Case Study: CarPro Systems achieves global support visibility and improved service quality with Issuetrak

Customer Support Software drives insight into CarPro customers

CarPro Systems International, a Netherlands–based provider of ERP software for car rental and fleet management, needed better visibility and control over its global, 24/7 customer support operation. As the company grew, its legacy support application became limiting — Rob Terpstra, CEO, wanted a clear workflow for each call, consolidated reporting across six support offices, and access to decades of customer history to improve service delivery.

CarPro implemented the Web-based Issuetrak platform, migrating more than 25,000 historical records and training staff quickly to use a single, globally accessible instance. Issuetrak’s workflow, automated notifications and surveys, and expanded reporting and dashboards standardized case handling, cut support costs, and enabled data-driven improvements to service, software and training — giving CarPro better quality assurance and insight into customer issues.

CarPro Systems

Rob Terpstra

Owner and CEO