The Challenge

RE Infolink is an independent multiple listing service in Northern California, serving more than 14,000 subscribers -- real estate agents, brokers, and appraisers. Although a separate company, it was created by and is still governed by area real estate boards to serve the needs of their members.

Ann Comey, Web Developer, was hired to oversee the transition and migration of data when RE Infolink was created. Prior to RE Infolink, multiple listings were kept on a Tandem system; so, all of the data had to be ported off the tandem to a new data base and new hardware (Microsoft SQL server).

It was during this process Comey discovered that RE Infolink’s call center had no call logging applications. Fourteen employees were taking more than 200 calls per day in the call center and noting them on scraps of paper. And, in addition to the call tracking void, Re Infolink also had a need for software that would allow notes and information to be added to agents’ individual files.

The IssueTrak Solution

RE Infolink found that IssueTrak was the right fix for meeting all of the challenges of efficiently serving its 14,000 subscribers.

In addition to tracking the IT calls, RE Infolink’s call center enjoys utilizing IssueTrak’s knowledge base to train new support reps because it provides a thorough overview of the types of questions they will face. And the Compliance Group now uses IssueTrak to add notes and attach documents to better monitor agents’ state and federal compliance issues.

GSS also added a 'customer' table in the database, which consolidated information files for all 14,000 members. The database is current (updated four times a day) and avoids the hassle of accessing a separate software application to retrieve information.

Ann Comey, speaking on behalf of her company, is obviously pleased with the IssueTrak solution: "The wonderful thing about IssueTrak, Inc. is that its features are SO customizable -- we could add or take away whatever we needed to -- and ALL Web based! She was also struck by IssueTrak’s simplicity and startup ease, remarking: "You can tell that much thought was put into this application to make it so simple. It’s just one of the best applications I’ve ever come across; and I’ve been in this business 20 years!"

But, the bottom line according to Ann Comey is the support GSS provides its clients. "They answer your phone calls; they call you right back! They even call you just to make sure you’re OK! The level of attention is just phenomenal!"