliance with monthly planning was being overlooked, helping us control incidents that previously had to be managed manually. Protecnus not only solves isolated issues but also helps businesses adopt a more proactive and strategic approach to maintenance management.
9- How has visibility and control over KPIs improved since using Protecnus?
We now have access to consolidated data, meaning all the information needed to make decisions is available in one place, eliminating the need to search multiple sources. Indicators update automatically as tasks are completed or data is entered, allowing for quick, informed decisions based on real-time data. It measures the proportion of tasks completed on time and helps determine the percentage of time assets remain operational compared to total available time. Protecnus enables automatic report generation and scheduled delivery to stakeholders, improving internal communication. Historical data collection helps identify patterns for future planning. KPIs allow us to evaluate technician productivity and drive continuous improvement.
10- Which Protecnus features do you consider most valuable day to day?
The most valuable Protecnus features in our daily work are related to information centralisation and ease of use. Protecnus allows us to assign, monitor, and close work orders quickly and in an organised way. It automatically generates preventive maintenance plans, ensuring tasks are completed on time. It prevents missed jobs and improves schedule adherence.
11- How has customer experience or service quality improved since using Protecnus?
Protecnus improved intervention records and traceability by giving us a detailed history of every technical intervention, helping avoid repeated mistakes and improving service quality. Customers receive accurate information on the status of their service requests. Reports generated by Protecnus provide clear data on completed interventions, allowing companies to offer more complete and transparent explanations to customers.
12- How has Protecnus facilitated mobile working and real-time access to information?
Technicians can access Protecnus from mobile devices such as smartphones and tablets. Through the app they receive tasks, updates, and complete reports directly from the work site without needing to return to the office.
Data on work order status, task progress, materials used, and time spent updates in real time, ensuring technicians and administrative staff always have the same up-to-date information regardless of location. They can also monitor progress across all tasks in real time, enabling efficient resource management and quick decisions to reschedule or reassign work if needed.
Technicians can access detailed equipment information, such as technical specifications, without needing physical documentation. They can quickly and accurately record all activities, time, spare parts used, and completed tasks directly from their mobile device.
13- What do you think of the support and customer service received from the Protecnus team?
Support and customer service have always been very responsive. The Protecnus support team takes the time to understand specific needs and provide solutions tailored to each situation. Support goes beyond operational software questions and also includes technical assistance with integrations, system updates, and resolution of complex technical issues.
Protecnus maintains clear and transparent communication, informing users about the status of requests, resolution timelines, and actions being taken to solve issues.
14- Would you recommend Protecnus to other maintenance companies? Why?
Yes, we would recommend Protecnus to other companies because of the tangible benefits achieved after implementation. It improves operational efficiency by optimising processes. The platform not only improves internal workflows, but also has a direct impact on profitability and customer satisfaction, making it a valuable tool for any organisation managing asset maintenance.