Michigan First Credit Union
With a staff of over 150 employees at four locations, Michigan First was not new to the concept of an IT Help Desk. In fact, its Help Desk department served employees in a variety of areas, including member services, lending, collections and tellers. Michigan First managed to serve its employee base with a small, but efficient group of four IT personnel.
The credit union's key challenge at its IT Help Desk
was keeping track of issues that came up amongst its employee systems,
as well as simply staying organized. With its older system, help requests
were rarely received in an organized fashion, and it was beginning to
strain the department. Says Lynette Holliday, Michigan First's Network
Coordinator, "We found people were calling us as well as stopping
us in the hall." The credit union realized it was time to put some
structure into the department.
Quick Efficiency Gains, Increased Organization
The mandate of Michigan First's IT support team has always been to serve employees quickly, solve issues, and get them back online. By further ensuring this mandate with the help of the IssueTrak system, Michigan First was better enable to provide the kind of service it has become known for throughout the state. Says Holliday, "As long as our employees can keep functional, our members are going to serviced properly."
Ms. Holliday found that the customizability and service support of IssueTrak was a critical benefit of choosing the solutions. "We asked for a number of pretty obscure change requests to modify the software to the way we do things. The IssueTrak really exceeded our expectations, and were able to make all of the changes very quickly," said Holliday.
Increased Service Effectiveness
Help Desk Software Free
Management Help Desk Solution
EDS Chooses IssueTrak Help Desk Software
For a VOIP infrastructure project involving 600 locations around the world, EDS needed a robust, Web-based issue tracking system. Their choice after looking at over 40 packages? IssueTrak. Read other case studies below...
Incoming Email Available Now!
In response to customer feedback, IssueTrak has developed a new add-on module that converts incoming emails into manageable issues in the IssueTrak database. (continues over)