Easy-to-use, on-demand remote technology
HEAT Plus Remote Support Suite was designed for IT support environments who identify with the following:

• Aim to deliver increased first-call resolution and shorter average call times
• Employ second and third level technicians who must frequently travel to the users’ location to resolve issues
• Seek exact configuration of the user’s PC to help resolve the support questions and solve problems more quickly

Recent research estimates indicate that remote control capabilities reduce the average escalated call by between 30 and 40%. This powerful add-on module for HEAT® Service & Support™ allows you to support your customer more quickly and easily and enables an IT support environment that is more efficient.

Key Features:

• Controls support costs – A powerful tool that is available through a license rather than a subscription
• Secure – SSL-encrypted sessions protect remote support activities
• Simple to use – Provides exclusive, on-demand technology that eliminates installation and maintenance of client software
• Provides a remote incident resolution suite – Including remote control, real-time system information, chat, file transfer, remote execute and reboot

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These HEAT add-on modules can create even greater value!

• HEAT® Service & Support™ – Award-winning service and support technology for your help desk transforms your organization into a proactive service organization.
• iHEAT™ - Provide your technicians access to HEAT from anywhere – no plug-ins required.
• HEAT® Self Service™ - Reduce help desk calls up to 15% by providing automatic 24/7 support via software.
• HEAT® Asset Tracker - Deliver significant IT savings by managing hardware, software and non-scannable assets throughout their lifecycles.
• HEAT® Plus Knowledge — A knowledge management solution that can save up to 30% off service and support center budgets by reducing training costs, unnecessary escalations, and call lengths.
• IP Call Center - Integrates your support center with computer telephony for increased workflow and improved call handling.