FootPrints for eService Detailed Features
100% Web-based Customer Service Desk Automation
Comprehensive. Usable Now. Flexible.

UniPress® Software develops web-based support automation solutions that are easy-to-use and flexible for today’s versatile customer support and help desk environments. Award-winning FootPrints® technology gives you proven, 100% web-based support automation that’s comprehensive, fast-to-implement, and flexible. FootPrints for eService is a comprehensive, 100% web-based customer support automation system to track and manage all of your customer issues, coming in from multiple channels, throughout the problem management life cycle.

This powerful, affordable tool will help you dramatically improve customer satisfaction. You’ll quickly deliver more effective multi-channel support and 24/7 self-help, reduce incident handling costs, and streamline your support workflow. By design, FootPrints® for eService is extremely easy-to-use, manage, and customize – right out of the box. And, FootPrints for eService does not require complex administration, programming, or database administration. FootPrints for eService is extremely flexible and scalable, offering strong performance for large installations.

FootPrints for eService supports numerous popular platforms, including Microsoft® 2003/2000/NT®/XP, Linux® and Unix®, and many databases, including Microsoft SQL Server™, MySQL™, Oracle®, Microsoft Access, and Postgres. You can run FootPrints for eService at your site on your web server or outsource your IT infrastructure with the FootPrints® Hosting Service, where we’ll host and manage your service desk system for you.

Centrally manage all customer requests and issues with comprehensive tracking and business rule automation

• Work with a single centralized resource to efficiently manage all your customer problems, requests, and issues through multiple communication channels – the phone, email, the web, chat, and wireless devices

• Record, assign, escalate, track, manage, and report on all issues throughout their life cycle

• Manage multiple projects or workflow scenarios for different business functions, products, services, users, and groups worldwide – without additional costs when you create numerous separate, partitioned projects with different interfaces, fields, customizations, databases, etc.

• Create a complete audit trail of all activities and communications for each customer issue

• Use FootPrints Telephony* to automate skill-based telephone call routing and auto-populate tickets with the caller’s contact data

Give customers self-service online for instant help 24/7 and improve satisfaction

• Empower customers with the ability to submit and track their own issues

• Deploy a simplified, highly customizable single-frame customer portal within your existing web site with the FootPrints Customer eService Portal. Configure the portal with your organization’s own look – without any programming

• Keep customers informed with customizable email status notifications during the problem life cycle

• Design, distribute, and manage your own customer satisfaction surveys within FootPrints for eService

Build a comprehensive knowledge resource for customers and agents

• Create separate, searchable knowledge bases for customers and agents to access solutions and FAQs

• Control submissions to knowledge bases by imposing an approval process

• Import existing knowledge bases and publish new knowledge

• Create self-maintaining FAQ categories by topic or popularity

• Link to your other knowledge bases or to public knowledge bases, such as Google™ or Microsoft® TechNet

• Use FootPrints Integration with RightAnswers' Knowledge-Paks®* to access professionally written support solutions knowledge bases for both agents and users

Make FootPrints your own with extremely easy customization

• Fully customize your FootPrints for eService system using simple, web-based forms and project wizards - without any programming or database administration

• Create custom fields and build dynamic, multi-level forms for different workflow scenarios

• Choose from numerous project templates to quickly set up multiple projects for different groups and business functions using the most popular features

• Provide industry-standard access to FootPrints for eService data from external applications for full SQL queries, issue creation, and updates using the XML/SOAP programming interface, which supports Microsoft .Net, Java™, and Perl

• Tailor FootPrints for eService to your organization's unique needs for business rules and support task automation, including auto-routing, escalations, email notifications, and broadcast messages

• Adapt FootPrints for eService to your organization's own identity - logos, colors, fonts, and language(s), and easily customize colors for each project

Manage customer service level agreements (SLAs)

• Automate and track your SLA process for internal and external service agreements with a fully customizable SLA module for contract information, automated due dates, multi-tiered escalations, and reporting

• Easily set up service level agreements by priority Incorporate your organization’s unique business rules and escalations

Manage incoming and outgoing support email

• Manage, age, query, and track all tickets submitted via email

• Automatically process customer emails and convert them into tickets, including their attached files

• Create customized email templates without any programming

• Send automatic, proactive email alerts and notifications to inform agents and/or customers involved with issues

• Have agent and customer email conversations automatically tracked in the correct issue

• Automatically generate an email input form with all relevant fields to send to customers

• Schedule and distribute mass emails with news and updates to your address book contacts

Integrate your CRM sales tracking with service desk automation

• Use the FootPrints CRM Bridge* to give your support and sales teams direct, dynamic access to the latest customer contact data stored in your Microsoft® CRM, Saleforce.com® or Salesnet®’s hosted CRM sales-focused solutions to help facilitate support calls or close prospective deals and improve communication lines between your sales and support teams

Dynamically access your existing customer contact records and other data – without programming

• Use the FootPrints Dynamic SQL Database Link* to dynamically access user, latest contact, service contract, asset, and other data stored in SQL-based databases (including Microsoft SQL Server, Oracle®, etc.). Additionally, the FootPrints Dynamic SQL Database Link includes the FootPrints Dynamic Field Mapper to help you dynamically populate issue data fields and table views from any SQL-compliant database (including SQL Server, Oracle, MySQL®, etc.)

