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OmniGlow Chooses FootPrints Web-based Tools to Automate Global Support Operations and Asset ManagementFootPrints for Exchange Speeds Support, Delivers Online Self-Service, and Directly Accesses Corporate Contact Records; Integrated FootPrints Asset Management Automates PC Asset Discovery and Tracking WorldwideEDISON, NJ (November 20, 2002) - UniPress Software, Inc., a leading provider of web-based help desk and customer problem management software, today announced that OmniGlow Corporation is using FootPrints® for Exchange and FootPrints Asset Management to automate its global support and asset tracking operations. FootPrints for Exchange is a fully web-based help desk solution designed specifically for Microsoft® Exchange environments. FootPrints Asset Management fully integrates with FootPrints for Exchange to automatically, identify, locate, track, and manage PC assets for internal and remote users worldwide. With the FootPrints products, OmniGlow shortened resolution times and optimized resources, implementing a centralized online help desk to streamline support activities, deliver online self-service, directly access existing corporate contact records in its Microsoft Exchange address books, and automate PC asset discovery and tracking.A 30-year industry leader, OmniGlow manufactures chemical light products for the military, biomedical, novelty, and other industries. Prior to using FootPrints for Exchange, help desk agents did not have an effective method to centrally track and collaborate on incoming service requests from its employees in North America, Europe, and Asia. OmniGlow also needed to easily gain access to current, accurate PC configuration information for its worldwide users. Previously, the IT team relied only on the user's description of installed hardware, software, and other assets. This slowed the resolution process. OmniGlow reviewed Magic® Service Desk from Network Associates, Bridgetrack®, and Track-It® from Intuit®, but selected the web-based FootPrints for Exchange and FootPrints Asset Management products because they offered the best fit for the company's needs to centralize its help desk operations and gain control of worldwide PC assets. "We selected FootPrints for Exchange and FootPrints Asset Management because they are fully web-based, quick-to-implement, and easy-to-use. The other solutions we considered required manual installations of client software on each employee's machine, or had separate web upgrades that were costly and complex," said Shavone MacKay, Help Desk Administrator at OmniGlow. "Additionally, only FootPrints for Exchange leveraged our existing Microsoft Exchange environment, so help desk technicians can access pertinent user data already stored in our company's main Exchange 5.5 address book as they troubleshoot and resolve technical issues." With FootPrints for Exchange, OmniGlow can manage requests online, and address issues in a timely and efficient manner. Leveraging the system's web architecture, OmniGlow set up online self-service, reducing incoming call volume and delivering fast support to users in any time zone. Employees, remote sales reps, and support staff log on via browser from any location to submit and track support requests directly via the web. Automatic email alerts notify support staff about new tickets, while keeping employees up-to-speed on the latest status and changes. With FootPrints for Exchange's comprehensive knowledge base, employees and technicians access a complete database of solutions to common problems for fast self-help. In addition to centralizing issues and information online with FootPrints for Exchange, OmniGlow uses FootPrints Asset Management to automatically identify, locate, capture, and report on desktop hardware and software configurations and other PC assets for both networked and remote PCs via the Internet. Details are automatically linked to the related FootPrints for Exchange ticket for fast and easy support. FootPrints Asset Management can also be set up to notify appropriate personnel with alerts if any changes are made, so OmniGlow's support team always has the most up-to-date data about employees' PC assets as they work to resolve issues. Looking ahead, OmniGlow plans to extend its use of FootPrints Asset Management, accessing current, accurate asset data to better manage spending, improve IT planning, speed upgrades and installation processes, and ensure software license compliance at every location across the organization. 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 IT asset discovery and tracking, support for Microsoft® SMS 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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