Colorado Springs, CO -- FrontRange Solutions Inc., a
global leader of integrated business relationship
solutions, today announced that Thomson RIA, the
premier provider of technology and information to
tax professionals in accounting firms and
corporations, has purchased and implemented
FrontRange's HEAT Service & Support and WebCenter
solutions to enable improved call management,
customized reporting, virtualized customer
self-service and strong customer support.
HEAT replaces RIA's previous enterprise-level CRM
solution, which was costly, laborious to maintain,
and was not delivering the high performance that the
company needed. With the uncomplicated, yet more
powerful HEAT, RIA also saved significant money by
reducing administrative staffing from seven
full-time maintenance personnel to one part-time
administrator, a savings of at least $500,000 in
payroll to the annual budget. HEAT software's
easy-to-use customization also enabled RIA to design
the system to fit its workflow without any complex
programming.
"HEAT provided us with a rich and flexible feature
set at a price that made sense. When compared to the
CRM system we had in place, HEAT provided us the
flexibility to customize workflow to our specific
business needs rather than costly re-engineering our
business to meet the needs of the old CRM system,"
said Jim Bennight, Vice President, Customer
Operations, Thomson RIA Compliance.
What most impressed RIA about HEAT was its approach
to its Compliance organization's challenge of
supporting a worldwide client base that includes the
Big 4 accounting firms and 70 percent of Fortune 500
firms. HEAT software's ease of customization enables
a single administrator to make changes to call
screens and processes and HEAT WebCenter allows
customers to log on and check their call tickets
anytime, anywhere, without contacting the call
center - a valuable feature for the company's
worldwide client base and a market differentiator
for RIA. RIA next plans to implement GoldMine® from
FrontRange to handle Compliance contact management
and take advantage of FrontRange's forte as a total
CRM provider.
FrontRange Solutions Partner Enterprise Computer
Solutions (ECS), a leading provider of
"best-of-breed" helpdesk, call center, support
center and CRM solutions, worked closely with RIA to
demonstrate that HEAT OTB functionality is quickly
achieved with the easy-to-use toolset for
customizing screens and workflows. This ensured
additional buy-in for RIA's transition to HEAT
because the solution's simplicity allowed support
personnel who use the system to be involved in its
setup - rather than high-level programmers alone.
"HEAT architecture and administration allowed us to
involve the very people who would be using the
solution day to day in the implementation,"
explained Allen Murdock, Director of Customer
Operations, Thomson RIA Compliance. "We're proud to
say we delivered early and we delivered a system
that our customers tell us is better, more robust,
more intuitive and more stable."
"Thomson RIA is a superb example of how FrontRange
works closely with customers and partners to provide
world class service solutions that offer affordable
customer support and exceed expectations," said
Michael McCloskey, FrontRange CEO. "HEAT gives
customers with far-reaching, ever-changing needs the
ability to adapt quickly and effectively to satisfy
a loyal customer base, at a fraction of the cost."
A complete customer story about RIA's HEAT
implementation is available at www.frontrange.com.
About The Thomson Corporation and RIA
The Thomson Corporation (www.thomson.com) with 2002
revenues of $7.8 billion, is a global leader in
providing integrated information solutions to
business and professional customers. Thomson
provides value-added information, software tools and
applications to more than 20 million users in the
fields of law, tax, accounting, financial services,
higher education, reference information, corporate
training and assessment, scientific research and
healthcare. The Corporation's common shares are
listed on the Toronto and New York stock exchanges (TSX:
TOC; NYSE: TOC). As part of Thomson, RIA (www.RIAHome.com)
is the premier provider of technology and
information to tax professionals in accounting firms
and corporations, providing the industry-leading tax
compliance software for even the most complex
requirements and the most comprehensive and
innovative tax research and information products
available.
About FrontRange Solutions, Inc.
FrontRange Solutions Inc. develops software and
solutions that allow organizations to manage a wide
variety of business relationships and provide
exceptional service. Solutions include: industry
leading GoldMine family of software for business
relationship management, team-based contact
management and sales forces automations;
award-winning HEAT software line for world-class,
complete service management including Help Desk,
Knowledge, Asset and Service Level Management; and
GoldMine CustomerIQ, delivering the next generation
of industry-specific solutions. Market-leading
customer companies include Shell Oil, Coca-Cola,
Chevron, Prudential Securities, Electricite de
France, Mack Trucks, and Turner News Network. The
company has won numerous software awards, including
Software Magazine's "Hot 500," Call Center Magazine
Product of the Year, Entrepreneur Magazine's Best
Software, Users Choice Awards, and PC Magazine
"Editors' Choice." An international market leader in
customer-centric software for almost 15 years,
FrontRange Solutions is headquartered in Colorado
Springs, Colorado, with offices in Los Angeles,
United Kingdom, Germany, South Africa, Australia,
Singapore, and China. For more information about
FrontRange, call (800) 776-7889 or visit
www.frontrange.com.
05.11.04 
