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UniPress Software links FootPrints service desk to Salesforce.com.



UniPress Software, Inc., a leading mid-market provider of Web-based service desk automation software, has announced an integration between its FootPrints service desk and Salesforce.com's CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization.  sales automation Sales Automation - Sales Force Automation  application that does not require any programming. Through UniPress' recently announced FootPrints CRM Bridge, organizations using the sales component of Salesforce.com can bi-directionally link this system with UniPress' FootPrints Web-based service desk solution. This capability enables sales and support personnel using these respective tools to share and access information between FootPrints and Salesforce.com, and provides a 360-degree view of customer and support ticket data to manage customer relationships more effectively.

Using the FootPrints CRM Bridge, contact records stored in Salesforce.com can be easily mapped to FootPrints through a wizardbased set-up screen. This dynamic link allows organizations to maintain a single, centralized cen·tral·ize  
v. cen·tral·ized, cen·tral·iz·ing, cen·tral·iz·es

v.tr.
1. To draw into or toward a center; consolidate.

2.
 contact record source between sales and support groups through Salesforce.com and FootPrints, improving data accuracy and delivering realtime information to users.

With this integration, sales representatives using Salesforce.com for their sales automation have the ability to view their customer's support issues logged in FootPrints via a "FootPrints issues" button from within the Salesforce.com CRM sales automation tool. This gives sales professionals the ability to view any recent or outstanding support activities for customers in real-time, and can provide information that may be used for "upsell" opportunities. In addition, support agents working in FootPrints will have the ability to provide comprehensive support capabilities by linking to a single, centralized corporate address book where they can get the most up-to-date customer contact information that is stored in the Salesforce.com CRM address book. This is possible through the use of one "shared" master address book that is used within the entire organization when using the FootPrints CRM Bridge.

"Organizations running Salesforce.com CRM and FootPrints can now link these systems together without programming, and deploy a best-of-breed solution to improve sales and service operations," explained Mark Krieger, President of UniPress Software. "Through this new integration, sales and service personnel have fast, dynamic access to more information and the latest contact records available, which in turn, can make a positive impact on the overall customer experience."

As an added benefit of the integration of these two systems, Salesforce.com customers can leverage FootPrints' comprehensive workflow automation See workflow. , self-service online, advanced two-way e-mail management, and more to deliver highly effective customer support.

FootPrints Web-based service desk software is an award-winning mid-market solution that delivers comprehensive, advanced support automation in an easy-to-use, fast-to-implement, and affordable tool. FootPrints' capabilities include centrally managed, multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple  issue management, self-service online, knowledge management, two-way e-mail management, SLA (1) (StereoLithography Apparatus) See 3D printing.

(2) (Service Level Agreement) A contract between the provider and the user that specifies the level of service expected during its term.
 management, customer surveys, dynamic access to SQL SQL
 in full Structured Query Language.

Computer programming language used for retrieving records or parts of records in databases and performing various calculations before displaying the results.
 and LDAP-based corporate address books, automated au·to·mate  
v. au·to·mat·ed, au·to·mat·ing, au·to·mates

v.tr.
1. To convert to automatic operation: automate a factory.

2.
 reporting, and telephony Meaning "sound over distance," it refers to electronically transmitting the human voice. In the beginning, telephony dealt only with analog signals in the circuit-switched networks of the telephone companies.  integration.

The FootPrints line of Web-based service desk solutions helps organizations of all sizes streamline and automate To turn a set of manual steps into an operation that goes by itself. See automation.  customer support and help desk operations. The FootPrints product line consists of four versions of FootPrints technology, along with numerous integrated add-on tools to support a variety of different business applications.
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Publication:EDP Weekly's IT Monitor
Geographic Code:1USA
Date:Apr 18, 2005
Words:495
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