COLORADO SPRINGS, Colo. – November 18, 2003 – FrontRange Solutions Inc. (Company
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Studies), a global leader of integrated business relationship solutions, today announced the availability of HEAT® Service & Support™ 8.0. The new
version of the award-winning HEAT service management solution provides customers with an evolution towards a business activity view of service and support and features
significant enhancements like an updated user interface and new and improved service level and change management capabilities.
HEAT® helps support centers respond to today’s most challenging issues, including out of control support costs, reduced support levels and unsatisfied customers, by
providing one complete service management solution that is quick to implement and easy to maintain. HEAT also offers customers a choice of deployment with client server,
thin client and/or web based solutions.
“In today’s increasingly competitive business environment, it is crucial for companies to deliver superior support to their employees and customers. Our HEAT product
strategy reflects a focused commitment to our customers to continually improve and expand our Service Management solution and give them a competitive advantage,” said
Michael McCloskey, FrontRange Solutions CEO. “HEAT 8.0 allows our customers to boost staff productivity, maximize their return on investment and reduce costs by
allowing their customers and employees to service themselves.”
HEAT is designed to help organizations maximize their return on investment by consolidating cumbersome and expensive disparate systems into one intelligent service
management solution. To reduce costs while significantly increasing efficiency and customer satisfaction, customers like Greater Baltimore Medical Center and Thomson
RIA Compliance achieved annual savings of approximately $225,000 and $500,000, respectively, using HEAT. The two companies quickly realized ROI and note that HEAT
out-performed previous existing systems in the areas of customizability and control at a fraction of the cost.
“HEAT enabled us to lower our budget dramatically and provide better service to our users because it’s all in-house,” said Michael Hebrank, Vice President of Information
Services for Greater Baltimore Medical Center, who says that HEAT is proving successful in several areas at the hospital. “We’re saving money and our service levels have
gone up dramatically.”
According to Jim Bennight, Thomson RIA Compliance Vice President, Customer Operations and HEAT user, “HEAT provided us with a rich and flexible feature set at a price
that made sense. When compared to the system we had in place, HEAT provided us with the flexibility to customize workflow to our specific business needs rather than re-
engineering our business to meet the needs of the old system.”
Key additions in HEAT 8.0 are new capabilities within the incident management, service level and change management areas:
• The HEAT 8.0 user interface has been significantly upgraded to make it more intuitive to the user, improving end-user productivity and reducing
training costs. The user interface includes new toolbar icons, modernized menus, custom graphics and the ability to change menus to fit the environment.
• New Service Level Management allows customers to adapt HEAT to the way they run their business rather than having to conform their business
rules to the product.
• The enhanced Change Management features allow customers to manage changes within their organizations, including the ability to prevent
assignments from being resolved out-of-order.
FrontRange is also expanding its knowledge management and asset management offerings with two new releases due out later this year. HEAT Plus Knowledge 8.0 can
reduce operating costs by up to 40 percent while increasing customer and agent satisfaction with an updated user interface, improved authoring workflow, improved
relevancy rankings and comprehensive reporting allowing agents to refine searches and control the content more efficiently. HEAT Asset Tracker 8.0 can increase
productivity and efficiency gains and minimize asset loss and lapsed lease and software agreements.
Since 1989, FrontRange Solutions has been a trusted call center partner of more than 7,300 companies, servicing over 125,000 users, many of whom provided their input to
this new release. With more than 90 percent of enhancements and new features driven by customers and end users, FrontRange continues to engage partner and customer
feedback to deliver high-quality products and services.
About FrontRange Solutions Inc.
FrontRange Solutions Inc. develops software and solutions that allow organizations to manage a wide variety of business relationships and provide exceptional service.
Award winning solutions designed specifically for small- to mid-sized enterprises and distributed enterprise organizations include: industry leading GoldMine family of
software for business relationship management, team-based contact management and sales forces automation and; HEAT software line for complete service management
including Help Desk, Knowledge, Asset and Service Level Management. Over 1.2 million users worldwide in a variety of market-leading companies rely on FrontRange
Solutions technology. Customer companies include Coca-Cola, Shell Oil, HBO, Orlando Magic, Prudential Securities, Electricite de France, Mack Trucks, and Turner News
Network. The company has won numerous software awards, including Software Magazine’s “Hot 500,” Call Center Magazine's Product of the Year, Entrepreneur Magazine’s
Best Software, Users Choice Awards, and PC Magazine “Editors’ Choice.”
An international market leader in customer-centric software for nearly 15 years, FrontRange Solutions is headquartered in Colorado Springs, Colorado, with offices in
California, United Kingdom, Germany, South Africa, Australia, Singapore, and China. For more information, call (800) 776-7889 or visit www.frontrange.com.
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