Edison, NJ (August 1, 2006) – UniPress® Software, Inc. (Company
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Studies), a leading mid-market provider of 100% web-based service desk automation software, today announced that UncommonGoods, an online retailer that sells creative, high-quality merchandise, has selected UniPress’ FootPrints® to ensure customer service excellence. It is using the web-based system to centrally manage multi-channel support, enabling customers to submit requests via phone, email, and the Internet. The company is on pace to log more than 48,000 customer service requests in 2006.
After carefully evaluating and testing several solutions, UncommonGoods replaced its open-source request tracking system with FootPrints to automate its customer service operations. Managed by up to 80 agents, UncommonGoods uses FootPrints to track inquiries and support requests such as questions about products, inventory levels, order status, return updates, and customer feedback.
“We needed a robust solution that would not only automate our customer service operations and deliver a positive user experience, but also one that would enable our agents to have the tools to be efficient and productive,” said Casey McCarthy, Chief Technology Officer at UncommonGoods. “FootPrints’ flexibility, workflow logic, customization options and Linux® support allowed us to configure the system specific to our business processes, all without requiring programming.”
UncommonGoods runs FootPrints in a Linux server environment and has dynamically linked the software to its existing Oracle database. The company relies heavily on the product’s email automation, knowledge management, and analytics features to honor and track its service-level commitments to customers.
UncommonGoods was able to quickly deploy and customize FootPrints. According to Mr. McCarthy, “FootPrints was one of the quickest software installs I have ever been a part of. From the time we loaded the demo version, it took us only a few hours to have the system up and running at full speed.”
Compared to its previous request-tracking solution, UncommonGoods significantly improved the speed of processing requests from an average of 15 to 30 seconds per page click, down to one to two seconds. This helps agents access the system faster and ensure the company’s mantra of delivering customer service excellence.
“We are looking forward to the upcoming holiday season,” added Mr. McCarthy. “With FootPrints in place, we will be able to easily scale our customer service operations, keep pace with the larger request volumes, and maintain – if not exceed – our 24-hour service level metrics.”
About UncommonGoods
An online marketplace offering creatively designed, high-quality merchandise at affordable prices, UncommonGoods combines the treasures of a specialty boutique, the great finds of a craft show and discoveries from a faraway bazaar. UncommonGoods has an exciting selection of products for the home as well as an assortment of distinctive personal accessories and unusual gifts, including lots of handmade and recycled products. With products for many occasions and recipients - including gifts for women, men, children, weddings, baby showers, special holidays and much more - UncommonGoods is the place to go for fun, unique and high quality products.
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® 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 nearly 2,500 corporate organizations, government offices, and educational institutions, including BHP Billiton® Petroleum, IBM®, Kampgrounds of America, Hunter Fan Company®, 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.
UniPress® Software and FootPrints® are Registered Trademarks of UniPress Software, Inc. All other trademarks are registered trademarks of their respective owners.
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