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HEAT Service & Support
Support Centre Management
Increase your level of
support with HEAT
HEAT® Service & Support™ provides the core Support Centre tools you need
to increase overall operational effectiveness and improve customer
satisfaction.
Incident Management – maintain customer or employee profiles, create
incidents, provide work queues to organize, prioritize, manage and route
work, allowing for escalations and business rules.
Change Management – ensure standardized methods and techniques for
efficient and prompt handling of all changes to prevent change-related
incidents. HEAT supports ITIL-standard Change Management best practices
on the change request lifecycle including: Acceptance, Classification,
Authorization and Planning, Coordination, and Evaluation.
Problem Management – proactively solve problems and known errors before
incidents occur in the first place. HEAT supports ITIL-standard best
practices for Problem Management including: incident control, problem
control, error control, and proactive problem management.
Interaction Management - lower costs and speed your time-to-service by
proactively managing your customer interactions. HEAT Plus Contact Center is an affordable, out-of-the-box interaction management solution
that can be easily implemented within your existing infrastructure.
- Telephony integration with HEAT® to maximize work force efficiencies
- Advanced skills-based routing engine
- Session Initiated Protocol-based voice over IP (VoIP) based technology
- Off-the-shelf components-routers, infrastructure and PCs
Self Service – eliminate the bottleneck of daily, mundane technical
issues and control costs by allowing customers and employees to
effectively help themselves.
Research indicates it costs nine times more to service a call by phone
than it does through Self Service. HEAT® Self Service™ is a convenient
web-based, self-help tool that tightly integrates with HEAT Service &
Support and HEAT® Plus Knowledge to allow customers 24/7 access to the
problem-solving capabilities of HEAT from any Web browser. Customers can
search the knowledge base, submit a new service issue or check the
status of an issue without adding to your incoming call volume. An
effective self service solution will:
- Reduce call volume
- Minimize pressure on technicians
- Increase staff productivity
- Minimize routine stoppages
- Increase customer satisfaction
Remote Support – research estimates indicate that remote control
capabilities reduce the average escalated call by 30-40%. HEAT® Plus
Remote Support Suite provides SSL-encrypted sessions to protect remote
support activities, and includes a remote incident resolution suite with
remote control, real-time system information, chat, file transfer, and
remote execute and reboot. An effective remote support solution will:
- Increase first-call resolution
- Shorten call times
- Instantly support customers on your network without deploying or
maintaining client software
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