Case Study: Global Transcription Resources achieves 70% faster issue resolution and a 30% reduction in customer attrition with Issuetrak

Issuetrak Helps Global Transcription Resources Increase Performance

Global Transcription Resources, led by General Manager Chris Burris, was losing customer satisfaction because support ran through unstructured e‑mail. With no audit trail, individual accountability, or visibility into issues, tickets fell through the cracks, customers repeated requests, and the team had no way to measure or improve performance.

GTR implemented the web‑hosted Issuetrak ticketing system—quick to set up and easy to use—and made it mandatory across the organization and suppliers. The platform provided clear workflows, dashboards, reports and supplier scorecards; as a result GTR saw a 70% reduction in time to close issues, an 80–85% improvement in turnaround, a 30% drop in customer attrition, and new uses for tracking sales leads, resource planning and supplier performance.

Global Transcription Resources

Chris Burris

General Manager