Publish or Perish Information Management Systems

HEAT® Service and Support™

A Simply Powerful—and Affordable—Help Desk Solution

HEAT Service and Support is the foundation for the HEAT product suite from FrontRange Solutions, Inc. HEAT Service and Support provides core service and support functions, including incident tracking, inquiry tracking, and case management. Additional modules with extended functions are listed below. HEAT is an effective solution for any size company, in any vertical, with specific design considerations for small to mid-sized organizations. It is the only product in its class that allows real-time remediation and escalation.

HEAT is your answer when you provide answers to customers, employees, vendors, and more. HEAT can help you meet your customer service department, human resources department, and/or technology management needs, while providing you a complete analytical view of end-to-end performance. HEAT gives you the visibility to see where you can improve, and the agility to change as the market changes, to elevate your organization's response to meet market demands, and to stay within your budget.

The bottom line: HEAT solutions enable your organization to increase service levels while lowering costs. HEAT enables you to shift from reactive to proactive service and gain a competitive edge.

• Quick Setup - Tailor your system to your unique business environment quickly and easily with HEAT Quick Start Wizard.
• Call Logging - Log and track 100% of your service desk calls and resolve them faster than ever before.
• Business Process Automation Module™ (BPAM) - Create automation and escalation rules easily and intuitively. Using a wizard-like interface, BPAM automates many business processes and monitors your system for problems.
• Auto Ticket Generator - Automatically create new call tickets and update existing call tickets. Additionally, Auto Ticket Generator can automatically respond to requests for call ticket information and status.
• HEAT® Answer Wizard - Get fast answers to key business questions with a selection of more than 200 predefined reports.
• HEAT® Manager's Console - Monitor key metrics and graphically illustrate service and support center status at-a-glance.
• HEAT® Link to LDAP - Import data from an LDAP system for your customer information in HEAT®.
• Customizability - Easily customize HEAT® business rules, call screens, and flows to your specific needs.
• Ease of integration - Use HEAT® Service & Support on its own or expand its power by easily integrating it with any other FrontRange products, as well as with third-party applications. All FrontRange solutions share a common reporting engine, business processing engine, data structure, and integration platform.