Press Release - Goldmine Software Corporation

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HEAT Help-Desk Software Optimized to Meet Customer Needs

Version 6.0 Offers Greater Ease-of-Use with New Call Escalation Features and Web-Enabled Access to Customer Service

COLORADO SPRINGS, Colo.--Aug. 23, 2000--HEAT(R), a division of GoldMine(R) Software Corp., has released HEAT 6.0, the latest version of its popular help-desk software. HEAT 6.0 allows help-desk managers and information technology (IT) departments of mid-range organizations to quickly resolve technology issues. "Consistent with GoldMine's vision of optimizing the customer experience, the HEAT product is an easy-to-use, flexible and powerful software tool that streamlines service requests, accelerates response times and proactively resolves help-desk issues," Edwin Gear, president, HEAT division, said. "HEAT 6.0 offers powerful new features to further increase the productivity and effectiveness of help desks in addition to Web-based self-service and remote access functionality designed for anywhere, anytime customer service and support."

The HEAT product offers ease of implementation, administration and call logging. HEAT 6.0 offers enhancements to core product features so as to further simplify common user tasks. HEAT 6.0 includes a Business Process Automation Module(TM) (BPAM), which is an upgraded call escalation feature, and iHEAT(TM) and HEAT Self Service(TM), new Web-enabled features. The multi-function Business Process Automation Module utilizes "best practice rules" for call escalation and alert notification. With BPAM, the IT manager creates his or her own language rules to monitor the system for time-sensitive customer issues. Using various components within BPAM, calls are prioritized, tracked and monitored proactively. If calls are not responded to within a designated time, automatic follow-up actions are initiated.

iHEAT is an optional thin-client add-on module that offers Web access to the same HEAT software used on a desktop. Designed for the on-the-go or remote technician, iHEAT is accessible over network or dial-up connections using any one of the leading browsers. No plug-ins are required. Also, since iHEAT uses the same user interface as HEAT, no additional employee training is required. The HEAT Self Service add-on module, using out-of-the-box templates for quick installation and set-up, offers an intuitive and simple user interface that allows end users to input service requests and check their status remotely through a Web connection. With 24x7 access to HEAT 6.0's "knowledge" databases, customers can often solve their own first-level support issues without the assistance of a technician.

To expedite their inquiries, users can also look up answers to their own questions by accessing a list of responses to frequently asked questions, reducing the number of calls made to the support desk. After a service request is submitted, an e-mail is sent to the end user confirming its receipt. "HEAT 6.0 offers a powerful user desktop interface. The company has made considerable improvements to Auto Tasks, and printing from grids is a definite plus," Chauncey Brandom, business analyst, Greyhound Lines Inc., said. "I like the fact that the iHEAT Web-interface lets us use the same screens and drop-down menus built into the HEAT desktop version, eliminating special training for the Web module. With HEAT Self Service, users can access forms online, and our customer support technicians can easily keep track of these requests."

Pricing and Availability

HEAT 6.0 starts at $3,495 for a single user/file server and offers multiple seat discounts, and is free to existing HEAT 5.0 users with maintenance agreements. HEAT Self Service is $7,500 for an unlimited number of users. iHEAT is priced at $600 per user. HEAT 6.0 can be purchased directly from GoldMine Software Corp. or through the company's VAR partners. Shipping starts in early September. For more information, visit the company's Web site at www.goldmine.com.

About GoldMine Software Corp.

Founded in 1989, and with headquarters in Colorado Springs, GoldMine is a leading worldwide developer and supplier of software solutions for customer relationship management and support management solutions for mid-range businesses.

About HEAT Products

HEAT products received the 1999 Gold "Best in Class" Users Choice Award by Customer Support Management Magazine and RealMarket Research. In addition, Call Center Magazine and Call Center Solutions both named HEAT "Product of the Year." Used by more than 40 percent of Fortune 100 companies, HEAT boasts a 98 percent customer satisfaction rate. The HEAT division of GoldMine Software Corp. develops and sells help-desk automation tools for the mid-range business. HEAT software offers features designed specifically for call-center management and provides all tools, including detailed management reports, to track information on the support center's performance.

Editorial Contact:
Lynne Dolan
HEAT DivisionCorporation
719.532.7537
lynne.dolan@goldmine.com

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