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How help desk software helped an MLS service

Case Studies - RE InfoLink

This Silicon Valley multiple listing service was looking to more efficiently manage issues for its membership, which was growing steadily.


Company Background
RE Infolink is based in Northern California, and is an independent multiple listing service which serves a base of more than 14,000 subscribers. The company operates separately, but is governed by area real estate boards to serve its members, which include real estate brokers, agents and appraisers.

IssueTrak's Challenge
Web Developer Ann Comey was contracted to oversee the transition and migration of data when RE Infolink was created. Prior to the RE Infolink system being created, multiple listings were kept on a Tandem system. This meant that all data had to be ported from the Tandem system to a new database operating on the Microsoft SQL Server platform.

During the migration process, Comey discovered that RE Infolink had no call-logging applications at its call center. The system the department was using had fourteen employees taking over 200 calls per day, and noting any issues on scraps of paper. This fact also showed that RE Infolink needed a software which not only tracked these issues, but also allowed notations to be added to individual members' files.

The IssueTrak Solution
RE Infolink immediately uncovered new efficiencies when the IssueTrak Help Desk Software Solution was installed. The company uses the system not only to track its numerous IT calls, but also to train new support technicians using the product's knowledge base system, which features many of the questions they face on a day-to-day basis. Additionally, RE Infolink's Compliance Group uses the system to add notes and documents to agents' files to better monitor them for state and federal compliance.

Using IssueTrak, RE Infolink were able to consolidate the files of all of its 14,000-plus members. Using the system, the database is updated four times per day, and no additional software application is required to retrieve information.

Said Comey, "The great thing about IssueTrak is its customizability, which let us add or take away whatever features we preferred." The simplicity of the product and installation ease also pleased her, as she remarked, "There clearly was a lot of thought put into this application. It's one of the best applications I have come across in my 20 years in business."

Comey said however that IssueTrak's client support was a key benefit to adopting the system. "I was surprised to have my phone calls answered, or have immediate call backs. Plus, their follow-ups were amazing. It's truly rare to see this kind of attention from a software 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.