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web based help desk feature article

[August 17, 2005]

FootPrints Service Desk Product Drives Revenue Growth

UniPress Software, Inc. today announced a 20% increase in revenue for its FootPrints web-based service desk line of products through the first half of 2005. New products and services coupled with the market demand for a cost-effective and flexible service desk system are just a few of the factors driving the company's growth, which averaged an increase of 25% over the past five years, and 44% in 2004.

The FootPrints product line offers 100% web-based support automation system to centralize and streamline help desk and customer service operations as well as other business-critical processes. It is used by more than 2,000 organizations worldwide to streamline workflow processes and enable help desk and customer support departments to incorporate industry best practices to reduce costs, improve customer problem resolution, increase customer satisfaction, and achieve greater levels of efficiency.

In 2005, UniPress has continued to expand its FootPrints line of products and services. UniPress launched a formal FootPrints Professional Services and Training Program in March 2005. This program offers standards-based product and support industry-based training courses along with comprehensive, professional consulting services. In addition, UniPress announced several new integrations with leading best-of-breed solutions. In the first two quarters of 2005, UniPress introduced a new integration with LANDesk Software and the capability to link FootPrints to leading third-party CRM tools via its FootPrints CRM Bridge. The FootPrints integration with LANDesk Software offers a dynamic link between FootPrints and LANDesk Inventory Manager, providing help desk agents with direct access to comprehensive IT asset management functionality to quickly troubleshoot and resolve technical problems. The FootPrints CRM Bridge gives FootPrints users the ability to share and access contact records and other data stored in leading sales automation tools, including Microsoft CRM,, and Salesnet's hosted CRM sales-focused solution.

New customers of FootPrints during the first half of 2005 include:

  • JC Penney Co., Inc.
  • Shutterfly,
  • Penton Media, Inc.
  • First DataBank, Inc.
  • The Hearst Corporation,
  • Luxottica Retail
  • Cleartel Communications
  • Columbia University
  • Meridian IQ
  • The Federal Air Marshall Service

The company is seeing balanced growth for FootPrints across a variety of industries in the United States, such as the federal government, higher education, and healthcare markets, in addition to key markets overseas.

"Since the launch of FootPrints in 1996, we have seen steady and consistent growth for this solution as it offers an extremely flexible system to manage all types of help desk and customer service operations and other business activities," said Mark Krieger, President of UniPress Software. "The system's signature ease-of-use and ability to be continuously customized, all without programming are just a few of the reasons why so many organizations are embracing FootPrints over other solutions. These capabilities combined with the other built-in features give organizations a scalable platform that can keep pace with changing business requirements, while leveraging investments in existing systems and applications."

FootPrints solutions are sold direct by the UniPress sales organization in North America and they are sold through UniPress' domestic and international reseller channel. In July, UniPress hosted its annual International Distributor Conference for its worldwide distribution partners who are located throughout Europe, Japan, Mexico, Latin America, China, Hong Kong, Australia, New Zealand, and South Africa. As part of the company's overall sales strategy, it continues to add new channel partners to its FootPrints North American Reseller Advantage Program, which was initially launched in October 2004. FootPrints is now available through a network of indirect sales partners, including traditional VARS, established systems integration firms and IT consultancies.

Web Based Help Desk & Computer Problem Management

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