HEAT Asset Tracker 8.0 is an easy-to-use, comprehensive asset management solution that reduces the complexity of asset management and helps organisations manage company assets with precision.

Industry reports suggest that an optimised 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 minimises occurrences of over-licensing and noncompliance by monitoring inventory and tracking software licenses, issues which are critical in today's governance environment.

A key component to HEAT Service and Support, HEAT Plus Knowledge 8.0 is a powerful knowledge management product that can provide immediate productivity gains to mid-market and distributed enterprises - and can reduce operating costs by up to 40 percent. 

Support for supporters

HEAT Plus Knowledge 8.0 enables service and support centres to leverage existing information from diverse business units across an organisation, providing quick resolution to customer issues and enquiries and increasing customer service levels.

HEAT Plus Knowledge has a new and more intuitive interface that allows service and support centre 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 centres 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 organisations to consolidate the management of support, service, knowledge and assets," says Archie Wilson, vice president for FrontRange Solutions Asia Pacific. "For organisations 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."

Wilson says 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 centres 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 organisation'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 organisation, 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 customise fields in the data table and the ability to auto-fill field data.

As the call centre partner of over  7,300 companies, FrontRange Solutions has been able to ask its existing customers for suggestions on functionality. Many have provided input to these new releases and more than 90 percent of the enhancements and new features have been driven by customers and end users.

Pricing and Availability

HEAT Plus Knowledge 8.0 and HEAT Asset Tracker 8.0 are available now and can be purchased through a network of FrontRange Solutions Partners.  SRP pricing starts at NZ$2,154 (ex GST) for HEAT Plus Knowledge and NZ$31 per asset (ex GST) for HEAT Asset Tracker.

February 2004