With HEAT Plus Mobile, the service team can come to the
customer. Technicians can be in the field, in the
middle of
a service call, yet still receive new service
tickets and
up-to-the-second alerts, just as though they were
sitting at
their desks. The HEAT Plus Mobile
interface for BlackBerry
provides access to the HEAT
console, tracking tools, customer
data, assignments,
data-logging functionality and more.
Agents in the field have the necessary service desk
functionality -- virtually anytime and anywhere.
Now the service desk can travel to remote buildings and
end users on their job sites, better supporting today's
distributed enterprise.
HEAT Plus Mobile can transform the IT service delivery
model in dramatic ways. It can:
Lower service costs by eliminating travel time
between calls
Improve response rates with real-time tracking
and wireless sync
Organize the BlackBerry interface with a range
of user-configured displays and fields
Eliminate the repetition of research queries
Achieve full security with secure wireless
operations and encryption
Mobile Service Makes Sense
Empower Technicians: Bring real-time
information and help desk access to remote corners
of the enterprise, so service technicians can
respond to new tickets and update existing service
requests as they respond to them - without having to
return to their desks.
Better Service: Real-time data
access, regardless of network availability, means
that technicians can provide exceptional service to
customers wherever they work.
Greater Service Desk Collaboration:
HEAT Pus Mobile is integrated with BlackBerry email,
so colleagues back in the office can view customer
communications and stay apprised of progress.
With greater transparency, teamwork is improved.
Increased Customer Satisfaction: As
soon as a service request comes in, it's in the
hands of a field technician. If the technician
is already on-site for another call, additional
requests for service can be handled - and logged -
at the same time.
End-to-end Security: Requests and
customer data are encrypted when they enter the HEAT
Plus Mobile system - and before transmission to a
BlackBerry smartphone client. Additional lease
key security goes a step further, safeguarding
corporate data if a handheld device is lost or
stolen.
HEAT Plus Mobile Pays for Itself Quickly
Research shows that most environments see a 20% jump in
call-handling capability almost immediately. Full
information access, and everything needed to complete a
service request in the field translates into higher
agent productivity.
