The Secret Behind Exceptional ServiceOne Solution for Your Issue Tracking, Service Desk, Customer Support and Process Management Needs

Powerful Software. World Class Support. Outstanding Value.

Who is IssueTrak?• Founded in 1992• First version of IssueTrak

released in 2000• 1700+ clients in 36 countries• Customer satisfaction rates over

95%• U.S. - based support and

developmentOur GoalTo help your organization more efficiently track issues, reduce costs, and ensure continuous improvement through effective process management.

Our MissionTo be our customers’ best software partner.

What We Do

IssueTracking

ProcessManagement

Help DeskCustomerSupport

Provide Outstanding Service•Keep issues from falling through the cracks•Assign tasks automatically to speed response time and

resolution•Standardize responses to improve quality

Improve Communication•Keep staff, managers and customers on top of issue

status•Document and share best practices for handling

common situations

Control Costs•Quantify time and money spent to resolve problems•Track and optimize issue management; streamline

procedures•Train staff in how to handle issues•Give customers a way to help themselves

Why Track Issues?

Our Customers

Asia/Pacific Australia New Zealand Thailand

Caribbean Aruba Barbados Bermuda Dominican Republic Jamaica Puerto Rico St. Lucia

Europe Czech Republic Denmark Germany Netherlands Northern Ireland Scotland Spain Sweden Switzerland United Kingdom

International Customer Locations

Central & South America Costa Rica Mexico Venezuela

Middle East & Africa Ghana Israel Jordan Nigeria South Africa United Arab Emirates

North America Canada

• High-quality software with extensive features, an impressive ease of use, and the flexibility to adapt to your organization.

Powerful Software

• IssueTrak's award-winning Virginia-based technical experts quickly resolve any problems and consistently exceed expectations.

Fast Response Support

• Unlimited standard users, 55 free capabilities, unlimited issues, and flexible purchase options.

Outstanding Value

The IssueTrak Difference

Issue Management◦ Optimal issue management through simplified tracking, communication

and resolution of issues.

Process Management ◦ Continuous improvement through effective process management.

Knowledge Management ◦ Capture and preservation of accessible institutional knowledge.

Reports Management◦ Actionable management data via a range of automated Reporting tools.

IssueTrak Software Delivers

Powerful Software

System CapabilitiesEffectively manage and track the items that are important to you using features set-up according to your own business practices.

Customizable FeaturesSimple checkboxes allow you to turn on only the features you need.

Self-ServiceAllow your users to input and update their own issues and search for commonly needed answers.

Reporting CapabilitiesMultiple reporting options allow you to quickly access information and provide it those that need it.

Flexible

Leverage for Multiple Uses

• IssueTrak handles everything from IT help desk to issue tracking, process management, or customer support .

Numerous Industry Applications

• IssueTrak is currently used in a wide variety of industries including healthcare, government, education, manufacturing, and telecommunications.

Customizable Configuration

• IssueTrak is flexible and can be easily configured through simple administrative tools such as check boxes and text. IT assistance is not required for customization.

Technical

The only technical limitations to the size of your system are the limits of the server’s capacity. According to Microsoft, SQL’s maximum capacity is the number of records it would take to fill 524,000 Terabytes of data.

Licensing

IssueTrak can scale with your business. There are no minimum license quantities to purchase. The number of free users or amount of issues on your system is unlimited.

Scalable

Easy to UseConfiguration is easily done through checkboxes so no programming knowledge is required.

Easy for your Staff

• IssueTrak software is easy to use and your staff can handle issues from anywhere they can access the web, even through a mobile device.

Easy for your Customers

• Allow your users to submit and update their own issues through the web portal or by email.

Rapid Deployment

• The web-based software is very easy to set up – an automated installer walks you through the steps. You can be up and running in as little as 60-90 minutes.

IssueTrak allows you to map:

Complex organizational structures by:• Customers or Subsidiaries • Locations and Regions• Departments• Groups

Processes◦ Standard Procedures◦ Ad-hoc Processes◦ Approvals

Complex hierarchies by:• Classes• Issue Types• Subtypes

Easy to Map

Add-On ModulesAdditional tools that help streamline your process.

a

Active DirectorySynchronize all users within

your existing Active Directory, enables single sign on.

Incoming Email Processor

Allows your users or customers to submit

support requests through email.

SurveysGenerate automated online

surveys, send them to a target audience, collect and analyze

your results.Billing

Invoice billable items directly from IssueTrak. Includes

customized invoice and work order templates.

Asset ManagementCaptures detailed hardware and software information,

tracks software compliance, and maintains inventory of both IT and non-IT assets.

Comprehensive and Accessible

Unlimited telephone, email and web support

All support services are US based.

Quick Response Developer TeamIssueTrak has a formal "Quick Response" group -- a team of Developers dedicated to providing a fast and integrated response to more complex technical or code-related issues.

Technical Support

IssueTrak Professional Services

Training Options• Onsite – personalized one-on-one time with a trainer• Remote – hourly configuration, training, consulting

Service Packages• Administrator – how to support your processes and

procedures• User – how to submit issues, search, use knowledgebase,

more• Jump Start – quickly configure IssueTrak for new customers• Tune Up – help existing customers optimize new releases

“IssueTrak is staffed by experts who helped us assess our operational needs and provided deployment, best practices and integration services.  Pro Services took our business personally.  They listened to us and delivered value.”

Dione Carlock, Maricopa County

What Customers Say

“My experience with IssueTrak has been wonderful. The product is easy to use and the support is great!”

Norm CushingUniversity of Arizona

“I am most impressed by everyone I have ever dealt with at IssueTrak.

Terry SmithVerizon

“I can honestly say that there is no software vendor I deal with that gives me the level of support and attention everyone at IssueTrak does. Thank you for all of your help and I look forward to bigger and better things from both your software and your company.   ”

Donald FarlandRaytheon

“First, I really appreciate your teams’ support. No matter how small, insignificant, or critical, your support team treats each call respectfully and professionally. Knowing someone will respond in a timely manner and pleasantly is that ‘Nordstrom’ customer service we love here in Seattle.  The software is running stable, strong and meets our expectations; a rarity in the software world! Everyone, from engineers to the callers are loving the new tool!Thanks again! Keep building a great product.” 

Dan Orme-DoutreMicrosoft

IssueTrak Mobile

Real-time data access

Instant data synchronization

Rapid service delivery

Increased customer satisfaction

Immediate deployment

Nothing to install

Name: Title: Email:

IssueTrak, Inc.249 Central Park AvenueVirginia Beach, VA 23462

1.866.ISSUETRAK (866.477.8387)1.757.213.1302

www.issuetrak.com

Contact Us

“The IssueTrak solution has worked very well for us, it seems to be exactly what we were looking for. We really appreciate the fact the support, design team, and sales team has been very accommodating and responsive to our questions and requests. The customer service plays a large part in that satisfaction.”

Lynette Holiday Michigan First Credit Union

“I'm very satisfied. It's very simple and it helps me stay organized. "

Project ManagerWhittaker Controls