A short introduction into HEAT Software for tracking customer service


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A presentation on the HEAT Service and Support application from Wizard Systems to track service calls and anything customer service. Integrates with other systems, the web, email etc. Over 250 Management Reports. Built in escalation processes to track your SLAs

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A short introduction into HEAT Software for tracking customer service

  1. 1. Tim Wilmot - Wizard Systems HEAT Product Overview
  2. 2. FrontRange At A Glance › 20+ years as a market leader › Over 140,000 companies and 3 million users trust our products every day › Market leading financial performance › Partners and offices in over 40 countries › Unique global presence › Market leading R&D investment and product roadmap › 650 passionate employees › A culture focused on customer success© 2010 FrontRange. All rights reserved. Proprietary & Confidential 2
  3. 3. Introducing HEAT® Service & Support™ HEAT is the Simply Powerful Service Desk Solution with Enterprise Class Functionality, Fast Time-to-Benefit, Low Total Cost of Ownership that is easy to use, and Affordable. Alverno Information Systems Increased the number of calls each analyst handles by 30% Littler Mendelson P.C. increased first contact resolutions by 50% and rebuilt confidence with end users and IT Zonal Retail Data Systems (UK) achieved 98% customer satisfaction using HEAT© 2010 FrontRange. All rights reserved. Proprietary & Confidential 3
  4. 4. What does HEAT include? › Call Logging › Customer & Equipment Tracking › Automation › Reporting© 2010 FrontRange. All rights reserved. Proprietary & Confidential 4
  5. 5. Call Logging and Problem ManagementCapabilities "With HEAT, were faster. Were capable Information, Resource, Incident, Problem and of taking more tickets and processing them faster, which I truly believe has to Service Request Management do with the speed and capability of the Dynamic form detail based on Incident Type system." -Carol Rosmait, Supervisor of Help Desk Automate routine tasks, workflow capabilities, Information Services for Aurora incident and work order assignment Healthcare Real-time dashboard reports Track Complete History of Tickets Through Completion Client and Web Access to HEATBenefits•Supports the business with a wealth of reports andmetrics•Manages resources to ensure the right people arefocused on the right things•Automates and standardizes business processes toincrease technician efficiency© 2010 FrontRange. All rights reserved. Proprietary & Confidential 5
  6. 6. HEAT Automation "With HEAT, were more efficient. Were getting things done more quickly, which has resultedCapabilities in doing more with less. Were adding more employees, but not increasing support staff, •Business rules based on industry best and our service levels have increased because practices we can solve problems more efficiently." -Vicky Gerik, Distributive Systems and Services •Fast and intuitive business rules editor for Alverno Information Systems •Email monitoring and processing capabilities •Automate skills and availability-based incident routing and escalationBenefits•Do more with less when processes are automated•Be proactive with automated queue and emailmonitoring and auto-ticketing•Reduces TCO with best practices workflow built inand easy configuration for unique processes© 2010 FrontRange. All rights reserved. Proprietary & Confidential 6
  7. 7. Measuring Customer SatisfactionCapabilitiesCapabilities•Customizable Web Based Surveys•Post Transactional and Periodic Survey Capability•Send Surveys based on Specific Criteria•Predefined Reports to View Satisfaction ScoresBenefitsBenefits•Increase Ability to Continuously Improve Service•Increase Ability to Discover Potential Problems•Identify Training Opportunities© 2010 FrontRange. All rights reserved. Proprietary & Confidential 7
  8. 8. HEAT ReportingCapabilitiesCapabilities•Real-time graphical dashboard representation of critical status•Performance information•Trend and Productivity analysis•Service Level Management for Continuous Improvement•Over 200 out-of-the-box reportsBenefitsBenefits•Supports business decision making withindustry- tested metrics•Lowers TCO by providing data to identifybottlenecks and training opportunities•Graphical dashboards enables management byexception© 2010 FrontRange. All rights reserved. Proprietary & Confidential 8
  9. 9. HEAT Custom Configuration “HEAT enhances a lot of the ways we work around here, in IT and inCapabilitiesCapabilities other departments…It’s fairly simple to configure it.”•Multi-dimensional configuration to -Michael Strode, Information support different user types Systems Support Specialist for Beam Global Spirits & Wine•100% Customizable with the ability to configure based on individual business processes• Easy-to-Use Drag and Drop Design•Programming not requiredBenefitsBenefits•Lowers total cost of ownership•Allows the system to change and grow as yourorganization does•Flexibility ensures accurate reporting, and issuetracking© 2010 FrontRange. All rights reserved. Proprietary & Confidential 9
  10. 10. Premium Self-Service Capabilities “We just installed passwordCapabilitiesCapabilities reset, and we love it! About 20% of all our calls are resets”•Voice and Customer Portal Options Peggy Griffin, UAMS•Agent-less Password Reset•Service Request Management•Issue Subscription Services•Fully Configurable InterfaceBenefitsBenefits•Lowers total cost of ownership•Provides True 24 x 7 Support•Increases Agent Productivity and Effectiveness© 2010 FrontRange. All rights reserved. Proprietary & Confidential 10
  11. 11. Service Management and Help Desk Customers in More Than 80 Industries Furniture, Home Furnish Engineering/ Membership & Equipment (70) Management (124) Banking (54) Organizations (43) Bell & Howell Bechtel Corp BankFirst American Federation of CompuWare Colorado Division of Wildlife Commerce Bank Teachers Linens N Things Draper Laboratories Federal Reserve Bank of AARP Nintendo of America, Inc. New Line Cinema Corporation Cleveland Chicago Mercantile Exchange Pioneer Electronics Raytheon E Systems Fleet Services Corp Focus on the Family Virginia Credit Union National Association of Home Builders Health Services (215) Education (315) Printing/Publishing (43) Retail (35) Blue Cross & Blue Shield Boston College Bertelsmann Services, Inc. Galyans Trading Company HealthNet, Inc. Columbia Business School Harcourt Nikon, Inc. Johns Hopkins Harvard Business School John Wiley & Sons, Inc. Publishers Clearing House University Of Chicago Loyola University McGraw Hill Companies Smithsonian Pepperdine University R.L. Polk & Company Zale Corporation Government (106) Food (29) Communications (28) Insurance Carriers (46) Ordnance Survey Birds Eye Foods Avaya, Inc. Blue Cross & Blue Shield City of Des Moines / Campbell Soup Co. Bell Mobility CIGNA/Tel-Drug Systems Action Center Coca-Cola Company Atlanta Cingular HealthNet City Of Fort Worth ConAgra Time Warner Cable Investors Title Insurance Florida Department of State Coors Brewing Company The Weather Channel Company New York City HRA Dreyers Grand Ice Cream Liberty Life Corp. Land OLakes, Inc.© 2010 FrontRange. All rights reserved. Proprietary & Confidential 11
  12. 12. Wizard Systems your HEAT supplier › Why – 20 years experience – Authorised HEAT Training Centre – Support organization that is global & capable › Solutions for You – Rapidly configured to meet your needs – Delivered by industry experts – Aggressive roadmap protects customer investments – Over 20 years of experience ensure your success › We Appreciate Your Business!© 2010 FrontRange. All rights reserved. Proprietary & Confidential 12
  13. 13. www.wizard-systems.comThank You!! 01454316800