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Agri-Fab Uses FootPrints for Exchange for Automated Help Desk Activities and Self-Service via the Web for its Corporate Operations and Three Subsidiarie sWeb-based Help Desk System Integrates Seamlessly with Existing Microsoft Exchange Environment, Providing Direct Access to Up-to-the-Minute Corporate Contact Records To Further Speed SupportEDISON, NJ (October 30, 2002) - UniPress Software, Inc., a leading provider of help desk and customer problem management software, today announced that Agri-Fab, the leading manufacturer of lawn and garden equipment, is using FootPrints(R) for Exchange to automate its internal support operations and deliver online self-service for all employees at its corporate headquarter s and three subsidiary companies. The company deployed FootPrints for Exchange because it offers an easy-to-use, web-based help desk solution that is quick to implement and designed specifically for its Microsoft(R) Exchange 5.5 environment. As a result, Agri-Fab has implemented a centralized help desk system to organize and manage support requests, and quickly access corporate contact records stored in Microsoft Exchange. "With FootPrints for Exchange, we extended the functionality of our existing Exchange environment to centrally manage help desk and support inquiries," said Kurtis Bunfill, Agri-Fab's Information Systems Manager. "The software has enabled us to improve our level of service, and also provides a platform to deliver online self-service so employees can submit, track, and resolve issues on their own. This has helped us control the support process, share information among the team, and improve our ability to keep employees productive." Previously, Agri-Fab's IT department tracked help desk requests by creating simple to-do lists with Microsoft Outlook. But this offered minimal flexibility , and compromised service levels and response time. With FootPrints for Exchange, Agri-Fab can prioritize support inquiries and proactively handle requests in a timely manner. FootPrints for Exchange offers a fully web-based help desk system that can be easily integrated with Microsoft Exchange 5.5, Exchange 2000 and Active Directory™ environments. This enables organizatio ns like Agri-Fab to leverage existing Microsoft investments, and deploy a centralized help desk that is fully integrated with Microsoft Exchange. Agri-Fab considered several solutions including FrontRange Solutions' Heat® and Intuit® Track-It!®. Unlike these solutions that typically require costly web add-ons to client/server systems, FootPrints for Exchange has a fully web-based architecture, a critical factor for Agri-Fab. The software also offers fast, easy installation; Agri-Fab implemented FootPrints for Exchange in a few hours, without programming, database administration, consulting, training, or on-site support. Another key differentiator for Agri-Fab was the seamless integration to its Microsoft Exchange directory. This is a prerequisite for virtually every solution that Agri-Fab purchases to ensure a short learning curve and compatibility with existing systems. By offering a direct, dynamic link to data stored in Agri-Fab's Exchange database, FootPrints for Exchange also eliminates the need for technicians to manage information in multiple directories - saving time and improving accuracy. FootPrints for Exchange centrally tracks and manages all help desk requests for the Agri-Fab companies. Easily customized drop-down menus make it easy for employees and technicians to identify problem type. Tickets are automatically routed to the appropriate technician, who is alerted via email. Bunfill also receives an email on each ticket, so he can prioritize or change assignments as necessary. When addressing issues, technicians can search the FootPrints for Exchange knowledge base for fast answers to common problems, or to get information on systems they may not be familiar with. When a ticket is changed or closed, an email is sent to update the entire support team and employees on progress, enhancing support and improving communication. "FootPrints for Exchange enabled us to streamline our support operations, so we've improved the way we track and manage requests, increased our capacity to handle growing call loads, and boosted the level of support we provide overall," commented Bunfill. "People sense the difference, and are thrilled with the great response they're getting from the help desk." FootPrints for Exchange also offers advanced search and reporting features that Agri-Fab's technicians, department managers, and senior management all use, accessing various built-in and custom reports to streamline productivi ty. Technicians can generate reports on current tasks and status, so they can be more organized and efficient. Bunfill uses the reports to do his own job better, and ensure that priority tasks are being addressed. And senior management can continuously review overall activity, and make improvemen ts as necessary. 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 FootPrintsâ 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 kmclaughlin@springboardpr.com top of page |
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