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HEAT® |
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In a world of increasing complexity and competition, the quality
of your support has a direct impact on the efficiency and profitability of your
organization. Today, support managers are challenged to adapt to rapid business
changes and higher service expectations. A solid service management strategy that
focuses on providing superior customer and employee support will increase productivity
and customer satisfaction while reducing costs.
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HEAT® Service and Support™
Simply Powerful—and Affordable—Help Desk Solution
HEAT Service and Support is the foundation for the HEAT product suite from FrontRange
Solutions. HEAT Service and Support provides core service and support functions, including incident tracking, inquiry tracking, and case management. Additional modules
with extended functions are listed below.
The Bottom Line: HEAT solutions enable your organization to increase service levels while lowering costs. HEAT
enables you to shift from reactive to proactive service
and gain a competitive edge.
HEAT is your answer when you provide answers to customers, employees, vendors, and
more. HEAT can help you meet your customer service department, human resources department,
and/or technology management needs, while providing you a complete analytical view
of end-to-end performance. HEAT gives you the visibility to see where you can improve,
and the agility to change as the market changes, to elevate your organization's
response to meet market demands, and to stay within your budget.
What's Inside HEAT Service and Support
- Auto Ticket Generator — Automatically create new call tickets and
update existing call tickets. Automatically respond to requests for call ticket
information and status.
- Call Logging — View key metrics, personal groups, and broadcasts
for a real-time status and quick access to records
- Business Process Automation Module™ (BPAM) — Create automation
and escalation rules intuitively using a wizard-like interface. BPAM automates many
business processes and monitors your system for problems.
- HEAT Quick Start Wizard™ — Tailor your system to your unique business
environment quickly and easily with HEAT Quick Start Wizard™
- HEAT Answer Wizard™ — Get fast answers to key business questions
and select from more than 200 predefined reports
- HEAT Manager's Console™ — Monitor key metrics and graphically illustrate
service and support center status
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HEAT is an effective solution for any size company, in any vertical, with specific
design considerations for small to mid-sized organizations. It is the only product
in its class that allows real-time remediation and escalation.
The HEAT family is a comprehensive
service solution. You can add the following modules to the core HEAT Service and
Support platform:
- Voice Enablement (IPPC) —
Add the power of integrated telephony solutions to your customer information
- Self Service — Increase customer
satisfaction, while lowering your cost per transaction as customers efficiently
find their own answers
- HEAT Inventory Management
— Effectively manage your IT assets, software licenses, and leases
- Heat Plus Knowledge — Benefit
from integrated use of your knowledge base information
- HEAT Plus Remote Support Suite
— Provide remote technical support to customers' desktop PCs
- iHEAT — Provide browser-based
Web access to your HEAT system for mobile and remote employees
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HEAT®
Product Suite |
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Integrated IP Telephony Solution
Heat Voice Enablement is a suite of integrated voice applications. These telephony
solutions can reduce workload, improve call handling, and increase productivity.
Using FrontRange Voice technology, the platform is scalable, flexible, and cost-effective—HEAT
users gain enterprise-level functionality at an affordable price.
What’s Inside
- Password Reset — Allows your customers to reset their Windows domain
password with a phone call. "How-to" questions comprise 27-43% of help desk contact
volume (Gartner), and password requests are a significant proportion.
- Shared Incident Management — For incidents that affect many callers,
such as a network failure, integration with the HEATBoard offers self-service options
that can save your organization from being overwhelmed and your service reputation
from being further damaged. Callers can open a new ticket by pushing a single button.
- Voicemail Call Ticket — A caller can create a ticket with a voice
message attachment, by entering a problem identifier and leaving a message. A HEAT
business rule can automatically "pop" these voicemail call tickets to analysts'
screens during low call volume.
- Ticket Status IVR (Interactive Voice Response) — FrontRange Voice
can access fields in HEAT to generate automated status updates, utilizing a variety
of identification methods. For example, "status," "journal notes," and "description"
fields can be read back to callers.
- Caller I.D. with Screen Pop — The system can route calls to the
person most qualified to answer. Caller I.D. identifies the individual while the
call is in the queue. The system checks the HEAT customer information database for
information to route the call, for example, what product the customer owns or who
serviced the customer previously.
