Issuetrak Review

1. Asset Management

“Issuetrak is working well for us. It has greatly improved our ability to address issues and track our assets. At this point, management is very happy with the purchase and we’re looking into ways we can expand its use.” – Technical Services Manager

Challenge: This company has hundreds of technical assets and customer products. Whether equipment is part of their inventory, in the shop temporarily for repair or leased out at customer sites, they need to keep detailed records on the location of its assets. Excel spreadsheets just weren’t doing the job effectively.

“Asset management is critical for us. If one piece is missing, it can be $1500 to replace it.” -Technical Services Manager

Moreover, the company needed a more effective way of managing help desk and customer support issues, especially as the company increased its field support for software and equipment across several states. The Technical Services Manager envisioned an online portal where customers could log and track their support issues as well as tap into a knowledge base for help.

Solution: IssueTrak could address all three of the company’s pressing needs: asset tracking, customer support and help desk issues.

Now the company has more actionable business insight by knowing its total asset value and exactly what’s in the field. Equipment accountability helps prevent thousands of dollars’ worth of equipment from going missing each year.

Also, sales reps stay ahead of upcoming customer events like renewals or budget planning, helping secure sales.

2. Help Desk

“We have a much greater visibility into everything so we can act on tickets more quickly. It saves time, especially when dealing with people on the other side of the world.” – IT Manager

Challenge:

Issuetrak’s client serves a global customer base with 130 people across offices in Massachusetts, England, China, Hong Kong and Taiwan. Since  the IT Manager joined in 1998, the company has expanded significantly through acquisitions. As the employee base grew, so did the challenge of keeping up with help desk requests across countries and time zones using only email.

Solution:

Issuetrak gives the small, Massachusetts-based IT team a simple way for employees at five locations to submit help desk requests at any time. Employees simply send an email to the help desk and it automatically opens a ticket that’s traceable through to resolution. Through a connection with Active Directory, Issuetrak links the request with the specific employee so the IT Manager and others have each employee’s contact information, technology profile and history of help desk issues in one place.

Automation in Issuetrak alerts the team when tickets have been open for a certain length of time, ensuring that the team resolves them within specific, defined timeframes. Tickets also close out automatically when they have met certain criteria.

3. Customer Support

“Issuetrak is cutting 75 percent of the time I used to spend on customer support requests. I get hours back in my week that I can spend on getting new business.” – Company President

Challenge:

A software training company needed a better solution than email to track customer support issues and how those issues were being handled and by whom. The current system took too long to respond to customer requests. The company also lacked reporting functions on current and past issues.

Solution:

“Issuetrak is the perfect solution. Its pricing model is affordable for a small business and offers the support we need.” – Company President

The software company pays only for administrative users, not each client accessing the system, keeping costs down as the company grows. Plus, Issuetrak delivers a number of capabilities that enhance support for technicians and clients:

For clients, submitting a request is the same as it always has been; they simply send an email.

Issuetrak directs customer emails to the right technicians based on who the customer is and the nature of the question and ensuring that the request gets to the right person right way.

Clients can log into Issuetrak to look at the history and current status of their support requests.

When a technician accepts or addresses a ticket, the client contact automatically gets an email regarding the status.

 The company turns to Issuetrak to manage the many tasks and files of a new web development project in one place: hosting, themes, design, content and more. Those tasks and documents are under one ticket, instead of 100.

The company also tracks critical dates for clients’ sites, such as domain name expirations by running reports to see all upcoming expirations well ahead of deadlines.

Contract technicians keep track of their hours in Issuetrak and no longer need to submit detailed invoices.

The company gives technicians access only to the clients to which they are assigned, rather than the entire client base.

With the mobile version, technicians address customer needs and update status wherever they are.

The company gets fast support from Issuetrak when anything arises.