Increase your level
of support with HEAT
HEATŪ Service & Support™ provides the core Support
Center tools you need to increase overall operational
effectiveness and improve customer satisfaction.
Incident Management – maintain customer
or employee profiles, create incidents, provide work queues
to organize, prioritize, manage and route work, allowing for
escalations and business rules.
Change Management – ensure standardized
methods and techniques for efficient and prompt handling of
all changes to prevent change-related incidents. HEAT
supports ITIL-standard Change Management best practices on
the change request lifecycle including: Acceptance,
Classification, Authorization and Planning, Coordination,
and Evaluation.
Problem Management – proactively solve
problems and known errors before incidents occur in the
first place. HEAT supports ITIL-standard best practices for
Problem Management including: incident control, problem
control, error control, and proactive problem management.
Interaction Management - lower costs and
speed your time-to-service by proactively managing your
customer interactions.
HEAT Plus Contact Center is an affordable,
out-of-the-box interaction management solution that can be
easily implemented within your existing infrastructure.
- Telephony integration with HEATŪ to maximize work
force efficiencies
- Advanced skills-based routing engine
- Session Initiated Protocol-based voice over IP (VoIP)
based technology
- Off-the-shelf components-routers, infrastructure and
PCs
Self Service – eliminate the bottleneck
of daily, mundane technical issues and control costs by
allowing customers and employees to effectively help
themselves.
Research indicates it costs nine times more to service a
call by phone than it does through Self Service.
HEATŪ Self Service™ is a convenient web-based, self-help
tool that tightly integrates with HEAT Service & Support and
HEATŪ Plus Knowledge to allow customers 24/7 access to the
problem-solving capabilities of HEAT from any Web browser.
Customers can search the knowledge base, submit a new
service issue or check the status of an issue without adding
to your incoming call volume. An effective self service
solution will:
- Reduce call volume
- Minimize pressure on technicians
- Increase staff productivity
- Minimize routine stoppages
- Increase customer satisfaction
Remote Support – research estimates
indicate that remote control capabilities reduce the average
escalated call by 30-40%.
HEATŪ Plus Remote Support Suite provides SSL-encrypted
sessions to protect remote support activities, and includes
a remote incident resolution suite with remote control,
real-time system information, chat, file transfer, and
remote execute and reboot. An effective remote support
solution will:
- Increase first-call resolution
- Shorten call times
- Instantly support customers on your network without
deploying or maintaining client software
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