FrontRange Solutions Inc. (Company
Profile, Past
Stories, Case
Studies), a global leader of integrated business relationship solutions, today announced that Thomson RIA, the premier provider of technology and
information to tax professionals in accounting firms and corporations, has purchased and implemented FrontRange’s HEAT Service & Support and WebCenter solutions
to enable improved call management, customized reporting, virtualized customer self-service and strong customer support.
HEAT replaces RIA’s previous enterprise-level CRM solution, which was costly, laborious to maintain, and was not delivering the high performance that the company needed.
With the uncomplicated, yet more powerful HEAT, RIA also saved significant money by reducing administrative staffing from seven full-time maintenance personnel to one
part-time administrator, a savings of at least $500,000 in payroll to the annual budget. HEAT software’s easy-to-use customization also enabled RIA to design the system to
fit its workflow without any complex programming.
“HEAT provided us with a rich and flexible feature set at a price that made sense. When compared to the CRM system we had in place, HEAT provided us the flexibility to
customize workflow to our specific business needs rather than costly re-engineering our business to meet the needs of the old CRM system,” said
Jim Bennight, Vice President, Customer Operations, Thomson RIA Compliance.
What most impressed RIA about HEAT was its approach to its Compliance organization’s challenge of supporting a worldwide client base that includes the Big 4 accounting
firms and 70 percent of Fortune 500 firms. HEAT software’s ease of customization enables a single administrator to make changes to call screens and processes and HEAT
WebCenter allows customers to log on and check their call tickets anytime, anywhere, without contacting the call center – a valuable feature for the company’s worldwide
client base and a market differentiator for RIA. RIA next plans to implement GoldMine® from FrontRange to handle Compliance contact management and take advantage
of FrontRange’s forte as a total CRM provider.
FrontRange Solutions Partner Enterprise Computer Solutions (ECS), a leading provider of "best-of-breed" helpdesk, call center, support center and CRM
solutions, worked closely with RIA to demonstrate that HEAT OTB functionality is quickly achieved with the easy-to-use toolset for customizing screens and workflows.
This ensured additional buy-in for RIA’s transition to HEAT because the solution’s simplicity allowed support personnel who use the system to be involved in its setup
– rather than high-level programmers alone.
“HEAT architecture and administration allowed us to involve the very people who would be using the solution day to day in the implementation,” explained Allen Murdock,
Director of Customer Operations, Thomson RIA Compliance. “We’re proud to say we delivered early and we delivered a system that our customers tell us is better, more
robust, more intuitive and more stable.”
“Thomson RIA is a superb example of how FrontRange works closely with customers and partners to provide world class service solutions that offer affordable customer
support and exceed expectations,” said Michael McCloskey, FrontRange CEO. “HEAT gives customers with far-reaching, ever-changing needs the ability to adapt quickly
and effectively to satisfy a loyal customer base, at a fraction of the cost.”
A complete customer story about RIA’s HEAT implementation is available at www.frontrange.com.
email this article