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Cinergy Communications Selects FootPrints for eService to Centralize Service and Support Operations for Nearly 300,000 Voice and Internet Customers
Edison, NJ (May 17, 2004) � UniPress Software, Inc., a leading provider of web-based service desk automation software, today announced that Cinergy Communications has selected FootPrints® for eService to power its service desk operations that manages nearly 300,000 business and residential customers. The company, which produces more than 15,000 service requests each month, has integrated FootPrints for eService into its billing and network operations departments, providing a single interface to manage all aspects of customer care.
The Evansville, IN-based communications services company offers local and long distance telephone service, as well as Internet and web hosting solutions to business and residential customers located in Indiana, Kentucky, Tennessee, Ohio, and Illinois.
With FootPrints for eService, Cinergy Communications has centralized its customer service and support operations. It now logs all level-one trouble-tickets, customer problems, and support requests received via telephone into a centralized, web-based repository. Once submitted, each request is segmented by service category, such as local, long distance, dial-up, broadband, and web hosting. They are then routed to the most appropriate agent using FootPrints for eService�s built-in workflow and escalation features.
�With FootPrints for eService, we can now centrally manage all trouble-tickets and streamline workflow to automatically move tickets from one department to another, significantly improving our customer care response times,� said Jesse T. Chappell, director of repair center operations at Cinergy Communications. �This translates to improved employee productivity, lower costs, and ultimately, a better customer experience.�
Cinergy Communications is also using FootPrints for eService to automate its network monitoring, repair, and maintenance operations. The company linked the system to track all alarms that flow into its 24/7 network surveillance center. For example, if a technical problem associated with a particular router is triggered, an alarm automatically generates a trouble-ticket in FootPrints for eService, which is then routed to the appropriate personnel.
Within FootPrints for eService, Cinergy Communications created a �one-touch� system that links the service desk to its billing and customer database systems, giving agents the capability to easily access information in open tickets based on a telephone number, circuit ID, or account ID. When a customer calls into the service desk, agents can view the types of telecommunications services the customer has, and can automatically generate a trouble-ticket if necessary.
�We consider Cinergy Communications a power-user of FootPrints for eService, because of their multi-faceted integration of the web-based service desk to automate its comprehensive business processes and inter-departmental workflows,� said Mark Krieger, President of UniPress Software. �The company selected FootPrints for eService because of its flexibility and ease-of-use, and as a result, Cinergy Communications has been able to create a centralized system to deliver world-class customer care that can accommodate its growth.�
About Cinergy Communications
Cinergy Communications offers local telephone service, long distance calling, Internet access/solutions and web hosting to meet the needs of every size company. In addition to its commercial services, it also provides local telephone service, long distance calling and Internet access to more than 20,000 homes. It provides service in Indiana, Kentucky, Tennessee, Ohio, and Illinois. Cinergy Communications has had a 30-year history of innovation: the first to offer an alternative to AT&T long distance service in Western Kentucky; the first ISP in Southern Indiana; and one of the first in its region to market an alternative to Ameritech and BellSouth. In this down telecommunications market, Cinergy Communications has the distinction of being a thriving and profitable company. Cinergy Communications is a wholly owned subsidiary of Q-Comm Corporation, a privately-held corporation. Cinergy Corp. is a minority shareholder in Q-Comm and licenses the name, but does not exercise any managerial control. Additional information can be found at www.cinergycom.com.
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 Capital Markets L.P., 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.
# # #
Company Contact:
Debbie Ingram
UniPress Software, Inc.
732-287-2100 ext. 938
dingram@unipress.com
or
Agency Contact:
Domenick Cilea
Springboard Public Relations
732-863-1900 ext. 102
dcilea@SpringboardPR.com
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