EDISON, N.J.--July 11, 2006-- Flexible Design, Comprehensive Feature Set, Workflow Automation and Broad Range of Integrations Make FootPrints "Tool of Choice" to Centralize and Manage Help Desk and Customer Service Operations
UniPress(R) Software, Inc., a leading mid-market provider of 100% web-based service desk automation software, today announced that FootPrints(R) offers a flexible platform to centralize and automate help desk and customer service operations, as well as other strategic business processes. While customers typically make their initial purchase of FootPrints for either help desk or customer support automation, UniPress finds (through customer surveys) that many organizations have expanded their original support implementation to this "dual-use strategy." Customers cite the system's comprehensive feature set for both internal and external functions, customizability without programming, unlimited multiple project capability, and affordable total cost of ownership as reasons why they have expanded their original FootPrints implementation.
FootPrints provides a comprehensive 100% web-based system to manage help desk and customer service operations. The software's web-based architecture, ease-of-use, customization, automation, workflow, and integrations allow organizations to build a comprehensive service desk platform themselves, without programming. With FootPrints, they are up-and-running in just days with centrally managed tracking for all incoming customer requests from multiple sources (phone, email, the web, live chat, and wireless devices) along with extensive workflow and business rule automation, self-service online, knowledge management, two-way email management, service level management, comprehensive reporting capabilities, and much more.
"We use FootPrints for most of our business processes including internal/external support, online self-service, enhancement requests and bug tracking, vendor management, contract management, and site consultations," stated Jef Sutherland, Vice President of Information Services for Kampgrounds of America - North America's largest system of franchised and company-owned campgrounds. "At first we were using FootPrints as a tracking system for a small number of campgrounds, but after realizing the product's full capabilities, we deployed it to all areas of our company."
For the help desk and IT support automation market, capabilities of FootPrints include centrally managed incident problem and request tracking, comprehensive workflow automation, self-service online, knowledge management, two-way email management, and extensive built-in and custom reporting. Add-on capabilities include automated IT asset management, change management, dynamic access to LDAP-based corporate address books, live eSupport, and more. FootPrints also supports industry best practices and is ITIL(R) compatible.
For the customer support/eService automation market, FootPrints provides the same capabilities described above plus the ability to centrally manage all incoming requests from multiple channels, including phone, email, the web, live chat, and wireless devices. Add-on capabilities for the customer support market include integrations with existing telephony systems, dynamic access to SQL-based corporate databases, and integration with sales automation tools such as Microsoft(R) CRM, Salesforce.com(R) and Salesnet(R). By deploying the FootPrints Customer eService portal, organizations can provide self-service online through their websites 24/7. This gives customers the ability to submit and track their own issues, while searching online FAQs for their own solutions, thus improving the customer experience. In addition, using FootPrints' built-in email capabilities, organizations can send automatic, proactive alerts and notifications to keep agents and/or customers informed during the problem resolution process.
The FootPrints CRM Bridge allows organizations to integrate their existing CRM sales tracking systems with FootPrints' service desk automation. With this add-on module, organizations can provide their support teams dynamic access to the latest customer contact data stored in their Microsoft(R) CRM, Salesforce.com(R) or Salesnet's(R) hosted CRM sales focused solutions.
"FootPrints is an extremely versatile product that can support both internal and external support operations from a single service desk platform," stated Mark Krieger, President of UniPress Software. "At first, customers may not recognize the true depth of FootPrints' functionality. After having the solution up-and-running, however, many customers find that they can use the product for all types of support operations - from internal employee support to external customer support, and everything in between."
About UniPress Software, Inc.
Headquartered in Edison, New Jersey, UniPress Software, Inc. is a developer of web-based service desk automation software serving the mid-market, as well as large and small organizations. The company's FootPrints(R) product line, launched in 1996, provides a comprehensive range of capabilities to significantly improve help desk and customer support operations, and is used worldwide by more than 2,300 corporate organizations, government offices, and educational institutions, including BHP Billiton(R) Petroleum, IBM(R), Kampgrounds of America, Hunter Fan Company(R), the IRS, and the University of Pennsylvania. UniPress' FootPrints software is available in numerous versions, along with add-on tools and best-of-breed integrations. The company also offers a complete line of product and best practices training courses and professional services. For more information, contact UniPress Software at 1-800-222-0550, or via the web at http://www.unipress.com.
