|
Press Release |
|||
|
Alamance Regional Medical Center Selects FootPrints to Centrally Address Internal Support Inquiries and Track IT Projects and Systems Via the WebEDISON, NJ (October 16, 2001) – UniPress Software, Inc., a leading provider of help desk and issue management software, today announced that Alamance Regional Medical Center (ARMC) is using the FootPrints® web-based help desk and issue management software to centralize and automate internal help desk activities, and to track and manage projects for internal network systems.A full-service hospital and healthcare system in Burlington, North Carolina, ARMC is committed to adopting new technologies to continually enhance its standard of care. To support the hospital’s investment in a multi-million dollar patient care package, ARMC’s IS department needed an internal help desk tool to track issues and problems and offer fast, on-demand user support. ARMC had recently deployed Network Associates’ automated Support Magic application to replace the Access database it had been using to manually track support calls, but the Support Magic product required extensive administration and maintenance. ARMC opened a search for a new solution that was web-based, and could minimize the high complexity and costs of its current system. “We wanted a web-based system that was easy to install, administer and use, and could reduce our support and maintenance costs. FootPrints met this basic requirement, but also offered a level of additional flexibility that we didn’t see in any other solution,” explained Andy Gerringer, Network Administrator at ARMC. “FootPrints’ issue tracking and management capabilities enabled us to optimize our business operations beyond the help desk, and truly accommodate all of our needs.” FootPrints provided ARMC with a 100% web-based solution to track, manage and report on all types of issues and activities. The software’s web architecture and functionality reduce support and management costs, offering fast, simple installation – without the complexity and hands-on administration required by other tools. ARMC’s IS department installed FootPrints in 15 minutes, and had the entire system customized, up and running and in full use in one week – without any programming, database administration, consulting or training. With FootPrints loaded onto a central web server, the 32 employees in the IS department can instantly access and share information from any standard web browser, at any location. No client software is needed. FootPrints dynamically records issues and events, prioritizes action items and assigns responsibilities. Within a year of using the software, the IS team has effectively handled more than 5000 calls. With FootPrints, information is always available to ARMC’s IS team, including full contact details, specific call information, latest status and more. At installation, the FootPrints Address Book was fully synchronized with ARMC’s existing Microsoftâ Outlook/Exchange database. Now, data can be easily added and changed directly within FootPrints. Employees no longer need to dig through files and loose papers to piece together the necessary information, enabling them to address support issues faster and more effectively. FootPrints also offers fully integrated incoming/outgoing email and file attachment support, saving time and improving accuracy for internal and external email communications. Along with escalation and auto-routing, automatic email reminders keep everyone informed of updates and status via the web, email and wireless tools. Once ARMC used FootPrints to gain control of its help desk activities, the IS department quickly saw the value of the software’s application to streamline the way it assigned, managed and tracked internal projects. The department is divided into 4-5 groups – network staff, help desk staff, AS/400 programmers, clinical and interface people. Each team uses FootPrints to assign projects and tasks, exchange information and report on the latest status – entering and tracking 10-15 projects each week. FootPrints supports multiple users and project groups, and multiple projects simultaneously. Multi-level security facilities ensure authorized access to all information. FootPrints’ powerful search and reporting features help ARMC maintain a clear view of its support calls and IT activities. Managers can develop built-in and custom reports to study trends, workflow, performance, statistics, time tracking/billing and more. Information from multiple projects can be shared in a single report. The reports also drive ARMC’s weekly help desk status meetings, offering a concise overview of open activities and status. About UniPress Software, Inc. Headquartered in Edison, New Jersey since 1983, UniPress Software, Inc. is a developer of web-based issue management software used by departments within large enterprise organizations, as well as small- and medium-sized businesses to support various internal help desk, external support center/CRM, development/bug tracking, IT resource tracking, consulting and other project management activities. FootPrints® has received TMC’s CRM Excellence Awards in 2001 and 2000, Customer Interaction Solutions’ Product of the Year 2000 and Call Center CRM Solutions’ Editors Choice 2000 Award. FootPrints customers include 50,000 users worldwide at corporate organizations, government offices and educational institutions. UniPress is also 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, www.unipress.com. Editorial Contact: Kevin McLaughlin Springboard PR 732-863-1900 ext.103 kmclaughlin@springboardpr.com top of page |
|||