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Online Issue Tracking: Connecting the dots

June 2nd, 2009 by Pat Rundall in EnterpriseWizard, Online issue tracking

Use silos to store crops – not your issue tracking data Silos are great for corn. Bad for confining online issue tracking systems.

Our office is located in Ames, Iowa. We don’t have to go far to find silos. These massive storage bins dot the central Iowa landscape – storing and segregating various crops until they are ready to be used.

Consider the typical organization (whether it is a company or a non-profit). Silos everywhere.

Organizations that have many departments may use several issue trackers ranging from Post-It Notes to elaborate databases. Unfortunately, these are often disconnected systems. For example, folks in the sales department may be able to access their web CRM but not have access to product returns from key clients… that’s data that is locked in some repair tracking software.   The quality department might want to create a Quality Dashboard for their Web-based Quality Management System (QMS) but have their efforts thwarted when they realize that customer complaints are stored elsewhere.

A crude diagram of a disconnected organization might look like this:

Typical company data management

Some things to note about this disconnected organizational data management model:

  • Outdated, out-of-sync databases. Key pieces of data are stored in multiple places. Each department has its own customer contact records for example. When the repair department hears from a customer that his address has changed, the repair tech might update the repair tracking software… but he’s unlikely to update every database in the organization.
  • Ambush alert: Critical data is not accessible to all stakeholders. For example, the marketing and sales staff would like to have the best possible “view” of the customer. They may have a crude “sales dashboard” in their CRM… but they need more. Much more. If a regional territory manager doesn’t have a good idea of the quality & support issues that impact his customers, he’s very likely to be ambushed during a customer visit.

EnterpriseWizard is an effective online issue tracking system – designed to help you “connect the dots”. If you need issue tracking software that is flexible, affordable and can be configured in hours rather than months (all via the web), then EnterpriseWizard should be at the top of your list.

We’ve added a new section of the website to show you just what we mean:
Issue Tracking Software: Connect the Dots

Consider what will happen once your repair management software, customer complaint system and online tech support database are all one-in-the-same.

Please take a minute to look it over. Let us help you better understand how to remove some organizational barriers and inefficiencies with great web-based issue tracking software: EnterpriseWizard.

Get rid of the silos in your company today.