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For more than 10 years, HEAT has been the worldwide standard for service
and support software. Customers and analysts alike agree that HEAT is the
most comprehensive suite of help desk software available on the market
today. In fact, HEAT has received the Users Choice Award for the third
consecutive year.
Let HEAT® Service & Support and our line of Simply Powerful™ add-on
modules help you gain control of your service and support issues. Best of
all, HEAT 6.4 is easy-to-use, highly customizable and affordable!
Key Features
- HEAT Quick Start Wizard™
— Tailors the system to your business environment quickly and easily.
- Call Logging
— Provides all the tools necessary to log and track 100% of your calls
and resolve them more quickly than ever before.
- Business Process Automation Module™ (BPAM)
— Allows you to create automation and escalation rules easily and
intuitively. Automates many business processes and monitors the system
for problem issues using a wizard-like interface.
- Auto Ticket Generator
— Automatically creates new call tickets and updates existing call
tickets via a variety of sources, including MAPI (i.e. Outlook,
GroupWise, etc.), VIM (i.e. Lotus Notes) and POP3. Additionally, Auto
Ticket Generator can automatically respond to requests for call ticket
information and status.
- HEAT Answer Wizard™
— Provides easy selection from more than 200 predefined reports, which
provide answers to key business questions.
- HEAT Manager’s Console™
— Monitors key metrics and graphically illustrates service and support
center status at-a-glance.
- iHEAT™
– Provides technicians remote access to HEATor HEAT PowerDesk over
either network connections or dial-up access with no additional plug-ins
required. Enables 24/7 remote access to core HEAT functionality,
allowing technicians greater mobility and productivity.
These HEAT add-on modules deliver even greater value
- HEAT®
Self Service™
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Installed on your server, HEAT Self Service allows employees and/or
customers to log issues and answer their own questions without calling
the service and support center; reducing call volume, boosting customer
satisfaction and providing realized call center savings. HEAT Self
Service can reduce service desk calls up to 15%.
- HEAT®
Asset Tracker
— delivers
significant IT savings by managing hardware, software and non-scannable
asset throughout their lifecycles.
- KNOWLIX™
— Knowledge management products that can save up to 30% off service
and support center budgets by reducing training costs, unnecessary
escalations, and call lengths.
- GoldMine®
Sales and Marketing
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This integration provides a complete customer relationship management
tool, allowing you to create powerful and targeted marketing campaigns,
automate sales reports and resolve customer issues rapidly.
Download
Spec Sheet .pdf
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