September 17, 2003—Seneca College, the largest college in Canada, is using UniPress Software’s FootPrints to centrally track and manage its help desk operations and deliver online self-service to more than 3,700 faculty and staff, and over 100,000 full- and part-time students located across 10 campuses throughout Toronto, recently announced UniPress Software, a provider of Web-based service desk automation software.
Since Seneca’s Information Technology and Telecommunications (ITT) Department deployed FootPrints in 2001, the college has increased the speed and capacity of their growing support operations, and leveraged e-mail and the Internet to significantly improve first-level service.
A 100% Web-based service desk system, FootPrints centrally tracks, manages, and controls all types of customer issues and support requests, says UniPress. The software includes a range of comprehensive features such as self-service online, two-way e-mail management, knowledge management, and powerful reporting. Used by more than 1500 organizations worldwide, FootPrints offers a cost-effective tool to automate internal and external support operations, as well as other “request-oriented” processes, according to UniPress.
Seneca is using FootPrints to specifically track technical problems associated with software installations and applications, administrative and academic systems, and other hardware-related issues. Seneca selected FootPrints because of its flexibility, as well as their need to easily integrate e-mail and the Internet to automate a range of support processes. They also wanted to create an online self-service process and to integrate its existing LDAP-based central directory.
For more information, contact UniPress at 732/287-2100.
