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

1. HEAT Product Overview
Tim Wilmot - Wizard Systems

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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

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Introducing HEAT® Service & Support™
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
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.

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What does HEAT include?
› Call Logging
› Customer & Equipment Tracking
› Automation
› Reporting

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 Information, Resource, Incident, Problem and
Service Request Management
 Dynamic form detail based on Incident Type
 Automate routine tasks, workflow capabilities,
incident and work order assignment
 Real-time dashboard reports
 Track Complete History of Tickets Through
Completion
 Client and Web Access to HEAT
Call Logging and Problem
Management
•Supports the business with a wealth of reports and
metrics
•Manages resources to ensure the right people are
focused on the right things
•Automates and standardizes business processes to
increase technician efficiency
Capabilities
Benefits
"With HEAT, we're faster. We're capable
of taking more tickets and processing
them faster, which I truly believe has to
do with the speed and capability of the
system."
-Carol Rosmait, Supervisor of Help Desk
Information Services for Aurora
Healthcare

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HEAT Automation
•Do more with less when processes are automated
•Be proactive with automated queue and email
monitoring and auto-ticketing
•Reduces TCO with best practices workflow built in
and easy configuration for unique processes
•Business rules based on industry best
practices
•Fast and intuitive business rules editor
•Email monitoring and processing
capabilities
•Automate skills and availability-based
incident routing and escalation
Capabilities
Benefits
"With HEAT, we're more efficient. We're getting
things done more quickly, which has resulted
in doing more with less. We're adding more
employees, but not increasing support staff,
and our service levels have increased because
we can solve problems more efficiently."
-Vicky Gerik, Distributive Systems and Services
for Alverno Information Systems

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Capabilities
Benefits
Measuring Customer
Satisfaction
•Customizable Web Based Surveys
•Post Transactional and Periodic Survey Capability
•Send Surveys based on Specific Criteria
•Predefined Reports to View Satisfaction Scores
Capabilities
Benefits
•Increase Ability to Continuously Improve Service
•Increase Ability to Discover Potential Problems
•Identify Training Opportunities

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Capabilities
Benefits
HEAT Reporting
•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 reports
•Supports business decision making with
industry- tested metrics
•Lowers TCO by providing data to identify
bottlenecks and training opportunities
•Graphical dashboards enables management by
exception
Capabilities
Benefits

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Capabilities
Benefits
HEAT Custom
Configuration
Capabilities
Benefits
•Lowers total cost of ownership
•Allows the system to change and grow as your
organization does
•Flexibility ensures accurate reporting, and issue
tracking
•Multi-dimensional configuration to
support different user types
•100% Customizable with the ability to
configure based on individual business
processes
• Easy-to-Use Drag and Drop Design
•Programming not required
“HEAT enhances a lot of the ways
we work around here, in IT and in
other departments…It’s fairly
simple to configure it.”
-Michael Strode, Information
Systems Support Specialist for
Beam Global Spirits & Wine

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Capabilities
Benefits
Premium Self-Service Capabilities
Capabilities
Benefits
•Lowers total cost of ownership
•Provides True 24 x 7 Support
•Increases Agent Productivity and Effectiveness
•Voice and Customer Portal Options
•Agent-less Password Reset
•Service Request Management
•Issue Subscription Services
•Fully Configurable Interface
“We just installed password
reset, and we love it! About 20%
of all our calls are resets”
Peggy Griffin, UAMS

11. © 2010 FrontRange. All rights reserved. Proprietary & Confidential 11
Service Management and Help Desk Customers
in More Than 80 Industries
Bell & Howell
CompuWare
Linens 'N Things
Nintendo of America, Inc.
Pioneer Electronics
Furniture, Home Furnish
& Equipment (70)
Bechtel Corp
Colorado Division of Wildlife
Draper Laboratories
New Line Cinema Corporation
Raytheon E Systems
Engineering/
Management (124)
American Federation of
Teachers
AARP
Chicago Mercantile Exchange
Focus on the Family
National Association of
Home Builders
Membership
Organizations (43)
BankFirst
Commerce Bank
Federal Reserve Bank of
Cleveland
Fleet Services Corp
Virginia Credit Union
Banking (54)
Boston College
Columbia Business School
Harvard Business School
Loyola University
Pepperdine University
Education (315)
Blue Cross & Blue Shield
HealthNet, Inc.
Johns Hopkins
University Of Chicago
Health Services (215)
Galyans Trading Company
Nikon, Inc.
Publishers Clearing House
Smithsonian
Zale Corporation
Retail (35)
Ordnance Survey
City of Des Moines /
Action Center
City Of Fort Worth
Florida Department of State
New York City HRA
Government (106)
Blue Cross & Blue Shield
CIGNA/Tel-Drug Systems
HealthNet
Investors Title Insurance
Company
Liberty Life Corp.
Insurance Carriers (46)
Avaya, Inc.
Bell Mobility
Cingular
Time Warner Cable
The Weather Channel
Communications (28)
Birds Eye Foods
Campbell Soup Co.
Coca-Cola Company Atlanta
ConAgra
Coors Brewing Company
Dreyers Grand Ice Cream
Land O'Lakes, Inc.
Food (29)
Printing/Publishing (43)
Bertelsmann Services, Inc.
Harcourt
John Wiley & Sons, Inc.
McGraw Hill Companies
R.L. Polk & Company

12. © 2010 FrontRange. All rights reserved. Proprietary & Confidential 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!

13. Thank You!!
www.wizard-systems.com
01454316800