iComp: Improving Customer Relations with the Use of Anonymous Issue Entry

Located in Kent, Washington, iComp is a software company that develops a vertical market application to manage the complexities of the Workers' Compensation arena. More than just a claims processing tool, iComp is designed for third party administrators and self-insured companies. Its graphical user interface helps users work more efficiently.

The Challenge

iComp needed a system to track bugs as well as features and other requests made by their customers. iComp had been using Microsoft Excel spreadsheets to manually track these issues but felt a more sophisticated system was required to manage their process and facilitate new service offerings to their clients.

It was critical that the iComp team be in full control over their data and they preferred the purchase of a software licence over a hosted subscription service.

The Solution

Through web searches, discussions on user groups and referrals, a shortlist was developed and iComp chose to purchase Alcea Technologies' FIT software to track bugs and issues.

FIT's web-based architecture allows multiple users and sites to easily collaborate using their standard web browser — users do not need to install client-side software and many users can be logged in at one time from practically anywhere.

To facilitate improved customer relations and increase the quality of their products, iComp uses FIT's powerful anonymous entry feature. This allows users to enter bugs and feature requests right from a form located in the support section of the iComp web site rather than log in to the system. When users enter an issue, they receive an email that includes a bug ID number, so they may view and track the status of the issue.

Internally, iComp also uses FIT to track licensing information and other documentation.

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