Implementation Consulting Services

Product Engineers are available to perform a range of tasks in installing, configuring and implementing Numara™ FootPrints® at your site. The following tasks can be performed onsite by a Numara FootPrints Product Engineer to your specifications. Not all tasks are required, but the relevant mix will vary based on your organization’s needs. The time involved for each task is dependent on the requirements of the organization, the amount of information provided, the availability of dependent systems and administrators, and the complexity of the requirements. Please refer to the “Numara FootPrints Implementation Plan” document or “Numara FootPrints Online Help” for more details on these tasks.

• Conduct an initial assessment. We will interview stakeholders, review the current process, and review any available documentation on current and/or desired process.
• Install Numara FootPrints software on the web server (only needed if Numara FootPrints will be installed locally at the customer’s site)
• Create the initial project database using the Project Wizard
• Populate the address book (via import from provided .csv file, or dynamically via LDAP or SQL).
• Perform global system administration tasks, such as customizing colors, system authentication, system email settings, and archive project
• Configure project options, including time tracking, appearance options, and record names.
• Configure fields for the project, including issue-based fields, contact fields, priorities, statuses, field headings, and (optionally) field dependencies.
• User management
  • Create and/or modify permission roles
  • Create or import agent (licensed) user accounts and assign roles
  • Create assignment teams and add agents to teams
  • Define agent schedules for availability
• Configure customer self–service online (including customer interface, customer surveys, etc.)
  • Create customer accounts or enable auto-add customer feature (if customer self-service will be enabled)
• Workflow management
  • Enable auto-assignment based on issue type
  • Create rules for a more complex assignment process
  • Create rules for notification and escalations
  • Create service levels and associated rules
• Create quick issue templates for common issues, including subtasks
• Configure project email notification rules and templates
• Create report templates and schedule auto-run reports
• Configure knowledge base options (including approvals, FAQ’s, links, etc.)
• Convert and import existing issue data from the previously used tracking tool(s). Note that users should be added before loading issue data to preserve links to customers and agent assignments.
• Configure any integrated Numara FootPrints add–on modules that have been purchased, such as Numara FootPrints Asset Management, Numara FootPrints Live eSupport, Numara FootPrints Integration with RightAnswers Knowledge-Paks, etc.
• Create additional projects if needed or other tracking purposes
• Review configuration with stakeholders

Implementation Packages

Packages are available for any of the above tasks to be performed onsite within a 2-5 day period by a Numara FootPrints Product Engineer. To help us determine the time required for your specific implementation, we will provide you with an implementation questionnaire. When we receive the completed questionnaire and review your actual requirements, we will inform you of our estimated time to complete your implementation.

While onsite, the Numara FootPrints Product Engineer will work with you to configure your Numara FootPrints tools to your specifications. We recommend that your designated Numara FootPrints Administrator work with the Numara FootPrints Engineer onsite to learn the process for maintenance purposes.

IMPORTANT NOTE: Implementation packages cover the customization options that are available within the Numara FootPrints software using the existing features and options “as is”. Feature enhancements, special customization, new features, etc. cannot be accomplished through the onsite customization provided by Numara Software. Our engineers are product engineers who can configure the software through the administration interface. They aren’t programmers. They do make every effort to configure the software to your needs within the bounds of the available features and options.

For special feature requests and enhancement requests that require a programming change, we recommend that you submit your specifications by sending an email to your sales representative, and we will send you a project quote, including a timeline and pricing.

Implementation/Training Combo Overview

For new customers, a combination of product training and consulting can be scheduled together to help you get up and running quickly. The trainer/consultant will work with you to design a 3-day training class from the available topics, and then work with you for 1-2 days onsite after the class to configure your Numara FootPrints.

Questions?

If you have any questions, please contact your Numara Software Sales Representative at 800.557-6970.