Case Studies



Todd Herman

Many of you may think the only projects we do are large, complex, and highly technical. Of course, we do such projects, and we do them very well, too. Regardless
of project size, we always work to meet our clients' needs in the most pragmatic and expedient manner possible.

Keep it Short and Simple

This month's e-update is a case study of an application which followed the K.I.S.S. principle — "Keep It Short and Simple." Our client neither wanted nor needed a full-blown call tracking application, because this would have run counter to their goals of cost, simplicity, lightning-fast data entry, and quick deployment. When I first saw this application, I was blown away by how fast it was — and I am not easy to impress.

So, following the K.I.S.S. principle myself, I will let the case study stand on its own.

Todd L. Herman

Todd L. Herman

Case Study: Developing a Fast and Simple Call Logging and Tracking System


This medical services company had grown rapidly, as a result of new services and acquisitions. In their Billing call support center, the number of personnel and the number of calls received had both increased. Additionally, the method of tracking and documenting these calls was inconsistent among call support representatives, with both electronic and handwritten notes being kept.


There was no way to electronically track calls for research and reporting purposes in the Billing call support area. This affected how well our client could:

  • Document and retrieve answers given to its customers' billing questions.
  • Identify issues which required fixing a problem in the quoting, pricing, ordering, fulfillment, or billing functions.
  • Evaluate the efficiency and effectiveness of its call support representatives.

Furthermore, an off-the-shelf call support application was not desired, because of both cost and complexity.


We developed an easy-to-use Microsoft Access application for this client's call support representatives, specifically tailored to allow extremely quick documentation of all incoming calls.

200803 calllog

The Call Log Tracking System allows users to monitor, view, and document incoming and open calls. The User Queries function permits calls to be searched by log date range, resolution date range, caller category, or call support representative. When a call is received, the Quick Log Entry button brings up a New Quick log, as shown below.

200803 quicklog

The New Quick Log is used to document calls from clients, sales representatives, vendors, technicians, and installers. Predefined values, type-ahead fields, and tab-over functions enable call support representatives to quickly complete the log entry, ensuring accurate and efficient documentation throughout the department.

This Access application contained many techniques — such as automatically advancing to the next field, type-ahead picklists, and keyboard-only navigation (no mouse required) — to allow a new form to be created in less than 1 second and to permit complete data entry in less than 60 seconds.

Results & Benefits...

This call logging and tracking application enables client personnel to more quickly and efficiently serve their customers, by documenting the research of problems and resolution of issues. Since its inception 12 months ago, over 9,000 calls have been entered into this searchable database in order to:

  • Monitor call support representative's productivity.
  • Analyze client activity.
  • Diagnose and resolve recurring operational issues.
  • Quickly resolve open calls.

The Manager of this department describes the Call Log Tracking application as a very useful and valuable tool.


Our client benefited from our ability to both quickly analyze their needs and efficiently develop a customized application meeting their goals for simplicity, low cost, fast operation, and quick deployment.

For More Information...

To discuss how technology usage and business process improvements could be applied to the issues facing your business, call us at 336.297.4200 to schedule a no-obligation consultation, or click here to contact us online.

Popular Case Studies

Applying Technology to Reduce Unbilled Charges

Accession Inventory graphSometimes, brute force gets a job done. Sometimes, a little finesse is all it takes. Other times, you need to combine the two to accomplish your goal!

Investing vs Spending

AvaCare-screen-shot-v4What's the difference "investing" and "spending"? From the perspective of current cash outlays, nothing is different - yet, taking the long view, there's a great deal of difference.

Deliver Major Cost Savings by Using Technology and Improving Process

Read how this fast growing company partnered with Todd Herman Associates, and found short-term and long-term cost savings through technology and process.

Making Reports Useful: A Case Study

Read how a CIO found a profitable innovation idea in the way the business delivers lab reports.

Activity Versus Achievement

Establish Accountability and Evalutate Results

The Wall of Knowledge

Clarifying Business Needs

Ending the Spreadsheet

Managing Job Costs and Timelines

Tip of the Iceberg

Delivering Meaningful Information to Executives

"Culture" is a Verb

Redefining "The Hottest Topic in Business Today"

Category:Leadership Relationships

Start transforming your business and yourself by signing up here:


Business Book Reviews

Need more resources for growing your business? Get great business book suggestions from Todd.

Leadership Lessons to Take to the Pool

Image It Doesnt Have to be Crazy at Work(June 2019) Do you believe books on leadership have to be heavy, in both tone and weight? If so, these three books should convince you otherwise.


Good Things Come in Small Packages

Putting Your Employees First(June 2018) You've likely heard the phrase "Good things come in small packages." You might also wonder "How does that apply to books?"


A Picture Is Worth a Thousand Words - 2017 Summer Book Reviews

thebackofthenap (June 2017) Is a picture truly worth a thousand words? Todd's annual summer book reviews cover four books that have helped either hone thinking skills by using doodles and simple drawings, or spark ideas for improving doodles or other visuals.


Nothing Changes Until Somebody Feels Something

Whoever Tells The Best Story Wins(June 2016) Hugh MacLeod of Gapingvoid Art gave Todd inspiration for this summer's book reviews when he said "Attach emotion to logic and anything is possible" — A common thread in the four books Todd reviews.


Free Range Staff — 2015 Summer Book Reviews

Leadership and the One Minute Manager book cover(June 2015) Todd describes his idea of how to develop "Free Range Staff" — Employees who can take an idea, develop and run with it with little or no supervision — as he reviews four books he uses to teach and develop his staff.

Interested in reading past case studies? Visit the Case Study Archive.

Todd Herman Associates


620 Green Valley Road
Suite 104
Greensboro, NC 27408

About Todd Herman Associates

Todd Herman Associates is a business technology consulting firm focused on non-routine technology issues such as replacing QuickBooks, getting two systems to "talk" to each other, shrinking process cycle time, and taming large volumes of data.