HEAT® Service and Support™
Simply Powerful—and ffordable—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.

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.

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

HEAT Voice Enablement

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.

HEAT Self Service

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.

HEAT® Inventory Management

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®