Case Study: Neptune Equipment Company achieves centralized asset tracking and streamlined customer support with Issuetrak

Neptune Equipment keeps tabs on hundreds of assets with Issuetrak

Neptune Equipment Company, a three-generation, family-owned Cincinnati firm serving the water utility industry, was struggling to track hundreds of technical assets and customer products across inventory, repair, and leased sites. Excel spreadsheets couldn't manage location, maintenance or support needs, and the company also needed a better help-desk solution and an online customer portal to log and track issues.

Neptune implemented Issuetrak, configuring 25 asset types and linking every asset to either the company or one of 178 customer organizations, tying assets to tickets and automating notifications to sales reps. The centralized portal and custom reports gave staff and customers real-time visibility, reduced confusion and support calls, improved asset accountability (preventing costly losses), and provided actionable insights on maintenance, renewals and service trends. Management reports Issuetrak has greatly improved support and asset tracking and plans to expand its use.

Neptune Equipment Company

Leigh Kalbli

Technical Services Manager