UNIPRES: Growing Past Paper Without Overcomplicating IT Support

Customer: UNIPRES Mexicana SA de CV
Industry: Automotive manufacturing (press parts)
Use case: Internal IT help desk
Issuetrak customer since: 2008
Deployment: On-premises
Scale: ~10 agents, ~450 tickets/month, ~96,000 tickets archived

Before: When “Keeping Track” Meant Hoping Nothing Slipped Through

Before UNIPRES had a formal help desk system, IT support was handled the way many manufacturing organizations start out: handwritten notes, emails, and personal follow-ups.

If someone’s workstation went down or a shared system stopped responding, the issue might be written on paper, remembered verbally, or jotted down wherever there was space. It worked—until it didn’t.

As UNIPRES Mexicana grew and operations became more complex, the cracks started to show. Requests overlapped. Details were lost. Tickets were hard to trace after the fact. And when someone asked, “What ever happened to that issue from last month?” the answer depended on who happened to remember it.

There was no single place to see what was open, what was resolved, or what had quietly stalled.

The Friction: Scaling Support Without Scaling Chaos

The IT team knew something had to change—but choosing a system wasn’t straightforward.

They evaluated several help desk and service management tools. Many were powerful, but that power came at a cost: long implementations, heavy configuration, and processes that felt oversized for what UNIPRES actually needed.

As one team member put it:

“Other options were too big and would take forever to implement.”

The fear wasn’t just cost or effort—it was disruption. A system that took months to stand up would slow the team down before it ever helped them move faster.

The Human Consequence: Frustration, Not Failure

This wasn’t a story of poor performance—it was a story of people stretched thin.

IT agents spent time retracing steps instead of solving problems. Users followed up repeatedly because they weren’t sure if anyone was still working on their request. And when issues resurfaced, there was no reliable history to lean on.

One small but telling moment stuck with the team: an issue that had been “handled” came back weeks later, and no one could confidently say what had been done—or why it hadn’t fully worked. Not because the team didn’t care, but because the process couldn’t carry the memory.

What Changed: A System That Stayed Out of the Way

When UNIPRES adopted Issuetrak in 2008, the goal wasn’t transformation—it was clarity.

They deployed Issuetrak on-premises and began using it as a straightforward IT help desk: one place to log issues, assign work, and retain history. No sweeping process overhaul. No forced maturity model.

In their words:

“We like the simplicity of Issuetrak software—it’s straight to the point. That was the biggest draw for us.”

Instead of writing things down and hoping they’d be remembered, the team had a shared system that quietly did the remembering for them.

Operationally: What Actually Improved

With Issuetrak in place, several things changed day to day:

• Issues stopped living in people’s heads and notebooks
• Agents could see open requests without chasing updates
• Past tickets became searchable context instead of lost history
• New requests no longer depended on who happened to be available

Today, UNIPRES supports its internal IT needs with:

• 10 agents
• ~450 tickets per month
• ~96,000 total tickets, with plans to add an additional site specifically for archiving older records while keeping them accessible

While the team doesn’t closely track performance metrics, the operational stability speaks for itself: the system has remained in place for well over a decade, quietly supporting daily work without becoming a burden.

Issuetrak’s Role

Issuetrak was a practical next step at the right moment.

Even today, the team continues to discover features gradually. Some capabilities, like Quick Notes, are still on their radar to explore later. Future upgrades—particularly around AI—are something they’re actively looking forward to, not because they need more complexity, but because they want better insight without added overhead.

After: A System That Grows at Their Pace

UNIPRES didn’t adopt Issuetrak to chase metrics or overhaul culture. They adopted it to reduce friction, preserve knowledge, and make everyday support work a little more reliable.

What they gained wasn’t flash—it was continuity.

And sometimes, especially in manufacturing environments where consistency matters, that’s exactly what makes the difference.