Numara FootPrints
Customer Case Study

Key Requirements

Corpsite is a web hosting and service company that provides web site hosting and development, leased corporate server solutions, turn-key reseller server programs, and corporate intranet/internet services. Corpsite was looking for a solution that would provide customers with a way to find the answers to some of their questions without calling for support. They were trying to ease the load on their small but highly trained support team.

The product that Corpsite ultimately chose would have to be web-based and easy for customers to access and use. The ideal product would not only be web-based and easy for customers to use, but also provide customers with a self-help option and be feature rich and robust enough to handle supporting a diversified group of customers worldwide. It would also have to be priced within budget. Bill Burks, President and CEO of Corpsite, knew he needed to find just the right product to support his customers. With so many products in today's market all claiming to provide the same features, finding the right one meant sifting through the marketing jargon to get to the real functionality. Burks and his team looked at and evaluated over 20 different solutions. Most of the products were eliminated quickly in the process because they were not truly web-based. Rather, they were client-server solutions with web interfaces, which meant extra costs, complicated configurations and difficult maintenance. Numara FootPrints was designed from the beginning to be web-based so none of these complications apply to Numara FootPrints, and it can be used on any type of computer.

The Numara FootPrints Solution @ Corpsite

At the end of the evaluation, Burks had the field narrowed down to Numara FootPrints and one other help desk solution. The other solution was costly, required consulting services for installation and his team would need to be trained on product use. This also meant it would be weeks or months before Corpsite would be able to see the benefits of having such a solution. The Numara FootPrints solution was reasonably priced, Burks'team would do the installation themselves and no product training was necessary. Corpsite had Numara FootPrints up and running with analysts taking calls in less than a week, seeing the benefits immediately.

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