Case Study: Industrial Control Repair achieves centralized issue tracking and streamlined asset management with Issuetrak

Industrial Control repair consolidates confusing issue ticketing problem

Industrial Control Repair (ICR), a service company that repairs and manages industrial assets, relied on a four-person IT team supporting about 100 users across the U.S., Canada, and Mexico. The team juggled five different ways to report problems, scattered notes and asset records, and lacked reporting to justify a help-desk purchase; a basic freeware trial proved too limited and would have required significant development to meet their needs.

ICR selected Issuetrak because it met three requirements—Active Directory integration, built-in asset management, and a 100% web interface—then extended the trial with vendor support and rolled it out company-wide. The result was a single ticketing system and knowledge base, better asset tracking (including phones and SIMs), faster resolutions, improved reporting and mobile support, and the ability to scale service delivery with minimal staff growth.

Industrial Control Repair

Mike Driest

Network/System Administrator