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Help Desk and Call Centre Solutions
HEAT Service and Support Software from FrontRange Solutions
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From a wider perspective, the Help Desk is also seen as core part of the service function, responsible for bringing together multiple resources to address an issue.
The importance of the Help Desk function within a modern business should NOT be under estimated, its smooth running is of growing importance... problems can cause substantial loss, both to reputation and financial stability.
You can import knowledge trees created by colleagues in your organisation or professional knowledge base's such as Microsofts TECH NET.
24/7 Technical Support - Web-based tools for customers and support technicians that includes access to FAQ's, 'How to' and 'How can I' searches, self-help/self-healing tools, the ability to post questions to the user community, and gain access to technical white papers.
HEAT Quick Start Wizard™ — Tailors the system to your business environment quickly and easily.
Technical Specification Guide
Client Workstation Operating Systems:
Minimum Client Workstation Requirements:
In Addition to the above Internet Explorer 4.x or above is required to view HTML Help.
Minimum Server Recommendations:
Server CPU and RAM requirements vary depending on your database used Access 2000 or MS SQL 2000/2003 and the follow factors:
Database's Supported:
Please Note: It is recommended that for use with greater than 5 concurrent users or customers implementing HEAT Self Service or iHeat that Microsoft SQL 2000/2003 be the preferred database:
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Automatic Ticket Generator: (E-mail Module)
Minimum Server Recommendations:
Protocols Supported:
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Operating systems:
Internet browser:
Microsoft Internet Information Services (IIS) server 4.0 or Higher
Workstation requirements Any operating system that supports Microsoft Internet Explorer or Netscape Communicator
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iHEAT can be run on any CPU, including your main Microsoft Internet Information Services (IIS) server. Running IIS and iHEAT on the same CPU is recommended.
Having iHEAT and/or IIS on the same server as your database servers, mail servers or any other server-related services is not recommended; these should be implemented on other CPUs.
Server:
The recommended number of concurrent users per server is outlined below. This information is provided as a guideline only; please configure the system based on your specific environment. For calculation purposes, the average memory requirement is about 4 megabytes of RAM per user running Call Logging.
Users System RAM Hard Disk:
iHEAT requires 115-120 megabytes of space for installation.
Workstation CPU requirements System:
HEAT Service and Support Free Trial Download
Download the full HEAT Service and Support product limited see for yourself why so many organisations rely on HEAT Service and Support Software to keep track of their organisations support centre issues.
The Evaluation Copy can be installed on a Live or Test Environment allowing for full product review to take place.
Please be aware that .Net2.0 framework will be required to run this evaluation regardless of any other versions of .NET already being installed.
To continue downloading the Evaluation version please Click Here
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If you have any difficulties downloading please contact our on support department or telephone 024 76 456174
HEAT Service and Support Pricing Models:
FrontRange Software offers several pricing models. These models are designed to offer organisations the option of purchasing the HEAT Service and Support Software in the manner that best suits the organisations buying criteria or project requirement.
Support and Maintenance contracts are available over either a 12, 24, and 36 Month Periods
Support and Maintenance costs are based on the current retail price per licence and are calculated using an agreed % rate for the period required.
Product Support Includes:
Want an idea of the HEAT Service and Support Software costs for your organisations?
NetWorld UK offer you the facility to obtain an immediate On-Line Price Guide based on the Outright Purchase costs, please use the following links: If you require a formal quotation please use e-mail our sales department using the following link: A NetWorld UK representative will forward your quotation to the e-mail address you provide.
HEAT Service and Support Software Product Training and Consultancy:
NetWorld UK provide full installation/implementation and product training which will enhance the customer experience of using the HEAT Service and Support Software.
Although we do not mandate any of our services as a purchase requirement, for those organisations wishing to take advantage of our experience and expertise with this product we would be pleased to provide full details and costs of all our service.
Please See the Services Tab at the top of this page to review our service offerings: HEAT Service and Support Optional Modules
More time savings and cost efficiencies: Your HEAT Service and Support administrator can control many of its features directly from a Web page. Plus, you can customise the look and feel of the user interface and change the data presented on your HEAT Self Service Web pages ____________________________________________________
With iHEAT™, you can access HEAT® Service & Support over either network connections (Intranet) or Web using one of the leading Web browsers with no additional plug ins required. iHEAT utilises Java™ and Microsoft® Windows™ technologies.
