EDISON, N.J. -- Hospital Cites FootPrints' Ease-of-Use, Low Cost of Ownership, 100 Percent Web-Based Architecture, and Email Management Functionality as Top Reasons for Selecting Award-Winning Service Desk Product
E[acute accent]UniPress(R) Software, Inc., a leading mid-market provider of 100% web-based service desk automation software, today announced that The Medical Center of Central Georgia (MCCG) has selected FootPrints(R) to centralize and resolve thousands of IT service and support requests from more than 5,100 full time and part time employees. MCCG also provides IT support for many contract employees, such as private physicians and consultants. To ensure its reputation as one of the more distinguished healthcare facilities in the country, MCCG's IT department proactively manages all technology-related incidents within FootPrints. In addition to its help desk, MCCG is using FootPrints to manage all IT-related change requests and other critical projects, such as security access and pharmacy tracking, to name a few. E[acute accent]FootPrints provides a web-based service desk system that includes centralized, multi-channel issue tracking and a broad range of built-in features, including comprehensive workflow and business rule automation, self-service online, knowledge management, two-way email management, service level management, comprehensive reporting capabilities, and more. The system offers healthcare organizations, such as MCCG, the ability to centrally track and manage all incoming service and support requests received via phone, email, the Internet, chat, and wireless PDAs. FootPrints also offers healthcare organizations its signature ease-of-use and a powerful workflow engine, along with the ability to easily customize the product and create multiple partitioned projects without requiring any programming, consulting, or training. E[acute accent]Using FootPrints as its primary tool for managing service and support requests, MCCG has implemented several business processes to proactively track and manage all change and approval procedures within the organization. MCCG's change management processes allows them to track and automate issues in a controlled, rule-based manner, automating stages of approval to ensure communication workflow and processes are met. E[acute accent]"With FootPrints, we now have a system that allows individuals in our company to handle a work request by submitting them to an approval queue," explained Isaac Ramsingh, systems analyst for the IT department at MCCG. "This way, no one can touch these requests until a manager approves it. This has been a major improvement for us. More importantly, we can retrieve an audit to view the history of each ticket to see who did what, who approved each work order, who closed the ticket, and much more." E[acute accent]MCCG began its search for a new service desk product in January 2005 and narrowed their choice to five solutions: UniPress' FootPrints, FrontRange's HEAT(R), BMC's(R) Remedy(R), and solutions from Touchpaper and Hewlett-Packard. After a thorough review of each product, MCCG selected FootPrints based on its flexibility, email management functionality, web-based technology, and affordability. E[acute accent]"Previously, for technical tracking, we had a homegrown system that was developed by one of our employees," said Mr. Ramsingh. "While the system was useful early on, there was no dynamic functionality, such as web integration and email management. As our service volumes grew, issues and requests were falling through the cracks. We needed a new service desk tool that would allow us to be more efficient, process more requests, and deliver better overall support to our employees and customers, in turn helping us provide better healthcare to our patients." E[acute accent]The IT department is also tasked with managing requests for access to most systems throughout the organization. According to Mr. Ramsingh, "Security management was previously discussed in meetings and via email, but there was no way of tracking approvals and generating reports." In conjunction with the Corporate Compliance and Security department, FootPrints is now being used to manage and control access requests to critical systems, using an automated process whereby requests for access or change of access are tracked from the point of the request on to the point of access. This greatly helps to streamline processes relating to the transitioning of new hires and the management of requests for security access changes for critical systems, among others. E[acute accent]MCCG has recognized a significant number of business benefits since implementing FootPrints. Workflow has been the most important improvement for MCCG - from beginning to end, every technology-related process, as well as many others are now automated and tracked, creating a seamless environment between IT and the outlying departments. The organization has also noticed an 800 percent increase in tickets being logged since implementing FootPrints. In the past, the IT department used to enter an average of 100 tickets per week. Now, they are fielding approximately 900 service requests per week, roughly nine times the volume experienced with their previous homegrown system. E[acute accent]To read more about how the Medical Center of Central Georgia has benefited from FootPrints, please visit: http://www.unipress.com/footprints/mccg.html
E[acute accent]About The Medical Center of Central Georgia
E[acute accent]The Medical Center of Central Georgia (MCCG), a designated Level I Trauma Center and Magnet(TM) hospital, serves the residents of Central and South Georgia, with a primary and secondary service area of 28 counties and representing a population of approximately 750,000. The Medical Center has 4,300 employees and a medical staff of 500 physicians. MCCG's licensed capacity is 603 beds, including medical-surgical, obstetric, pediatric, psychiatric, cardiac intensive care, neurology intensive care, pediatric intensive care, and cardiac surgery intensive care. MCCG is the primary teaching hospital for Mercer University School of Medicine, providing residency programs for approximately 100 residents. MCCG provides a broad range of community-based, outpatient diagnostic, primary care, and urgent-care services, as well as an extensive home health and hospice-care services. www.mccg.org
E[acute accent]About UniPress Software, Inc.
E[acute accent]Headquartered in Edison, New Jersey, UniPress Software, Inc. is a developer of web-based service desk automation software serving the mid-market, as well as large and small organizations. The company's FootPrints(R) product line, launched in 1996, provides a comprehensive range of capabilities to significantly improve help desk and customer support operations, and is used worldwide by more than 2,300 corporate organizations, government offices, and educational institutions, including Prudential Financial(R), BHP Billiton(R) Petroleum, IBM(R), Kampgrounds of America, Hunter Fan Company(R), the IRS, and the University of Pennsylvania. UniPress' FootPrints software is available in numerous versions, along with add-on tools and best-of-breed integrations. The company also offers a complete line of product and best practices training courses and professional services. For more information, contact UniPress Software at 1-800-222-0550, or via the web at http://www.unipress.com.
E[acute accent]UniPress(R) Software and FootPrints(R) are Registered Trademarks of UniPress Software, Inc. All other trademarks are registered trademarks of their respective owners.
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