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 A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and/or e-mail. There are also in-house help desks geared toward providing the same kind of help for employees only. Heat

In a world of increasing complexity and competition, the quality of your support has a direct impact on the effi ciency and profi tability of your organization. Today, support managers are challenged to adapt to rapid business changes and higher service expectations. A solid service management strategy that focuses on providing superior customer and employee support will increase productivity and customer satisfaction while reducing costs.

How can better service and support cost less?

Service management achieves this goal by evolving traditional service and support operations into a business activity view across the whole organization. By consolidating and integrating service and support operations at an organizational level, organizations can gain a complete analytical view of their end-to-end performance. With this complete view, they can deliver a higher level of service and customer satisfaction at a lower cost.

This value can’t be achieved through separate point solutions that often don’t work together, don’t provide complete customer and process analysis, and don’t grow with an organization’s needs. These incomplete solutions result in increased staff and costs. Differentiation through service management can only be achieved through one solution that allows support centers to manage Service Level Agreements, knowledge, assets and fi eld support for all employee and customer service departments, including IT, facilities, HR, technical support and customer support.

HEAT® is that complete solution.

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