Help Desk Software

Woodbine Entertainment’s Greg Blanchard and Standardbred Canada’s Jeff Porchak discuss how to get started using TrackIT
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Westport, CT — December 18, 2007

Jay Bower, Crossbow Group president, today an-nounced that Tampa, Florida-based software company Numara Software has chosen and utilized Crossbow to develop an integrated launch campaign for Numara FootPrints 8, the latest version of its industry leading service desk management solution. The now active lead generation and conversion campaign involves email, online media, print and other direct media.

“We chose Crossbow Group because of its strong history of result-oriented, direct marketing campaigns – particularly with software companies striving for similar high-growth goals to ours,” said Debbie Ingram, Edison, NJ-based director of marketing for Numara Software. “Crossbow delivers integrated lead generation campaigns focused on yielding high-open rates and lead conversion. Our marketing objective is to deliver a consistent, high volume of quality leads for our sales team and Crossbow is helping us to achieve our objectives.”

“The Numara Software team has listened carefully to its customers and prospects and has deli-vered a greatly enhanced service desk solution in this new release that will meet and exceed the needs of both line support staff and their senior managers,” said Bower. “We’re excited to be working with the Numara Software team to deliver a high impact, highly efficient campaign.”

About Numara Software

Founded in 1991, Numara Software, Inc. (formerly Blue Ocean Software) is a global provider of service desk management solutions for IT help desk and customer support professionals who need to simplify and gain control over their increasingly complex environments. The Numara Software trusted solutions address critical IT and support functions, such as customer service desk, IT help desk, asset management, software patch and deployment, and network monitor-ing.

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.

For more information about the company, please visit www.numarasoftware.com.

About Crossbow Group

Crossbow Group, one of B-to-B Magazine’s Agencies of the Year for the second straight year, is a full-service direct and interactive marketing and communications agency with expertise in developing high impact programs that drive measurable results – across the entire spectrum of communications media. With a solid grounding in the discipline of conventional and interactive direct response, Crossbow Group ensures that all communications work together as an inte-grated whole to achieve an ROI that meets or exceeds expectations. The firm’s client list in-cludes CIGNA HealthCare, T.Rowe Price, Intuit, Yahoo!, The Motley Fool and other well-known brands.

For more information about the company, go to www.crossbowgroup.com or contact Jay Bower at 203-222-2244.

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Highlights of new features in Numara Track-It! including change management.

An overview of the new change management functionality available in Numara Track-It!
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Quick overview of help desk management using Numara Track-It!.

East Dorset District Council Improves Support Response Rates with Numara Track-It!

Reading, UK, 6 May 2010: Numara® Software, Inc., global leaders in service desk and asset management solutions, announced today that East Dorset District Council has substantially improved its call lifecycle and response rates – thanks to Numara Software’s help desk solution, Numara® Track-It!®

On average, the IT team receives between 120-170 support requests per week., but it was previously unable to respond to and resolve them effectively. Since implementing Numara Track-It!, East Dorset District Council has been able to reduce the help desk call backlog by up to 15 percent and respond to support requests 20 percent faster. Communication in the IT department has significantly improved.

East Dorset District Council has approximately 400 employees working across multiple sites and the IT team looks after approximately 50 servers and supports around 300 workstations.  The council needed a simple, adaptable and effective help desk system that would manage support requests from internal staff.  Numara Track-It! was chosen as the ideal solution, because it was straightforward to use and fit for purpose in terms of scalability, flexibility and price.

Eugene Potter, IT Operations Manager at East Dorset District Council says Numara Track-It! was primarily chosen on the overall strength of the product in relation to the council’s needs.

“We chose Numara Track-It!, because it suited the needs of a ‘local council’ perfectly.  From a technical point of view, we chose it because it is very modular and we could decide which components we wanted to adopt right from the beginning of the process. We also liked the fact that Numara Track-It! had a high level of user participation.  The easy-to-use software provides our staff with the ability to log their own service calls and participate throughout the entire process. This total visibility of the process is very important to them and helps with user satisfaction.”

She also stated, “the initial installation was very simple. The service and training we received from Numara Software was excellent. We’ve always had strong support from Numara Software who are keen to ensure that we run a  cost effective help desk  and that Numara Track-It! is customised to our needs successfully.”

East Dorset District Council is using the latest version, Numara Track-It! 9.0, and Eugene Potter says he’s been very happy with the way the product has helped the IT team.

“Numara Track-It! has helped improve the way we deal with the call life cycle and gives the end user multiple ways to raise an incident request.  It has given us a structured way to allocate work and our ability to respond to support requests has improved significantly due to auto-notifications, self-service and the ease of prioritisation with Numara Track-It! I would say that we are now able to respond to requests approximately 20 percent faster and it’s also meant that we’ve decreased our service backlog by between 10-15 percent.”

About Numara Software, Inc.

With more than 55,000 customer sites worldwide, Numara Software is a global leader in delivering practical, flexible solutions that allow IT organisations to improve service to their end-users. Our integrated IT service management and IT asset management software platforms enable organisations to efficiently automate a wide variety of IT related tasks and processes using interoperable solutions from a single, proven vendor. Widely known for our dedicated focus on ease of use and affordability for our customers, our IT solutions deliver fast time-to-value, increased control, and reduced risk for small businesses to large companies. For more information, visit: www.numarasoftware.com