UniPress Software Provides New Powerful Module in FootPrints Software

New FootPrints Service Level Management Module Helps Organizations Manage Service Level Agreements With Users and Proactively Monitor SLA Performance to Ensure Compliance

HostReview.com
Thursday, July 8, 2004; 12:00 AM

Edison, NJ (July 8, 2004) - UniPress Software, Inc., a leading provider of web-based service desk automation software, today announced that FootPrints 6.5, its flagship support automation solution, now includes a comprehensive service level management module designed to help customer support centers and help desks meet their defined service level agreements between the service desk and the users. This new capability gives organizations of any size the ability to proactively track and monitor service level performance for both internal and external support – so that they know when service level agreements are being met, when agreements are about to be breached, and when they’re not being met.

UniPress Software’s FootPrints is a 100% web-based service desk solution that helps organizations streamline and automate their internal and external customer support operations with centralized, multi-channel issue tracking, self-service online, knowledge management, two-way email management, automated metrics and reporting, and multiple, fully integrated add-on tools for a variety of related business processes. This new service level management functionality is available, at no additional cost, in all versions of FootPrints 6.5 software (released in May, 2004), including FootPrints, FootPrints for eService, The FootPrints Hosting Service, and FootPrints for Exchange.

The service level management module can fully and easily customized by help desk or support center staff, without any required programming, to track defined support performance levels and to generate automated due dates and warning alerts, multi-tiered escalations, and SLA performance reports. This new capability enables service desks to define and meet their internal and external service level commitments, and helps support organizations manage service warranties or agreements. Organizations can base their service level agreement rules and tasks in FootPrints on whatever parameters they choose, including, but not limited to, customer type, type of problem the customer is having, etc.

Using the new FootPrints service level management module, organizations can create multiple, partitioned groups categorized in service “tiers” that determine, from the outset of the relationship, the type and quality of service a particular customer expects (and has been promised) to receive. When a customer reports a problem, either by telephone or by email, FootPrints can automatically verify what level of service that customer has, and then notify the organization how much time they have to solve the customer’s issue. During the resolution process, FootPrints will monitor status, and notify service and support managers of looming SLA violations, depending on pre-set rules. For example, an airline may segment its customers by frequent flyer status, and will create SLA policies that dictate how customers are served. In this example, the frequent flyer in the platinum tier will receive higher levels of service than the frequent flyer in the bronze tier.

Also, FootPrints’ built-in reporting capabilities include an automated report wizard that service and support managers and administrators can use to generate metrics reports, including service level metrics on performance.

“Customer support centers are usually measured on how they meet their service level goals. As a company that is dedicated to providing excellent customer service and support tools, this new service level management functionality in FootPrints enables us to help our customers comply with the service agreements they have with their customers and achieve optimal operational performance,” said Mark Krieger, President of UniPress Software.

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.