Edison, NJ (November 23, 2004) – UniPress Software (Company
Profile, Past
Stories, Case
Studies), Inc., a leading provider of web-based service desk automation software targeting the mid-market, today announced that Benefits Connection, a third-party benefits service provider has selected the FootPrints® Hosting Service to manage their customer service operations. The Los Angeles-based company serves as a “virtual benefits department” for organizations seeking to outsource their benefits administration and human resources (HR) related functions. The hosted version of FootPrints enabled Benefits Connection to quickly deploy a web-based service desk and eliminated the up-front IT infrastructure investment associated with purchasing and managing such a system.
Benefits Connection helps its clients ensure their employee healthcare and benefits administration programs operate flawlessly and cost-effectively. To do this, the company is leveraging FootPrints to track and manage all benefits and human resource-related requests, such as information on health plan coverage. As a web-based system, agents located in remote locations can easily access FootPrints and deliver around-the-clock customer service. Additionally, the solution has enabled Benefits Connection to streamline workflow and business processes that save time and significantly reduce overall support costs.
“The challenge for us was to quickly deploy a benefits call center and do it in a way that was transparent to our clients’ employees, eliminating any potential hiccups related to accessing their benefits inquiries and relevant information,” said Jeanne Stevens, a consultant with Benefits Connection. “The FootPrints Hosting Service allowed us to rapidly deploy such a system and gives us the flexibility to continuously customize it as our clients’ needs change.”
FootPrints offers a 100% web-based platform to centrally manage all types of service and support requests received from multiple channels, including phone, email, instant message, chat, and the web. The fully customizable line of FootPrints products enables organizations to streamline service and support operations and workflow, automate business processes, and improve the overall customer-support experience. The FootPrints Hosting Service is a version of the FootPrints technology that enables organizations to outsource their service desk IT infrastructure and on-going administration.
With the FootPrints Hosting Service, all incoming calls received by Benefits Connection are effortlessly logged into the web-based system. The solution is configured to auto-route all benefits requests between agents and to and from employees based on existing business rules and service level agreements. Additionally, Benefits Connection is using the FootPrints Hosting Service to allow agents to share electronic files, including emails and documents, policies and procedures, and other knowledge-related materials required to quickly fulfill an employee’s benefits request. All of this information is completely searchable and managed through knowledge bases within FootPrints.
“The FootPrints Hosting Service provided a turn-key solution for us to get up and running quickly,” said Ms. Stevens. “It’s easy-to-use and extremely flexible. We can take an electronic benefits file from the client and easily incorporate several hundred fields into FootPrints. The system seamlessly integrates with our existing call center telephony software without additional costs. Today, I can’t imagine doing our jobs without FootPrints.”
“Benefits Connection is an example of how organizations can use the FootPrints Hosting Service as a business enabler, allowing them to deliver world-class service to their clients without breaking their bank in the process,” said Mark Krieger, President of UniPress Software. “In this case, the fact that FootPrints is available as a fully-hosted service desk solution made FootPrints even more attractive to Benefits Connection.”
About Benefits Connection
Benefits Connection is the answer for outsourcing customer service support for employee benefit programs. Staffed with employee benefit managers, analysts and a small legal team, the organization’s primary service is to provide an external call center for companies that do not have the resources internally. Benefits Connection fields employee inquires related to their benefit plans, prepare plan documents, and even assist with benefit plan designs. The organization’s unique design offers clients the ability to utilize its services for short-term projects or service annual employee benefit plans.
About the FootPrints Hosting Service
The FootPrints Hosting Service is a fully managed, web-based service desk solution that automates and tracks customer service operations. It provides all the features, functionality, and flexibility of UniPress’ award-winning FootPrints product and requires no back-end IT investment, use of corporate personnel, or ongoing administration. For more information about the FootPrints Hosting Service, please visit http://www.unipress.com/footprints/hosting.html or call UniPress at (800) 222-0550 or (732) 287-2100.
About UniPress Software, Inc.
Headquartered in Edison, New Jersey, UniPress Software, Inc. is a developer of web-based service desk automation software targeting mid-market companies, departments within large enterprise organizations, and small businesses. The company’s FootPrints® product line, launched in 1996, provides a comprehensive range of capabilities to significantly improve help desk and customer support operations, and is widely used by nearly 2,000 corporate organizations, government offices, and educational institutions worldwide, including Prudential Financial, BHP Petroleum, IBM, Kampgrounds of America, Schwab Soundview Capital Markets, Hunter Fan Company, the IRS, and the University of Pennsylvania. For more information, contact UniPress at 732-287-2100, or via the web at www.unipress.com.
###
email this article