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Info & Downloads
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You can do so much with HEAT. It‘s great realizing we bought a piece of software that the entire district can actually use, and we don‘t have to buy another application to do something else. HEAT grows with us.
HEAT® Service and Support™
Simply Powerful - and Affordable - Help Desk Solution.
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.
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.
- 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 also integrates easily with the FrontRange ITSM product line, providing organizations with advanced needs, complex technology infrastructure, large size, or enterprise-class needs a seamless and efficient set of interaction management solutions.
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.
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
More Ways HEAT Makes Your Life Easier
- Ease of Customization — Easily customize HEAT business rules, call screens, and flows to your needs. Customization doesn't require programming.
- Ease of Integration — Use HEAT Service and Support on its own or expand its power by easily integrating it with any other FrontRange products and third-party applications. All FrontRange solutions share a common reporting engine, business processing engine, data structure, and integration platform.
- HEAT Link to LDAP — Import data from an LDAP system (LDAP is a common application protocol for querying and modifying services running over TCP/IP)
KEY BENEFITS
- Increase Service Levels, while Lowering Costs
- Rapid Implementation
- High Ease-of-Use
- Quick Time-to-Benefit
- ITIL verified by Pink Elephant
- Industry's Lowest Total Cost of Ownership
