FrontRange Announces HEAT Survey Module to Track and Improve IT Service to End Users

HEAT® 9.0.1 includes survey module plus enhancements to User Interface and Web Services Integration


HEAT® 9.0.1 includes survey module plus enhancements to User Interface and Web Services Integration

Pleasanton | Tuesday, June 16, 2009 — FrontRange Solutions, the developer of IT Service and Infrastructure Management solutions for mid-sized and distributed enterprises, today announced the availability of the new HEAT Survey module for HEAT Service and Support. HEAT Survey is a web-based solution designed to enable service organizations to quickly create, host and populate surveys across the enterprise – helping managers track user responses to individual topics or gauge the overall level of customer satisfaction.

Responses from surveys taken using the HEAT module can then be linked to corresponding call records, creating a strong paper trail of issues and helping the IT service team to analyze issues and implement improvements moving forward.

The HEAT Surveys can be initiated on an individual customer support issue using various sampling methodologies or can be performed across the entire customer base on a periodic basis.

Robin Beland, General Manager for HEAT at FrontRange, commented: “Staying in touch with customers is a difficult task for those charged with delivering optimized IT service levels. The HEAT Survey module offers an easy way to monitor how well the team is perceived and help identify opportunities to make improvements or change processes. This helps lead to happier and more productive end users – and can even reduce the overall cost of service delivery.”

The HEAT Survey module is included in the latest Service and Support release for the HEAT help desk (v 9.0.1) solution and is available to existing supported customers from the FrontRange support site.

Other changes to the core product in HEAT 9.0.1 include enhancements to the User Interface and Web Services Integration.

About FrontRange
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


Media Contact for FrontRange Solutions:

Sabrina Hengehold
FrontRange Solutions
(925) 398-1368