The technology market truly seems to be on the
rebound. At least in the case of UniPress Software (news),
creator of the popular FootPrints line of service desk and e-service
solutions, the market has been kind recently. UniPress, a company that has
been marketing its FootPrints technology for nearly eight years and which
has been in business for 21 years, has experienced four steady years of
growth � culminating in their strongest quarter ever in Q1 2004.
Mark Krieger, president of UniPress, attributes this
amazing growth to expansion of the company�s larger customers, as well
as repeat business from old customers. He estimates about two-thirds of
their business comes from traditional help desk solutions, while the other
third is more diversified, encompassing the company�s eService and CRM
solutions.
UniPress is looking toward future growth with the
announcement of version 6.5 of their FootPrints technology today. The new
version offers dynamic SQL
|
|
| Figure
1: The new FootPrints Customer eService
Portal provides a simplified, single frame self-service screen
that's easily customized and embedded into the organization's web
site framework.
|
database links, improved service level management, an eService Customer
Portal (through which a customer�s service page can be easily integrated
with its Web site, maintaining corporate branding and style) and �follow-the-sun�
escalations for 24/7 customer support based on agent location. Recent
improvements also include telephony integration, add-on support for
companies with LDAP-based address books (so they aren�t required to
maintain two versions of their address books), and live eSupport, offering
remote control capabilities, text chat and VoIP options.
According to Krieger, one of the key differentiators
of the FootPrints products is their ease of use -- whether customers
choose the on-site FootPrints help desk or FootPrints for eService
solutions, or the FootPrints Hosting Service. �You don�t need a help
desk to support your help desk product. That�s too often the case [with
other solutions],� said Krieger.
Administration of FootPrints is intuitive and
Web-based. For customers using the hosted service, UniPress helps
customers set up their service for no charge, and
 |
| Figure 2: FootPrints 6.5's Customizable Administrator Flashboard provides a consolidated, up-to-the minute view of multiple metrics
on call center activity and performance. |
offers a service level agreement (SLA)
that is part of their license with their Tier 1 support center. They don�t
sell the hosted service as an ASP, but rather sell a permanent software
license to those customers, so that they may change or migrate to an
on-site solution easily. In turn, many traditional users have migrated
toward the hosted service because of its ease of use.
New FootPrints customers include Boeing, 7-Eleven,
KOA Kampgrounds and Air New
Zealand
. Krieger said UniPress is targeting specific departments within large
organizations, and they also target small to mid-sized organizations that
wish to automate multi-channel support tracking and deliver self-service.
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[May 11, 2004]
