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FrontRange Helps Education Customers Get SmartAbout Service and Support; Mid-Sized Educational Institutions Rely on HEAT Service & Support Software to Optimize Help Desk OperationsCOLORADO SPRINGS, Colo.--(BUSINESS WIRE)--Dec. 11, 2002-- Reinforcing its leadership in the education market, FrontRange Solutions Inc., an international market leader in customer applications, today announced that two universities have joined its growing roster of education customers.Ferris State University and Baylor University have recently implemented FrontRange HEAT(R) Service & Support(TM) software to improve their help desk efficiency, and to optimize service and support for their employees and students. Deployed at more than 125 K-12 schools, more than 250 colleges and universities in the United States and more than 50 colleges and universities overseas, HEAT software is becoming the help desk solution of choice for the education market. Education customers have standardized on HEAT because it offers a unique combination of features and affordability in a customizable solution. "HEAT gives educational institutions everything they need to be successful in servicing the IT needs of students, faculty and staff," said Jerry Lumpkin, senior vice president of marketing worldwide at FrontRange Solutions. "As a full-featured, yet easy-to-use help desk solution, HEAT can immediately help educational institutions streamline their service and support processes for greater productivity." Located in Waco, Texas, Baylor University uses HEAT software to manage support for 17,000 faculty members, university staff and students, who use a variety of PCs, peripherals and other electronic devices. When a call comes into the help desk, a technician records the problem, issues a service ticket and works with the customer until the issue is resolved. Prior to deploying HEAT, the university used a homegrown system that did not provide centralized tracking capabilities. "HEAT is a powerful management tool that has helped us improve our help desk efficiency and communication," said Vicky Gerrick, director of distributed systems and services at Baylor University. "We've found HEAT to be extremely valuable in helping us maintain high service levels for faculty, staff and students." Ferris State University, a public university located in Big Rapids, Mich., has also standardized on HEAT for its help desk operations. The university's help desk supports more than 1,500 employees and 10,000 students. "HEAT offers exceptional customization tools that have allowed us to easily tailor the software for our specific support needs," said Scott Thede, computer consortia manager, Ferris State University. "It's also easy to upgrade to new versions and add new features, while maintaining our customized screens and call flows." Used by more than 10,000 companies worldwide including 40 percent of the Fortune 500, HEAT delivers an easy-to-use, full-featured customer service and support solution. HEAT Service & Support (version 7.0), the latest of its award-winning service and support software, enables 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 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 |
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