Stourbridge College Chooses FrontRange HEAT Solution to Improve Help Desk Response Time and Efficiency

College hopes new technology will lead to Outstanding rating

 

College hopes new technology will lead to Outstanding rating

Reading, UK | Tuesday, October 20, 2009 — FrontRange Solutions, the developer of business software for mid-sized and distributed enterprises, today announced that Stourbridge College has chosen its HEAT® help desk solution to improve the delivery of IT services to more than 10,000 students and staff.

Already voted best performing college in the Black Country based on an average point score per student, Stourbridge College provides a wide range of high quality learning and training opportunities for the local community and employers. The busy help desk receives up to 90 calls a day from users across its three campuses and the decision to purchase FrontRange HEAT was due in part to the college’s aim to achieve a rating of ‘Outstanding’ by Ofsted

Prior to selecting FrontRange HEAT, Stourbridge’s help desk enquiries were managed using free software, which was cumbersome to use, did not provide any analysis or include any knowledge management or asset management functionality. The lack of any self-service capability meant issues could not be logged out of hours by users and quick calls such as resetting passwords were taking up a considerable amount of time for the service desk staff

Of all the solutions considered. FrontRange HEAT provided the functionality and ability to grow inline with Stourbridge’s needs. Ease-of-use and its uncomplicated interface meant extensive training would not be necessary. Also the back-end support offered was far superior to alternatives on the market. FrontRange HEAT was made even more attractive thanks to its inclusion of voice recognition software and compatibility with VoIP, which Stourbridge is planning to implement in 2010.

Initial implementation took just one week and FrontRange’s own helpdesk was on hand as the College’s IT team got quickly up to speed with the solution.

“In an organisation such as Stourbridge, with many students and staff working to strict deadlines, any IT issues need to be resolved immediately. As efficient as our team already is, we needed the technology to support faster servicing and provide us with a better view of issues,” says Alex Speed, Director of IT & ILT Strategy at Stourbridge. “Having worked with HEAT previously in my career, I was confident it had all the features we needed right now. But also with the amount of time FrontRange are investing in R&D, I am confident the solution will also meet our future needs too.”

Stourbridge is currently in phase one of a three-stage plan, which will eventually lead it to using 14 FrontRange HEAT licenses, as the solution is extended to the facilities and HR teams. By the end of 2009, Stourbridge will have also implemented HEAT Self Service, which will allow users to log their own IT issues, either out of hours or when the help desk phone number is busy. The FrontRange HEAT solution provides the service desk team with better management and reporting tools, including job reference codes and an open/closed ticket system, allowing them to see the status of all enquiries at a glance.

“We’ve been very pleased so far with the implementation of HEAT and the support and counsel received from FrontRange Solutions. We’ve already seen much improvement on help desk response times and reporting and we’re confident that these same efficiencies will be seen across both facilities and HR departments too.” says Speed.

“FrontRange HEAT is constantly being developed and updated to ensure it includes all the tools necessary to run an effective helpdesk,” says Steve Feeney, UK Sales Director at FrontRange Solutions. “As well as improved visibility of enquiries and reporting, this solution will provide Stourbridge with the ability to analyse particular issues and ensure enquiries are resolved in the quickest time possible.”

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 www.frontrange.com.

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Media Contact for FrontRange Solutions:

Sabrina Hengehold
FrontRange Solutions
(925) 398-1368
sabrina.hengehold@frontrange.com