Todays Help Desk provides a central point of contact for end
users to submit service incidents and requests. Help Desk software
provides the IT support platform to facilitate ticket processing,
analytics and reporting, as well as integration with other IT
support systems.
Consider HEAT, the flagship and market-leading help desk
solution from FrontRange. With more than two decades of service
management experience and 8,000 plus customers across the globe,
customers can rely on HEAT to manage all their Help Desk service
and support needs, from initial request through incident closure.
HEAT includes a complete suite of core service and support
components into a consolidated service desk solution designed
specifically for the needs of the midmarket. End-to-end support
helps manage service issues from the initial call to completed work
orders and service restoration.
Key Benefits and Features of HEAT Service and
Support 9.0
- Flexible, easy to configure workflow
automation Using HEATs Business Process Automation
Module"(BPAM), the HEAT Messaging Center, and AutoTasks,
users can quickly and easily customize and automate the workflow
and processes including escalations, employee set-up, and change
processes; all without the need of a programmer.
- Fast time to benefit With HEATs Graphical User
Interface for form design, as well as over 20 years experience in
the Service Management industry, customers are able to get the HEAT
system up and running typically within one to two weeks.
- Centralized reporting With the HEAT Manager
Console" dashboard reporting capability, combined with the HEAT
Answer Wizard" and its more than 200 predefined reports, managers
are able to quickly get answers to key business questions and
actively monitor the support center status in real-time.
- Easy integration Using HEAT Messaging Center,
quickly and easily create web services to create and update
configurations, customer records, or service requests using
3rd party tools. HEAT also can pass data to any
receiving web service automatically.
- Automatic email monitoring HEAT automates
inbound and outbound email communication, allowing the service
organization to better use resources - emails are monitored based
on key words to auto-generate Service Requests; existing Service
Requests can be updated based upon a customer reply.
- Administration without a programmer Need to
capture additional data in a service ticket or tweak the workflow
for your change process? With HEAT, changes to the system, user
interface or workflow can all be done quickly and easily, all
without a Programmer or Software Developer
HEAT Service and Support"
Affordable, Automated Service Desk Solution
Reduce costs and elevate service levels with HEAT Service &
Support, the foundation of the HEAT product suite. Proven and
powerful, HEAT Service & Support is the service desk software
that helps organisations of all types take their service and
customer satisfaction to the next level.
HEAT Self Service"
Significantly Reduce Call Volumes
Increase service desk productivity by reducing the flood of
routine technical issues to your support centre. With HEAT Self
Service, customers can search the knowledge base, submit a new
service issue or check the status of an issue without adding to
your incoming call volume. iHEAT"
HEAT
Access Anywhere
Accessing HEAT service management tools has never been easier for
on-the-go technicians. With iHEATs server-based, thin client
computing system, technicians can access HEAT to view and manage
issues via a Web browser.
HEAT Plus Knowledge
Information You Need, When You Need It
Deliver superior support with quick and proper issue resolution.
HEAT Plus Knowledge improves customer satisfaction and actually
lowers overall costs by providing 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.
Find out more about HEAT and our
other solutions by calling 021 530 7460 or email info@intelligise.co.za
