HEAT SELF SERVICE

Significantly Reduce Call Volumes Increase service desk productivity by reducing the flood of routine technical issues to your support center. With HEAT Self Service, customers can search the knowledge base, submit a new service issue or check the status of an issue - without adding to your incoming call volume.

Benefits

• Reduce call volume
• Minimise pressure on technicians
• Increase staff productivity
• Provide realised call center savings
• Boost customer satisfaction

Features

• Lost password retrieval - Enable customers to quickly and easily reset lost passwords.
• Session tracking - Learn how your customers use your knowledge base and with what frequency.
• Reliable, up-to-date information - Give your support technicians a head start on resolving issues. HEAT Self Service logs and tracks your customer's search criteria and articles accessed.
• Personalised customer service - Integrate information from HEAT Self Service with HEAT to get a complete view of customers' or employees' interaction with the support center.
• E-mail confirmation - Automatically notify customers that their issue has been logged on the Self Service Web site and provide a hyperlink to their issue for tracking.
• Service level classification - With request prioritisation based on their service level agreement, customers can use a Web connection to log on and start immediately.
• Customised look and feel - Tailor the user interface and the content on your HEAT Self Service Web pages to the needs of your customers and employees.

Specfications

• Environment
  Microsoft Internet Explorer 5.52 SP2 or higher
  Netscape Navigator 6.0 or higher
  Microsoft Internet Information Services (IIS) server 4.0, 5.0 or 6.0
  100 MB network connection (recommended)
  Intel Pentium  III, 700 MHz, 128 MB RAM (minimums)
• Operating System
  Microsoft Windows NT 4.0 Server SP6a
  Microsoft Windows  2000 Server SP3 or higher
  Microsoft Windows ServerTM 2003