ARTech's SAC Issue Tracking was launched in January 2003
in Brazil and is already being used in Bolivia, Colombia, Costa Rica, Ecuador,
Spain, Panama, Paraguay, Mexico and Uruguay. It will be implemented in Argentina
next month.
SAC Issue Tracking is Web-based and enables GeneXus
clients to enter their queries, to be in permanent contact with the relevant
support technician, to keep a record of all incidents reported, and to know the
status of those incidents at any time.
Paco Marjalizo, of ADP (http://www.es-adp.com), a Barcelona company,
points out that in addition to having the support of the DMR distributor in
Spain, "it is both useful and efficient for us to have a way of contacting
ARTech's support service to make queries and communicate issues that we come
across, and also to establish a closer, more direct relationship with the
company. This is even more important for those of us who are far away and on
different time-zones, because contact by any other means would be inconvenient
or difficult." Marjalizo adds, "We can keep a history of issues with no extra
effort, just with the report alone, so we may know on future occasions if we
have already had a problem, even if it occurred in a different department. If
there is a solution, we can apply it without creating a new incident."
The system was developed using GeneXus.NET technology, it
uses SQL Server as its database engine and GXFlow -ARTech's Workflow tool- to
track the whole query process and the people involved in it.
Being able to access the complete history of the support
offered to any incident reported -no matter how many people were involved in it
- is one of the main advantages of SAC Issue Tracking. Thanks to it we have been
able to improve the quality and efficiency of the support service, pointed out
Gabriela Rial, responsible for the implementation of the system.
SAC Issue Tracking registers all queries made by Internet,
phone or e-mail to ARTech's support services and to its distributors in the
countries where it is implemented.
The requirements of over 3000 users in ten countries are
currently being met through SAC Issue Tracking, and the support system will
gradually extend to all GeneXus clients worldwide.
Clients in Argentina will receive an e-mail message with
more details about the use and benefits of SAC Issue Tracking. To use it you
just need to register a Web user in www.gxtechnical.com/register and
be authorized by the company's contacts administrator if you have a current
maintenance agreement, said Rial.
For more information, contact grial@artech.com.uy