Case Study: Hathaway Systems Division achieves rapid, customizable issue tracking and exceptional support with Issuetrak

Hathaway Systems division loves support Issuetrak provides

Hathaway Systems Division, a Qualitrol subsidiary that supplies systems automation, process calibration and motion control solutions to the power industry, needed a better way to manage customer support. Its five-person Product Support Group served 50+ industrial customers but was stuck on a homemade Access database that was clunky, prevented customer self-service searches and didn’t allow customers to report issues easily.

Issuetrak delivered a customizable, cloud-based tracking solution with responsive onboarding and hands-on support, getting Hathaway up and running within two days. Issuetrak added features Hathaway requested (automated time-tallying and tailored reporting), required minimal training or maintenance, and enabled faster, more transparent issue tracking and reporting for both the support team and its customers.

Hathaway Systems

Lynn Bales

Systems Administrator