 Frequently
Asked Questions [FAQs]
HEAT FAQs
Powerful Service and Support Solutions can help you create powerful
Customer Relations.
“By 2002, 70 percent of help desks will evolve to Customer Service Centers responsible for consolidated problem, service and information support.”
... META Group
Today, your customers’ loyalty can depend on the level of service and support you are able to provide them. HEAT® Service and Support software offers you a variety of solutions to help you create a world-class customer service center.
Select any problem you need solved and see what HEAT® can do for you.
Do you need a service and support solution that is customizable?
You don’t have to be a programmer to tailor HEAT® to your customer
service / help desk environment, to the request or service & support issues you handle, and to the way you like to work. A wizard-driven approach walks you through the steps that take HEAT from an out-of-the-box problem solver to a system that is truly your own.
Additionally, HEAT® is exceptional in its speed of implementation, ease of use, customizability, and scalability—and especially its quick return on investment. You can be fully up and running within days, not weeks or months. That’s why more than 40% of the Fortune 100 companies use HEAT and why we’re the only service and support software company to win the coveted User’s Choice Award two years in a row!
Is your call volume is out of control?
With the HEAT® SelfService™ module your customers can access the HEAT® product from any Web browser. Once accessed, HEAT® SelfService provides a simple, intuitive approach to problem solving and/or reporting. Your customers can literally help themselves 24/7. Think how that alone could reduce your call volume.
Additionally, HEAT® Plus Knowledge, a knowledge management solution, provides simple answers to the most common questions asked by non-technical personnel. By using
HEAT® Plus Knowledge with HEAT® SelfService, end-users can solve their own problems through their Web browser, without involving technical staff.
Are call escalations and durations too high?
Before you can reduce call escalations, you need a way to monitor, analyze, and proactively control issue escalation. Business Processes Automation Module™ (BPAM) does this for you. With BPAM you can create real-language escalations and automation rules using best practice guidelines, then check call against these rules and receive an alert when rules are being met.
The less time it takes to solve problems, the more efficient the help desk. HEAT®
Plus Knowledge provides extremely fast access to information in HEAT®, thereby reducing average call duration. This easy access to all information also reduces call escalation by giving first-level technicians the answers they need without having to bring in a manager.
Are your training costs too high?
Teaching new technicians the intricacies of your IT systems can be a long, tedious, and expensive process.
HEAT® Plus Knowledge is easy to set up, easy to use, and easy to customize, which dramatically cuts your training time.
HEAT® First Level Support or HEAT® Plus Knowledge helps decrease training time and costs by consolidating all of your system-wide knowledge into one easy-to-use database, which is accessible through
HEAT® Plus Knowledge with a minimum of training.
Do you experience duplication efforts on repetitive issues?
These real-time capture capabilities are critical to keeping knowledge current and drastically reducing duplication of problem-solving efforts:
HEAT® Quick Calls allows you to solve common, recurring help desk calls by letting you automatically fill in call information with a single mouse click.
HEAT® Plus Knowledge allows technicians to quickly enter a solution to a new problem and have that solution immediately accessible to the rest of the team.
Are you currently providing 24/7 Web access?
Today, high quality service management must include 24/7 accessibility. HEAT® offers this kind of access to your help desk.
Within HEAT® is iHEAT™. iHEAT™ gives your roving analysts and on-the-go technicians Web access to your HEAT® system. iHEAT™ displays the same interface as the HEAT® desktop system, minimizing training time and input errors. With iHEAT™, your service and support team can easily access core HEAT® features and functionality anytime, anywhere.
Do your technicians need mobile access?
Analysts and technicians need to access the HEAT® system whenever necessary.
Using a leading browser and your network, an ISP dial-up, or wireless modem, you’ll be able to use HEAT’s core functionality to solve problems and satisfy users from anywhere — your building, a remote facility, on the road … even from home.
Whether you need to modify a ticket, make an assignment, or check a report, iHEAT™ lets you get it done without having to return to the office.
Do you know what assets you have or where they are?
Did you know your service and support department could save up to 30 percent of its total operating costs by implementing a successful asset tracking program?
HEAT® Asset Tracker is a comprehensive asset tracking program that provides proactive and effective management to your organization with improved return on your company’s service and support investment. Here are a few of the many advantages of this powerful asset tool:
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Gathers reliable, accurate data on hardware and software inventories.
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Gains tighter control over inter-office and inter-departmental changes.
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Automatically consolidates asset data in one highly accessible information center.
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Automatically conducts behind-the-scenes scans of your desktop.
Are you currently legal on all your software licensing?
Illegal and unauthorized software usage can pose a tremendous legal and technical liability for your organization. Tracking down and eliminating this software can become on of your biggest, most time-consuming challenges.
HEAT® Asset Tracker helps to ensure your company is in full compliance with software licensing. It can even warn you of impending contract or lease expirations. This will substantially reduce software-licensing costs by eliminating both over-licensing and non-compliance penalties.
With HEAT® Asset Tracker, asset management will become a valuable addition to your service and support operations.
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