Colorado Springs, CO -- FrontRange Solutions Inc., a
global leader of integrated business relationship
solutions, is aggressively improving its position in
the service management market with the upcoming
release of HEAT® Service & Support™ 8.0. The new
solution, available later this year, will include
numerous client and partner requested improvements,
along with an updated user interface and will
deliver new and improved complementary products that
expand FrontRange's service management offerings.
The move extends the award-winning FrontRange
product line-long regarded as an industry-leading
service desk application for internal and external
support centers--to a powerful and improved service
management solution providing a complete view and
analysis of employee and customer interactions. HEAT
Service & Support 8.0 builds upon the company's HEAT
family of proven solutions and adds more robust
integration with HEAT Plus Knowledge and HEAT Asset
Tracker, further extending the solution for the
Service Management market. Implementing a complete
Service Management solution can ensure higher
support levels and technician productivity, more
satisfied customers and a tangible ROI. External
support centers can become a means of
revenue-generation instead of a cost center.
"Effective service management is a key
differentiator for companies today and the ability
to provide personalized customer support and
optimized service delivery through a consolidated
service desk is critical to the success of their
business," said Kevin J. Smith, vice president of
products for FrontRange Solutions Inc. "FrontRange's
mission is to create a new model for relationship
management by offering small- to mid-sized
enterprises a comprehensive ecosystem of solutions
for a variety of disparate business relationships."
To focus on service management solutions that help
customers reduce costs, improve service quality, and
maximize operational effectiveness, FrontRange is
leveraging best practices from thousands of
customers and partners, as well as from industry
standards. Since 1989, FrontRange has been a trusted
call center partner of more than 7,500 companies,
including small and Fortune 500 companies and
distributed enterprises, including Auburn
University, Aurora Healthcare, Bechtel, Domino's
Pizza, Greyhound Lines Inc., The Seattle Times, and
Thomson RIA Compliance.
Thomson RIA Compliance is a FrontRange customer that
was seeking to improve its service center by
reducing costs and increasing operational
effectiveness. The company, whose large worldwide
client base includes the Big 4 accounting firms and
70 percent of Fortune 500, selected HEAT to replace
its previous cumbersome and expensive
enterprise-level CRM system that had added at least
$500,000 in payroll to the annual budget. "HEAT
provided us with a rich and flexible feature set at
a price that made sense," explained Jim Bennight,
Vice President, Customer Operations for Thomson RIA
Compliance. "When compared to the CRM system we had
in place, it 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 CRM system."
According to Gartner, there is significant growth
projected for the IT Service Desk (6.4 percent), IT
Asset Management (10.7 percent) and Configuration
Management (6.7 percent) sectors. HEAT 8.0 and the
subsequent release of its additional modules will
address all three markets, including the growing
asset management market. The evolution of the HEAT
product line and the integration of HEAT 8.0, with
HEAT Plus Knowledge and HEAT Asset Tracker
strengthen FrontRange's comprehensive competitive
position as a complete service management solutions
provider.
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. Award winning solutions
designed specifically for small- to mid-sized
enterprises and distributed enterprise organizations
include: industry leading GoldMine family of
software for business relationship management,
team-based contact management and sales forces
automations and; HEAT software line for complete
service management including Help Desk, Knowledge,
Asset and Service Level Management. Over 1.2 million
users worldwide in a variety of market-leading
companies rely on FrontRange Solutions technology.
Customer companies include Coca-Cola, Shell Oil,
HBO, Orlando Magic, 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's 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 nearly 15 years, FrontRange Solutions
is headquartered in Colorado Springs, Colorado, with
offices in California, United Kingdom, Germany,
South Africa, Australia, Singapore, and China. For
more information, call (800) 776-7889 or visit
www.frontrange.com.
05.11.04 
