HEAT® Pre-Optimization Audit

Interested in implementing best practices in your organization using the HEAT system?

Alliance Technology offers this Optimization / Audit Discovery to assist customers in this process.

This service package is ideal for customers who have limited internal resources and require outside resources to analyze their business needs. A HEAT Certified Engineer and Instructor conducts an on-site audit. 

Optimization/Audit Overview

DISCOVER

• Discover Meeting
  Discuss how heat has been deployed, any trouble spots and processes.
• Call Trending & Process Analysis Session
  Certified Consultant runs reports against the database on the most common calls received,  review current call flows, prioritization process, escalation process and resolution processes and provides a best practices approach for the problem areas
• Reviewing the Life Cycle of a Call Ticket
  Work with individual help desk administrators to review the current life cycles of calls, the consultant will also spend time with one or two of the people who generate the most calls within an organization, to identify knowledge gap areas, communication needs and basic level of customer satisfaction generated by the help desk.
• Reviewing Infrastructure Management
  Consultant meets with Network managers and discusses perceived problems they may be incurring. Also, discussions on issues related to overall database performance and system responses can be analyzed during peak times of the day.
• Reviewing Reporting Requirements
  Consultant meets with the appropriate managers to ensure they are getting the correct information out of the database using the Crystal Reports tool and discuss and perceived problems in reporting area that they may be incurring.
• Transition Meeting
  Consultant will have an ending session to discuss the findings and present them back to the HEAT Administrator that outlines system enhancements, recommendations based on business needs. The specific steps to customize the HEAT system will be outlined and suggestions on how best to complete the effort will be identified.

RECOMMENDATIONS

• Documentation
  HEAT Certified Consultant will create and provide a design documentation on the best practices that outlines system enhancement recommendation, implementation design changes, and provide recommendations on improvements to the HEAT system based on business needs and requirements  The design document outlines steps to customize your HEAT system suggests how best to complete the effort.