FrontRange Solutions Inc., a global market leader in relationship solutions and customer service and support software, and RightAnswers, a leading knowledge service provider, today announced that FrontRange Solutions has integrated RightAnswers' Knowledge-Paks® with its award-winning HEAT® software, providing customer service and support teams with even more information at their fingertips. One of the world's leading resources for IT support knowledge, Knowledge-Paks provides HEAT users with hundreds of thousands of problem resolutions for more than 150 off-the-shelf software applications. Now HEAT users can look up questions about virtually every popular business application directly from the HEAT database - saving time otherwise spent tracking down company phone numbers, software websites and then individual answers.
"HEAT provides us with a robust, feature-rich software to efficiently log and manage thousands of incoming support calls," said customer Jeff Medley, president and CEO of NetFor, Inc., an Indiana-based provider of outsourced help desk and technical support solutions for global franchise and multi-location companies. "The Knowledge-Paks integration extends the value of the HEAT solution to more effectively drive our day-to-day support activities, saving time by providing us with the information we need to more effectively address our customers' exact needs - all from directly within the HEAT solution we already have in place."
HEAT delivers easy-to-use, full-featured customer service and support software, focused on providing a practical solution for global organizations to effectively manage incoming service and support issues from internal and external customers. With Knowledge-Paks, HEAT offers additional resources for its customers to resolve those issues quickly and efficiently.
The integration enables end-users and support technicians to access and directly link to precise, relevant information across the knowledge support chain. Support professionals using HEAT® Service & Support™ can use Knowledge-Paks to guide their customers more accurately and efficiently. With HEAT, employees and customers gain the ability to interact with Knowledge-Paks directly, and find fast answers to problems on their own.
NetFor is one HEAT customer already benefiting from the integration. NetFor provides complete support for its customers' IT environments, which typically feature a unique blend of proprietary software and off-the-shelf solutions. With HEAT, NetFor is able to address support issues for both types of applications, and all hardware-related issues.
"FrontRange Solutions has always been a visionary organization that excels in delivering customer-centric products," said Andrew Rawson, executive vice president of marketing and business development of RightAnswers. "Partnering with FrontRange, and having Knowledge-Paks serve a strategic role in their knowledge strategy, is an important factor in our continued growth. This partnership is all about helping HEAT users solve problems faster, with less effort and improved accuracy."
"Our core principals include delivering the highest-value, integrated relationship solutions to our customers," said Jerry Lumpkin, senior vice president of marketing worldwide at FrontRange Solutions Inc. "The business relationship with RightAnswers helps us fulfill that mission by providing high-quality support knowledge to thousands of HEAT customers around the world."
HEAT is distributed in the Benelux by CyberLan. Located in The Netherlands and Belgium, CyberLan delivers as a Value Added Reseller all products of FrontRange. CyberLan is awarded For the 3rd time in a row CyberLan is awarded by FrontRange as the No. 1 Value Added Reseller in EMEA Market. For more info contact M.de Bruijn (mdb@cyberlan.nl)