What's Inside HEAT® Plus Mobile

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 forBlackBerry 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—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

HEAT® Plus Mobile Features

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 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.

HEAT® Plus Mobile Demos

Click to View a Demo.

System Requirements: HEAT® Plus Mobile

Server Install

• Microsoft Windows NT® 4.0 SP6a, or Windows 2000 SP3, or Windows XP Professional
• Disk Space: 10 MB of free disk space
• Memory: At least OS-required minimum RAM
• Network connections: At least 56k TCP/IP network connection (better performance using DSL, cable, or a satellite connection)

Console

• Windows 95 OSR2, Windows 98SE/ME, Windows NT 4.0 SP6a, Windows 2000 SP3, or Windows XP Professional
• Disk Space: 5 MB of free space
• Memory: At least OS-required minimum RAM
• Network connection: At least a 56k TCP/IP network connection
• Browser: Microsoft Internet Explorer® 5.0 (version 5.5 or later recommended)

Client

• Windows 95 OSR2, Windows 98SE/ME, Windows NT 4.0 SP6a, Windows 2000 SP3, or Windows XP Professional
• Disk Space: 500 KB of free space
• Memory: At least OS-required minimum RAM
• Network connection: At least a 56k TCP/IP network connection
• Browser: Microsoft Internet Explorer 4.0 to download the CAB (version 5.5 recommended)

Resident Client

• Microsoft Windows NT 4.0 SP6a, or Windows 2000 SP3, or Windows XP Professional
• Disk Space: 500 KB of free disk space
• Memory: At least OS-required minimum RAM
• Network connections: At least a 56k TCP/IP network connection

Broker Admin Website (Secure Configuration Only)

• Web Server: Microsoft IIS 5.0 or greater
• Browser: Microsoft Internet Explorer 5.5 or later, Netscape® Navigator® 6.02 or later, Mozilla 1.0 or later