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Computer Dynamics Group
 Computer
Dynamics Group is an IT services company that serves over 150 companies
from over 1,000 locations worldwide. The company needed a system for tracking
service requests that was web-based, and IssueTrak provided the solution.
Background
With a headquarters in Chicago, IL, Computer Dynamics Group offers a variety
of IT services, including systems management, remote support, network
consulting, installation and integration, as well as on-site services
and training. The company also operates two large regional facilities
aside from their head office - a call center in Colorado and an IT hardware
service and repair depot in Iowa. CDG was looking to expand their facilities,
and thus needed a scalable solution which would easily adapt to new facilities
and procedures.
At the time, CDG's call center used an issue tracking/help
desk software that was hosted on servers in their Chicago headquarters.
The company's clients would contact CDG's call center in Colorado, whereupon
details were entered into a database, and calls would be immediately assigned
to field reps in the client's region. Complicating the support procedures
was the fact that field technicians communicated client information and
issue details to the call center via both telephone and fax. A key difficulty
was caused by the fact that no one outside of CDG's company headquarters
in Chicago could access the client database and track the work details.
The Solution
CDG needed a solution to solve the difficulties they were encountering
- one that would be flexible, web based, cost effective and scalable.
According to CDG's Chief Operating Officer Dave Torson, "My challenge
was finding software that was all-encompassing and would do everything
we needed it to do." Mr. Torson took his challenge extremely seriously.
In the end, he had reviewed more than 70 tracking systems before making
a decision. That decision? IssueTrak.
How IssueTrak Software Helped CDG
Flexibility
IssueTrak personnel immediately began customizing its product for CDG's
needs. The product's two-tiered hierarchy for issue locations was tailored
to work specifically with CDG's various departments and operations. CDG
was also enabled to change field, criteria and priorities for specific
issues, in order to ensure the product fit the organization exactly.
Scalability
Because of CDG's plans for business growth, IssueTrak's web based platform
fit their needs perfectly.
"If we need to move our call center or establish
another one, all we have to do is run a phone line, and they're up and
running," said Dave Torson.
Web-Based
CDG's field technicians generally work out of their vehicles. Thanks to
IssueTrak, CDG technicians and reps can now access specific client information
themselves, and from wherever they have web access. No longer is it necessary
to fax or call in pertinent details to the call center, and client employees
can now directly access CDG's help desk whenever they encounter an issue.
Completely Cost Effective
Unlike many competitor products, IssueTrak does not require the purchase
or installation of software and/or hardware for each location. What's
more, CDG did not have to dedicate a specific IT technician to manage
the help desk server.
Additional resources were saved because
necessary personnel in the support department have access to individual
issues, meaning greater efficiencies both at the call centers, and particularly
for field reps, who have benefited from a much smaller paper trail by
using a ticket tracking software
product.
CDG and Torson were impressed by the quick rollout
of the IssueTrak program, as well as the product's simplicity and minimal
training requirements. Because CDG did not want to have to micromanage
details on their issue tracking system, IssueTrak worked better than they
had imagined.
Thanks to IssueTrak, CDG no longer has to deal with
the issues involved with a complex support system. And, the company can
get back to what it does best: providing superb IT field services to its
many clients.
Read on about how the IssueTrak system
helped out one of the World's largest credit unions.
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