FrontRange Solutions, the developer of IT service and infrastructure management solutions for mid-sized and distributed enterprises, today announced the availability of the new HEAT Survey module for HEAT Service and Support. HEAT Survey is a Web-based solution designed to enable service organisations to quickly create, host and populate surveys across the enterprise - helping managers track user responses to individual topics or gauge the overall level of customer satisfaction.
Responses from surveys taken using the HEAT module can then be linked to corresponding call records, creating a strong paper trail of issues and helping the IT service team to analyse issues and implement improvements moving forward.
The HEAT Surveys can be initiated on an individual customer support issue using various sampling methodologies or can be performed across the entire customer base on a periodic basis.
Paul Bornhutter, general product manager for Africa, FrontRange Solutions South Africa, commented: “Staying in touch with customers is a difficult task for those charged with delivering optimised IT service levels. The HEAT Survey module offers an easy way to monitor how well the team is perceived and help identify opportunities to make improvements or change processes. This helps lead to happier and more productive end-users - and can even reduce the overall cost of service delivery.”
The HEAT Survey module is included in the latest Service and Support release for the HEAT helpdesk (v 9.0.1) solution and is available to existing supported customers from the FrontRange support site.
Other changes to the core product in HEAT 9.0.1 include enhancements to the user interface and Web services integration.
For more information on HEAT and the HEAT Survey module, visit www.frontrange.com or follow 'FrontRangeSols' on Twitter.
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FrontRange Solutions
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 life cycle 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.
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