Agents in the field have the necessary service desk functionality—virtually anytime, virtually 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
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 provid exceptional service to customers wherever they work.
Greater service desk collaboration — HEAT Plus 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.
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.