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FootPrints 5.5 Enables Organizations to Dramatically Improve Help Desk, Customer Support and Online Self-Service Over the Web

New Version Includes Enhanced Functionality to Rapidly Deploy a Web-Based System in Less Than a Day and Streamline Support Activities

EDISON, NJ (March 26, 2002) – UniPress Software, Inc., a leading provider of help desk and customer problem management software, today announced a new version of its flagship product, FootPrints® 5.5. Targeting mid-market companies and departments within enterprise organizations, FootPrints 5.5 now makes it even easier to deploy an integrated service desk to centralize requests, automate help desk and customer support activities and deliver multiple levels of online self-service, while significantly reducing costs and improving workflow efficiencies.

“Organizations are embracing the need for a single tool that can manage all types of internal support and customer service requests across the Internet,” explained Mark Krieger, President of UniPress. “FootPrints 5.5 continues to push the envelope by providing a feature-rich, web-based system to streamline support, project collaboration and task automation for multiple business functions, while achieving significant time and cost efficiencies.”

New features in FootPrints 5.5 include advanced email capabilities for faster communication and collaboration, improved customization and viewing options for greater ease-of-use, expanded time tracking features for simplified billing and reporting and new licensing options to seamlessly extend the functionality of FootPrints across an organization.

FootPrints offers a centralized system for organizations to accommodate multi-channel support communications through the phone, fax, web, wireless tools and email. To enhance interactions with both internal employee “customers” and external customers, FootPrints 5.5 offers a range of new email features for organizations to obtain fast, direct feedback on service delivery and satisfaction levels.

A new mass email function enables the creation of customized email campaigns from within FootPrints to power a range of support, CRM, marketing and sales initiatives. Help desk technicians can create mailing groups from the FootPrints address book, using various search criteria to zero in on specific customer interests and needs. For example, FootPrints can automate the task of sending the accounting department a software upgrade, or providing the sales team with the latest pricing information. FootPrints 5.5 also features expanded capabilities for incoming email, configurable templates to easily format email notification messages for wireless and pager devices and new support for IMAP mail in addition to existing support for SMTP and POP.  This makes it even easier to open and close tickets, and access support information via wireless devices.

As a 100% web-based system, FootPrints is extremely scalable, enabling organizations to easily extend global project collaboration across business functions and departments to support help desk and support center activities, as well as CRM,  development/bug tracking, IT resource tracking and more. The new version of FootPrints allows organizations to create a 2-tiered knowledge base to provide specific users and groups with the capability to view open and closed issues across multiple groups, departments and locations.

For added flexibility, FootPrints 5.5 offers an integrated workday calendar for organizations to define specific work hours, weekends, holidays and special events – and automatically escalate issues, track deadlines and coordinate projects accordingly. This new feature also enables organizations to further integrate service level agreements within their business processes. Additionally, FootPrints 5.5 includes expanded customization and personalization capabilities, enabling help desk technicians to dynamically sort and organize information on the FootPrints homepage according to exact needs. New cookie support further simplifies the log-in process and saves time for frequent users.

With FootPrints 5.5, organizations can now better track agents’ time, and automatically collect metrics for reporting and billing purposes. The software supports multiple billing rates for technicians, with the ability to assign different rates to different issues and service levels as needed. Additionally, time and date stamps can be applied to individual entries, enabling managers to more effectively understand how time is allocated and spent for each issue and project.

Organizations looking to extend FootPrints to additional users and groups can take advantage of the flexible licensing options now available in FootPrints 5.5. In addition to fixed licenses for frequent FootPrints users, organizations can purchase concurrent licenses and implement a policy-based system to maximize their FootPrints investment. FootPrints 5.5 also includes improved integration with third-party tools such as LDAP address books, and numerous other performance and feature enhancements. For a complete overview, visit www.unipress.com.

Pricing & Availability
Available today, FootPrints 5.5 is priced per help desk agent starting at $995. Volume, concurrent user pricing and site licenses are also available, as well as discounts for education, non-profit and government users. FootPrints is available on the GSA schedule under contract number GS-35F-0391L. Divisions of the Department of Defense (DOD) that wish to purchase FootPrints should reference UniPress’ Central Contractor Registration (CCR) number  742065. For a custom quote, contact UniPress at 732-287-2100.


About UniPress Software, Inc.
Headquartered in Edison, New Jersey, UniPress Software, Inc. is a developer of web-based help desk and customer problem management software. The company’s FootPrints® product line includes FootPrints and FootPrints for Exchange, along with integrated asset management, support for access to contact records in LDAP-based corporate directories, change & configuration management and live eSupport add-on modules. The products have over 100,000 active users at corporate organizations, government offices and educational institutions worldwide. UniPress has been developing and marketing software for 19 years, serving more than 20,000 customers since its inception in 1983. For more information, contact UniPress at 732-287-2100, or access the company’s web site, www.unipress.com.
 
Editorial Contact:
Kevin McLaughlin
Springboard PR
732-863-1900 ext.103
kmclaughlin@springboardpr.com
 
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