FIT Tracking Solutions provides issue management and resolution solutions to businesses and organizations. Rich in features, our issue management solutions enable you to know in real time, the current status of all management issues and their key performance metrics, allowing you to make effective management decisions. Quick to install, easy to use, and simple to customize, FIT includes a support package that is unprecedented in the industry.

FIT Tracking Solutions are web-based, which means that organizations can track and manage issues from virtually anywhere at any time. Depending on your needs, FIT Tracking Solutions can provide unlimited tracking solutions with our software including consultation, customization and integration, deployment, configuration and hosting.

When issues are submitted to FIT, all associated parties are sent an email notification which lists the details of the issue with a quick summary of what has changed. Instant notification can be assigned to critical issues that might require your immediate attention – so you can follow it at every stage.

Customers can enter an issue using a form on your own web site, using an email address, or you can provide them with a URL to your system where they can login using guest access. They are then able to view the issue and receive notifications through the resolution process.

Invite team members and other members of your organization to collaborate with you on certain issues and projects to streamline communications and track progress of related tasks and accountabilities. Access is controlled using FIT's group security settings, so you can restrict people to certain projects and hide sensitive information from them.

FIT will facilitate improved response time and accuracy by ensuring that each request, complaint or issue is routed to the appropriate person within a team. Staff members will be more effective and satisfied with their role because they are spending more time on productive tasks. FIT's workflow tool enforces best practices to move issues through the resolution process until they are resolved and closed. Individuals are assigned ownership of an issue at each stage and are responsible for moving the issue to the next stage in a timely fashion.

Measure customer satisfaction and use FIT's powerful report and charting tools to gauge your performance levels and identify trends. This view allows you to access accurate, complete and most recent information relating to each issue before you make a decision.

Your FIT system can be used to manage project tasks and action items related to the day to day operations of your organization, special projects and even your marketing campaigns. Assign tasks to team members that include issue status, priority and due date, and provide background information and required documentation to ensure the tasks are done right and done on time.

General Dynamics Canada: Improving collaboration with over 60 subcontractors around the world with the use of tracking communications within FIT Tracking Solutions. Located in Ottawa, Ontario, General Dynamics Canada, is the country's premier defense company.

Finding a cost effective and efficient way of managing issues between the company, General Dynamics, and its subcontractors was paramount to their success. Darcy Byrtus, Acquisition and Procurement Program Manager, Maritime Helicopter Program, General Dynamics Canada says, "As a subcontractor, General Dynamics needed a web based tool that would allow us to better communicate and do more collaboration with our subcontractors which are all over the planet in 9 different time zones."

General Dynamics criteria for finding a solution included finding a company that was responsive to their requirements and flexibility to configure a system specific to their needs. Alcea Technologies Issue Management and Resolution Solutions enabled businesses to know in real time the current status of all management issues and their key performance metrics allowing them to make effective management decisions.

"As FIT contains all the history of the issues in a single location it allows the team to better collaborate on responding to those issues and as far as our subcontractors are concerned it has allowed them to respond more quickly and more thoroughly than they have in the past," replied Darcy Byrtus. FIT takes just 5 minutes to install on a single computer and an hour to configure then it is available to all users within an organization.

Cornèr Bank is an independent Swiss private bank, active across the whole range of traditional banking services; it operates as a full-service bank on the national market and its head office is located in Lugano, in southern Switzerland. It specialises in the sectors of lending, Visa and MasterCard payment cards, as well as private banking, the jewel in the crown of its services dedicated to private clients and offered on the international market. Cornèr Bank was the first bank to introduce credit cards in Switzerland in 1975 and is one of the funding members of Visa International See: www.cornerbanca.com ; www.cornercard.ch

The Organisation and IT division of Cornèr Bank (OSIF) wanted to use a single platform in order to offer its services to the whole Bank (including itself), so far it used BMC Service Desk Manager for the technical departments and the Service Desk; MS Word documents for the Organisation; and a combination of Excel Sheets and Word documents for the Release Management. This caused several difficulties in synchronizing the efforts for solving the requests—that increasingly involved more than one department. Furthermore, the new platform had to ensure the active participation of the Business users in the resolution process.

