Colorado Springs, CO -- FrontRange Solutions USA
Inc., a global leader in the Small-to-Mid-Enterprise
(SME) and distributed enterprise markets, today
announced that Fidelity Federal Bank & Trust (www.fidelityfederal.com),
the largest bank headquartered in Palm Beach County
and Florida's sixth largest bank, with over $3.3
billion in assets, has deployed HEAT online training
to increase accountability for its HEAT Service &
Support users and maintain high levels of customer
satisfaction.
"HEAT helps us deliver the high quality performance
and increased overall efficiency that, in the end,
communicates to our Associates and our customers
that they come first," said Anita Mixon, Senior Vice
President of IT for Fidelity Federal Bank & Trust.
"Our HEAT solution and training tools have paid for
themselves in a well trained, knowledgeable staff.
The IT team's ability to report, manage and quickly
resolve internal service requests helps all Fidelity
Associates to provide quality service which keeps
our customers happy. Customer service is our
competitive edge."
Fidelity Federal Bank & Trust applies HEAT to its
internal only IT infrastructure, where approximately
15 Help Desk professionals serve more than 800
Fidelity Associates across 42 branches throughout
Southeastern Florida. Fidelity also uses HEAT Asset
Tracker, WebAccess (iHeat) and HEAT Self Service to
provide technicians easy access to accurate
information to serve customers and cites HEAT
features such as the ticket generator and call
tracking as critical to their IT Help Desk
operations.
Additionally, to ensure that new as well as
experienced Help Desk professionals will have the
knowledge, skill and competencies needed for maximum
productivity and service level, Fidelity Federal
employed HEAT online courseware and Management
Tracking provided by FrontRange University to fill
knowledge gaps without requiring much effort from
Fidelity.
"Providing Fidelity with world class Service
Management available is gratifying," said Michael
McCloskey, CEO for FrontRange Solutions. "FrontRange
is gaining momentum among marketleader companies
with a demonstrated and recognized expertise because
they demand solutions that unfailingly support the
way their teams work and also help generate
revenue."
About FrontRange Solutions, Inc.
FrontRange Solutions USA Inc. develops award-winning
software and solutions that have been used by more
than 130,000 companies and 1.2 million users
worldwide to manage a wide variety of business
relationships and provide exceptional service.
FrontRange product families include GoldMine®, for
business relationship management, team-based contact
management and sales forces automation solutions;
and HEAT®, for complete service management including
Help Desk, Knowledge Management, Asset Management
and Service Level Management. FrontRange products
are designed specifically for small- to mid-sized
enterprises and distributed enterprise
organizations. Customers represent 44% of the
Fortune 100 and 76% of the FTSE 100, and are from
diverse industries represented by Coca-Cola, Shell
Oil, Prudential Securities, Électricité de France,
Mack Trucks, and Turner News Network. For more
information, call (800) 776-7889 or visit
www.frontrange.com.
05.11.04 
