February 1, 2007

By MICHELLE E. SHAW, The Virginian-Pilot
© February 1, 2007

VIRGINIA BEACH -The way Hank Luhring treats his employees is directly related to the way his company responds to its customers.
It's a common-sense philosophy, he said. After all, Luhring is in a business where he needs the creativity of his employees and customers to succeed.

"If our employees feel valued, they will treat our customers well," he said. "Besides, we're not a bunch that tells people the best way to run their business. We want to know what they need to run their business well."

Luhring is the founder and chief executive officer of IssueTrak, a software development company in Town Center that produces a Web-based computer program of the same name.

The company started in 1992 as Luhring & Associates, with Luhring as its sole full-time employee. Then it was a custom software company that built different types of programs for its clients. After nearly seven years of servicing the specific needs of several dozen clients, Luhring saw an opportunity to help hundreds and maybe even thousands.

Among his clients there was a need for a program that would document, as well as archive, information technology problems, Luhring said. There were a number of programs on the market that would have served the purpose, but his clients were looking for something else.

Being in the custom software business, Luhring thought he could deliver such a product. In late 1999 or early 2000, he and a small group of programmers began developing a Web-based issue tracking program. By the summer of 2000, Luhring & Associates had a demo ready to show clients.

After a few months, a lot of feedback and an adjustment here and there, Luhring and his executive staff decided IssueTrak could be a success and the company's main product.

The short turnaround between the idea and product was possible because of the collaborative nature of the company, said LaDonna Beauregard, vice president of development. She was working for the company as a consultant at the time.

"Everyone's opinion counts here," she said. "From the employees to the clients, we want to hear everybody's ideas. From them, we will use what we can."

That is the spirit employees pass on to clients, said Guy Watkins, information technology director for Checkered Flag Motor Car Co. Watkins, who is a friend of Luhring's, said there have been several times he and his staff have contacted IssueTrak with questions or suggestions and all have been well-received.

"They want to know what we need to make the program work for us," he said. "We've even figured out a new way to use it, but I haven't even told Hank about that yet."

The once thinly staffed company that generated a couple of hundred thousand dollars a year has grown to a business with more than 20 full-time employees and revenues upward of $3 million. The client list has grown to more than 800 with customers in more than 20 countries, said Steve Anderson, vice president of sales.

Luhring said he believes his company will continue to grow, but he doesn't want to lose the close relationship he has with his employees. To keep in touch, Luhring has breakfast with his entire staff every Thursday.

"We make it a point to listen to each other," said Douglas Christian, chief operating officer for IssueTrak. "That is a consistent theme here."

Another consistent theme for the company is creativity. The decorative work spaces of IssueTrak employees are impossible to miss.

"We do encourage individuality and creativity," Luhring said. "We don't want to suppress any one or their ideas, although you have to be careful because if you don't do it right, you will have chaos."

The mood of the office might be light at times, he said, but that doesn't mean his employees aren't hard at work. It is that balance between working hard and having fun that Luhring and his staff treasure so much.

"This truly is a fun place to work," said Beauregard, the head of development. "If people can be more relaxed, I think it just gets those creative juices flowing. That's what we've got here."

For more information about IssueTrak or to request an interactive demo, please call at 1-866-ISSUETRAK or visit www.issuetrak.com.

Contact:
Douglas Christian
info@issuetrak.com
1-866-ISSUETRAK (866-477-8387)