Case Study: Southland Benefit Solutions achieves faster help desk resolution and SOC 2-compliant change management with Issuetrak

Help Desk Resolution needs are met for southland benefits solutions with Issuetrak

Southland Benefit Solutions, which administers benefits for hundreds of thousands of covered lives and processes thousands of claims each month, relied on a three-person IT team supporting 60 employees across two locations. The team managed all support requests through Microsoft Outlook, making it difficult to assign, track, or report on issues quickly—slowing productivity and customer service.

Southland deployed Issuetrak on-premises to automate email-to-ticket creation, integrate with Active Directory, and provide customizable workflows and change-management controls for SOC 2. The solution enabled automated notifications and escalations, faster setup and reporting, consolidated change documentation, reduced manual reporting time, and improved ticket resolution and employee satisfaction.

Southland Benefit Solutions

Craig Stewart

Technology Manager, Information Technology