Software keeps track of bugs
A
DriveWorks product story
Edited by the Engineeringtalk editorial team
Jan 27, 2005
DriveWorks has incorporated performance tracking software directly into its latest product release and implemented case tracking software across its entire organisation.
DriveWorks has incorporated performance tracking software directly into the latest release of DriveWorks and implemented case tracking software across its entire organisation.
"At DriveWorks we have a strong commitment to producing robust, high-quality software", said Maria Sarkar, Director of Marketing, "As part of 2005 'Drive for Quality' campaign, we decided to invest in easy to use, easy to maintain tracking software".
"The benefit of embedding the performance software directly into our product is that if a user encounters an issue, the tracking add-in allows them to email the details directly to our developers from inside the software".
"This provides us with a clear trail of what the user was doing at the time of any error message".
"The trail helps us to identify whether there is a bug, an issue or user error which perhaps needs handling in a different way - for example more help files or more user training".
"The software also provides details of the way in which the user's computer is configured".
"This enables us to see instantly which version of the product they are working with and identify potential issues or conflicts with other installed software".
"We are able to respond much more quickly and with the relevant information".
"DriveWorks has also implemented a case tracking solution".
"All information returned to us from the users by the performance tracking software is entered directly into our web based case tracking solution together with all other support calls and emails".
"Data is instantly available to all our applications engineers, developers and managers for rapid response and resolution".
"With Case Track Pro we can make sure that every enquiry is dealt with as efficiently as possible".
"Support history is fully searchable and is enabling us to build our knowledge base which again ensures the user receives a timely and accurate response".
"The software has more than paid for itself in its first week of implementation".
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