Case StudiesWhile BUGtrack was initially targeted to the software development community, its customer list is becoming more and more diversified as it includes companies from different industries - from software to healthcare, from manufacturing to structural, from electronics to retail. More than 6000 professionals in 28 countries, including some of the largest Blue Chip and Fortune 500 companies, currently use BUGtrack. The following case study shows details how Hines, an international real estate firm, adopted BUGtrack's flexible features. 
When investigating a replacement to Citadon - their responsiveness to adjusting the software and meeting our needs was terrible - I tested the following:
Fast BugTrack - I disliked loading a client on all my users machines!
FogBUGZ – Almost as simple as BUGtrack, but their pricing was way out of wack with what I needed. Specific to BUGtrack, I am extremely satisfied with the web based
application and the support I get from SkyeyTech. I am not in the
technology sector, but this technology (web based project management)
improves the business processes within my industry. I am in the commercial
real estate construction industry, and similar to software development we
have "issues" or "bugs" to work out all the time. The biggest benefit for
my industry is the "memorialization" of the issue and the collaboration
leading up to the final solution. Accountability (time stamping and
assigning issues) is another secondary benefit gained from this type of
application. Since the issue and its assignment is visible to the entire
team, the speed of project flow seems to increase dramatically. As the Administrator, I was able to easily setup and manage the business
process models for my industry. Of course, I spent a great deal of time
using test scripts to ensure I was ready to transition my team to BUGtrack.
For the first two weeks, I also made minor tweaks to BUGtrack in the
Administrative area based upon users feedback. From a user perspective, I find that even grumpy old Chicago steelworkers
and electricians can understand the application and are extremely fond of
its speed and simplicity. I first have to get them internet access and
train them how to use a web browser! You'll find most of your problems are
not with BUGtrack, but are with the skill level of your users as it relates
to computers and the internet. Time to time I experienced insignificant problems with BUGtrack,
however, each problem was resolved to my extreme satisfaction with
more than adequate response. I strongly feel this is the best selling point for
BUGtrack. For some strange reason, I like to work at 2AM. I can count
probably 5 times at 2AM that I've logged a BUGtrack issue into SkyeyTech's
CRM system. Immediately I get a confirmation e-mail with a ticket number.
Within a half hour, I've received a follow-up e-mail outlining a theory and
a possible solution. Within 8 hours I've received a satisfactory solution.
A couple times it was a solution that was engineered by "brute force" with a
statement that the next update of BUGtrack would incorporate the change. I
honestly have never waited more than 3 weeks for those changes to get
incorporated into BUGtrack. One day a couple of years ago in the afternoon we lost access for about fifteen
minutes. Since the outage was so short, our business process models did not
suffer. It was more work e-mailing everyone to sit tight and wait than it
was recovering from the outage. I will say that since SkyeyTech has moved
their servers to an Equinix datacenter, we have had no problems. Frank Carr
Hines | 
