We have had an increase in efficiency now that we have the time tracking active. We are much better able to track employee activity.
Our sales department has a workspace set up to field incoming sales inquiry emails. It makes it much easier to see who has sent in something, and also see who is working what leads.
Our customer service has gotten better since we have started assigning issues for follow up. We also have an escalation in place to alert management for a large number of incoming issues, or an issue that has gone over 60 minutes without a response.
At my organization, BMC Footprints helps to make employees more efficient not only in solving issues but getting any issues they may have out in the open. It allows employees that are physically far apart to communicate and branch out and helps to assist customers outside of the organization as well (i.e. technical support, help desk, customers).
It has been great. We used to print orders and have field agents take paper to the field. Now we dispatch to an iPhone and close via iPhone all through BMC. No more paper. We are saving tens of thousands per year.
It saves time when IT auditors come by, because we route all approvals through it for logging.