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HEAT Case Studies
Goodwill Industries of Southeastern Wisconsin
 HEAT Case Study: Goodwill Industries of Southeastern Wisconsin
INDUSTRY: Nonprofit
SOFTWARE: HEAT Service & Support Software
QUICK STATS:
Customers Supported: 1000
HEAT Software Users: 18
Work Orders per Month: 800 - 900
Operating Environment: Windows XP; SQL 2000
Business Benefits Realized with HEAT Service & Support Software:
• The team reduced average resolution times from 1.36 days to .62 days.
• The number of work orders increased by 77 percent, yet staff only grew 18 percent, from 17 to 20 members.
• Each staff member now handles 149 work orders each quarter on average, compared to 99 before – an improvement of 50 percent.
• Customer satisfaction survey results remain high, upwards of 93 percent.
“We have so much control with HEAT,” Malczewski said. “With a lot of
canned software, you can’t do this or that. I can make HEAT do just
about anything I want it to do. The process is very easy; actually, I
would even call it fun.”
- Cindee Malczewski, Support Services Project Manager, Goodwill Industries of Southeastern Wisconsin
Kenosha Unified School District
HEAT Case Study: Kenosha Unified School District
INDUSTRY: Education
SOFTWARE: HEAT Service & Support Software, HEAT Self Service Software, iHEAT Software
QUICK STATS:
Employees Supported: 4000
Students: 21,400
HEAT Software Users: 15
Call Tickets per Month: 1100
Operating Environment: Windows 2000; SQL 7
HEAT Software Features Used: Call Logging, Auto Ticket Generator (ATG), Business Process Automation Module (BPAM), Alert Monitor, Reporting
Business Benefits Realized with HEAT Service & Supoort Software:
• With a formal support system and streamlined process, IS resolves 93% of calls within its service goals, compared to 75% before.
• Technicians draw on HEAT knowledge bases and close
50 percent more tickets at the first level.
• The district supports agrowing base of IT systems without having to add staff.
• Custodians in Facilitiesenter issues directly in HEAT, eliminating the need for one full-time data-entry position.
"By putting a system in place, we haven't had to hire more technicians even though the base of equipment we support has grown. HEAT is the most complete package out there."
- Roy Bolin, Operations Manager, Kenosha Unified School District
Milwaukee Public Schools
HEAT Case Study: Milwaukee Public Schools
INDUSTRY: Education
SOFTWARE: HEAT Service & Support Software, HEAT Self Service Software, iHEAT Software, HEAT Plus Knowledge Software
QUICK STATS:
Employees Supported: 14,000
Students: 105,000
HEAT Software Users: 60
Call Tickets per Month: 4200
Operating Environment: Windows 2000
HEAT Software features used: Call Logging, Auto Ticket Generator (ATG), Alert Monitor, Answer Wizard, Manager’s Console, Business Process Automation Module (BPAM), Reporting
Business Benefits Realized with HEAT Service & Support Software
•
Simple call logging and business rules ensure thatTechnology Support
tracksand 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 customization ability allowed MPS to take the system to Transportation and Special Services, which services parent calls.
"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, Tech Support, Milwaukee Public Schools
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