Case Study: Answer Quest Technologies, Inc. achieves 75% faster customer support and centralized web project management with Issuetrak

Answer Quest technologies delivers on customer support

Answer Quest Technologies, a Mid-Atlantic firm with 15 years of software training experience that recently added web development, struggled with an email-based support process that made it impossible to track requests, assign work to one of six technicians, or report on past and current issues. President Linda Link needed a way to route client emails directly to the right technician, give visibility into ticket status, and reduce the time she spent assigning and managing requests.

Answer Quest implemented Issuetrak, an affordable hosted ticketing system that converts client emails into routed tickets, provides a client portal and automated status notices, centralizes project tasks and files, tracks critical dates and contractor hours, and allows mobile updates. The system cut Link’s support time by about 75%, enabled faster — often same-day — responses, prevented issues from falling through the cracks, and freed leadership to focus on growing the business.

Answer Quest Technologies, Inc.

Linda Link

President