Support Center Management
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Increase your level of support with HEAT
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| HEAT® Service & Support™ provides the core Support Center tools you
need to increase overall operational effectiveness and improve customer
satisfaction. |
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| 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.
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| 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. |
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| 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. |
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| Self Service – eliminate the bottleneck of daily, mundane technical
issues and control costs by allowing customers and employees to effectively
help themselves. |
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| 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. |
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| An effective self service solution will: |
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Reduce call volume
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Minimize pressure on technicians
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Increase staff productivity
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Minimize routine stoppages
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Increase customer satisfaction
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| 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. |
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| An effective remote support solution will: |
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Increase first-call resolution
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Shorten call times
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Instantly support customers on your network without deploying or maintaining
client software
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| Read More: |
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| For more information on these products please contact us at 1-203-929-1648 or
E-mail us at sales@sagasolutions.com. |
