Total Wine & More Selects FrontRange HEAT Cloud Service Management Solution

Largest Independent Wine Retailer Deploying Industry’s Most Advanced Service Desk Solution to Manage Company’s Explosive Growth


Largest Independent Wine Retailer Deploying Industry’s Most Advanced Service Desk Solution to Manage Company’s Explosive Growth

Milpitas, Calif. | Tuesday, August 6, 2013 — FrontRange, the Hybrid IT software company, today announced its HEAT Cloud IT Service Management (ITSM) solution has been selected by Total Wine & More following a highly competitive vetting process that evaluated offerings from Microsoft, ServiceNow, LANDesk and EasyVista.

Total Wine and More selects FrontRange HEAT Cloud Service ManagementTotal Wine & More’s decision to replace its Symantec Altiris help desk system has been driven by the company’s rapid expansion that now calls for improved workflow processes to deliver more efficient technical support to its staff at the company’s distributed retail stores and corporate headquarters.

FrontRange’s HEAT Cloud solution is deployed across Total Wine & More’s operations that now include 96 retail stores in 15 states.

As the industry’s only hybrid service management platform that supports cloud, on-premise and/or a combination of the two deployment options with a common framework, FrontRange’s HEAT solution integrates IT best practices with voice and workflow automation. This enables service desks in organizations, like Total Wine & More, to easily request a service or change, plan for appropriate remediation measures and automatically approve and authorize requests. In addition, HEAT is designed to implement change requests for users, audit the successful completion and service level agreements associated with the change and control an organization’s service portfolio to ensure enhanced service quality and customer satisfaction.

“After evaluating four other ITSM vendors, we were won over by FrontRange’s ability to seamlessly integrate with our existing applications and provide the scalability we need to support our rapid expansion,” said Candice Peacock, IT Service Desk Manager at Total Wine & More. “Equally important is their hybrid ITSM strategy that enables us to deploy cloud and/or on-premise implementations of HEAT which relieves us from being locked into an ‘either/or’ proposition.”

“Total Wine & More’s selection of FrontRange is a significant customer win,” said Kevin J. Smith, VP and GM of the Cloud business unit with FrontRange. “As an organization undergoing rapid growth, Total Wine & More has a significant need for highly efficient service management workflow processes. Their demanding due diligence process confirms that our HEAT Cloud solution is best suited to meet their increasingly complex service management requirements.”

About FrontRange
FrontRange is a leading provider of Hybrid IT software solutions for organizations of all sizes. With our suite of HEAT applications, FrontRange is the only company in the world that provides, from a single platform, Service Management and Client Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of devices every day for more than 15,000 leading organizations around the world. Our customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Milpitas, California and can be found at

About Total Wine & More
Total Wine & More operates 96 superstores in 15 states. The company’s vast selection of products, combined with low everyday prices and expertly trained wine associates, brings a unique shopping experience to the consumer. Total Wine & More has the distinction of being Beverage Dynamic’s 2008 Retailer of the Year, Market Watch’s 2006 Retailer of the Year, and Wine Enthusiast’s 2004 Retailer of the Year. Since opening its first store in 1991, Total Wine & More has been committed to being the price leader in every community that it serves. For more information and store locations, please visit


Media Contact for FrontRange:

Sabrina Hengehold
PR Manager
(408) 601-2815