Electronic Tracking System Provides Basis for Semi-Annual Release
PCIS recently distributed its semi-annual release to clients. This release includes several exciting development enhancements and client requests that have been made to the PCIS GOLD® system during the past few months.
PCIS has adopted an easy, efficient system of receiving and tracking customer requests. Customers are able to make requests by accessing a secure customer session through the PCIS GOLD® Web site. Once in the secure session, customers can directly participate in the enhancement and problem notification process by specifying instructions and sending the request using an electronic file.
"It’s nice," says Val Thurston, Director, Client Services, "because the customer’s instructions, along with all supporting correspondence, are permanently attached to the file. This way we won’t lose any information as it moves through different departments, and the information is always available to anyone reviewing the file."
Once PCIS receives the electronic file, the information appears on a customer service representative’s To Do list. The customer service representative evaluates the client’s request, and, if he/she is unable to resolve the problem, sends it to a review committee.
The review committee determines what to do next. If the request requires programming, the file is sent to a programmer and automatically appears on his/her To Do list. Once the specified changes have been made to the system, the application undergoes Quality Assurance testing to check for and eliminate minor glitches. The new application is then sent to documentation. After that, PCIS conducts internal training before officially releasing the new version of software to clients.
Throughout the entire process, the customer is able to see where his/her request is in the development process via an online Watch List feature. Using this feature, customers can generate reports and access a complete history about the request that is time-, date-, and user-stamped at each step in the process. The history also includes all comments about the request, as well as any additional action items and/or notes.
This system has facilitated better organization and timely production for both clients and PCIS employees. For example, this past release included over 120 enhancements—all done at no extra charge—submitted by clients. Thus, clients are ultimately able to help mold the system.
"It’s had a very positive impact on communication and tracking, both internally and with our clients," says Thurston.
