Issue trak case study


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Issue trak case study

  1. 1. Way Beyond the Help Desk: How IssueTrak Uses IssueTrak “IssueTrak has always been a great issue-  HR schedules the onboarding tracking and reporting tool, but the process meeting to discuss benefits and management piece has really made us corporate policies and procedures. infinitely more efficient. It boils down to,  The employee is scheduled for would you rather fix your problems or your orientation, training on the software processes? Using our software gives us and a time to meet senior leadership. greater confidence that we’ll have the  Other steps include adding the desired outcomes.” employee to the various telephone - Steve Anderson lists and meeting requests. Business Development Partner IssueTrak Every person involved knows exactly what to do and when, ensuring everything is In the typical organization, setting up a new ready when the new face arrives for work employee to start work requires multiple the first day. steps – and countless calls and emails – with staff across the company: human “It‟s important that our new employees resources, payroll, information technology, have a sense that they are beginning their facilities, training and management. career with a company that is prepared for them to join our team on their first day of Yet at software maker IssueTrak, the hiring work. They feel welcome and think, „Wow, manager simply initiates what‟s called a they are ready and waiting for me to come Quick Pick, a template that defines the in,‟” says Deb Gillies, Human Resources workflow for a certain process. The Quick Manager at IssueTrak. Pick kicks off 20 different steps in the new employee setup process that automatically At IssueTrak, those great first impressions notifies everyone involved in ramping up extend well beyond new hires. From for a new hire about their respective steps: product demos to setting up new customers to technical support to product  HR knows to create an offer letter and development, IssueTrak has built a prepare the new hire packet. reputation for responsiveness across the  Payroll prepares to add the new company. employee to the payroll system.  IT and facilities staff set up the office, phones, computers and network accounts.
  2. 2. „Great Way to Get Business providing notes that the company‟sProcesses Done‟ technical writer needs for documentation. “IssueTrak is a very easy way forWhile the company‟s people certainly make developers and quality assurance analystsa difference in providing such service, most to communicate with each other,” saysemployees will tell you that it‟s the LaDonna Beauregard, VP of‟s dedication to using its own “They can attach screen shots, send notes,software. Every employee actively uses change the status, and go back and forthIssueTrak to help get things done. until it‟s resolved.”“Innovation doesn‟t just mean new Plus, all that activity is documented clearlyproducts, but business processes as well. and carefully, giving Beauregard aWe find IssueTrak is a great way to get all dashboard snapshot on the number andour business processes done,” says Hank type of problems found and fixed. For aLuhring, CEO of IssueTrak. new release, reports provide at-a-glance details about what‟s new, providing criticalLike many of its more than 1,900 information for the tech writer andcustomers, the company has found Marketing team.IssueTrak indispensible in expediting tasksin departments well beyond the help desk. In fact, applying IssueTrak to processesThe result? A rare level of efficiency, has become so ingrained in the company‟scommunication and service both internally culture that managers and employeesand to their customers. continuously think of new ways to use it. The Professional Services team tapsCorporate Operations IssueTrak to schedule all customer training and associated tasks. Customers can alsoThe Corporate Operations instance of submit requests for service directly viaIssueTrak drives a number of processes email, which automatically creates a ticketthat cross multiple departments, and most and notifies the team to take action. As anteams likewise use the software for their added benefit, the team tracks all itsown internal processes. A testament to the billable and non-billable time in thesoftware‟s flexibility, the IT department software.customizes each instance to look and flowexactly the way each department requires. Facilitating First ImpressionsMeanwhile, the Development team heavily Customers benefit as well from theleverages the software for change company‟s widespread use of therequests, bugs, hot fixes and testing. When software. Many prospective customerschange and patch requests come in, they notice the responsive nature of theare assigned to a developer. From there, company‟s sales team, but may not realizeIssueTrak follows the issue through testing the IssueTrak software processes behindand any additional required development their product demos and evaluation sites.before closing it out. Sales Engineers kick off the process with a Quick Pick that cues various teamThroughout the process, each person members to get the product evaluationpasses along important notes, such as ready.attaching test scripts to the issue and
