Issuetrak Helps Smooth SOC2 Certification for Southland Benefit Solutions
Southland Benefit Solutions covers benefits for hundreds of thousands of individuals, and deals with thousands of claims every month, usually within 10 days of the claim being filed – an impressive achievement for the 60 employees in two locations.
In this high volume, high performance environment, efficient IT systems are a critical part of maintaining efficiency. If an employee is unable to log in or access a program, the impact on productivity and customer service can be profound, so the small IT support team is constantly on the alert.
Until recently, all help desk requests were emailed to the IT department via Microsoft Outlook. While this was relatively simple for users, the IT team found it almost impossible to keep track of the status of requests without time-consuming, manual searches for issues by subject.
Southland’s technology manager told us, “We couldn’t assign an issue, or report on requests that were open or closed. It just wasn’t a good way to manage support requests.”
Beyond help desk problems, regulatory compliance was a challenge. Southland needed a structured change management solution to support its objective of achieving SOC2SM (Service Organization Controls) certification, which validates that an organization has robust controls in place to ensure availability, processing integrity, and confidentiality.
Workflow Tracking and Change Management
The IT team evaluated a number of business process tracking solutions before settling on Issuetrak, which the IT manager had used in a previous position. The Issuetrak software provided not only a rich set of help desk and workflow capabilities for day-to-day needs, but also a powerful change management feature set to smooth SOC audits. The IT manager commented that the intuitive user interface, high level of customization and affordable pricing made Issuetrak the best fit for Southland.
Customized Help Desk Deployment In Days
To comply with SOC2 confidentiality requirements, Southland deployed the on-premises version of the software. The IT department performed its own customization, including integration with Southland’s Active Directory to speed the process of setting up employee accounts. Using Issuetrak documentation and remote support, the solution was up and running in less than a week.
The IT department can now quickly track all IT service requests, from simple password resets to setting up new employee systems. Complete workflow management capabilities ensure that tickets are assigned to a team member, tracked and brought to resolution. For employees, the beauty of the new system is that they still make requests via email. But now these emails automatically create a help desk ticket.
Supporting the new processes necessary for Southland to achieve SOC2 certification, the Issuetrak software tracks the steps and documentation required for change management using customized tickets and task lists. The current version of each documentation template is maintained within the Issuetrak Knowledge Base. Elsewhere in the organization, Issuetrak is used by the Operations team for new customer processing, while its Asset Management module is deployed to help Southland with the intricate task of keeping up-to-date with software and hardware versions, licensing and usage.
“The IT department notes that weekly reporting, a task that previously took hours, can now be accomplished instantly via Issuetrak’s reporting features. Automated notifications within the solution ensure that issues keep moving towards resolution, while the change management function makes regulatory compliance and the associated audits far less burdensome.”
Perhaps one of the biggest benefits for the IT department and its customers is the fact that everyone knows where they stand. “Customers like having a ticket number, getting notifications, and being informed when a ticket is closed. They know we’re taking care of them,” says the IT manager.