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Becoming a Proactive Software Solutions Provider - An XYPRO Technology Corporation Case Study

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Executive Summary

XYPRO Technology Corporation provides consulting services and software products to companies who manage and transport business-critical data on a large or very large scale. With a growing business and more new customers, Xypro needed a mechanism to keep track of all the different support questions coming in, find out who was taking care of the customers, help support personnel resolve issues in a timely manner, track issues from beginning to end, allow sales personnel to focus more on generating new revenue vs. support, provide a high level of security between customers and take them from a reactive support mode to a proactive role with customers. Since using PhaseWare's Tracker, Event Engine, and Self Service Center products, Xypro has been able to truly get a handle on their growing company's support needs.

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