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Key Requirements In the fall of 1997, Elmer Masters, the IT Director at the Cornell University Law School, began a search for call tracking software for his small but growing support center. Masters knew he had to implement a commercial call tracking software solution. The ideal product would be web-based, flexible and easily customizable and priced within his budget. It would be a product that would provide just what he needed for his small support center, yet have the ability to grow as the support center grew. In order to implement most other solutions Masters evaluated, he would have had to pay for many features that his department did not need. In addition, most other solutions were not designed from the ground up to take advantage of the web, but rather offered an add-on web interface which would further add to the cost and complexity. The Numara FootPrints Solution @ Cornell Masters and his team downloaded a free evaluation copy of Numara FootPrints from Numara Software. They found that Numara FootPrints was a web-based call-tracking solution that was easy to install and use. Within hours of the installation, the new Cornell University Law School support center was up and running. Masters quickly discovered how easy it is to customize Numara FootPrints; adding new fields, making data available to the public, managing problem resolution, and other administration tasks are all done through a simple graphical web interface. Because of the combination of these features and the low cost of Numara FootPrints, Masters decided to purchase Numara FootPrints. Today, Masters uses Numara FootPrints to run the online support center and as a management tool to prepare monthly reports and track efficiency. The support team is able to provide its clients with superior service. In addition, Cornell uses Numara FootPrints to manage New User Requests from all areas of the school, as a bug tracking solution for their database developers, and to track and manage problems with the school's servers. There was no extra cost to expand Numara FootPrints usage to all these areas. "Numara FootPrints is the solution we were looking for. We started with simple call tracking and have expanded its use to other areas," said Masters. "The technical support team at Numara Software is great. If I have a problem they go out of their way to duplicate it in their own environment. I know that they'll find the cause of the problem and get back to me with a solution," Masters added. Numara FootPrints gives Masters and the support team at the Cornell University Law School the necessary tools to handle the evolving needs of their clients.
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