FrontRange Solutions, the developer of IT Service and Infrastructure Management solutions for mid-sized and distributed enterprises, today announced the availability of the new HEAT Survey module for HEAT Service and Support.
HEAT Survey is a web-based solution designed to enable service organisations to quickly create, host and populate surveys across the enterprise – helping managers track user responses to individual topics or gauge the overall level of customer satisfaction.
Responses from surveys taken using the HEAT module can then be linked to corresponding call records, creating a strong paper trail of issues and helping the IT service team to analyse issues and implement improvements moving forward.
“Staying in touch with customers is a difficult task for those charged with delivering optimised IT service levels. The HEAT Survey module offers an easy way to monitor how well the team is perceived and help identify opportunities to make improvements or change processes. This helps lead to happier and more productive end users – and can even reduce the overall cost of service delivery.” says Paul Bornhűtter, general product manager for Africa, FrontRange Solutions South Africa.
The HEAT Survey module is included in the latest Service and Support release for the HEAT helpdesk (v 9.0.1) solution and is available to existing supported customers from the FrontRange support site.
Other changes to the core product in HEAT 9.0.1 include enhancements to the User Interface and Web Services Integration.