- Outbound IVR Notification — Automated outbound follow-up calls
can efficiently gather information and effectively disseminate information. Some
examples are providing information about process milestones, getting approvals,
or identifying tickets with insufficient or no activity, thus improving service
desk metrics.
- SLA Real-Time Screen Pop — A call ticket nearing its SLA limit
can automatically "pop" a notification on the analyst's screen, enabling timely
interaction with the customer and effective SLA management
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Heat Self Service increases customer service desk productivity by routing routine
technical issues to your customer support center. Customers often receive the information
they need faster than with a human interaction, leading to increased customer satisfaction.
You can integrate Self Service with HEAT to gain a complete view of customers' or
employees' interactions with the customer self service support center.
HEAT Self Service enables your customers to do the following, without increasing
your call volume:
- Search the knowledge base
- Submit a new customer service issue
- Check the status of an issue
- Retrieve and reset lost passwords
What’s Inside
- Customized look and feel — Tailor the interface and content on
your HEAT Self Service Web pages to support the needs of your customers and employees.
- Service level classification — Prioritize requests based on the
customer's service level agreement. Customers can use a Web connection to log on
and access subscribed information immediately.
- Email confirmation — Automatically notify customers that their
issue has been logged and provide a hyperlink to their issue for tracking.
- Added Customer information — Give your support staff a head start
in resolving a customer's issue. HEAT Self Service tracks each customer's search
criteria and articles accessed.
- Session tracking — Learn how your customers use your knowledge
base and with what frequency.
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Maximize the return on your IT investment by actively managing your IT assets, software
licenses, and lease agreements. HEAT Inventory Management simplifies asset management
by providing concise, timely, and detailed asset information.
Integration with HEAT Service and Support provides added tools
to control your IT budget and optimize operations. Technicians can see a caller's
asset information and drill into specific details about the caller's system to solve
the problem. The relevant asset information is easily transferred to HEAT call tickets.
What’s Inside
- Asset Scanning — Capture hardware and software data quickly and
accurately on a variety of different platforms
- Change Logs — Show asset information that has been added, removed,
or changed since the previous scan
- Tracking Manager — Manage all your organization's IT assets throughout
their lifecycle, with both detailed and "big picture" visibility
- Asset Summary — View current asset information, including software
license status and alerts, warranties, and leases coming due
- Track Assets by User — Compile all assets for a user, with customizable
sorts by hardware, software, changes, and favorites—making it
easy to know asset
locations
- Powerful Reporting — Run more than 25 management reports using
Crystal Reports®
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Information You Need, When You Need It
HEAT Plus Knowledge is IT help desk software that delivers superior support
with quick and proper issue resolution. HEAT Plus Knowledge improves customer satisfaction
and actually lowers overall costs by providing IT help desk support technicians
easy access to answers. And by adding Right Answers Knowledge-Paks® - the world's
first and largest IT support knowledge base - your technicians and end-users can
access hundreds of thousands of problem-resolutions. Knowledge-Pak titles cover
virtually every popular business application from vendors such as Microsoft, Netscape,
Novell, Corel, Lotus, Adobe, and Symantec.
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Secure Online Customer Support
Instantly support the customers on your network without deploying and maintaining
client software. Powered by LANDesk®, HEAT Plus Remote Support Suite enables fast
and easy customer support via the Internet.
Support your customers more quickly and easily with a more effi cient IT support
environment. HEAT Plus Remote Support Suite provides SSLencrypted sessions to protect
remote support activities, and it includes a remote incident resolution suite with
remote control, real-time system information, chat, fi le transfer, and remote execute
and reboot.
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Easily Integrate HEAT and LANDesk®
Find new efficiency by integrating HEAT Service & Support and LANDesk® Management
Suite (LDMS) with HEAT® Desktop Manager.
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HEAT Access – Anywhere
Accessing HEAT service management tools has never been easier for on-the-go technicians.
With iHEAT’s server-based, thin client computing system, technicians can access
HEAT® to view and manage issues via a Web browser.
Access the power of HEAT anytime, anywhere via the Web, and give technicians greater
mobility and access to real-time data through one centralized database—all while
keeping your data completely secure. With the same look as HEAT and clientless installation,
iHEAT is simply powerful.
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