Issue Tracking System

One of the single largest complaints we hear against IT guys is that issues slip through the cracks. For example, here is what one prospective client told me about their former IT guy recently:

    "I asked my computer guy to handle this printer a month ago, and it is still broken."

It is still broken because he forgot about it -- it slipped through the cracks.  This results from a poor or non-existent issue tracking system.  It is very inefficient for your employees to have to remind your computer guy several times to fix the same thing, let alone suffer through the frustration of being "down" that whole time.

We don't have issues slip through the cracks since we have set up a very sophisticated issue tracking system.   Here's how it works.  Regardless of how you contact us, either through phone, email or online, all issues are assigned a case number in our system and stored permanently in our database attached to your client record.  All emails sent to our support email address are automatically captured by our system, automatically tied to your client record (based on a reverse "from" email address lookup), and automatically broadcasted to all of our support technicians' Blackberry phones 24 hours per day, 7 days per week, 365 days per year.

We have this procedure in place specifically to ensure that all client requests are handled, tracked, and resolved in a timely manner, and that no issue slips through the cracks. Ever.

Issue Tracking System