August 28, 2005

By: Dan Kork
Website: http://www.help-desk-software-n-application.com

Hosted Version of UniPress Software’s FootPrints for eService Provides Crossroads With Turn-Key, Multi-Channel Call Center Automation

UniPress Software, Inc., a leading provider of web-based service desk automation software, today announced that Crossroads Customer Solutions LP has selected the hosted version of FootPrints for eService to centrally track and manage its customer service operations, which accommodate more than 25,000 requests each month. Crossroads, a leading provider of outsourced call center services to the travel and hospitality industries, is using FootPrints for eService to quickly deploy a turn-key, multi-channel customer service desk without the upfront and continuous infrastructure costs associated with such a system.

Crossroads replaced its homegrown customer support system with FootPrints for eService Hosted Edition because of its ease-of-use, flexibility, web-based design, telephony integration, and advanced reporting capabilities. With the web-based system, the company can easily track, manage, and automate all inbound customer service requests received via phone, voicemail, email, chat, and faxes. It also offers self-service online options to enable customers to search knowledge bases for solutions, submit requests, and track status on their own. Leveraging the hosted version, Crossroads can now deliver highly customized outsourced call center services, and can easily and cost-effectively scale its operations to meet the growing needs of its customers.

More than just a hosted customer service desk solution, we sought a business enabler, and a system that could meet all of our current and future process and information management needs, explained Calvin Dennis, Chairman and CEO at Crossroads. “We realized that the most effective way for us to deliver world-class outsourced customer services was to embrace a customer support automation technology that was delivered in the same way as our business model. After a thorough assessment, FootPrints for eService proved to be the best solution that was able to integrate with our existing telephony system and support our workflow processes.

In addition to automating its call center processes, FootPrints for eService seamlessly integrates with Crossroads’ telephony system. This combination gives Crossroads the capability to intelligently route incoming phone calls, voicemail, email, and chat communications to available customer service representatives and subject matter experts. This ensures higher service levels and improves the overall customer experience.

With FootPrints for eService, Crossroads is meeting its original objective of serving client inquiries in record time. In addition, the system offers a range of service metrics and custom reports to help the company measure its own service delivery performance. FootPrints for eService was up and running in days, and within three months Crossroads was able to realize a full return on its monthly hosting fees. As an added benefit, Crossroads owns its 25-agent FootPrints for eService software license outright – a unique benefit offered by UniPress.

Our hosted version of FootPrints for eService gives organizations a comprehensive service desk solution that can be easily customized to support their existing processes, without compromising flexibility, scalability, and ease-of-use, explained Mark Krieger, President of UniPress Software. Crossroads is a perfect example of how a company can quickly and cost-effectively deploy a turn-key customer service system without investing in the associated IT infrastructure.

About The Author:

Dan Kork is a successful author and regular contributor to http://www.help-desk-software-n-application.com.  Help desk software - Learn everything you need to know about helpdesk from your own computer!