Call Center Services Featured Article
Center Partners Selects FrontRange's HEAT Service Management Solution
FrontRange, the Hybrid IT software company, recently announced that Center Partners has selected the cloud-based version of its HEAT Service Management solution. With the solution, Center Partners will be able to leverage a fully multi-tenant, easy-to-use SaaS (News - Alert) application that serves as a consolidated and centralized service management platform.
FrontRange claims that HEAT Service Management is built on IT best practices that help customers meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance. Customers can easily request a service or change, plan for appropriate remediation measures, automatically approve and authorize the request, implement the change to their users, audit the successful completion and service level agreements associated with the change, and control their services portfolio on an ongoing basis to ensure enhanced service quality and customer satisfaction.
Recently, UNC Health Care System also selected the HEAT Service Management solution. UNC is deploying the HEAT platform to consolidate its service desk functions throughout the organization and provide EMR change management capabilities in support of its rollout of Epic Electronic Medical Record application. FrontRange said that UNC selected its HEAT Cloud platform due to its integrated service desk and voice automation capabilities as well as its change management best practices.
“After seeing other ITSM solutions in action, we were impressed with HEAT’s ease of use for the everyday user, both inside and outside our organization,” said Scott Prater, Vice President of IT at Center Partners.
“We were also influenced by the availability of templates to streamline our business processes. Additionally, we like to manage our applications in-house, so it was instrumental to have the ability to configure HEAT to fit our needs how and when we need it. As an award-winning call center, uptime is very important to us. If we ever have a network outage we need to continue to provide exceptional service and support for our clients. Having HEAT deployed in the cloud ensures that we can continue to do business.”
Edited by Stefania Viscusi