UniPress Links FootPrints Service Desk To CRM Applications

Customer Inter@ction Solutions, May 2005

UniPress Software, Inc., a midmarket provider of Web-based service desk automation software, has announced a new solution for dynamically linking its Footprints service desk on a bidirectional basis to CRM tracking applications from Microsoft, Salesforce.com and Salesnet with no setup programming required. The new Footprints CRM Bridge provides organizations with the capability to share and access information between Footprints and sales modules of CRM tools, giving both service desk agents and sales professionals a 360-degree view of customer data, and allowing them to manage relationships more effectively.

Available now, Footprints provides a 100-percent Web-based system for multichannel issue tracking, self-service online, SLA management, knowledge management, e-mail management, automated reporting and telephony integration.

With the new Footprints CRM Bridge, sales personnel using the sales modules of the three previously stated sales applications have the ability to view the complete customer support history maintained in Footprints. This allows sales representatives to get real-time support activity for their customers when conducting a support call.

Also, this integration allows Footprints service desk personnel to dynamically share sales contact databases within these CRM applications. As contact data change in the sales tracking application, they are instantly available in Footprints.

Powering the Footprints CRM Bridge are the Footprints Dynamic SQL Link, an add-on module that allows FootPrints-powered service desks to dynamically access SQL data, and the Footprints XML/SOAP interface, allowing integration with an organization's critical data with only minutes of setup and no programming or consulting required.

www.unipress.com