BMC Footprints supports any workspace you need
Use Cases and Deployment Scope
I use BMC FootPrints to keep the tracking of product demos and proofs of concept with the customers, we have different workspaces, one for presales, other for the projects, other for end user's comments, other for end customer's support, and the last one for internal support. This product really doesn't face any problems, the only thing that I can say is that the interface is a little bit ugly, there out is a lot of software more friendly but Footprints is really functional for us, it has so many configurations to accomplish the tasks that we need.
Pros
- Workspace customization
- Very stable operation
- Pop-up notifications
Cons
- Default interface design. It is not so friendly, then it could take more time for some customers to use it.
- Interface customization. We can't customize it so much to make it more friendly for the end-users.
- The workspace configuration requires specific training because there are no wizards to get the whole workspace configured from zero. Many brands offer friendly wizards to get the software functional.
Return on Investment
- At first, we got a negative experience of the lack of knowledge, BMC Footprints requires so much time to become an expert on it. That was reflected in an increase of time spent in configurations over Footprints and simultaneously attending the regular operation.
- Once we became experts, we were able to get a lot of benefits from it. We can configure as many KPIs as we need (based on spent time, cost, etc.). That allowed to us retrieve the hours taken for the starting configurations and be more fast attending to the requests and getting the KPIs.
- We can create a workspace for some specific customer or internal area in a few minutes and start the support in 1 day.
Alternatives Considered
BMC Helix Remedyforce
Other Software Used
Microsoft 365 Business Premium, ManageEngine Remote Access Plus, Zoho Assist
