HEAT^® Service & Support™

HEAT Service and Support is the complete, affordable, and automated service desk and support solution. It was designed to help you operate efficiently, productively, and cost-effectively by utilizing a set of powerful tools for performing the support activities necessary to ensure successful call resolution and a high level of customer satisfaction. HEAT Service and Support is the core of the HEAT Product suite; the system can be integrated with core modules and optional add-on modules to provide you with a fully customizable, scalable, and versatile solution for supporting your employees and customers.

HEAT Service and Support provides the following key features and benefits:

• Log calls. Log calls easily and quickly and then monitor and track the calls from initiation to resolution.
  
  
• Automate business rules and processes. Create business rules to automate, monitor, and escalate calls utilizing the Business Process Automation Module™ (BPAM).
  
  
• Automatically generate tickets. Automatically create new tickets and update existing ones using the Auto Ticket Generator. Include automated responses for request for call ticket information and status.
  
  
• Provide answers to key business questions. Use the HEAT Answer Wizard™ to run reports from a pre-defined selection of over 200 reports to quickly get answers for proper analysis of business questions.
  
  
• Monitor key metrics. Use the HEAT Manager’s Console™ to monitor key information about the status of your service support center, which is quite useful in implementing proactive problem management, automating the delegation of problem resolution, and acting on the solutions of previously encountered problems and solutions.
  
  
• Administer and control the system. Provide your system administrators with this important tool for controlling the HEAT system, for example, administering security and defaults, maintaining databases, handling customizations and integrations, and so forth.
  
  
• Access LDAP system data. HEAT Link with LDAP allows you to access LDAP sources such as Windows Active Directory.
  
  
• Customize the system to suit your needs. Easily customize HEAT business rules, call screens, and flows to suit your support desk and service needs.
  
  
• Integrate with other products. Expand the power of HEAT Service and Support by integrating with other FrontRange products or with third-party applications.

If you have questions about HEAT Service and Support, contact an Apropos consultant.