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 HEAT 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.
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