Current Problems & Issues - IT Help Desk & Customer Service Software

Before you begin documenting feature needs and requirements for a new call tracking system or any application, it is important to thoroughly understand why the current system is not working well. We suggest that you play the role of an outside consultant with no agenda. Do not begin with the premise that all your problems will be solved with a new call tracking system. It is more important to understand exactly what is wrong with the current system and determine if it can be fixed.

Carefully probe the pain points of the current call tracking system with all the stakeholders. Is it properly configured and customized? Have company requirements, workflows and processes changed over time? Was the system initially set-up correctly? Has there been significant employee turnover with the team responsible for configuration and customization? Your company may need the newest release with bug fixes; new, more powerful servers; new functionality; or a major new release with an entirely new reimplementation. If required, consider hiring consultants to help you better understand the more technical aspects of the configuration and customization.