HEAT^® Help Desk Software Overview

HEAT® Service Management Suite by FrontRange Solutions

To remain competitive, companies are under constant pressure to improve their level of customer support while reducing costs and improving operational efficiencies. The HEAT Service Management Suite relieves this pressure by keeping your customers engaged, your staff productive and your management team informed. HEAT allows you to align people, processes and technology toward improving service levels, evaluating the performance of your people and resources and reducing support costs. Both employee-facing and customer-facing support organizations will benefit from HEAT.

By unleashing the power of HEAT, you can:

• Ensure that your support personnel are able to resolve issues quickly, provide excellent customer service, and meet service level agreements confidently, all through an easy-to-use interface.
  
  
• Increase productivity by providing access to shared knowledge resources to shorten call times and assist in the training of new support personnel.
  
  
• Manage and maintain license and lease agreements, as well as the tracking of assets.
  
  
• Improve customer satisfaction by providing your customers with the ability to help themselves when they need it, via the Internet, e-mail, or telephone.
  
  
• Provide remote support to customers with a remote incident resolution solution which allows for real-time system information, chat, file transfer, and remote execute and reboot.
  
  
• The award-winning HEAT service management solution is a fully customizable suite of modules that work together to provide a complete service and support solution for your organization.

HEAT® Service & Support™

HEAT Service & Support is the foundation of the HEAT service management suite, incorporating incident logging, service level management, automated processes, reporting and much more. More >>

HEAT® Self Service™

Encourage your users and customers to help themselves by providing them with the ability to search a knowledge base, submit issues, or check the status of a submitted issue, all while reducing call volumes and increasing service desk productivity. More >>

iHEAT™

Provide your on-the-go technicians with the ability to access the HEAT system from any computer using a Web browser, such as Internet Explorer. This server-based, thin-client solution will easily allow your busy technicians to view and manage issues from anywhere. More >>

HEAT® Plus Knowledge

Help your support staff and lower costs by providing them with the answers to the questions and issues that concern them most. Through the use of a support knowledge base, you can leverage your company’s intellectual content, no matter in what format, across the entire organization to increase productivity, encourage consistency and standards compliance, allow for the sharing of existing data to help eliminate redundant content, and decrease call length and escalation. For added assistance for both your support staff and customers, utilize Right Answers Knowledge-Paks®, which are IT support knowledge bases covering hundreds of thousands of topics from many popular business applications from vendors such as Microsoft, Novell, Lotus, Symantec, and Adobe, among many others. More >>

HEAT® Asset Tracker

Busy support centers must manage their computer inventory and lease and warranty agreements, as well as ensure compliance with software agreements and licensing in order to control costs. Call duration can be cut in half by providing agents up-to-the minute asset data directly from HEAT. More >>

HEAT® Plus Remote Support Suite, LANDesk® Powered

Reduce support costs and increase customer satisfaction by supporting your users via the Internet using on-demand remote technology. Your support technicians can take control of a customer’s computer and help solve any issues, eliminating the need for installing and maintaining the client software on the customer’s machine. HEAT Plus Remote Support Suite includes the following powerful incident resolution tools: remote control, real-time system information, chat, file transfer, and remote execute and reboot. The HEAT Plus Remote Support Suite is firewall-friendly and uses SSL encrypted sessions for secure support. More >>