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Numara™ FootPrints® provides Vitesse with a web-based tool that has automated the process of routing requests to dedicated support personnel, and enables technicians and users to centrally access, manage, and track issues from start to finish.
Key Requirements With offices located around the world, it was essential that Vitesse find a web-based solution, into which both employees and technicians could submit input via HTML, from any location. The help desk needed to be simple, from initial installation to ongoing maintenance and use. To reduce response times and speed issue resolution, Vitesse also wanted a solution that could generate automatic email updates to notify technicians whenever a ticket was entered or changed. In addition to being able to centrally track open issues and requests, the solution had to have strong reporting capabilities, so managers could easily check the status of every issue and generate reports on workflow and trends.
Vitesse wanted a solution that offered extensive flexibility, and could be easily customized to support the company’s existing UNIX infrastructure. Specifically, Vitesse needed its help desk to dynamically link with its Network Information System (NIS), which stores critical company user and password information.
To support these requirements, Vitesse selected Numara FootPrints, Numaras’ 100% web-based help desk and issue management software. Numara FootPrints is designed to provide organizations with a centralized tool to track and manage issues and tasks for help desks, as well as a range of other business applications. According to Marshall, Numara FootPrints was the only solution they reviewed that could support its exact requirements.
“Though we received the names of nearly three dozen help desk solutions that are currently on the market, we quickly discovered that Numara FootPrints was the only one that could provide us with the specific functionality we needed, especially with regard to the HTML input and UNIX support,” explained Marshall.
The Numara FootPrints Solution @ Vitesse Numara FootPrints provided Vitesse with a fully web-based solution, designed to seamlessly support the company’s multi-location environment. Because Numara FootPrints is truly web-based – not a web-enabled add-on to a client/server system like other solutions – it eliminates the high costs, complexity, and hands-on administration required by other tools. The software’s web architecture also enables global access for anyone at any of Vitesse’s worldwide locations, via the web, email, and wireless tools. Users need only a browser. No client software is required.
Numara FootPrints supports multiple users, project groups, and projects simultaneously, enabling Vitesse to easily track a range of support activities from a variety of users and sites all in one place. Automatic email reminders keep technicians and employees informed of changes, updates, and other status at all times.
“Whenever our employees encounter technical problems, they understandably experience some frustration, and are anxious to find a quick fix. Before Numara FootPrints, this frustration had only been exacerbated by their inability to track down the status of their tickets,” explained Marshall. “Numara FootPrints’ email functionality has really closed the communications loop, ensuring not only that our technicians are quickly responding to issues and changes, but also that the employees themselves are automatically updated on all activities as they progress.”
Numara FootPrints is extremely easy-to-use, and it can be quickly deployed in less than a day. Within a week, Vitesse had its help desk fully up and running across the organization. A key part of the installation was the customization to support Vitesse’s existing NIS directory. “Numara Software was extremely helpful in extending Numara FootPrints’ functionality to meet our exact needs,” explained Marshall. “Numara FootPrints is dynamically synchronized with our NIS database, so we can add users and make changes as usual in the system, and they are instantly recognized in Numara FootPrints – along with the appropriate password and other user information.”
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