We feel your pain: To improve your organization’s efficiency and productivity, HEAT® is your complete IT service management solution. FrontRange Solutions, makers of HEAT, offers a catalogue of FREE industry white papers from the Help Desk Institute on the advances in technology that improve service and support centers. Plus, case studies that examine the practical benefits and everyday advantages of deploying the award-winning service and support solution, HEAT.

Building Your Support Capabilities to Achieve Differentiation
In a world of constant competition, organizations are increasingly using support capabilities to secure long-term competitive differentiation and to lock in long-term customer loyalty. Best-in-class support organizations confirm that the optimal way to master support is to achieve success initially from within the organization, and then expand these efforts outward through the distribution channel and ultimately to their customers. Building support capabilities into an organization’s products and services is quickly becoming a prerequisite to long-term success. Integrating support capabilities into products and services does require a structured approach—based on people, process and technology.

Optimizing Service & Support Processes with Technologies & Tools: Manufacturing
Your help desk, support center, or call center is crucial to the success of your Manufacturing operation. Manufacturing’s relationship with its customers, partners, and vendors are dependent on highly capable and dependable technology and processes. The industry continues to face the presses of decreasing time to market while increasing production efficiency, as well as reduced overall product development and total ownership costs. Complete processes are necessary to bring better products to market faster while ensuring service of internal employees and customers.

Optimizing Service & Support Processes with Technologies & Tools: Federal Govt.
Even more than the private sector, federal government commissions, agencies, and departments are constantly faced with doing more with less. Government help desks, support centers, and call centers often represent the face of the government to the public. As the federal government becomes more accessible through different channels, it becomes necessary to develop new processes and integrate legacy and disparate systems with new technologies. The delivery of excellent support and service translates to government entities that are viewed as efficient, knowledgeable, and responsive.

Optimizing Service & Support Processes with Technologies & Tools: Banking
The banking industry’s relationship with their customers has evolved from offering traditional face-to-face interactions at the corner branch to include banking by phone, interactive voice response unit, online, and ATMs. As capabilities and transactions become complex, banks face increased pressure to develop broader and better relationships with customers to improve sales and increase loyalty. Competition is fierce. Technology issues must be addressed and resolved quickly to ensure little down time for employees and customers - lag time often means lost customers.

Knowledge Management in the Support Center
Knowledge Management is a methodology for capturing, optimizing, delivering and maintaining a collection of information that provides guidance or action, and is of value to the organization. When a support professional has access to knowledge, they can quickly assist customers with problems and inquiries. As a result Knowledge Management has become an essential practice within today’s support centers. Customer service and support software allow companies to manage the interactions with customers and employees. When combined with Knowledge Management, the support center is able to improve efficiencies, increase satisfaction, and reduce the cost of service.

HEAT® Case Study: Aurora Health Care
The 24,000 employees of Milwaukee-based Aurora Health Care provide care at more than 300 hospitals, clinics and pharmacies. Aurora needed a help desk tool with the power and flexibility to handle the organization’s changing needs and widely distributed nature. Aurora Health Care selected HEAT® Service & Support™ from FrontRange Solutions for built-in and add-on functionality that grows with the organization to help improve customer service.

HEAT® Case Study: Baylor University
Three years ago, Baylor University wanted a centralized help desk to facilitate calls coming into one location, enable multiple call groups, offer customizability and automate many of its processes. With the help of HEAT® Service & Support™ software from FrontRange Solutions, Baylor has centralized its help desk so that all calls—out of a customer base of 17,500 students, faculty and staff—come into one location, its information technology services help desk.