HEAT Solution: Key Benefits

Key Benefits and Features of HEAT Service and Support 9.0

• Improved service productivity with easy automation and first call resolution tools 
• Proactive service with email monitoring, auto-ticketing, and alert notifications 
• Extends beyond IT support to include HR, Payroll, Facilities and other employee services
• Better customer communications and queue management with HEAT Plus Voice
• Maintained real-time IT inventory with integrated FrontRange Discovery 
• Remote access with the HEAT web-based interface for the IT technician
• Empowered on-the-go technicians with   HEAT Plus Mobile for Blackberry
• Flexible, easy to configure workflow automation - Using HEAT's Business Process Automation Module^TM(BPAM), the HEAT Messaging Center, and AutoTasks, users can quickly and easily customize and automate the workflow and processes including escalations, employee set-up, and change processes; all without the need of a programmer.
• Fast time to benefit - With HEAT's Graphical User Interface for form design, as well as over 20 years experience in the Service Management industry, customers are able to get the HEAT system up and running typically within one to two weeks.
• Centralized reporting   With the HEAT Manager Console dashboard reporting capability , combined with the HEAT Answer Wizard and its more than 200 predefined reports, managers are able to quickly get answers to key business questions and actively monitor the support center status in real-time.
• Easy integration Using HEAT Messaging Center, quickly and easily create web services to create and update configurations, customer records, or service requests using 3 ^rd  party tools.  HEAT also can pass data to any receiving web service automatically.
• Automatic email monitoring HEAT automates inbound and outbound email communication, allowing the service organization to better use resources - emails are monitored based on key words to auto-generate Service Requests; existing Service Requests can be updated based upon a customer reply.
• Administration without a programmer   Need to capture additional data in a service ticket or tweak the workflow for your change process?  With HEAT, changes to the system, user interface or workflow can all be done quickly and easily, all without a Programmer or Software Developer