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Kampgrounds of America Deploys FootPrints “Web-based Integrated Service Desk” for Enterprise-wide, Round-the-Clock Support for 90 Facilities NationwideKOA Uses FootPrints to Manage Rapidly Growing Support Volume Using Centralized Trouble Ticket Tracking, Workflow Automation and User Self-service OnlineEDISON, NJ (August 6, 2002) – UniPress Software, Inc., a leading provider of help desk and customer problem management software, today announced that Kampgrounds of America, Inc. (KOA), North America’s largest system of franchised and company-owned campgrounds, is using FootPrints® to streamline its support operations, and has extended its use to create a “web-based integrated service desk” that centralizes workflow for a number of other corporate activities. The company deployed FootPrints to create an online help desk, and deliver online self-service to more than 90 of its “Kampgrounds” facilities around the country. Since installing FootPrints, KOA has found more than ten different ways to use the product to automate a range of projects and processes across the organization, including internal and external support with online self-service, enhancement request and bug tracking, contact management, project tracking for site inspections, management of vendor relationships and more.KOA initially installed FootPrints to handle incoming support calls from Kampgrounds personnel using the company’s proprietary software, KampSight®, a centralized system to manage reservations, credit card processing, point-of-sale, billing, and other activities via the Internet. When the number of sites using KampSight rose from 20 to 90 last spring, KOA used FootPrints to address the increasing volume of inquiries via the web, without adding staff. As call volumes continued to increase, KOA further automated the process by making FootPrints directly available to KampSight users through the Internet. Kampgrounds personnel can access the system through any standard web browser to search for solutions, submit help desk tickets, request enhancements, and report bugs on their own, at any time. “The KOA office is open from 8 AM till 5 PM, but our business runs 24x7, 365 days a year,” commented Jef Sutherland, Vice President of Information Services, KOA. “We wanted to empower the Kampgrounds employees to be more self-sufficient. With FootPrints, the Internet has now replaced the phone as the primary means of resolving issues, addressing questions, submitting requests, and more, whenever necessary.” FootPrints provides KOA with a fully web-based solution, so Kampgrounds and support personnel can access the help desk via Internet browser from any location, without client software. Installation was fast and easy, without programming, training, database administration, consulting or on-site support. KOA uses FootPrints’ powerful knowledge base to centrally store solutions online, so KampSight users can quickly search for fast answers to their technical questions without waiting for support. Because FootPrints is so simple-to-use, it can be easily accessed by all Kampgrounds personnel, regardless of their technical savvy. Today, 20-30 users at the KOA corporate office and the staff of 90 Kampgrounds around the country use FootPrints. Kampgrounds personnel log into FootPrints through the KampSight.com home page to search the knowledge base for quick solutions to hundreds of problems. In most cases, they resolve issues on their own, immediately. If they need further assistance, they enter a ticket into FootPrints from their desktop to ask for support, request enhancements, report technical bugs, and more. KOA’s support team logs on to FootPrints throughout the day, and even after-hours from home, to respond to tickets. Status is continually updated online and via custom emails distributed to Kampgrounds employees. FootPrints has enabled KOA to improve its help desk operations by delivering fast support to KampSight users. Kampgrounds personnel have become more proactive in finding solutions on their own, while the support staff is also more proactive in responding to urgent needs and requests. Overall, FootPrints has helped KOA improve communication, decrease call volume and maximize staff resources. To extend these benefits across the organization, KOA is using FootPrints to streamline efficiency for a range of other internal activities. FootPrints can support multiple groups simultaneously, enabling KOA to launch more than ten different projects to date. The company uses FootPrints to centralize local contact details for KampSight users, store campsite inspection documents – and has even provided its telecom vendor with access to FootPrints, to improve the delivery of the services they rely on to keep their business operations running smoothly. 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 125,000 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 top of page |
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