Edison, NJ (December 19, 2003) - UniPress Software (Company
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Studies), Inc., a leading provider of web-based service desk automation software, today announced that Chesapeake College, a growing community college
located in Maryland, has selected FootPrints® to automate its internal help desk operations. The web-based software system enables Chesapeake’s Information
Technology (IT) department to centralize and control all technical service requests received from hundreds of staff and 2,500 students located across four instructional sites.
Since the deployment, FootPrints has helped Chesapeake deliver more responsive service, improve staff workflow, and ensure the college maintains its progressive
learning environment.
Widely used by more than 1,600 organizations worldwide, FootPrints provides a 100% web-based system to automate help desk and customer service operations, and
control all aspects of the problem-resolution lifecycle. The software includes centrally managed customer-request tracking, business rule and task automation, self-
service online, knowledge management, two-way email management, live e-support tools, powerful reporting, and dynamic integration with LDAP-based address books, such
as Microsoft® Active Directory™.
Prior to FootPrints, Chesapeake used e-mail to track IT service requests such as equipment problems, scanner and printer issues, custom software installs, and error
messages on desktop PCs located in classrooms. As the college grew, more agents were added to the team, and the e-mail-based service and support system
provided limited functionality and scalability. According to Chesapeake, technical issues and requests were falling through the cracks.
After a thorough search, Chesapeake’s IT department selected FootPrints based on its web-based design, ease-of-use, customization capabilities, and
comprehensive features, including built-in knowledge management, self-service online, and advanced reporting.
"Since establishing FootPrints as our web-based support center, we have been able to track, manage, and resolve staff and student technical issues much faster than
before,” said Ann McManus, IT support center analyst at Chesapeake College. “With FootPrints in place, we now have the capability to properly address spikes in
support requests more effectively, especially during the beginning of a semester.”
In addition to its internal help desk operations, Chesapeake is evaluating an initiative to expand the use of FootPrints beyond technical issues. The college plans to
leverage the system to create a unified interface that tracks and automates everything from building repairs to logistics associated with moving departments from one
location to another.
“Chesapeake is a progressive college and one of many educational institutions using FootPrints to improve their help desk and customer service operations,” said Mark
Krieger, President of UniPress Software. “Compared to other systems, FootPrints offers an extremely affordable solution with the flexibility to be easily extended to
support other projects and processes, at no additional cost. This has been one of the compelling reasons why so many colleges and universities have embraced
FootPrints to manage their business-critical activities.”
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 more than 1,600 corporate organizations, government offices, and
educational institutions worldwide, including Prudential Financial, BHP Petroleum, IBM, Kampgrounds of America, Charles Schwab Capital Markets, the IRS, and the
University of Pennsylvania. For more information, contact UniPress at 732-287-2100, or via the web at www.unipress.com.
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