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HEAT® Plus Mobile

Bring the Service Desk into the Field

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— anytime, 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 transforms the IT service delivery model in dramatic ways:

• 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 operation and encryption

Mobile Service Makes Sense

Empowered 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.

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. With full information access, and everything needed to complete a service request in the field translates into higher agent productivity.