IssuTrax™

Unlock efficiency & elevate
guest satisfaction

a robust and flexible maintenance and guest
service automation tool

cruisePAL’s IssuTrax™ features web and mobile solutions that enable customers to optimize shipboard operations by improving service efficiency, response times, issue tracking, communication, and personalization, all of which contribute to guest satisfaction and a positive overall experience.

Centralized Collaboration

Streamlined workflow

Enhanced Guest Service

3rd-Party Integration

Mobile

Centralized collaboration

IssuTrax™ connects your staff, locations, and resources within a centralized system. This enables real-time collaboration, making it easy to create, track, and manage a wide range of requests, including guest service orders, maintenance tasks, safety issues, environmental concerns, and outside vendor work.

Streamlined workflow

With customizable business rules and system configurations, IssuTrax™ ensures that multi-step workflows are defined for each issue type. This guarantees that the right department or user is assigned to the task from initiation to completion,

Enhanced guest service

IssuTrax™ empowers your team to provide the highest level of service when addressing guest-related matters. It streamlines communication and processes, leading to improved guest satisfaction and experience.

3rd-Party integration

IssuTrax™ seamlessly integrates with third-party products such as Property Management Systems (PMS), Private Branch Exchange (PBX), Customer Relationship Management (CRM), and inventory systems. This integration enhances overall operational efficiency.

Mobile

IssuTrax™ offers a suite of mobile solutions tailored for various departments, including housekeeping, guest services, technical teams, and audit & inspections. This mobile accessibility ensures that your team remains connected and efficient on the go.

Product features

IssuTrax™ Web

Gain advantage with the core functionality of IssuTrax™ where users can easily create, manage, track, and report on service tickets and all guest interactions. Improve your overall productivity through workflow automation, real-time updates, and communications. Provide management with a real-time picture of the top guest issues.

IssuTrax™ HQ
Data Warehouse

The headquarter data management and repository is used to replicate data to and from all your vessels. It is used to setup and maintain shipboard static data, configuration, and business rules, while maintaining the accumulated transaction data from the fleet. The reporting system and dashboards help management track and compare ship to ship performance. Customers can also use BI tools to access data and create custom reports and dashboards.

Guest History

The IssuTrax™ Guest History Module is a powerful tool to help shipboard staff be proactive and improve the guest experience by providing them with historical data from past cruises. IssuTrax™ displays a list of all guests sailing on the current cruise who have previously sailed on any of the cruise line ships.  A dashboard will categorize the top issues reported by guests in the cabin as well as provide a list of all the issues, guest interactions, or compensation recorded from previous cruises.

Customer API

The IssuTrax™ Customer API provides customers with the ability to programmatically access the IssuTrax™ Create Issue web service from a guest-facing application. Guests are able to make requests from their mobile device for such things as extra towels, room service, clean-up the room, or report an issue. IssuTrax™ will process the request in real-time and route it to the appropriate department/person. The API can also update the guests mobile device on the status of their request.

Optional modules

xMobile™

xCreate™

xInspector™

xButler™

API

IVR

PMS

Maintenance Interface

xMobile™

Is used by technicians, housekeeping staff and other users who are assigned to complete or fulfil tasks. The main function is to allow these users to remain mobile and automatically receive work/service orders and update the system on progress and completion of tasks while providing valuable data to help management improve processes and maintenance.

xCreate™

Allows users to create service and work orders from their mobile device in real-time. Any user with the app can quickly address a guest complaint or maintenance task and automatically have the ticket routed to the appropriate department for resolution.

xInspector™

xInspector™ is a mobile based inspection app designed to carry out any kind of inspection or audit onboard the vessels. With xInspector™ you define all your questions, response types, assign points to questions, set pass/fail score, auto re-inspections, create tickets on failed questions, set corporate standards, and track departmental and user scores.

xButler™

xButler™ is specifically designed for housekeeping staff and supervisors. xButler™ interacts with the Property Management System (PMS) to capture amenities, special requests, guest details, guest pictures and displays them to cabin stewards by cabin section. xButler™ also contains a cabin status function as well as a supervisor overview of sections and cleaning progress.

IssuTrax™ Customer API

The IssuTrax™ Customer API provides customers with the ability to programmatically access the IssuTrax™ Customer web service from a guest-facing application. Guests are able to make requests from their mobile device for such things as extra towels, room service, clean-up the room, or report an issue. IssuTrax™ will process the request in real-time and route it to the appropriate department/person. The API can also update the guests mobile device on the status of their request.

IssuTrax™ IVR

Allows users to create, update, and close issues in real-time from any phone connected to the PBX system. It adheres to the same workflow and rules as IssuTrax™ web for a seamless and consistent experience.

IssuTrax™ PMS Interface

IssuTrax™ interfaces with the major cruise line PMS providers to capture guest details such as name, cabin number, booking number, loyalty level, etc. when a guest service issue is created.

Maintenance Interface

Query parts in Inventory to view the stock locations and inventory quantity in order to complete a task and track requisitions associated with an IssuTrax™ order. Automatically tracks and displays the status of an order request in the Purchasing system.

Frequently asked questions

How can IssuTrax™ help my business?

IssuTrax™ revolutionizes business operations by streamlining unplanned maintenance tasks, optimizing guest interactions, and providing efficient internal and external communication. Through workflow automation, it boosts productivity, offering real-time insights for effective management decisions. Faster response times and improved customer satisfaction are achieved, and the platform allows comprehensive fleet-wide performance analysis from a centralized system. IssuTrax™ is your key to enhanced operational efficiency and customer service excellence.

How does IssuTrax™ enhance the guest experience?

IssuTrax™ transforms the guest experience by enhancing service efficiency, simplifying maintenance tasks, facilitating clear communication, and offering personalized interactions. As a digital solution tool, IssuTrax™ plays a pivotal role in ensuring a smoother and more enjoyable guest journey.

Can I request custom changes and new features in IssuTrax™?

cruisePAL provides the flexibility to incorporate customized changes and enhancements tailored to your business needs. Our team is dedicated to working closely with clients to align the software to their requirements whenever possible ensuring compatibility and satisfaction.

Do I get product upgrades with IssuTrax™?

All customers with an active support contract receive regular product upgrades as part of their license. At cruisePAL, our continuous mission is to enhance our products, ensuring user-friendliness while also incorporating the latest technologies.

Can IssuTrax™ integrate with my guest user mobile application?

We offer a customer API that can be integrated with a customer’s guest user mobile app. This enables real-time communication and interaction between the app and IssuTrax™, providing your guests with convenient ways to request services, report issues, and access information.