Tracker Support System

Tracker is built using XLR8 and enables our clients to proactively manage their hosted environment from faults to change requests and service levels. This product has full workflow and reporting options and is part of any Seertech Solutions service offering. Learning Service Provider customers use this product to also support their customers.

All Seertech Solutions clients have free access to the on-line Tracker system. Tracker is a custom built database application dedicated to managing and reporting on client issues. It provides clients with a direct link to the Seertech Solutions team, available from any browser. Seertech Solution's local and international clients rely on the Tracker system to raise issues, monitor progress and guarantee resolution. The system generates emails at all stages of the workflow; from initial raising, through approval, completion and closure. The audit trail and increased communication greatly enhance Seertech Solution's ability to provide the highest level of service to the client. Tracker can be used for all projects and support services. It is a first line system that enforces standard input and subsequent targeting of issues to the correct person. Seertech Solutions monitors all items raised and can escalate where necessary.

• Each client has their own customisable look and feel for the interface (via HTML templates), permitting branding and local instructions.
• Full progress history maintained for all issues.
• Tracker items linked to the invoicing process. Allowing clients the ability to reconcile all chargeable/non-chargeable items on their invoice with the actual work undertaken.
• Access by username/password. Regular users only have access to tracker items relevant directly to them. Administrators can view all items for their business.
• Configurable reports available. Clients can export tracker items to their own internal systems.
• Tracker workflow. Initial Raising > Approval > Assign > Acceptance > Completion > Closure.
• All updates to items generate emails to both client and Seertech Solutions.
• Scheduling and time entering capabilities allow current issues to be tracked against estimates.
• Cost of Sales and Expenses functions. Allows fixed costs or T&M projects to be tracked.