Numara Software Helps Blue Ridge Paper to Increase Both Compliance and First Call Resolutions
Paper Products Producer Uses Numara FootPrints to Meet SOX Requirements and Improve Service Desk Operations
Tampa, Fla., February 5, 2007 – Numara® Software, Inc., a leader in service desk management solutions for IT professionals, today announced that its Numara® FootPrints® service desk software has been selected by Blue Ridge Paper Products Inc., a leading producer of commercial printing and writing papers and liquid packaging and coated bleached board for food service packaging. Blue Ridge Paper has chosen to deploy Numara FootPrints and Numara FootPrints Change Management to centrally manage all incoming IT service and support inquiries from the company’s employees and increase compliance with internal control requirements of the Sarbanes-Oxley (SOX) Act.
After years of using a homegrown Microsoft Access database to manage its IT service and support requests, Blue Ridge Paper determined it needed a more robust solution to keep pace with not only the company’s changing business requirements, but more importantly the audit trail requirements placed on the company by SOX. Blue Ridge began searching for a tool that would allow it to centrally manage and track all service desk activities, while also allowing agents throughout its six facilities across five states to access and collaborate on open trouble-tickets and requests. After evaluating a number of solutions, Blue Ridge found that Numara FootPrints’ comprehensive feature set, 100% web-based capability, multi-project support and low cost of total ownership was exactly what the company needed. Blue Ridge has already experienced enormous benefits since implementing Numara FootPrints, including doubling its first call resolution rate from 20-30% to 60-70%.
"One of the major things that Numara FootPrints has done is given us the capability to track and manage all service requests in one centralized location, so that issues do not fall through the cracks," said Greg Bridges, business systems coordinator at Blue Ridge Paper. "Having all of this information available in one location, accessible via the web, allows agents to access it from remote locations. The fact that we’ve more than doubled our level one problem resolution management is really a testament to Numara FootPrints’ functionality, ease-of-use, and flexibility."
While Blue Ridge originally purchased Numara FootPrints for its IT-related tracking functionality, the company quickly realized its versatility for other project initiatives after evaluating the full capabilities of the solution. Today, Blue Ridge is not only utilizing Numara FootPrints for SOX tracking and IT help desk operations, but also for sales tracking, human resources, and product development. Due to Numara FootPrints’ flexible functionality, the solution has allowed the company to terminate plans for an additional CRM and HR system, saving the company and estimated $350,000.
The company has also integrated Numara FootPrints Change Management, an add-on tool designed to automate all types of change and approval processes. With this solution, Blue Ridge Paper can track any IT-related changes made to core applications that require a paper trail for SOX compliance, including step-by-step change requests and multiphase processes that require voting and other approvals. Blue Ridge can then fully document these processes and change requests using the system’s comprehensive reporting capabilities.
"By implementing Numara Software’s FootPrints products, Blue Ridge Paper has taken great strides in improving its service desk processes and reducing the risks it faces in regards to SOX compliance," said David Weiss, president and CEO, Numara Software. "We are thrilled that Blue Ridge is looking to expand its implementation of Numara FootPrints for use in its external customer support and hiring processes, and we look forward to working with the company on future endeavors."
To learn more about Numara FootPrints please visit Numara Software’s Web site: http://www.numarasoftware.com/FootPrints/service_desk_software.aspx
About Numara Software Inc.
Founded in 1991, Numara® Software, Inc., is a global provider of service desk management solutions for help desk and customer support professionals who need to simplify and gain control over their increasingly complex environments. Numara Software’s trusted solutions address critical IT and support functions, such as service desk automation for internal and external support along with asset management, software patch and deployment, and network monitoring.
With its two flagship products, Numara® Track-It!® and Numara® FootPrints®, and more than 50,000 customer sites worldwide, Numara Software is the service desk management leader for small to mid-sized enterprises.
To register for a one-on-one guided walkthrough, attend a webinar or download a trial please call (800) 557-3031 or visit: www.numarasoftware.com.
Contact:
Mary Maloney
Numara Software, Inc.
813.227.4685
mary.maloney@numarasoftware.com
Laura Hindermann
Greenough Communications
617.275.6519
lhindermann@greenoughcom.com
Numara and the Numara logo are trademarks of Numara® Software, Inc. Track-It! is a registered trademark of Numara® Software, Inc.
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