By providing exactly the same graphical user interface (GUI) format as the standard HEAT® Service & Support, iHEAT offers a Web solution that requires no additional training and therefore minimises data input errors. ______________________________________________________
Centennial Discovery PC Auditing Software -
In a Helpdesk/Support environment, it is ideal to have access to current audited asset information when taking support calls from customers/users instead of working with static historical data or attempting to glean the required details from your customer/user.
The problem has traditionally been how do we get the asset configuration data and keep it up to date and how do we utilise this data within our existing support operations?
NetWorld UK's product development team have designed and implemented an integrated solution which fits the best of breed Centennial Discovery PC Auditing Solution seamlessly with or HEAT Service and Support Helpdesk Applications.
Summary of use: A member of your support team has identified the asset in question either via an asset number, serial number or a user ID, this single piece of information is utilised to action a lookup on the Centennial Discovery Software database which will populate the HEAT call record with the assets hardware and software configurations thus leaving no question as to how the asset may be configured.
Working with accurate and up to date asset configuration data will:
The Technology: Developed and Supported by NetWorld UK the technology is constantly in review and being updated to take into account new market trends or design changes by Software Developers.
The NetWorld UK HEAT to Centennial Discovery integration comes as either a boxed product which includes installation/implementation or can be configured to any clients specific requirement where we would work with and implement a system design specific to your environment.
More Information on the HEAT to Centennial Integration>>
What is Centennial Discovery™ Software? The world’s first network hardware & software PC Auditing Inventory and network device tracking tool that gives you a complete view of your Software & Hardware IT Assets and where they are located, Centennial Discovery™ provides you the means to control your software installations across your whole enterprise from a central location. Get Legal! Stay Legal!
more information on Centennial Discovery>> ______________________________________________________
The HEAT - Prism Deploy Software Integration allows Support Centre Managers and IT Support Staff to remotely install Software Applications and Configure PC Desktops and Servers from within HEAT Helpdesk Products.
Using this technology will ensure that Support Centres and IT Support Departments are both highly productive and are providing the highest level of first time fix rates possible and therefore assuring Customer Satisfaction.
When used in conjunction with the HEAT to Centennial Discovery PC Auditing Software Integrated Solution you have a complete Desktop and Server Configuration Change and Software Licence history conforming to ITIL (Information Technology Infrastructure Library) and FAST (Federation Against Software Theft) processes/accreditation processes
More Information on HEAT to Prism Deploy Software Integration>>
What is Prism Deploy® Software? Centrally enables and distributes software to every computer in your entire organisation. It remotely outfits and configures workstations, laptops and servers to your organisations’ software and hardware standards and policies.
With Prism Deploy, you set up computers the way they should be to ensure maximum control and security of the network environment – quickly and easily. Then Prism Deploy helps you keep them configured that way – automatically – no matter what accidental or unauthorised changes end users may make.
Create Software Packages simply by using our Wizard Driven Interface. No need to be proficient in complex scripting languages or techniques.
More Information on Prism Deploy Software>> ______________________________________________________
Information that is difficult to find is often underutilised. Companies need to focus on fully leveraging their existing information assets and subject-matter experts.
The keys to remaining competitive are increased productivity, improved customer service, ensured compliance with policies, and other operational efficiencies.These can only be achieved through complete access to your most important information. ______________________________________________________
Enhance customer satisfaction, lower costs and streamline your call center.
Whether you're a small or mid-sized organisation, you simply can't afford to throw money and technology at your support center. And yet, if you're outgrowing your existing communication system or expanding your operations, you need a flexible, cost-effective solution that will meet your needs today-and tomorrow.
HEAT Service and Support Literature/Resources
Product Information
HEAT Service & Support Brochure
Evaluation Material
Information
Online Free Price Guides
HEAT Service and Support Services
Product support is available on an annual or multi-year agreement.
Product Support Includes:
Click Here For Our Support Desk Contact Details:
Consultancy and Training
Designed to
ensure that each client gets the most from their Help Desk/Customer
Service Centre, NetWorld UK's Training &
Implementation services cover all aspects of the Help Desk project.
These range from managing and carrying out the Help
Desk/Customer Service Centre implementation, through a range of training
courses to annual support and maintenance.
