"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." 

      -- Veronica Ariens, Supervisor for the Technology Support Center, Milwaukee Public Schools

Organization: Milwaukee Public Schools  HEAT_MPS_Case_Study.PDF

Industry: Education

Products: HEAT Service & Support, HEAT Self Service, iHEAT, HEAT Plus Knowledge

Quick Stats: 

• HEAT Users: 60
• Employees Supported: 14,000
• Students: 105,000
• Call Tickets per Month: 4,200
• Operating Environment: Windows 2000    

HEAT Features Used:

• Call Logging
• Auto Ticket Generator
• Alert Monitor
• Answer Wizard
• Manager's Console
• Business Process Automation Module
• Reporting

Business Benefits Realized with HEAT Service & Support:

• Simple call logging and business rules ensure that Technology Support tracks and resolves every call quickly, minimizing interruption for employees.
• Support personnel access the system from any of the district's 220 sites via iHEAT.
• The district cuts costs and improves service by resolving 85 percent of all calls at the first level with knowledge bases.
• HEAT's customizability allowed MPS to take the system to Transportation and Special Services, which services parent calls.