HEAT Software (please note that this is now a discontinued product and this information is here for legacy purposes)

HEAT Software is the service desk/help desk and call-logging system that helps organisations of all types take their service and customer satisfaction to the next level.

HEAT Service & Support software delivers an easy-to-use, full-featured customer service and support
solution with a single view of the customer, enabling your organisation to reduce labour and systems
costs, streamline customer support interactions and improve customer retention. This award-winning,
affordable, practical solution helps you control your service and support issues and resolve them
quickly and effectively.

Benefits
  • Serve customers faster and more effectively
  • Increase technician productivity
  • Lower the cost of service
  • Reduce training time
  • ITIL verified by Pink Elephant in Incident Management, Problem Management, Change Management, and Configuration Management
  • Easily integrates with FrontRange GoldMine, and IT Service Management modules to harness the power of ITIL processes

Key features of HEAT Software
  • Quick setup - Tailor your system to your unique business environment quickly and easily with HEAT Quick Start Wizard™.
  • Call Logging - Log and track 100% of your service desk calls and resolve them faster than ever before. HEAT Software has things like 'Call Templates' allowing you to speed up the logging of common calls. Auto Tasks in HEAT Software are like 'macros', allowing you to improve your productivity by automating repetative tasks.
  • Business Process Automation Module™ (BPAM) - Create automation and escalation rules easily and intuitively. Using a wizard-like interface, HEAT Software automates many business processes and monitors your system for problems. For example, it's easy to setup a process to automatically send the customer an e-mail when a call is created or when a call is closed. HEAT Software is also ideal for monitoring your SLAs (Service Level Agreements) to ensure your company is on top of Calls that have to be dealt with by a certain time.
  • Auto Ticket Generator - HEAT Software allows you to setup a process for automatically creating new call tickets and updating existing call tickets from an e-mail or text file. Additionally, Auto Ticket Generator can automatically respond to requests for call ticket information and status, or adding 'notes' to existing calls. So again, HEAT Software saves you time by 'deflecting' non-urgent calls off your front line people, but your customers are still being looked after.
  • HEAT Answer Wizard™ - Get fast answers to key business questions with a selection of more than 200 predefined reports. The Answer Wizard in HEAT Software is a 'front end' to the powerful Crystal Reports reporting system (You get a copy of Crystal Reports with HEAT Software) - you don't need to know anything about Crystal Reports, just follow the sequence of screens in the wizard and HEAT will create the report for you.
  • HEAT Manager’s Console™ - Monitor key metrics and graphically illustrate service and support center status at-a-glance. We have this running in our office so everyone is kept up to date about the status of calls, workloads, calls outstanding and priority issues.
  • HEAT Link to LDAP - Import data from an LDAP system for your customer information in HEAT.
  • Customisability - Easily customise HEAT software business rules, call screens, and flows to your specific needs. There is a 'Quick Start Wizard' in HEAT that allows you to setup your HEAT service system in a matter of hours, or get help from Wizard Systems. We can put the whole system together for you!
  • Ease of integration - Use HEAT Software on its own or expand its power by easily integrating it with any other FrontRange products, as well as with third-party applications. All FrontRange solutions share a common reporting engine, business processing engine, data structure, and integration platform.

Want to know more about this powerful Help Desk Software, or want to arrange a HEAT Software demonstration on site? Get in contact with us now