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The Cyberlynk, the developer of the center's technical infrastructure, used Numara® Software's Numara FootPrints® to keep things running smoothly. Numara FootPrints offered an online help desk to help journalists quickly address problems without losing valuable work time. It also provided a way to regularly track the status of the center's technical systems, and make sure the center was up and running at all times. 2002 Olympic Winter Games Media Center Business Need The Park City Media Center (PCMC) offered a centralized facility with all the tools the media needed to do its job: full-service workstations, media services, office supplies, and more. The Cyberlynk supported the media center with high-speed Internet access, email, network integration, and support services. Ernie Ferran, President and CEO of The Cyberlynk, wanted to set up a stable, reliable, cost-effective environment in which the journalists covering the Olympics could work. To ensure a seamless operation, he needed to track two critical business processes for which high levels of volume were expected during a peak period of time. First: online support. To ensure the media was not bogged down by technical and other questions, Ferran needed to offer internal and remote support to help users on multiple floors within the center - maintaining service quality without tapping out his staff and other resources. Second: system efficiency. With so many people utilizing the PCMC's services, Ferran couldn't afford system errors or delays. He needed to monitor of the effectiveness of the center's infrastructure throughout each day to ensure that the center's infrastructure was fully operational, and to flag and resolve any problems before they occurred. The Numara FootPrints Solution @ PCMC Numara FootPrints offers an affordable, web-based system to quickly address support requests, and track, manage, and report on all types of issues and activities. The software reduces support and management costs and delivers immediate value, offering fast, simple installation in a day - without the complexity and hands-on administration of other tools.
Numara FootPrints provided an online help desk, enabling the thousands of journalists working in the PCMC to submit and track issue tickets from their browsers, chat with agents, and obtain remote control support. The Cyberlynk customized Numara FootPrints' online forms so journalists could categorize support tickets using simple drop-down menus. Each issue was then automatically prioritized and routed to the appropriate technicians, who received email alerts to provide immediate responses. Because the system worked smoothly, and agents could quickly access requests, most issues were resolved in 15 minutes or less. Additionally, Numara FootPrints maintains a comprehensive knowledge base, so journalists were able to search for solutions on their own, access FAQ lists and more.
"Many journalists covering the Olympics came and stayed for a week at a time. With Numara FootPrints, we could get them up and running quickly. Numara FootPrints' ease-of-use meant that they could simply open a browser window, log in, and start using the help desk - without any training. They loved it!" commented Ferran. "It was also be a snap for our technicians to maneuver the system and quickly respond to problems, update tickets, and more."
Using Numara FootPrints' online tracking, interactive live chat, and remote control capabilities, technicians were able to respond to and resolve problems from The Cyberlynk's offices, and in the center itself. Chat sessions and other communications were copied into Numara FootPrints to create an easy-to-follow trail of dialogue and activity related to each ticket. Because everything was accessible through a browser, The Cyberlynk didn't need to have scores of support staff in the center - reducing the cost of hiring on-site personnel, while speeding response times.
Finally, The Cyberlynk utilized Numara FootPrints to proactively keep tabs on all systems functioning in the PCMC, running audits at least three times a day to check for and troubleshoot technical problems. Reports were generated in a matter of minutes, providing real-time information about network resources. As a result, The Cyberlynk's team was able to quickly address and resolve any issues before they became major problems - creating a completely stable, reliable environment in which the media could work.
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