JobTraQ® Case Study: IT Firm

Field Service / Network Engineering Firm

Using JobTraQ® helps busy IT firms by providing a rapid method of deploying support requests, intuitive notifications to alert staff, real-time updates to end-users, and an easy to use interface for storing all of the data about a particular request from start to finish. Basic reports and flexible data extracts allow service managers to track completion rates, staff loading, service type utilization, etc. allowing them to better manage resources.

JobTraQ®'s accountability ensures that low-priority tasks no longer "fall between the cracks". Managers or dispatchers are given access to the JobTraQ® system as an administrator. They are able to create, modify, assign and re-assign JobTraQ® "tickets" as well as managing the JobTraQ® system. Technicians and engineers are notified via email when they are assigned to new tickets. That email can be re-directed to cell-phones, and text-pagers, etc. to insure rapid deployment of resources to critical issues. JobTraQ®'s sophisticated sorting, searching, prioritization and scheduling features enable technicians to stay on top of a rapidly changing workload and to do it from anywhere, anytime. The ability for users to create their own service requests is a feature that many organizations take advantage of to reduce the stress on busy dispatchers by offloading the manual process of entering low-priority service requests.

JobTraQ® users are able to attach files to JobTraQ® tickets allowing the upload of screen shots, error logs, etc. Technicians can close a ticket after attaching the "patch" file used to resolve a technical issue. This allows JobTraQ® to become a searchable knowledge base of solutions, providing team members with instant access, from anywhere, to the experience of peers with attached files providing deep insight and updated code, or a network diagram to help solve problems.

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