• Use the FootPrints Dynamic Address Book Link* to dynamically access your latest contact records stored in your corporate LDAP-based address book (including Microsoft Active Directory, Microsoft Exchange, etc.)

Automate and manage changes throughout your entire organization

• Track feature requests, change requests, and defect reports using FootPrints for eService’s built-in features

• Use the FootPrints Change Management* add-on module to extend your change management capabilities:

• Manage and automate changes throughout your organization, including IT change management, Sarbanes-Oxley IT compliance tracking, and other business process/change management needs

• Create, customize, and automate a comprehensive approval process, including approval stages and voting processes

• Ensure that related communication and workflow processes are met

Deliver fast eSupport with web-based collaboration

• Give users easy access to your FootPrints for eService system across different locations, systems, and communication formats

• Share files (as email attachments), communication, and solutions

• Use FootPrints Live eSupport* to diagnose and solve issues faster with live eSupport through web-based remote control, VoIP, live chat, a white board, and file transfer capabilities

Save time using well-defined, easy-to-navigate web architecture

• Work with 100% web-based architecture by design

• Make the flexible, powerful, and highly customizable user interface your own

• Get into live production in just days without any programming, consulting, or database administration

• Run your service desk on just a standard web server

• Users only need a standard web browser

• Archive, backup, restore, and purge ticket data with built-in database management utilities

Have it your way – on your server or ours

• Run FootPrints for eService on your Microsoft Windows, Linux or Unix server and it supports most popular databases

• Or, use our affordable and reliable hosting service. The FootPrints® Hosting Service gives you all of FootPrints for eService’s capabilities combined with outsourced IT infrastructure that’s hosted and managed by UniPress at our state-of-the-art data center — eliminating the need for your organization to maintain the software, web server, and database for your customer service desk

Give your agents an easier work process

• Auto-generate tickets within your service desk solution from incoming emails

• Create templates for common issues to pre-fill multiple fields, removing the need to perform redundant tasks

• Offer multiple knowledge resources for solutions, FAQs, and common issues – agents can import the relevant solution right into the issue ticket

• Enable agents to work on multiple issues at the same time and automatically track time spent for each session on every issue

• Give them the ability to work from email while receiving automated updates, notifications, and reminders

• Speed their process with spell check and calendar tools

Improve and speed up agent workflow

• Incorporate your organization’s unique business rules and escalations

• Optimize global, 24/7 support with follow-the-sun escalations to escalate issues to different teams at different times based on availability

• Define work schedules for all agents with an agent availability matrix and generate individual work schedules for team members

• Define custom roles for restricting access by group to any functions

• Enable administrators to set up and control access to specific fields based on specific roles of individual agents and on the status of issues

• Designate team leaders and supervisors for escalation and routing

• Create global issues to proactively broadcast pervasive issues and related data to customers and agents

• Provide an easy way to organize contacts by company using master contact records. Each company contact inherits properties from the master, like service level, corporate address, and more

• Create user-definable quick descriptions and signatures

• Use quick issue templates to quickly record common issues

• Create subtasks from an escalation and implement new escalation actions to update custom fields

• Automatically assign issues, send email notifications, and broadcast messages

• Create hierarchical parent/child relationships between issues to better manage complex projects

• Save agents time by giving them the ability to get a consolidated home page view of assignments in multiple projects

Automatically track call statistics and trends with customizable reports and metrics

• Easily create, save, and auto-run real-time, customizable metrics and graphical reports, and other built-in customizable reports, to quantify performance, trends, and more

• Generate quick reports, custom reports using templates, cross project reports, and automatically scheduled reports

• Get an up-to-the-minute, consolidated graphical representation of customer support activity and performance metrics with the automated administrative flashboard that’s fully customizable

• Give your agents the ability to view their own activity and performance with the customizable, individual agent flashboard

• Run reports containing query statistics

• Track work time, elapsed time, and the cost of issues

• Effectively manage agent time tracking for performance reporting, departmental charge backs, and customer billing. Includes automated and manual time tracking, auto-calculation, and optional comments

Provide comprehensive security for your data

• Ensure authorized access with multiple security levels and password authentication, using Microsoft Windows NT, LDAP, Unix, or FootPrints authentication

• Ensure complete security for all incoming and outgoing email in FootPrints for eService

• Select your own location for the File Attachment Directory for additional security

See the FootPrints difference

To register for a guided walkthrough or attend our next webinar, call us at 877-505-7216, or email us at clientservices@itaccess.com. You'll see how easy FootPrints is to use, install, set up, customize, and maintain.

*All of the tools marked with an asterisk are integrated, add-on tools to FootPrints software and they are available at an additional cost