Case Study: TriTech Software achieves dramatic productivity improvement with TechExcel ServiceWise

Using ServiceWise, TriTech achieves a dramatic improvement in productivity

TriTech Software Systems, a San Diego-based developer of public safety dispatch software, needed a better way to manage growing customer support demands after its homegrown system became difficult to maintain. TechExcel’s ServiceWise, along with DownloadPlus, was selected for its ease of use, reporting, and flexibility to support TriTech’s technical services team and customer self-service needs.

TechExcel implemented ServiceWise as TriTech’s primary issue management system, with automatic routing, escalation, and web-based issue submission, and integrated DevTrack for defect tracking. The result was a major productivity boost: TriTech expanded from 10 to 17 users, improved response handling, gained better reporting and productivity visibility, and reported a dramatic improvement in its support process.

TriTech Software

John Selters

Vice President of Technical Services