COLORADO SPRINGS, Colo. – October 28, 2003 – FrontRange Solutions (Company
Profile, Past
Stories, Case
Studies) Inc leader of integrated business relationship solutions, is aggressively improving its position in the service management market with the upcoming
release of HEAT® Service & Support™ 8.0. The new solution, available later this year, will include numerous client and partner requested improvements, along with
an updated user interface and will deliver new and improved complementary products that expand FrontRange’s service management offerings.
The move extends the award-winning FrontRange product line—long regarded as an industry-leading service desk application for internal and external support centers--to a
powerful and improved service management solution providing a complete view and analysis of employee and customer interactions. HEAT Service & Support 8.0 builds
upon the company’s HEAT family of proven solutions and adds more robust integration with HEAT Plus Knowledge and HEAT Asset Tracker, further extending the solution
for the Service Management market. Implementing a complete Service Management solution can ensure higher support levels and technician productivity, more satisfied
customers and a tangible ROI. External support centers can become a means of revenue-generation instead of a cost center.
“Effective service management is a key differentiator for companies today and the ability to provide personalized customer support and optimized service delivery through a
consolidated service desk is critical to the success of their business,” said Kevin J. Smith, vice president of products for FrontRange Solutions Inc. “FrontRange’s mission is
to create a new model for relationship management by offering small- to mid-sized enterprises a comprehensive ecosystem of solutions for a variety of disparate business
relationships.”
To focus on service management solutions that help customers reduce costs, improve service quality, and maximize operational effectiveness, FrontRange is leveraging best
practices from thousands of customers and partners, as well as from industry standards. Since 1989, FrontRange has been a trusted call center partner of more than 7,500
companies, including small and Fortune 500 companies and distributed enterprises, including Auburn University, Aurora Healthcare, Bechtel, Domino’s Pizza, Greyhound
Lines Inc., The Seattle Times, and Thomson RIA Compliance.
Thomson RIA Compliance is a FrontRange customer that was seeking to improve its service center by reducing costs and increasing operational effectiveness. The
company, whose large worldwide client base includes the Big 4 accounting firms and 70 percent of Fortune 500, selected HEAT to replace its previous cumbersome and
expensive enterprise-level CRM system that had added at least $500,000 in payroll to the annual budget.
“HEAT provided us with a rich and flexible feature set at a price that made sense,” explained Jim Bennight, Vice President, Customer Operations for Thomson RIA
Compliance. “When compared to the CRM system we had in place, it 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 CRM system.”
According to Gartner, there is significant growth projected for the IT Service Desk (6.4 percent), IT Asset Management (10.7 percent) and Configuration Management (6.7
percent) sectors. HEAT 8.0 and the subsequent release of its additional modules will address all three markets, including the growing asset management market. The
evolution of the HEAT product line and the integration of HEAT 8.0, with HEAT Plus Knowledge and HEAT Asset Tracker strengthen FrontRange’s comprehensive
competitive position as a complete service management solutions provider.
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 automations 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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