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Help Desk Software Case Study 3 - Michigan First

Michigan First Credit Union
When Michigan First Credit Union, one of that state's largest financial institutions, was looking for help with its IT Help Desk, it called on Issuetrak software to provide the solution and helpdesk services. Here are the details behind some of the efficiencies that our system allows within a financial environment.

Michigan First is one of the state's oldest credit unions, and was at one time recognized as the largest credit union worldwide. Having first chartered in 1926 as the Detroit Teachers Credit Union, it changed its name with time, and now serves the needs of over 50,000 current members.

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
Within a week of installation, Michigan First began to experience the efficiencies the IssueTrak system brings. What's more, it was the perfect solution to its IT Help Desk's organizational issues. The IssueTrak system enabled the credit union's support team to provide help to users much quicker and more efficiently than it had before, with the added focus that comes with organized issue tracking.

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
By adopting the IssueTrak system, Michigan First enabled its employees to more effectively serve its membership. The credit union's mission statement, "to provide programs and services that will enhance members' ability to successfully meet present and future financial needs, is now an absolute certainty, thanks to IssueTrak.

Click here to read the second IssueTrak help desk software case study.

Or, read about how IssueTrak benefited the Trader Publishing Company.

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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...

Case Studies of companies currently benefitting from IssueTrak Help Desk Software
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)

The new email processing module from IssueTrak.