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TRACKWeb Help Desk put our technical support issue tracking and resolution, support contract tracking, product defect tracking, and return materials authorization functions into a unified system that was easier to implement and maintain than the separate databases it replaced."
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The field Engineer for
Quality Logic
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Quality Logic enhances effectiveness of technical support staff and facilitates communication between technical support and quality assurance
Background:
Quality
Logic develops and markets computer protocol test software. It is the largest independent test organization in the world, and is the only quality management firm with an in-house product
development operation. The company's expertise includes software, hardware and systems development know-how that gives customers a major advantage in solving engineering problems.
Quality Logic also provides testing assistance to PC Magazine for product reviews. The company has provided similar assistance in the past to InfoWorld, Byte, MacWorld and PC World magazines.
Requirements:
Quality Logic sought out Soffront Software's TRACKWeb Help Desk to enhance effectiveness of their technical support staff and to facilitate interdepartmental communication between technical support and quality assurance. The company also wanted to merge a number of non-associated data tracking tools into one unified system.
Solution:
The field Engineer for Quality Logic, said, "TRACKWeb Help Desk put our technical support issue tracking and resolution, support contract tracking, product defect tracking, and return materials authorization functions into a unified system that was easier to implement and maintain than the separate databases it replaced."
He explained that the TRACK system was installed six years ago with the purchase of TRACKDefects, and has been used daily since that time. "When we wanted to automate technical support data tracking, we went back to Soffront because we liked their initial defect tracking application."
"We chose Soffront because of their competitive pricing," the field engineer continued. "Overall, Soffront satisfies our need for an easy-to-modify tracking system at the right price. We have grown with Soffront products over the past several years and they continue to offer us the best overall solution."
Results:
TRACKWeb Help Desk was easily modified to fit their particular needs. "The multi-user functionality suited our need to have many technicians and engineers draw data from the system and make inputs to it," he said. "Since installing TRACKWeb Help Desk we have significantly reduced our RMA follow-up workload."
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