Case Studies - Qualitrol Hathaway Systems Division

Hathaway Systems, a division of the Qualitrol Corporation, required a simple web-based customer support product that would allow customers to report system issues, as well as monitor progress in real time.

IssueTrak's Challenge
As a leading supplier of systems automation and integration solutions to the power and utilities industries, Hathaway Systems provides enterprise-critical services with a focus on superior service. The company also specializes in highly detail-oriented businesses that include process calibration technology and motion control.

Hathaway Systems Division contains a Product Support Group, which is a five member team that provides support to 50+ industrial customers nationwide. These companies operate in such diverse industries as utilities, power, oil refineries and other industrial sectors. Before contacting IssueTrak, the support group was attempting to service customers and track issues using an obsolete and ineffective Access database system.

As Systems Administrator with Hathaway, Lynn Bales had a good degree of experience with the company's old helpdesk management software systems. She describes the ticket tracking software system as "kind of clunky", and quite ineffective. Says Bales, "Customers could not access (the system) themselves, so it was always impossible for them to solve problems on their own." Another drawback was that customers could not report their own issues, which led to severe inefficiencies and repetitive tasks for the support team.

The IssueTrak Solution
During a trial of IssueTrak, Hathaway Systems immediately noticed how superior the IssueTrak system was in meeting client needs. According to Bales, the Product Support Group was "blown away" by IssueTrak's service and support. "I was impressed at how unbelievably helpful they were," she said. "The IssueTrak team went out of their way to help me whenever I called."

Bales was also appreciative of the fact that IssueTrak was very willing to hear suggestions for changes to the system, and incorporate them quickly into the product, which is very customizable. Said Bales, "In one particular instance, we had a need to enter notes, such as the amount of time taken for a specific function. IssueTrak quickly modified the software so that it totals the amount of time we spend on an issue."

Hathaway Product Support Group and its customers reported great enthusiasm about IssueTrak's simple online help desk installation, and ease of use. Said Bales, "Not only did we get the IssueTrak system the same day we ordered it, we also installed it and were using it within two days!"

Bales was also impressed by the fact that the IssueTrak system requires no desktop installation (as it is fully accessible with most web browsers), and that very little training is required. "We were quite surprised with the fact that once the system is installed, we didn't really have to do anything. We were quite pleased with the low maintenance requirements of the product."

Thanks to IssueTrak, Qualitrol's Hathaway Systems now tracks customer issues like it never had before, and solves problems quicker than ever.

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