FrontRange Solutions Inc. (Company
Profile, Past
Stories, Case
Studies), a global leader of integrated business relationship solutions, today announced that Vail Resorts, one of the top resort operators in North America,
has implemented FrontRange HEAT Service & Support solutions to increase employee satisfaction and effectively integrate and orchestrate help desk activities at all
resort locations.
Vail Resorts' IT infrastructure supports approximately 3,000 technicians that service 14,000 employees across five resorts and a sales office, which in turn provide a variety
of essential, revenue-producing functions including ticket sales, lodging reservations and other business needs. The company needed to replace its limited in-house system
with a more powerful, customizable solution and turned to FrontRange after examining a variety of applications that were too costly and required a programmer to maintain.
Vail Resorts Human Resources (HR), which had successfully used HEAT for several years in tracking incoming calls from current and potential employees, recommended
the solution for its ease of maintenance, customizability and attractive price.
"Our robust HEAT solution allowed us to become a centralized, integrated help desk, where all calls go to a single location," said Jennifer Woolley, IS Help Desk
Supervisor. "We are able to save time and money with HEAT by focusing on resolving the most important issues for our employees quickly. On internal customer
satisfaction surveys, we scored the highest out of all the IT departments which points directly to the value of using a powerful service management solution."
Vail Resorts also implemented iHEAT, an add-on module from FrontRange that enables technicians to access the HEAT system via the Web anytime, anywhere. With six
locations to support, iHEAT allows technicians to service tickets on the spot and resolve issues quickly. A case study about Vail Resorts' HEAT implementation is available
at http://www.frontrange.com/isolutions/casestudy.asp?casestudy=160.
"Vail Resorts recognizes the business benefits of a powerful, customizable, cost-effective service management solution that helps the company to remain among the
top resorts in the world," said Kevin J. Smith, vice president of products for FrontRange Solutions. "HEAT's full-featured service management solution delivers
uninterrupted operations and exceptional customer satisfaction - mission critical objectives for the recreation and lodging industry which requires smooth operations and
world-class service for customers worldwide."
About Vail Resorts
Vail Resorts, Inc. is the leading mountain resort operator in the United States. The company's subsidiaries operate the mountain resorts of Vail, Beaver Creek, Breckenridge
and Keystone in Colorado, Heavenly in California and Nevada, and the Grand Teton Lodge Company in Jackson Hole, Wyo. The company also operates its subsidiary,
RockResorts, a luxury resort hotel company with 10 distinctive properties across the United States. Vail Resorts Development Company is the real estate planning,
development, construction, retail leasing and management subsidiary of Vail Resorts, Inc. Vail Resorts is a publicly held company traded on the New York Stock Exchange
(NYSE: MTN). The Vail Resorts company website is www.vailresorts.com and consumer website is www.snow.com.
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.
Solutions include: the industry leading GoldMine family of software for business relationship management, team-based contact management and sales forces automations;
the award-winning HEAT software line for world-class, complete service management including Help Desk, Knowledge, Asset and Service Level Management; and GoldMine
CustomerIQ, delivering the next generation of industry-specific solutions.
Market-leading customer companies include Shell Oil, Coca-Cola, Chevron, 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 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 almost 15 years, FrontRange Solutions is headquartered in Colorado Springs, Colorado, with offices in Los
Angeles, United Kingdom, Germany, South Africa, Australia, Singapore, and China. For more information about FrontRange, call (800) 776-7889 or visit
www.frontrange.com.
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