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FrontRange Solutions launches HEAT Plus Mobile to reduce help desk costs and improve service management productivity

  • 02 December, 2008 15:15

<p>FrontRange SolutionsTM, a leading developer of business software solutions, today announced the launch of HEAT® Plus Mobile, a new addition to its award-winning Service Desk solution that enables field-based technicians to access and update critical service management information through a BlackBerry® smartphone.</p>
<p>With increasing numbers of service management technicians having to cover multiple sites, HEAT Plus Mobile enables operatives to be more productive, optimising the time spent on-site, between locations and ensuring that the service organisation is always running at peak performance.</p>
<p>Using HEAT Plus Mobile, not only can technicians be alerted to new problem tickets, they can also update and close calls as soon as the work is done, no matter where they are. They can even open new tickets while on-site. This offers a significant time and cost saving over having to wait for engineers to update tickets from their desk.</p>
<p>Jason Holmberg, the Senior HEAT Product Manager at FrontRange Solutions said, “HEAT Plus Mobile turns a BlackBerry smartphone into a powerful go-anywhere Service Desk client, ensuring that technicians never miss an assignment and make optimal use of their time. With 24x7 access to mission critical data, this dramatically improves the productivity of the whole service organisation.”</p>
<p>Key features available in HEAT Plus Mobile include:</p>
<p>Real-Time Wireless Sync – Configurable Real-Time sync capabilities remove the dependency on wireless connectivity to access data.</p>
<p>Log Incidents and track assignments – When onsite, technicians tend to be asked by customers for assistance on other items. Now, technicians can log and close those requests, ensuring the Service Desk is tracking all work completed.</p>
<p>View and edit information – Everything a technician needs to complete a service request, including Call Type driven details, incident history, and access to previous assignments.</p>
<p>Configurability – Easy configuration options allow for settings of records, and even fields available on the mobile device.</p>
<p>Full Form Rule Support – HEAT Plus Mobile supports all the autofills, validations, and validation constraints that can be designed in HEAT Service &amp; Support.</p>
<p>HEAT Plus Mobile is available with immediate effect. For more information, please visit www.frontrange.com.</p>
<p>About FrontRange Solutions</p>
<p>FrontRange Solutions develops software and services that growing mid-size firms and distributed enterprises rely on every day to build great customer relationships and deliver high-quality customer service. The company applies a unique combination of innovation and automation with a standards-based approach to simplify core business processes, including: IT service management; customer relationship and sales force management; and PC lifecycle management. More than 150,000 of the world’s best-known brands use FrontRange offerings to quickly improve their interactions with external and internal clients and achieve better business results. For more information, call 800.776.7889 or visit www.frontrange.com</p>
<p>ITSM and other FrontRange Solutions products, brands and trademarks are property of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries. Other products, brands and trademarks are property of their respective owners/companies.</p>
<p>The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties and trademarks of Research In Motion Limited.</p>

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