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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
▪ iHEAT™ - Provide your technicians access to HEAT from anywhere
– no plug-ins required.
HEAT® Self Service™ – 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. HEAT Self Service can reduce service desk calls up to 15%.
▪ HEAT® Asset Tracker — Deliver significant IT savings by
managing hardware, software and non-scannable assets throughout
their lifecycles.
▪ HEAT® Plus Knowledge — Knowledge management product that
can save up to 30% off service and support center budgets by reducing
training costs, unnecessary escalations, and call lengths.
▪ HEAT® Plus Call Center - Integrates your support center with
computer telephony for increased workflow and improved call handling.
▪ HEAT® Plus Remote Support Suite – Enables fast and secure
support for your customers via the Internet. ▪ GoldMine® FrontOffice - Combine HEAT with GoldMine Business
Contact Manager Corporate Edition to create a powerful tool that
helps small to medium-sized businesses manage the entire customer
lifecycle.
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