Edison, NJ (December 20, 2004) – UniPress Software (Company
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Conservation International Foundation is a non-profit organization dedicated to conserving the Earth’s living natural heritage by protecting global biodiversity. With field operations and research conducted in remote locations across the world, technical support is critical to its overall success. With the help of FootPrints, employees can submit IT support requests from wherever they are, using the system’s multi-channel capabilities, such as Web, email, or chat.
“To effectively support our geographically dispersed employees, we needed to integrate the Internet into our overall service and support operations,” explained Aaron Wertlieb, Help Desk Manager at Conservation International Foundation. “Our employees are extremely mission-focused and often work in remote locations with minimal technology infrastructure, so they may only have one reliable communications channel to reach us. With FootPrints, a simple Internet connection can give them access to responsive support, while providing our IT group with a centralized repository to track and manage all inquiries.”
Mr. Wertlieb says automation and workflow functionality were key factors when selecting FootPrints. The system supports Conservation International Foundation’s existing business processes and automates established, “first-response” time-based escalation rules. For instance, if an employee’s IT support request is not addressed within a one-hour period, it is automatically routed to a level-two agent.
Additionally, Conservation International Foundation integrated the FootPrints Asset Management add-on product into its service desk. According to Mr. Wertlieb, “this is a life saver for us; support agents can automatically link IT asset information into trouble-tickets, providing critical data and perspective to accelerate problem resolution.” The automated IT asset management system also provides Conservation International Foundation with the capability to maintain an accurate inventory of its technology infrastructure, which is essential for budgeting, planning upgrades, and maintaining software license compliance.
“Conservation International Foundation is an excellent example of how organizations can use FootPrints to centralize and manage international technical support for audiences that may not count technology as their core competency, but depend on it to accomplish their mission,” said Mark Krieger, President of UniPress Software. “With FootPrints, Conservation International Foundation employees – whether they are working out of Washington D.C. or a remote field office in the Amazon – can now submit their support requests through multiple channels, and the support department can centrally track and manage all requests in a single solution.”
Conservation International Foundation is also using FootPrints to automate its procurement processes. IT purchases represent a majority of all purchases made by the organization, and after realizing the power of FootPrints to automate IT service and support for employees, the company decided to use the solution to streamline its procurement operations. This includes generating, submitting, and tracking IT purchase order requests. Similarly, Conservation International Foundation develops custom software applications, and is using the built-in workflow features in FootPrints to automatically track projects throughout the development life-cycle.
In the future, Conservation International Foundation plans to expand its use of FootPrints by adding external self-service online features, allowing employees to find answers to their IT-related questions by using the custom created knowledge bases in the system. Also, Conservation International Foundation plans to expand its FootPrints service desk to implement “Follow-the-Sun” and service level agreements (SLA).
About Conservation International Foundation A U.S.-based, international nonprofit organization, Conservation International Foundation applies innovations in science, economics, policy and community participation to protect the Earth's richest and most threatened regions of plant and animal diversity in the biodiversity hotspots, high-biodiversity wilderness areas and key marine ecosystems. With headquarters in Washington, D.C., Conservation International Foundation works in more than 40 countries on four continents. For more information contact Conservation International Foundation at 202-912-1000 or via the web at www.conservation.org.
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.
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