NetWorld UK
Helpdesk Services are offered as
either daily services or packaged solutions dependent on the level of
expertise and available resource within client organisations.
Consultancy
Services
The
NetWorld UK team of Consultants are available to work with clients in
many areas of Help Desk and Customer Service Centre projects, focusing heavily in
ensuring that the Help Desk or Service Centre operates as effectively as
possible. Areas of consultancy include database conversion (bringing
forward existing call information into a new system), advice
on managing
a Help Desk/Customer Service Centre and guidance on implementing the right
system.
NetWorld
UK Solutions are integrated service packages designed to offer clients
complete Help Desk and Customer Service Centre solutions. With a mix of
implementation services and education training courses combined with
favourable
pricing, NetWorld UK Solutions enable clients to benefit from
the experience and skill-set that NetWorld UK has built-up over many
years of delivering Help Desk and Customer Service Centre's. ____________________________________________________
Below are
some typical components of our Solution Services. Please click a link
to view the details:
I
Managing Your Help Desk I Application User Training
I
I Application Administrator Training
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I
Process & Workflow
Planning I
I
Installation & Customisation
I Data Conversion & Exporting
I
I
Post Implementation Review I
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Overview:
This course is designed for Managers and
Supervisors who have some responsibility for the Help Desk and is also
suitable for team leaders or Senior Help Desk Operators. At the end of
the course each delegate will have:
Considered what
standards and procedures are essential to the Help Desk
Examined various
managerial and supervisory skills required to run an effective Help
Desk
Developed procedures for
dealing with colleagues, customers, suppliers and maintainers
The skills to draw up
development plans for themselves, their staff and their helpdesk
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Overview:
This course is designed to meet
the needs of both Support Management and Staff who use the Company Helpdesk on
a day-to-day basis and thus require an in-depth knowledge of the Help Desk
module.
The course will detail all
aspects of the Help Desk module. Additional tutoring on other elected modules
also given. Upon completion of the course delegates will have a good working
knowledge of your selected Helpdesk Software.
Topics covered include: Overview of Screens Working with Views Setting up Company Details Setting up Contact Details Call Logging Call Tracking Assigning and Actioning
Calls Internally Record Linking Processes Inventory Management Using the KnowledgeBase to
Resolve Calls Adding information to the
KnowledgeBase Overview of
Quick Tasks Creating and Editing Filters Using e-mail for
Notifications and Call Logging Reporting and Printing
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Help
Desk
Administrator Training
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Overview
This course is designed with
the Help Desk administrator in mind and covers all areas of the Helpdesk
Software necessary to tailor the system to your Help Desk structure and
workflow processes.
Upon completion of the course
delegates will be able to determine security set-up, generate teams and
users, customise the look of each team members working environment and
will become familiar with the Agent Modules.
Topics covered include: Installation Procedure The Helpdesk Software
Configuration File Defining Additional
Databases and Making the necessary changes within the Configuration
File Using the
Call Logging Module Using the
Quick Start Customisation Module Using
the Ticket Generator Module Using the
Alerts Using the Database Manager
Module Using the
Answer Reporting Wizard Module Using
the Administrator Module
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manage the project from order received to client sign-off review and define timescales, produce a plan signed off by the client analyse/define/confirm actual project/client/user requirements co-ordinate the Sunrise resources required to deliver the system provide a single point of contact for client communication liaise with and update the client on a regular basis review the education program for users and administrators schedule data conversion services from existing systems define and communicate the client’s project responsibilities
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Installation
and Customisation
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implementation of the system to
the agreed client requirements install the server and client software configuration of the operating environment maximise the system performance
tailor the system to reflect the client’s workflow and processes implement agreed security rights | |
Built on more than a decade of service
management experience, award-winning HEAT integrates core service and
support components into one complete solution to reduce costs and drive
higher customer satisfaction. Now expand the power of HEAT and support
industry best practices by easily combining HEAT products or integrating
your system with any of the IT Service Management modules
HEAT has many Add-ons to integrate with its
software. Heat Self Service enables customers to log support calls via
your website/intranet, iHEAT allows remote access to all HEAT data for
your off site or roving Technical Staff. Heat knowledge provides a search tool to find
knowledge as and when you need it.
