The company also launched HEAT Plus Mobile recently, a new addition to its Service Desk solution that enables field-based technicians to access and update service management information through a BlackBerry smartphone. The workshops give Australian users an opportunity to hear about how HEAT has been implemented to solve support needs, provide customer service and improve agent productivity."We run our User Group sessions about every six months as we find both our users and resellers benefit greatly from hearing from the vendor, plus networking with their peers and sharing case studies," said Robin Beland, global director of FrontRange Solutions' service and support solution, HEAT.
"FrontRange is very enthusiastic about the latest version HEAT 9.0 which was released in January 2009, we have put a lot of effort into this version.
"The ability to monitor email traffic and web services opens up a whole new list of integration opportunities, which can significantly enhance the value organisations realise from HEAT 9.0," she added.Those attending the workshops include HEAT clients throughout Australia and New Zealand, resellers and prospective clients.People from the Channel and customers can share experiences with fellow users. Guest will share case studies, business strategies and best practices."In these uncertain economic times more and more companies are looking at ways to drive efficiencies within their IT departments including the provision of customer service through internal help desks," said Beland.
"The HEAT product, which has a strong install base in the Australian market, represents a strong proposition for companies wishing to achieve this without incurring high cost." HEAT 9.0 introduces a number of features to increase the effectiveness of the IT service organisation and improve end user productivity across the entire organisation. HEAT enables service technicians to prioritise service requests, respond more quickly to trouble tickets, while handling a greater volume of calls, HEAT 9.0 features an all-new web interface, which provides all of the day-to-day service desk functionality without the need to install a client package on the PC. "To further enhance the productivity of the IT service organisation, HEAT 9.0 features advanced integration options through the new Messaging Centre," said Beland.
"This enables data to be imported from multiple sources such as email servers, XML files, web services and more.
"This feature can be used to automatically create and update tickets, customer records and configuration records, thereby reducing the manual workload placed on technicians and making the service desk more central to business operations. "With more reliance on corporate knowledge assets, an important development in HEAT 9.0 is the ability for HEAT technicians to access external knowledge bases and other information sources without leaving the main HEAT interface," she added.
The HEAT User Groups are held in;
Issue: 335 | January/February 2015
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