Catalyst Repository Systems - Case Study

The following case study is based on an email interview conducted with Bruce Kiefer, Vice President at Catalyst Repository Systems.

Catalyst Repository Systems, like many organizations, was intensely focused on developing their core business and loosely managed customer service inquiries through email and bug tracking software. As Bruce Kiefer, Vice President, found after joining the company about 2 years ago, these 'solutions' quickly broke down and could not effectively manage the customer service operation.

Armed with goals such as visibility, consistency, accountability and flexibility, Bruce's team led the charge to find a suitable help desk solution. After reviewing about a dozen applications, including SalesForce (implemented within the sales team), they eliminated most from consideration because "notes were not discrete events but simply added to a log or there was an assumption that assignment to an anonymous group was a good idea."

HelpSpot was implemented in 2006 after being one of the few products to fulfill their goals and requirements. It currently supports the 50+ staff members that work at various levels to address customer inquires. Bruce and his team have found the largest impact on their customer service operation has been "without a doubt...centralized tracking. Now, data is visible and belongs to the organization, not to the employee's inbox."

Catalyst has grown to depend on specific HelpSpot features such as time tracking, Live Lookup and filters to "make better business decision about work volume", integrate accounting and customer data, as well as eliminate the need for separate time slips.

Now that HelpSpot has been fully integrated into their organization, Bruce can say: "HelpSpot has helped our business. It has taken a year for the company to get behind ticketing, but we are achieving our goals of awareness and visibility."

About the Company:
Catalyst Repository Systems, formally known as CaseSHARE, specializes in providing high-volume repository and collaboration systems. Clients use their systems to manage and coordinate large volumes of documents for use by distributed teams as well as those within the legal, financial, and insurance sectors.

For more information on their products and services, visit them at http://www.catalystsecure.com.