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RedDot Solutions Uses FootPrints to Speed External Support for Customers and Partners and Deliver Online Self-Service Throughout North AmericaWith FootPrints, RedDot Solutions Centralizes Help Desk Activities to Drive External Support and Streamline Internal Communications for Development and Bug Tracking WorldwideEDISON, NJ (October 16, 2002) – UniPress Software, Inc., a leading provider of help desk and customer problem management software, today announced that RedDot Solutions Corporation (www.reddot.com), a leading provider of enterprise content management solutions, is using FootPrints® to centralize its North American support operations via the web, providing fast support to external customers and partners in any location. Within two weeks after installation, RedDot Solutions rolled FootPrints out to more than 2,500 customers, partners, and employees. As a result, the company has increased its capacity to handle more than 200 requests a day, with an average resolution time of only 24 hours per issue. At the same time, by providing central access to issues, information and solutions online, RedDot Solutions has also streamlined the process of communicating issues, product requests, and bugs tracked in FootPrints to the software development and support teams at the company’s world headquarters in Germany.FootPrints offers a 100% web-based help desk software system to track and manage internal and external support operations via the web. RedDot Solutions had a critical need for a web-based solution that could be integrated with its corporate extranet to automate support activities for its customers and partners, and for internal support consultants and remote users throughout North America. Previously, incoming phone and email requests were tracked and managed internally. According to Oliver Ziegler, Director of Technical Services and Support, FootPrints offered the best solution for its needs. “Solutions from other vendors we looked at, such as FrontRange Solutions’ Heat®, were expensive and cost-prohibitive, and ultimately did not have the features required to drive our support operations. FootPrints was the only solution that is fully web-based, cost-effective, and could meet our external as well as internal support needs,” said Ziegler. “By setting up FootPrints with our extranet, we launched an integrated service help desk online for our customers and partners to access complete support any time, anywhere. At the same time, our support consultants can work from any location, and easily exchange information with management and colleagues in any office worldwide.” RedDot Solutions set up two projects for external customer support, and a third to centrally manage internal communications with the company’s headquarters in Germany. Each project has a comprehensive knowledge base to store solutions online, so technicians can quickly find information they need, while customers can search for solutions to common problems on their own, at anytime. Multi-level security features ensure private customer access. If customers can’t find what they’re looking for in the knowledge base, they can call, email, or chat live with the support team – or enter tickets into FootPrints on their own via the web or email. FootPrints made it easy for RedDot Solutions to customize the FootPrints ticket fields, providing simple drop-down menus for users to identify problem type, product, priority and more. “Customization was an attractive feature,” commented Ziegler. “We created a multitude of custom fields to tailor the FootPrints tickets, so problem entry and tracking is quick and easy for our customers. We also developed a separate set of fields for our internal project, so the process is just as simple for our support consultants.” Once a ticket is submitted, FootPrints’ built-in escalation functionality ensures that no request goes untouched for more than the designated timeframe set by RedDot Solutions of four hours, and that everything is resolved in no more than two days. As a ticket is being worked on, FootPrints generates automatic email alerts to keep customers in the loop throughout the process. The email feature is also used by technicians to notify the team in Germany of new issues and bugs. FootPrints’ advanced reporting capabilities further improve communication, tracking daily activity levels, and other critical statistics so the support team can easily share information with management, colleagues, customers, and partners. Above all, FootPrints has helped RedDot Solutions improve communication with its external customers and partners, as well as its internal teams. The support process is faster, easier, and more efficient. Additionally, by making online self-service available to customers, RedDot Solutions has maximized its internal resources and reduced call volume – increasing its capacity to address high-volume inquiries, while maintaining high service quality. “The feedback from our customers has been great. We agree that FootPrints provides the best overall solution with emphasis on timeliness and quality for our customers. We have experienced consistent positive results across our North American support operations,” commented Ziegler. “Furthermore, UniPress’ support team has also been very helpful as RedDot continues to enhance and expand its use of FootPrints.” A complete case study detailing the full benefits of the FootPrints implementation at RedDot Solutions can be accessed in the customer case study section of UniPress’ web site at http://www.unipress.com/footprints/studies.html 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 automatic IT asset management, direct access to contact records in LDAP-based corporate directories, email encryption, change & configuration management, and live eSupport add-on modules. The products have over 150,000 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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