STORServer Selects FootPrints to Centralize Global Help Desk Operations and Track Service Contracts (email this article)

EDISON, NJ (August 12, 2003) – UniPress Software (Company Profile, Past Stories, Case Studies), Inc., a leading provider of web-based service desk automation software, today announced that STORServer, a developer of award-winning backup appliances and software solutions has selected FootPrints® to centralize its global service desk operations. The company replaced its spreadsheet-based system with FootPrints’ web-based service desk, enabling STORServer to automate a broad range of processes, and empowering its service desk agents to control technical requests, improve response times, and deliver online self service.

FootPrints is a 100% web-based service desk that centrally tracks, manages, and controls all types of customer issues and support requests. The software is widely used to automate internal and external support operations, and offers the flexibility to drive other business activities and processes, such as software development and bug tracking, IT resource tracking, and other project management initiatives.

STORServer selected FootPrints because of its web-based design and online self-service functionality. The company is using FootPrints to centralize all service requests and enable its technical team members – most of whom are typically out of the office calling on partners and assisting with installs – to access the system, including the knowledge base, and update status and/or close service requests.

Since the initial deployment, STORServer has expanded the use of FootPrints, linking internal and external help desk operations with its software development activities. This allows the company to proactively manage product enhancements and bug fixes based on customer feedback and technical requests. The company is also using FootPrints to manage their support contracts.

“FootPrints is providing us with much more than we set out to accomplish,” commented John Buckley, Product Manager at STORServer. “While we wanted a web-based product to help us track technical support issues, FootPrints has provided us with a true enterprise-wide solution that has helped centralize our service desk operations, improve our response time, and save a great deal of money.”

Prior to deploying FootPrints, STORServer’s help desk logged technical requests received via a toll-free support line into a spreadsheet. This method offered marginal flexibility and could not scale as the company’s needs grew. Additionally, it was very costly because all support requests were handled over the phone. With FootPrints, 90 percent of the service requests are now logged via the FootPrints system over the Internet, significantly reducing the cost of the toll-free support line, freeing up technician’s time, and making it much faster to address other pertinent tasks.

      Added Buckley, “FootPrints allows us to offer self-service online, leveraging a knowledge base that continues to grow and currently consists of more than 1200 solutions. Many of our users, customers, and partners are often hesitant to ask for help from a technician, as they prefer to find the answer themselves. This has allowed us to deliver more responsive service which our customers have come to expect.”

About UniPress Software, Inc.
Headquartered in Edison, New Jersey, UniPress Software, Inc. is a developer of web-based service desk automation software targeting mid-market companies, departments within large organizations, and small businesses. The company’s FootPrints® product line, launched in 1996, provides a comprehensive range of capabilities to significantly improve internal and external support operations, including centrally managed customer issue tracking, self-service online, knowledge management, two-way email management, dynamic access to existing Microsoft Exchange and other LDAP-based corporate address books, automated IT asset discovery and tracking, source code configuration management, and advanced collaboration and voice over IP. The FootPrints product line is widely used by more than 1,500 corporate organizations, government offices, and educational institutions worldwide, including Prudential Financial, BHP Petroleum, IBM, Kampgrounds of America, Skechers, Charles Schwab, the IRS, and the University of Pennsylvania. For more information, contact UniPress at 732-287-2100, or via the web at www.unipress.com.