This past February, I started a new job as Director of Sales Operations at Thinfilm Electronics in San Jose, California. Thinfilm makes electronics through a fundamentally new printing process rather than semiconductor fabrication, giving us a cost-per-function advantage unmatched by any other electronic technology. Currently, we are ramping up our production and sales efforts to meet strong market demand. Because of our growth, we needed to get a tracking system in place to manage several key functions that were not being addressed in our legacy business systems.Read more.
General Dynamics Canada
Our Challenge: Finding a cost effective and efficient way of managing issues between the company, General Dynamics, and its subcontractors was paramount to their success. Darcy Byrtus, Acquisition and Procurement Program Manager, Maritime Helicopter Program, General Dynamics Canada says, “As a subcontractor, General Dynamics needed a web based tool that would allow us to better communicate and do more collaboration with our subcontractors which are all over the planet in 9 different time zones.” Read more.
Cornèr Bank (OSIF)
Our Challenge: The Organisation and IT division of Cornèr Bank (OSIF) wanted to use a single platform in order to offer its services to the whole Bank (including itself), so far it used BMC Service Desk Manager for the technical departments and the Service Desk; MS Word documents for the Organisation; and a combination of Excel Sheets and Word documents for the Release Management. This caused several difficulties in synchronizing the efforts for solving the requests—that increasingly involved more than one department. Furthermore, the new platform had to ensure the active participation of the Business users in the resolution process.Read more.
The Prince William County Schools System
Our Challenge: Provide the capability for constituents (parents, teachers, employees and other members of the community) a way to request information from Prince William County School system and have this request directed to the most appropriate member of the organization to address their request. Read more
City Of Reno, NV
The City of Reno had been using Microsoft Sharepoint for their intranet needs. Several departments used this environment to track issues or tasks assigned to staff. As dependency on these lists grew, they found that they were growing beyond the basic Sharepoint functionality. They looking for a Help Desk type solution rather than a project management tool since most internal staff resisted the complexities of PM tools. After researching several companies, they downloaded FIT|HelpDesk, and had the software up and running in 30 minutes. FIT met all these requirements and was cost effective.Read more
Federal Reserve Bank Of New York
The HR department within the New York Fed, was faced with the problem of effectively managing requests coming from different areas of the bank. Since, FIT was already at use in New York Fed, as a defect tracking tool, HR was already exposed to it in other projects. HR group reached out to us to implement the desired solution. Read more
GX Technology was looking for a cost-effective tool that would get organizational buy-in. They chose Alcea Technologies’ FIT software with the Database Module and are making the most out of this flexible and configurable tool by employing it to track problems, capture best practices or hints and tips, conduct peer reviews and track and organize testcases. The FIT software has kept issues from falling through the cracks and has kept the GX Technology team informed and up-to-date on issues related to them. Read more.
iComp switched from a manual system using Excel spreadsheets and found that because it is web-based, their users can access the tracker from multiple sites increasing their efficiency. A bonus they discovered is the ability to allow their customers to interact with them through FIT’s anonymous entry feature. iComp has introduced a new customer service area to their web site that allows users to input and track bugs right to their system. Read more.
Gilmore Global has consistently looked for better ways of analyzing both the types of inquiries that it receives as well as the resulting communications that are necessary to resolve each of its client’s issues. This ongoing analysis provides Gilmore Global with the critical information necessary to develop solutions and tools required to improve overall customer experience. While email has proven to be a flexible and convenient tool for client communications it is cumbersome to manage across teams and it can be difficult to use in effective issue tracking and management. Read more.
True Digital Content And Media
We are a small development team remote from the corporate headquarters in Bangkok, Thailand. Projects being developed in California are tightly integrated with Bangkok projects and services like QA, Operations, and IT are handled by Bangkok team members. The time zone difference and physical distance makes it easy for the extended team members to lose track of the status of open issues.Read more.