Colorado Springs, CO -- FrontRange Solutions Inc., a
global leader of integrated business relationship
solutions, today announced the availability of HEAT
Plus Knowledge 8.0 and HEAT Asset Tracker 8.0. Both
products seamlessly integrate with and complement
the recently released version of the award-winning
service management solution HEAT® Service and
Support™ 8.0 and allow for organizations to deploy
capability as needed.
A key component to HEAT Service and Support, HEAT
Plus Knowledge 8.0 is a powerful knowledge
management product that provides immediate
productivity gains to small- to mid-sized
enterprises (SME) and distributed enterprises and
can reduce operating costs by up to 40 percent. HEAT
Plus Knowledge 8.0 enables service and support
centers to leverage existing information from
diverse business units across an organization,
providing quick resolution to customer issues and
inquiries and increasing customer service levels.
HEAT Asset Tracker 8.0 is an easy-to-use,
comprehensive asset management solution that reduces
the complexity of asset management and helps
organizations manage company assets with precision.
Industry reports suggest than an optimized asset
management program can save a company's IT
department up to 30 percent on its overall budget
and reduce hardware-related call times by as much as
50 percent. In addition to capturing reliable and
accurate hardware and software data, HEAT Asset
Tracker also minimizes occurrences of over-licensing
and noncompliance by monitoring inventory and
tracking software licenses, issues which are
critical in today's governance environment.
"HEAT Asset Tracker enables our technicians and
managers easy access to information on our
de-centralized computer inventory," said Frank Van
Deusen, Asset Management Director at Home
Properties, Inc., a real estate investment trust (REIT).
"Its seamless integration with HEAT Service and
Support means that all the information is captured,
updated, and stored for later reference. With HEAT
Asset Tracker we were able to take a very manual,
labor intensive process of tracking computer
inventory and upgrade to a streamlined, scheduled
inventory scanning process."
HEAT Plus Knowledge has a new and more intuitive
interface that allows service and support center
technicians to extract information and navigate
content faster and more efficiently, thereby
reducing call times and improving response
consistency. Additionally, HEAT Plus Knowledge
features improved relevancy rankings, allowing
service and support centers to weight and rank
documents with more accurate relevancy.
"Knowledge management and asset management are
essential components to FrontRange's complete
service management solution, further enabling
organizations to consolidate the management of
support, service, knowledge and assets," said Kevin
J. Smith, vice president of products for FrontRange
Solutions. "For organizations to thrive, they need
one solution that provides a complete service level
view of their business and helps them increase their
level of support and customer satisfaction while
reducing costs. HEAT Plus Knowledge and HEAT Asset
Tracker further establish our leadership position in
the service management marketplace."
With the knowledge and asset management components,
HEAT provides a complete service management solution
to customers with an evolution towards a business
activity view of service and support. HEAT helps
support centers respond to today's most challenging
issues, including out of control support costs,
reduced support levels and unsatisfied customers, by
providing one complete service management solution
that is quick to implement and easy to maintain.
Additional new features in HEAT Plus Knowledge
include:
• Improved, easy-to-use workflow authoring process
that provides the ability to publish articles to any
content collection, move or copy articles from one
content collection to another and create a default
approval process that can be changed based on an
organization's business needs.
• New reports including document approval summary,
document details report and a customer feedback
survey.
• Administration enhancements that make it easier
for the administrator or manager to set up and
deliver HEAT Plus Knowledge across an organization,
including a new, roles-based security model that
allows agents to refine searches and control the
content.
Additional new features in HEAT Asset Tracker
include support for Macintosh OS X, ability to
define and customize fields in the data table and
the ability to auto-fill field data.
Since 1989, FrontRange Solutions has been a trusted
call center partner of more than 7,300 companies,
servicing over 125,000 users, many of whom provided
input to these new releases. With more than 90
percent of enhancements and new features driven by
customers and end users, FrontRange continues to
engage partner and customer feedback to deliver
high-quality products and services.
About FrontRange Solutions
FrontRange Solutions USA 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
automation; 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 have relied on FrontRange Solutions
technology. Customer companies include Coca-Cola,
Shell Oil, Prudential Securities, Électricité 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,
Italy, South Africa, Australia, Singapore and China.
For more information, call (800) 776-7889 or visit
www.frontrange.com.
05.11.04 
