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Numara™ FootPrints® provided Alamance Regional Medical Center (ARMC) with a single, streamlined tool to support calls and streamline help desk activities. At the same time, ARMC leverages a powerful tool to manage open tasks and projects, and optimize its internal IS operations.
Key Requirements According to Network Administrator Andy Gerringer, ARMC’s number one requirement for a help desk solution was that it be web-based, and could minimize the high complexity and costs of the hospital’s current system. “We wanted a web-based system that was easy to install, administer and use, and could reduce our support and maintenance costs. Numara FootPrints met this basic requirement, but also offered a level of additional flexibility that we didn’t see in any other solution,” explained Gerringer. “Once we saw how Numara FootPrints could be extended to streamline our business operations beyond the help desk, this flexibility became a critical component of our product search. We looked at all the major products in the market, and they were all much more limited. Numara FootPrints was the only solution that could truly accommodate all of our needs.” Other key factors that drove ARMC’s decision were Numara FootPrints’ affordable price tag and extensive customization features. The software can be easily customized to individual and organizational requirements using simple web-based forms and pull-down menus. No training or consulting is required. The Numara FootPrints Solution @ ARMC Numara FootPrints provided ARMC with a 100% web-based solution to automatically track, manage, and report on all types of issues and activities. Numara FootPrints’ web architecture and functionality reduce support and management costs, offering fast, simple installation without the complexity and hands-on administration required by other tools. ARMC’s initial installation of Numara FootPrints took a mere 15 minutes. Real-time set-up help made it easy for users to understand what the software does and how to use it. Including customization, the entire system was up and running and in full use in one week – without any programming, database administration, consulting, or training. “Everything with Numara FootPrints has been a snap, from the initial installation to all subsequent updates,” said Gerringer. “Put simply, the software is extremely easy to implement and use.” Using Numara FootPrints’ built-in database, ARMC seamlessly imported its existing address book information from Microsoft Exchange, making all current contact data centrally available via the web. All updates and changes are made directly within Numara FootPrints. The software is loaded onto a central web server, so users can instantly access and share information from any standard web browser, at any location. No client software is needed. Once ARMC started using Numara FootPrints to gain control of its help desk activities, the IS department saw the value of the software’s application for its own project management needs. “In addition to improving our internal support operation, we realized that Numara FootPrints’ issue tracking and management capabilities could help us streamline the way we assigned, managed, and tracked all of our internal projects,” explained Gerringer. “Our department is divided into 5 groups – network staff, help desk staff, AS/400 programmers, clinical, and interface people. Each team now uses Numara FootPrints to assign projects and tasks, exchange information, and report on the latest status.” Numara FootPrints supports multiple users, project groups, and multiple projects simultaneously. Multi-level security facilities ensure authorized access to all information and activities. For the full PDF version of this case study, click here.
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