Edison, NJ (August 24, 2004) – UniPress Software (Company
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Studies), Inc., a leading provider of web-based service desk automation software, today announced that PartnerSolve, LLC, an Atlanta-based IT consultancy, has selected the FootPrints® Hosting Service to help optimize its customer care and billing operations. Using FootPrints, PartnerSolve provides customized, 24/7 IT service and support without managing IT infrastructure or using staff resources for administration, to clients in a variety of industries with customer bases ranging in size from 1,000 to over one million.
Partnersolve selected the FootPrints Hosting Service primarily to support the launch of its CISLine, based around UniPress Software’s FootPrints web-based service desk product. CISLine is a new premium-level service designed to provide customized IT and billing services that meet the individual needs of each client. The technology enables the firm to create 24/7 client-specific service desks, each with its own client-focused data fields, screens, and custom knowledge bases. This functionality allows PartnerSolve to launch numerous client-specific service desks.
The FootPrints Hosting Service, ideal for small- and medium-sized businesses such as PartnerSolve, is extremely easy-to-use for both service agents and customers. PartnerSolve’s CISLine uses a broad range of FootPrints’ comprehensive features, including centrally managed support tracking, two-way email management, business rule automation, multiple-project support, custom reports, and self-administration online.
“We quickly decided on UniPress Software’s FootPrints as the system that would serve as the backbone of our CISLine initiative,” said Cindy Kitchens, a PartnerSolve consultant. “The entire team agreed that because the solution is very user-friendly and extremely flexible, and because we can administer and customize it ourselves, it was the right solution for us.”
Running on the FootPrints Hosting Service, PartnerSolve’s CISLine provides a private, toll-free phone line that allows clients to speak with experienced analysts if they have a technical problem. The analysts’ first step is to log the clients’ request into FootPrints to ensure the need is tracked all the way through to resolution. Next, the support analyst searches the FootPrints’ knowledge base for solutions to the client’s problem. If the problem cannot be solved from searching the knowledge base, it is automatically escalated within FootPrints to additional support analysts until the necessary solution is determined. Once solved, the problem is closed and FootPrints generates reports designed to help other analysts if the same problem arises in the future, with another client.
In addition to focusing on tracking client issues, FootPrints has enhanced PartnerSolve’s billing capabilities. According to Ms. Kitchens, “We run reports on an ad hoc basis for some clients and on a monthly basis for others. FootPrints’ time tracking functionality supports our tiered billing system which is based on specific ranges of minutes, which benefits our clients who, correctly, like to be billed for only the services rendered versus standard consulting minimums.”
“The FootPrints Hosting Service has enabled PartnerSolve to essentially launch a new business service, without incurring the traditional IT infrastructure overhead associated with such a venture,” said Mark Krieger, President of UniPress Software. “With the help of our hosting service, PartnerSolve now has the ability to provide premium service and support to a certain segment of clients, and charge separately for it, while managing in-house costs and empowering its consultants.”
In addition to its 24/7 critical support line, PartnerSolve’s CISLine provides operational and professional support. This means that clients have access to business and technical analysts who can assist in code management, project support, performance issues, go-live readiness, and problem investigation.
About PartnerSolve, LLC
PartnerSolve, LLC is a professional consulting company specializing in customer information systems. PartnerSolve focuses on improving the operational efficiency of clients’ organizations by helping modify business processes and related systems. The company’s goal is simple. PartnerSolve helps resolve clients’ operational challenges while raising awareness within their organization of how business practices affect its bottom line. For more information, contact PartnerSolve at 770-888-0440, or via the web at http://www.partnersolve.com.
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 enterprise organizations, and small businesses. 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 widely used by nearly 2,000 corporate organizations, government offices, and educational institutions worldwide, including Prudential Financial, BHP Petroleum, IBM, Kampgrounds of America, Schwab Soundview Capital Markets, Hunter Fan Company, the IRS, and the University of Pennsylvania. For more information, contact UniPress at 732-287-2100, or via the web at www.unipress.com.
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