Case Study: Vigor Industrial achieves centralized tracking, faster SLAs and SOX-ready audits with Issuetrak

Tracking Help desk requests now easier for Vigor

Vigor Industrial, the largest shipyard in the Pacific Northwest, manages thousands of construction, maintenance and inspection tasks for government and commercial clients. The company’s IT team originally tracked help-desk requests and approvals by email, which made prioritization, trend reporting and Sarbanes-Oxley audit documentation slow and error-prone — an increasingly untenable approach for supporting about 800 employees and complex client work such as Navy carrier inspections.

Vigor adopted Issuetrak for centralized ticketing, workflows, a knowledge base and a licensing model that gives broad access without extra cost. The system automated assignments and escalations, scaled from IT to manufacturing, payroll and test-inspection processes, and provided dashboards and reports for hundreds of inspections per month. As a result Vigor now meets SLA targets (two-day turnaround 98% of the time), streamlines SOX audit evidence, reduces training overhead with a single tool, and gains better visibility into recurring issues and process compliance.

Vigor Industrial

Leonie Markgraf

Information Systems Manager