  3. 3. And it all happens rapidly. For example, inresponse to a Sales Engineer‟s recent IssueTrak in Action: What‟s Behind Strongevaluation request, Dana Jackson-Haddon, Customer Support?Client Care Coordinator, had processedand sent evaluation information to the IssueTrak customers consistently report fast,customer within six minutes. The IssueTrak knowledgeable service from the support team.process ensures she hits every task and It‟s no surprise that the team extensively usesthat all involved receive notifications. its own software to manage customer needs adeptly.“You don‟t have to remember what to donext,” she says. “Those processes are laid The customer touch begins early on. Every newout, which allows me to save time and work customer relationship begins with the standardon multiple things. Nothing slips through protocol of someone contacting the newand it‟s all automated.” customer to introduce themselves and answer any questions. It‟s documented within IssueTrakFor ongoing customer service, the and everyone knows that step has taken place.IssueTrak Customer Care Manager usesthe software in a way that doesn‟t fall into Mike Messina, Director of IT and Support, saysthe usual categories. She contacts that strong support depends on innate featurescustomers to identify their needs and of the software, such as automation. Fordetermine their level of satisfaction, and example, the team created various pre-scripteddeploys surveys via the Surveys messages to keep customers updated about themodule. Then she manages data collected status of issues. As customers submit ticketsfrom surveys, calls and site visits within and any time the status changes, IssueTrakIssueTrak, and coordinates action items automatically kicks off appropriate emailand communicates status between the messages alerting the customer.various IssueTrak departments. With more than 350 articles, IssueTrak‟s own“IssueTrak is such a powerful tool. It makes Knowledge Base serves as a wealth ofmanaging and coordinating large volumes information for support reps and customers.of data a breeze. As a result, I have moretime to actually address our customers‟ Messina keeps a close eye on the IssueTrakneeds and look for trends,” said Chris dashboard to understand issue volumes andThompson, Customer Care Manager. types, and redirect team resources as needed to maintain responsive customer support. InImpacting Every Customer addition, he views regular weekly reports forTouchpoint insight into the types of issues occurring and can convey that information to departmentsFinance handles both customer-facing and such as Development and Professional Services.internal processes with a set of QuickPicks. Any billing inquiries that come in via The team draws insight from surveys, whichphone or email from customers are IssueTrak kicks off to every customer uponassigned a ticket. As the staff processes ticket closure. Messina evaluates specificthe request, the customer receives comments and trends in satisfaction, and inautomatic notifications. If the request turn, can relay kudos to the team or addressneeds attention from another department, training or Knowledge Base needs.when a question arises for the Sales team
  4. 4. about licensing for example, the Finance But beyond that, everyone in thestaff can easily route those requests to organization knows the softwareSales Engineers and still follow them in the intimately. As a result, the IssueTrak staffsoftware. brings customers that firsthand knowledge and fresh ideas on ways to use theUltimately, having everything logged in software.IssueTrak prevents duplicate work andexpedites requests. In fact, during sales-led demos or training, employees might take prospective“Before, three of us would get emails and customers to the IssueTrak Corporate sitephone calls and no one knew whether to show examples of their own usage.another person had already answered it,”says Rosemary Milazzo, Controller. “Now “The fact that we use IssueTrak sowe can quickly see who‟s handled the extensively gives us great experience forcustomer inquiry and how quickly. It makes customers who want to use it in variousa huge difference in response time.” ways,” says Heather Webb, Product Specialist. “When training customers onEven teams you wouldn‟t expect rely on the software, I can give real-worldIssueTrak to ensure they never miss examples and offer nuances because I‟mimportant steps in their processes. The IT using it every day for business-criticaldepartment recently tracked everything tasks.”related to a server migration. TheMarketing department receives and A more sophisticated productprocesses requests from employees Heavy daily use of its own softwarethroughout the company regarding strengthens the product immensely.requested changes to the company Across diverse departments and functions,website, and uses the software to check off IssueTrak team members relay their ownall the steps of larger projects until feature requests and feedback to thecompletion. development group, driving continuous improvement of the software.Benefits For Steve Anderson, BusinessInternal efficiency Development Partner, it all comes down toBy automating processes throughout the being proactive instead of reactive.organization, IssueTrak realizesimmeasurable efficiency. Automatic “IssueTrak has always been a great issue-Notifications to fellow employees ensure tracking and reporting tool, but the processtasks get done – without the need to call, management piece has really made usemail or “pop in” to someone‟s office with infinitely more efficient,” Anderson says. “Itreminders or requests for an update. boils down to, would you rather fix your problems or your processes? Using ourBetter customer service software gives us greater confidence thatIssueTrak‟s widespread use of its own we‟ll have the desired outcomes.”software extends to customers in multipleways. Company departments that interface Luhring agrees. “Why are there fewerwith customers, such as Sales, Support problems and emergencies around here?and Professional Services, remain on the IssueTrak generates tasks, assigns themsame page about the status of customer to right people, and they‟re as good asissues. done,” he adds.