IssuTrax™ AVO is a web-based isssue tracking tool developed to assist organizations in tracking business and technical issues and manage them through to their final resolution. Initially developed for the cruise line and hotel market to report faults that occur throughout a ship or hotel, IssuTrax™ has now been expanded to support general issue management such as is required within an IT department.

The primary function of the system is to streamline the communication processes between departments, ensure that jobs are completed correctly in a timely manner, provide job tracking details, report on the status of open and escalated jobs, and provide management with analysis and reporting of performance as it relates to these functions.

Issutrax™ has integrated a guest complaint and guest request module to provide staff and management with a fast, clear, and detailed account of guest related issues. By providing immediate visibilty to issues, staff and management can streamline communications to allow for a professional and efficient service to guests. Furthermore the system tracks communications between guests, staff, and management as well as any compensation provided in connection with the issue that is used for future reference, reporting, and investigation of guests inquiries and complaints.

Highlights

• A Web-based issue tracking and AVO (Avoid Verbal Order) system
• Streamlines the communication process between departments on the reporting of technical and passenger issues
• Can be integrated with handheld wireless devices
• Integrated with an IVR (Integrated Voice Response) system used to update and close issues from any telephone
• Create common or repetitive issues with stored definitions and default priorites
• Issues automatically defaulted to level 1 or level 2 departments
• Issues/Tickets are printed on receipt style printers or emailed to employee, department, or vendor(s)
• Interface to PMS (Proprty Management System) to capture passenger details
• Track passenger complaints, requests, and any compensation provided to passengers
• Maintain history of communications with passengers, work done, and issue resolution
• Track how long an issue has been open and unresolved
• Issues are automatically escalated if not completed within defined time period
• Management and departmental reports automatically emailed
• An "always on" monitor displays escalated issues, new issues and issues that require passenger contact
• Schedule routine tasks or maintenance, transfer issues between departments, and define issues that are waiting for parts
• Uses Crystal Reports reporting tool