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Company Name: ShopCreator

>> How can a growing software company with international operations better handle incoming call volume, and make business-critical information centrally available to partners, customers, and employees around the world?

FootPrints® provides Shopcreator with a web-based solution to track and manage customer service calls, and to offer internal and external information access through an online knowledge base using any standard browser.

Key RequirementsShopcreator provides hosted software solutions to help small-and medium-sized businesses build complete e-commerce sites. With more than 50 partners and approximately 9500 end-users worldwide, Shopcreator gets anywhere from 1200 to 1900 phone calls each month for technical support and customer service inquiries. With so many calls, Shopcreator's support team was overwhelmed, and queries were sometimes left unanswered for two to three days. To support customer service and technical support inquiries in its UK office, Shopcreator sought a call tracking software solution with knowledge base capabilities something simple yet robust, that could be easily deployed to support the company's specific needs. The right solution also needed to be web-based and centrally accessible from any browser, anywhere in the world so global users could easily use the system's features without needing any additional software or training.The FootPrints Solution @ ShopCreator

FootPrints provided Shopcreator with a 100% web-based architecture to automatically track and manage incoming calls and issues, while building a comprehensive knowledge base for ongoing, self-directed help. The system is extremely easy-to-use and can be rapidly deployed on a central web server, with immediate access from any standard web browser without programming, consulting or training.

Shopcreator installed and customized FootPrints at its UK office in less than a week, and made it available online. As requests flow into the company's Customer Service department, they are logged into FootPrints as individual issue tickets. The system's escalation functionality means that every query can be answered in a timely fashion. Each ticket is tracked until it is fully closed out. Shopcreator employees, partners, and customers can easily access the system at any time to remotely submit issues and check status. With FootPrints, Shopcreator accesses an extremely fast, simple tool to control its rapidly growing call volume speeding response times, enhancing employee productivity, and improving customer service.