Case Study: Montgomery County Memorial Hospital achieves faster issue resolution and 75–80% fewer overhead pages with Issuetrak

Montgomery County Memorial Hospital finds happiness with help desk software

Montgomery County Memorial Hospital (MCMH) in Red Oak, Iowa, faced inefficiencies as its existing help-desk software couldn’t track assets or produce useful reports and required three separate databases for IT, facilities and housekeeping. With a major facility expansion and growing patient volume, staff were resorting to overhead paging and paper requests, prompting the help desk coordinator to seek a more flexible, affordable solution.

MCMH implemented web-based Issuetrak, consolidating service requests and asset records across departments with customizable fields and workflows and giving four full-license staff and ~300 users access to submit or view issues. The system enabled preventive-maintenance scheduling, richer reporting, faster resolutions (often 2–4× faster), and eliminated 75–80% of overhead pages, improving productivity, compliance and staff satisfaction.

Montgomery County Memorial Hospital

Ron Drake

Help Desk Coordinator