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Ticomix offers products and services for ITSM (IT service management), ITIL, CRM (customer relationship management), sales force automation, and computer networking. We are a top provider of CRM software, GoldMine software, help desk software, and HEAT software.

 

 

 
HEAT Service and Support Print E-mail

heat.jpgHEAT 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 and inquiry tracking, case management and unmatched automation. HEAT Service and Support sets the standard for excellence in customer support with advanced telephony, self-service options, knowledge management and mobility with BlackBerry®. The Bottom Line: The HEAT solution family combines tried-and-true best practices and unmatched automation for improved support.

With HEAT Service and Support, service organizations can easily align with today’s evolving business. Out-of-the-box business process workflow and configuration make customization an easy task. HEAT Service and Support is aligned with ITIL best practices and select components have been ITIL verified by Pink Elephant. Administrators can easily create new custom forms, fields and workflow, configure the application data, and create or modify business rules. Service agents can perform end-to-end service call logging from the initial call through resolution and closure. Managers can view up-to-the-minute dashboards to respond to notification alerts when service metrics are exceeded. Priority calls and overdue assignments are immediately identified.

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What's Inside:

Auto Ticket Generator — Automatically create new call tickets and update existing call tickets. Enables rapid 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 for advanced business process support.

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.   Gain a complete analytical view of end-to-end service performance. Interactive graphical analytics and reporting highlight opportunities for service improvement to elevate the organization's responsiveness to service and budgetary expectations.

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) 

The HEAT family is a comprehensive service solution, combining core technologies with a variety of expansion options, so any enterprise can build a tailored solution.

What's Next?

About Ticomix  

Ticomix is one of the largest HEAT software partners in North America. We provide solutions including sales, consulting, services, support, training, upgrades, and more to companies of all sizes nationwide.Headquartered in Rockford, Ticomix also has a regional presence in Chicago, Illinois; Des Moines, Iowa; Cleveland, Cincinnati, and Columbus, Ohio; Indianapolis, Indiana; Milwaukee and Madison, Wisconsin; San Antonio, Houston, and Dallas, Texas.

Call Ticomix today at 866.842.6649 or email us at info@ticomix.com This email address is being protected from spam bots, you need Javascript enabled to view it This email address is being protected from spam bots, you need Javascript enabled to view it This email address is being protected from spam bots, you need Javascript enabled to view it for all of your HEAT software needs.

 


 

 

Network Services

Kasper Trucking BulletProof Case Study

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Kasper Trucking Company
5441 Forest Hills Ct
Loves Park, IL 61111
Phone:  815-282-3331
Fax:  815-282-6477 

 

Industry
Trucking Transportation

 

IT Environment
Microsoft Windows Server
5 Client Computers

 

 

Service Advantages
-Automated Backup
-Monitoring of Backups 24 x 7
-Virtualization in the event of a server down for Business
Continuity
-Automated Off Site Storage transfer in the event of a regional disaster
-No need to carry backup media off site.

 

 

Ticomix, Inc.
5642 N 2nd Street
Loves Park, IL 61111
Phone: 815-636-1499
Email: Shawn.Barker@Ticomix.com

 

 

 

 

 

 

 

Business Continuity with BulletProof

Benefit Statement

“Recently, we had a complete server failure that in the past would have shut us down for days.  Thanks to the BulletProof Data Backup System, we simply continued working while the team at Ticomix made the repairs they needed to and that alone saved us thousands on both time and money.”

-Rusty Salley, General Manager

 

Customer Profile:

Kasper Trucking is a truck transportation company that was founded in the mid 1970s.  Gary Kasper has owned & operated Kasper Trucking since he joined the company full time in 1989.  Kasper specializes in transporting supplies for major construction projects.  With over 100 flatbed & dump trucks in their fleet, Kasper Trucking has been given several awards that focus on both their success as a trucking company as well as their success in their safety efforts.  

 

Customer Challenges:

Kasper Trucking had a traditional tape based backup system.  There are 2 big issues with this solution.  First, they would periodically forget to change out the backup tapes or forget to take one off site.  Second, the backup would skip files if someone had mistakenly left their computer on and logged in to their software.

 

BulletProof Backup Services:

Kasper Trucking had a motherboard failure on their server.  Because they had implemented our BulletProof Data Backup System, it took care of several issues associated with that failure:

1. We virtualized their server while we were repairing their server hardware.  This allowed them to continue working instead of waiting.

2. The BulletProof Data Backup System continued to backup their data while it was running that virtualized server.  This made them confident that their data was safe during this time.

3. Once the server hardware was repaired, we simply performed a Bare Metal Restore to the server hardware.  Then, they continued to work except this time it was back on their original server hardware.

 

 

 

 

 

 

 
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