Press Release


Company Profile
Company Web Site

FrontRange Builds on Leadership in the Health-Care Market With New Customer Wins

Regional Health-Care Organizations Standardize on HEAT Service & Support Software


  COLORADO SPRINGS, Colo.--(BUSINESS WIRE)--Dec. 2, 2002--Continuing
its expansion in the health-care market, FrontRange Solutions Inc., a
global market leader in customer applications, has added 50 new
medical institutions to its customer roster in the past year.

  Two regional health-care organizations, Aurora Healthcare and
Eastern Connecticut Health Network, are among the customers that have
recently deployed FrontRange Solutions' HEAT(R) Service & Support(TM)
software solution.

  Used by more than 10,000 companies worldwide, including 40 percent
of the Fortune 500, HEAT software is also ideal for medium-sized
businesses that need a full-featured, yet affordable help desk
solution.

  "All health-care companies -- regardless of size -- face continued
pressure to improve their efficiency, attract new patients and improve
patient satisfaction," said Jerry Lumpkin, senior vice president of
marketing worldwide at FrontRange Solutions Inc. "HEAT is a powerful
tool that helps IT departments service their internal customers more
efficiently, while reducing downtime for users and ultimately enabling
better service for patients."

  HEAT is rapidly becoming the standard in help desk automation for
the health-care industry. With an easy-to-use customization engine
that does not require technical skills, HEAT can quickly adapt to meet
specific organizational needs. As a result, health-care customers
around the globe are now reaping the benefits of FrontRange technology
in their help-desk operations.

  Aurora Healthcare, a community-owned health-care organization
based in Milwaukee, offers care at more than 300 locations in 75
communities throughout eastern Wisconsin. The company's help desk
provides technical support to its 26,000 employees.

  "Time is of the essence when it comes to supporting our internal
customers," said Carol Rosmait, help desk supervisor, Aurora
Healthcare. "HEAT has helped us optimize our responsiveness, and now
we typically resolve 50 percent of our issues within a 15-hour window
by our first-level support team on the desk. Issues coming across the
Web through self-help have been processed out to our second-level
support teams in an eight-hour day. We've also appreciated the
product's ease-of-use, the ability to access the software over the
Internet with iHEAT, as well as HEAT Self Service, which gives our
employees access to the tools they need to solve their own technical
problems."

  Eastern Connecticut Health Network, based in Manchester, Conn., is
a group of community hospitals and health facilities in central
Connecticut. The company's help desk supports a total of 1,400 devices
including PCs, printers, phones and pagers -- all of which are
critical to ensuring smooth operations at each hospital. In addition
to using HEAT software to improve help-desk support for its
physicians, the organization is also rolling out a new help desk for
patient issues, such as billing questions.

  "HEAT software has revolutionized our help desk," said Jennifer
Moyher, help desk supervisor at Eastern Connecticut Health Network.
"The software has not only helped us improve our responsiveness to
technical issues within our hospitals, but also given us the
flexibility to easily roll out help-desk capabilities to new areas of
our organization."

  In October 2002, FrontRange announced the availability of HEAT
Service & Support (version 7.0), the latest of its award-winning
service and support software. HEAT delivers an easy-to-use,
full-featured customer service and support solution, enabling
organizations to reduce labor and systems costs, streamline customer
support interactions and improve customer retention. HEAT offers rich
out-of-the-box functionality, while simultaneously enabling users to
easily customize the software for use at internal help desks and call
centers.

  About FrontRange Solutions Inc.

  FrontRange Solutions develops software and solutions that allow
organizations to deliver extraordinary customer relationships and
service. An international market leader in customer-centric software
for almost 15 years, the company has headquarters in Colorado Springs,
with offices in Los Angeles, the United Kingdom, France, Germany,
Italy, South Africa, Australia and Singapore.
  Solutions include: industry-leading GoldMine(R) software family
for customer relationship management (CRM), team-based contact
management and sales force automation; and the award-winning HEAT(R)
software line for world-class customer service and support. FrontRange
drives business decisions for profitability in market-leading
companies such as Shell Oil, Coca-Cola, Chevron, Prudential
Securities, Electricite de France, Mack Trucks and Turner News
Network. Industry awards for FrontRange include Software Magazine's
"Hot 500," Call Center Magazine Product of Year, Entrepreneur
Magazine's Best Software, Users Choice Awards and PC Magazine
"Editors' Choice."
  For more information on FrontRange, call 800/776-7889 or visit
www.frontrange.com.

 
Editorial Contact:
Frank Heydenrych
FrontRange Solutions
+27-11-608 1228
frankh@icon.co.za
 
top of page