Case Study: University of Pennsylvania achieves streamlined inquiry tracking and faster resolution with Issuetrak

University of Pennsylvania - Customer Case Study

The University of Pennsylvania’s Accounts Payable, Payroll, and Tax departments were handling thousands of invoices and over 3,000 monthly inquiries but lacked visibility and tracking: staff couldn’t see who was submitting requests or how they arrived, inquiries weren’t consistently routed to the right person, confidentiality was at risk, and many requests sat idle or slipped through the cracks, causing delays and frustration.

Issuetrak was implemented to log and manage incoming requests, segmenting departments so teams see only their own work streams and maintain confidentiality. The system enabled staff rotation into help-desk lead roles, improved customer service, and provided work orders, surveys, and automated reporting to ensure tasks are completed and closed on time—resulting in better tracking, faster resolution, and measurable feedback on service quality.

University of Pennsylvania

Michael Popko

Director of Disbursements