With over 1,000 active customers and tens of thousands of users, customer service is a top priority for Issuetrak, and the company is known for its culture of exceptional responsiveness. CEO Dan Luhring is adamant that Issuetrak’s people are the driving force keeping customers coming back for more. But most employees will tell you that the company’s use of its own software is a big factor in maintaining their stellar reputation.
Every Issuetrak employee uses Issuetrak every day, for internal processes such as new employee onboarding to customer-facing activities ranging from product evaluation to bug fixes.
“Issuetrak has always been a great issue-tracking and reporting tool, but the process management piece has really made us infinitely more efficient,” says CEO Dan Luhring, and Chris Thompson, Customer Care Manager, agrees. “Issuetrak is such a powerful tool. It makes coordinating large volumes of data into specific action items a breeze. As a result, I have more time to actually address our customers’ needs and look for trends.”
“Before, three of us would get emails and phone calls and no one knew whether another person had already answered it,” is the comment of Rosemary Milazzo, Controller. “Now we can quickly see who’s handled the customer inquiry and how quickly. It makes a huge difference in response time.”
How does Issuetrak use Issuetrak?
- Sales Engineers use a Quick Pick process that cues relevant team members to prepare and track product evaluations and provide prospects with customized evaluation information within just a few minutes.
- Corporate Operations uses the software to drive processes across multiple departments.
- The IT department customizes each instance of the software to operate exactly the way each department requires.
- The Development team relies on the software to manage change requests, bugs, hot fixes, and testing from reporting to resolution, using a dashboard to track the number and type of problems found and fixed.
- The Professional Services team uses Issuetrak to schedule all customer training. Customers can also submit direct requests for service, which automatically creates a ticket and notifies the team to take action.
- Finance handles customer-facing and internal processes with a set of Quick Picks. Billing inquiries are assigned a ticket and, as the request is processed, the customer receives automatic notifications.
- The Customer Care department tracks customers’ individual needs and determines their level of satisfaction via the Surveys module of the software. The survey data is used to coordinate follow up action items across the company.
- For new software releases (expect the next in Q3), reports provide at-a-glance details about what’s new, providing critical information for everyone from tech writers to the Marketing team to support the launch.
As a power user of its own software, Issuetrak also functions as a live test and development environment, continually pushing the boundaries of the product and feeding back their experiences to shape the way new features evolve.
Issuetrak is highly configurable and customizable, allowing every customer to mold the deployment around their company’s specific needs rather than trying to work around a strictly defined set of options. Staff at all levels continually brainstorm new ways to use the software internally, which means they are able to offer customers first hand advice as well as creative new ideas.
“The fact that we use Issuetrak so extensively gives us great experience for customers who want to use it in their own special ways,” says Heather Lancaster, Product Specialist. “When training customers on the software, I can give real-world examples and offer nuances because I’m using it every day for business-critical tasks.”
Issuetrak users agree that the software makes the work environment run more smoothly as a lean, agile, and expert organization. Dan Luhring concludes: “With fewer problems and fewer emergencies, it makes for a great combination of job satisfaction and customer satisfaction as well.”