After successfully implementing FIT (then Fast Bug Track) for the Organisation and Release Management departments working with the Credit Card Division (Cornèrcard), OSIF decided to perform a detailed analysis, in depth and breadth, of the way its departments worked together and delivered their services to the Bank. The choice for the ‘Tool’ required to track such activities was considered secondary to this phase and the options went from the market leaders to any free tracking solution.

Finally, the choice fell on FIT because of the powerful yet simple structure, its sensible customization options and the effective Workflow rules. Despite not being a major requirement, the reporting capabilities of FIT played a fundamental role in its acceptance.

With time, more and more solutions have been implemented as Additional Tracks, making FIT a core application within the organisational structure of several departments in Cornèr Bank.

The most remarkable aspect of the introduction of FIT arguably is the extremely positive reception of the Business users and the resulting added value to their daily activities.

The Prince William County Schools System System (a World-Class School Division) is located in Manassas Virginia and is currently the 2nd largest school system in Virginia. Prince William is a K-12 school system located in Northern Virginia just 40 minutes outside of Washington DC. Prince William County Schools has a current student population of over 76,650*, with over 9,600 employees, 88 schools and is the second largest school system in Virginia.

Provide the capability for constituents (parents, teachers, employees and other members of the community) a way to request information from Prince William County School system and have this request directed to the most appropriate member of the organization to address their request. Our original method for tracking this information was done using a combination of emails and an Excel spreadsheet to store this information and was used to follow-up on each request. The difficulty comes with there being hundreds of requests made and then this information being disseminated using email and no efficient and collective way to keep track of who, what, when and where. We need to answer these questions:

• Who has the issue
• What is the status of each request
• When will the issue be completed
• Where did the request/issue take place, school location, other, etc?

The email and excel spreadsheet is process was used for a sometime and it was clear that tracking requests using this method was not working sufficiently to provide information in a timely manner so we began looking for an automated solution.

We considered building a system using in-house staff which would cost significant amounts of time and money and then considering we did not have sufficient resources available to commit to the effort, it was decided to consider products in the marketplace to solve the problem. Many products were in the market, some expensive and those providing many bells and whistles which most were really not needed. Others systems were really help desk or inventory systems that had been converted to track issues but very few with the real focus of tracking requests or issues.

During the process of locating a product we came very close to selecting a product only to find out that it did not have the appropriate level of security and control on issues and the ability to control each issue down to each department level within the organization. We then came across FIT Tracking Solutions and downloaded the FIT | IssueTrack software and had the software up and running in a very short period of time.

With time, more and more solutions have been implemented as Additional Tracks, making FIT a core application within the organisational structure of several departments in Cornèr Bank.

We required the following in an Issue Tracking System:

• Easy to use and set up
• Ability to notify users by email of tasks requiring their assistance
• Know the status and history of the request at anytime
• Know which staff members that had modified the issue

The need to have a hierarchical departmental level reporting structure which is multi-level. An example of this is that if I am an employee in the Accounts Payable department that I can see all issues for the Accounts Payable department. If the Accounts Payable Department reports to Finance Services and I am in charge of Finance Services, I can see all issues for both the Finance Services and Accounts Payable departments.

The best feature of the system is its ability for companies purchasing the product to be able to customize the look and feel and add additional fields and their relationships and basically provides a customized front end to our organizations needs. From a process perspective it took a little time to understand how requests moved thru our organization using the old methodology. Once these processes were understood we used this information and added over 300 user names to the system along with hundreds of Departments/Groups, their logical reporting relationships, and to setup appropriate level of security.

The system has been up and running for over 2 years with a 99% uptime with our services being securely hosted. Choosing the hosted solution did not require any additional staff, hardware or the need to administer to the system with already overworked staff members. Currently we have thousands of requests being serviced annually and each an every person involved with the solution is identified for future reference along with any correspondence on these issues.