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FootPrints Makes It Easy for Companies to Offer “E-Support” OnlineEDISON, NJ (October 9, 2000) – UniPress Software, Inc., a leading provider of issue tracking and help desk software, today announced that FootPrints® , the company’s award-winning, web-based issue tracking and help desk system, offers a complete solution for companies to launch an online “e- support” strategy to provide existing customers and the general public with access to critical support and relevant information via the web. FootPrints dynamically tracks, collects and stores issues and solutions in a centralized knowledge base, which can be instantly accessed online using any standard web browser. FootPrints offers a 100% web-based architecture, providing the ideal tool for an e-support strategy. The system automatically tracks and manages projects and tasks, while building a searchable online knowledge base of issues, information and solutions. To set-up e-support capabilities, companies can deploy a fully functional FootPrints system within a few days. No client software is needed. Via any standard browser, users can access FootPrints to easily submit their own issue tickets and track status via simple web forms or email. “FootPrints provides us with a simple, flexible tool to extend online support to our customers, allowing them to input, access and track product developments, known bugs and available fixes directly from their browsers,” explained Brewster LaMacchia, Co-Founder of Jovian Systems, Inc. Jovian offers products and consulting services to support high performance, real-time industrial applications that run on low-cost, PC-based platforms. FootPrints’ extensive query and reporting functions support easy retrieval of information from the knowledge base. Using powerful built-in search features, users can conduct keyword searches on the FootPrints home page or via email query. Results can be retrieved and sorted by any data field. To quickly resolve issues on their own, FootPrints users can also access frequently asked questions by topic or by popularity, and scan the knowledge base to instantly review previous issues and their solutions. FootPrints keeps all parties informed as issues are worked on and resolved, automatically sending email notifications of the latest status. With FootPrints, companies can design numerous e-support strategies, leveraging the web to offer automatic self-help capabilities for a broad range of internal and external users. In addition to providing product users with online bug tracking and submission capabilities, for instance, Jovian utilizes FootPrints to support its ongoing consulting contracts, offering customers access to the system’s comprehensive knowledgebase throughout the contract. When the contract has ended, Jovian customers can easily install the FootPrints solution internally and continue to access relevant project information. “A key draw for us was FootPrints’ high portability to a broad range of environments,” said Mr. LaMacchia. “The system’s ability to work with a wide range of web servers across all common platforms makes it easy for us to provide our customers with access to FootPrints during the project, and enables them to locally set-up and access the database beyond the development phase.” Companies can make the FootPrints knowledge base available to known and unknown users alike, configuring login and authentication procedures to offer secure, targeted support to customers, suppliers and other business partners via the web – or eliminating them completely to open the knowledge base to a larger, undefined online user base. Companies can also provide employees, agents and help desk technicians working in-house or in the field with full access to the FootPrints system from any standard browser, configuring access control accordingly. “Other products made it difficult for us to control how information was viewed, accessed and shared by our own employees and by various customers,” explained Mr. LaMacchia. “With FootPrints, we can provide internal and external users with different levels of access to relevant information, and easily develop multiple knowledge bases to support separate, individual customer projects.” Companies can integrate the FootPrints solution to reduce customer waiting times and free up help desk agents, improving efficiency and boosting customer service simultaneously. For more information about leveraging FootPrints to offer e-support, contact UniPress at 732-287-2100. About UniPress Software, Inc. Headquartered in Edison, New Jersey since 1983, UniPress Software, Inc. is a developer of web-based issue tracking software used by departments within large enterprise organizations, as well as small- and medium-sized businesses to support various help desk and project management activities. The company’s flagship product, FootPrintsâ, recently received a Customer Relationship Management (CRM) Excellence 2000 Award from the Technology Marketing Corporation (TMC) and was also awarded Call Center CRM Solutions’ Editors Choice 2000. Current customers include Fortune 1000 companies, educational organizations and government agencies. In addition to its Internet software business, UniPress is a global distributor of PC and UNIX connectivity tools, and has served more than 20,000 customers since its inception. For more information, contact UniPress at 732-287- 2100, or access the company’s web site, http://www.unipress.com. Editorial Contact: Kevin McLaughlin Springboard Communications 732-863-1900 ext.103 kmclaughlin@s-board.com top of page |
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