HEAT Service & Support 9.0 introduces web interface, advanced integration options and task automation to increase service productivity and customer satisfaction
HEAT® Service & Support™ 9.0 introduces web interface, advanced integration options and task automation to increase service productivity and customer satisfaction
Pleasanton | Monday, January 19, 2009 — FrontRange Solutions, a leading developer of IT Service Management solutions, has today announced the launch of HEAT 9.0, the latest release of the company’s award-winning Help Desk software. HEAT 9.0 introduces a wealth of features designed to increase the effectiveness of the IT service organization and improve end user productivity across the entire organization.
To enable service technicians to more effectively prioritize service requests and respond more quickly to trouble tickets, while handling a greater volume of calls, HEAT 9.0 features an all-new web interface, which provides all of the day-to-day service desk functionality without the need to install a client package on the PC. This enables technicians to create, modify and close tickets from any computer across the organization. The interface is browser-agnostic, supporting all popular choices including Microsoft® Internet Explorer®, Mozilla® Firefox, Google® Chrome and Apple® Safari.
To further enhance the productivity of the IT service organization, HEAT 9.0 features advanced integration options through the new Messaging Center. This enables data to be imported from multiple sources such as email servers, XML files, web services and more. This feature can be used to automatically create and update tickets, customer records and configuration records, thereby reducing the manual workload placed on technicians and making the service desk more central to business operations.
With more reliance on corporate knowledge assets, an important development in HEAT 9.0 is the ability for HEAT technicians to access external knowledge bases and other information sources without leaving the main HEAT interface. Tabbed browsing capability makes it easier for users to access all necessary information without the risk of losing the context of the original call.
Kevin J. Smith, Vice President Products at FrontRange Solutions, commented: “In the current economic climate, organizations need to work smarter, keeping users productive and leveraging efficiencies that can be gained by integrating multiple IT systems. With HEAT 9.0, we’ve put the Help Desk at the center of the organization, giving it true go-anywhere capabilities combined with the ability to import data from multiple systems.”
Joe Hackney, a HEAT user with over 15 years’ experience of the product, is enthusiastic about the latest version: “FrontRange has obviously put a lot of effort into HEAT 9.0. The ability to monitor email traffic and web services opens up a whole new list of integration opportunities, which can significantly enhance the value organizations realize from HEAT 9.0.”
Other enhancements to the HEAT 9.0 product include:
- Custom dialog actions – allowing organizations to customize workflows based on user responses
- Integral set-up wizard for Discovery® – enabling configuration of the latest version of the award-winning asset discovery technology
- Automated tracking of record modifications across all criteria – helping technicians see any changes to trouble tickets at-a-glance
- Native support for Lotus Notes® and Groupwise® – for a more seamless integration experience
To meet the growing demands for premium customer service, FrontRange Solutions will soon deliver a Web Survey module for HEAT 9.0, which supports both periodic and transactional surveys and can link results to individual call records. This helps service teams monitor customer satisfaction and prioritise on IT initiatives.
HEAT 9.0 is available now, visit www.frontrange.com for more information.
FrontRange is the global leader in Hybrid IT Service Management (ITSM) solutions for enterprises of all sizes. FrontRange is the only ITSM provider in the world that delivers Service Management software with fully integrated Voice Automation and Client Management capabilities on-premise and in the cloud. FrontRange manages millions of service interactions a day for more than 15,000 leading organizations around the world. FrontRange enables customers to deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Pleasanton, Calif. and can be found at www.frontrange.com.
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