Empower your employees and customers to resolve everyday issues quickly and easily

HEAT® Self Service™ is an easy, intuitive and convenient self-help tool. This powerful module allows your employees and customers access to the problem-solving capabilities of your HEAT® system from any computer with a Web browser 24-hours a day, seven days a week. This translates into increased efficiencies right from the start:

• Reduced call volume

• Less pressure on technicians

• Increase staff productivity

• Minimize routine stoppages

• Increased customer satisfaction

More time savings and cost efficiencies:

Now, your HEAT administrator can control many of its features directly from the Web page. Plus, you can customize the look and feel of the user interface and change the data presented on your HEAT Self Service Web pages.

This Web-based design keeps your cost low by eliminating the need to install, maintain and upgrade software on user PCs.

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Benefits

• Streamlined workflow: The workflow for HEAT is already intuitive. Now, users can log on and get started using the Web connection immediately.

• Email ticket confirmation with hyperlink: Emails customers a confirmation that their issue has been logged and provides a hyperlink within the email to link back to the original issue so they can check for accuracy and/or make changes as needed.

• Session tracking while using knowledgebase: You will learn how valuable your knowledgebase software is by tracking how often your customers use it and what they are asking.

• Ability to add own support links & services: If not all of your information is in a knowledgebase; HEAT Self Service allows the user to add other support links and services.

• Lost password retrieval: HEAT Self Service reduces the burden of password problems by automatically providing the customer with a password if it is lost or forgotten. Security remains in tact by emailing the password only to the address provided in the customer’s profile.

These HEAT add-on modules can create even greater value!

• HEAT® Service & Support™ – Award-winning service and support technology for your help desk transforms your organization into a proactive service organization.

• iHEAT™ - Provide your technicians access to HEAT from anywhere – no plug-ins required.

• HEAT® Asset Tracker delivers significant IT savings by managing hardware, software and non-scannable assets throughout their lifecycles.

• HEAT Plus Knowledge — Knowledge management product that can save up to 30% off service and support center budgets by reducing training costs, unnecessary escalations, and call lengths.

• HEAT Plus Call Center - Integrates your support center with computer telephony for increased workflow and improved call handling.