PLEASANTON, CA (October 22, 2004) - Companies that need to provide a mobile workforce with HEAT and GoldMine's critical capability can leverage new versions of iHEAT and iGoldMine from FrontRange Solutions, the leader in Service Management and Customer Relationship Management (CRM) solutions for distributed and small to mid-size enterprise (SME.)
Newly released versions of each solution optimize the value that thousands invest in HEAT and or GoldMine by providing workers with "everywhere" access via a Web browser, and reducing the costs associated with administering desktop resources. Specifically, real-time remote access is possible using a Web browser through either a network or dial-up connection - with no additional plug-ins required, and a lower total cost of ownership results from running and accessing the applications from a centralized server, which also provides centralized maintenance and upgrading.
Kenosha Unified School District (KUSD), in Kenosha, Wisconsin employs 4,000 people to serve 21,400 students in 40 elementary, middle, high and charter schools. The district's IS team recently implemented HEAT technology including iHEAT to support 7,000 computers, track and maintain 5,000 other pieces of peripheral IT equipment, and the systems that are the backbone that allows teachers to teach, the district to process grades and payroll, and to serve students with meals and learning resources.
With a powerful help desk system in place, KUSD enhanced service in its IS and Facilities departments, resolving 93% of all calls within its set goals, compared to 75% before.
Roy Bolin, operations manager of Information Systems for KUSD, said the district chose HEAT because it offered all the functionality the district needed, including iHEAT to support remote technicians. "HEAT is the most complete package out there - we haven't had to hire more technicians even though the base of equipment we support has grown." Bolin said. "HEAT provides a good business workflow and creates a great environment for us to stay organized and on top of things, and provide better service for customers - the employees that support our students," Bolin said.
The new remote solutions are a maintenance upgrade for such customers, whose requests and comments contributed to the enhancements including new key features:
For iHEAT 8.03 remote access
" Windows Server 2003 Support
" Native Macintosh OSX Client
" Pass-Through Authentication
" Session Load Balancing
" Session Reconnect
" Session Shadowing
For iGoldMine 6.6 remote access
" Native Macintosh OSX Client
" Pass-Through Authentication
" Session Reconnect
" Session Shadowing
" Session Load Balancing
" Access to External Applications, including remote users to access additional Win32 applications.
"The flexibility of iHEAT and iGoldMine's capabilities enables our customers to take accountability and best practices out on the road with them without gaps in service or revenue opportunities," said Kevin J. Smith, FrontRange Solutions' vice president of products. "By furthering and fortifying their reach into markets, we're essentially equipping SME customers to become leaders in their own arenas."
About FrontRange Solutions
FrontRange Solutions USA, Inc., is a leading international provider of Service Management and CRM solutions that have been used by more than 130,000 companies and over 1.5 million users worldwide to automate and manage IT projects and customer-facing initiatives.
A leader in consolidated sales and service solution suites, FrontRange established its reputation with the award-winning GoldMine® family of solutions for business relationship management, team-based contact management and sales forces automation; and with HEAT® solutions for complete service management, including Help Desk, Knowledge Management, Asset Management and Service Level Management.
FrontRange's expanded family of solutions includes: IT Service Management (including HEAT®), Infrastructure Management, Contact Center Management, Customer Service, and Sales, Marketing & Relationship Management (including GoldMine®). FrontRange products are designed specifically for small- to mid-sized enterprises and distributed enterprises. Customers represent over 50 percent of the Fortune 500 and over 75 percent of the FTSE 100. More than 80 diverse industries use FrontRange products, including Coca-Cola, Shell Oil, Prudential Securities, Électricité de France, Mack Trucks, and Turner News Network. For more information, call (800) 776-7889 or visit www.frontrange.com.
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