When we launched our new online customer service solution TRACSS in February 2008, we received very positive feedback. We’re now pleased to report a growing take up by many clients with significant benefits.
Wilson Parking, Australia's largest parking operator, uses TRT and TRACCS to support their critical IT systems across their multiple sites including Melbourne, Sydney, Belmont, Perth, Singapore and NZ.
Using TRACSS, staff at any location in Australia or overseas can access one central system to log support requests and track responses company-wide. Rather than having six separate offices making support calls and coordinating requirements, they can now see it all in a central interface via any web browser. This saves them time, hassle and speeds up the resolution times.
Other customers of TRT have also moved to TRACSS this year to help support their IT environments at locations around the world. Individuals from multiple locations now log their requests directly online, receive immediate feedback and then track these requests via the web.
In some instances, this process has replaced weekly detailed conference calls where TRT and the client would run through all the open requests, status and work in progress across the company. With reports available 24/7 and local offices able to manage their own requests, there is a significant saving in management and administration time.
Domenic Romanelli, TRT's Managing Director, is pleased to offer a higher grade of support that improves service quality as well as saving money and time.
"Now that it's running it seems so simple and obvious, but this level of transparency and automation is still very rare in the IT industry. And, as service notes and records are continually uploaded, we're building a valuable resource centre of problems and solutions that's getting better and better.
When a technician or a customer logs in they have an instant history with all the relevant information at their fingertips."
TRT is developing the system further with the development of a configuration management database, integrated billing/invoicing and sales/ordering modules to further streamline the IT management and support process.
Want to get on TRACSS or find out more? Please contact us.
If you're an existing client, log into TRACSS here.
Download PDF of the TRT Service Request Procedure.