COLORADO SPRINGS, Colo. – December 16, 2003 – FrontRange Solutions Inc. (Company
Profile, Past
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Studies), a global leader of integrated business relationship solutions, today announced the availability of HEAT Plus Knowledge 8.0 and HEAT Asset
Tracker 8.0. Both products seamlessly integrate with and complement the recently released version of the award-winning service management solution HEAT® Service
and Support™ 8.0 and allow for organizations to deploy capability as needed.
A key component to HEAT Service and Support, HEAT Plus Knowledge 8.0 is a powerful knowledge management product that provides immediate productivity gains to
small- to mid-sized enterprises (SME) and distributed enterprises and can reduce operating costs by up to 40 percent. HEAT Plus Knowledge 8.0 enables service
and support centers to leverage existing information from diverse business units across an organization, providing quick resolution to customer issues and inquiries and
increasing customer service levels.
HEAT Asset Tracker 8.0 is an easy-to-use, comprehensive asset management solution that reduces the complexity of asset management and helps organizations manage
company assets with precision. Industry reports suggest than an optimized asset management program can save a company’s IT department up to 30 percent on its
overall budget and reduce hardware-related call times by as much as 50 percent. In addition to capturing reliable and accurate hardware and software data, HEAT Asset
Tracker also minimizes occurrences of over-licensing and noncompliance by monitoring inventory and tracking software licenses, issues which are critical in today’s
governance environment.
“HEAT Asset Tracker enables our technicians and managers easy access to information on our de-centralized computer inventory,” said Frank Van Deusen, Asset
Management Director at Home Properties, Inc., a real estate investment trust (REIT). “Its seamless integration with HEAT Service and Support means that all the
information is captured, updated, and stored for later reference. With HEAT Asset Tracker we were able to take a very manual, labor intensive process of tracking
computer inventory and upgrade to a streamlined, scheduled inventory scanning process.”
HEAT Plus Knowledge has a new and more intuitive interface that allows service and support center technicians to extract information and navigate content faster and more
efficiently, thereby reducing call times and improving response consistency. Additionally, HEAT Plus Knowledge features improved relevancy rankings, allowing
service and support centers to weight and rank documents with more accurate relevancy.
“Knowledge management and asset management are essential components to FrontRange’s complete service management solution, further enabling organizations to
consolidate the management of support, service, knowledge and assets,” said Kevin J. Smith, vice president of products for FrontRange Solutions. “For organizations to
thrive, they need one solution that provides a complete service level view of their business and helps them increase their level of support and customer satisfaction while
reducing costs. HEAT Plus Knowledge and HEAT Asset Tracker further establish our leadership position in the service management marketplace.”
With the knowledge and asset management components, HEAT provides a complete service management solution to customers with an evolution towards a business
activity view of service and support. 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.
Additional new features in HEAT Plus Knowledge include:
• Improved, easy-to-use workflow authoring process that provides the ability to publish articles to any content collection, move or copy articles from
one content collection to another and create a default approval process that can be changed based on an organization’s business needs.
• New reports including document approval summary, document details report and a customer feedback survey.
• Administration enhancements that make it easier for the administrator or manager to set up and deliver HEAT Plus Knowledge across an
organization, including a new, roles-based security model that allows agents to refine searches and control the content.
Additional new features in HEAT Asset Tracker include support for Macintosh OS X, ability to define and customize fields in the data table and the ability to auto-fill field
data.
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 input to these
new releases. 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
FrontRange Solutions USA 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 have relied on FrontRange
Solutions technology. Customer companies include Coca-Cola, Shell Oil, Prudential Securities, Électricité 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, Italy, South Africa, Australia, Singapore and China. For more information, call (800) 776-7889 or visit www.frontrange.com
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