MILPITAS, Calif.--(EON: Enhanced Online News)--FrontRange, the Hybrid IT software company, today announced its HEAT Cloud Service Management solution has been selected by VIX Technology (VIX) to replace disparate legacy systems. FrontRange HEAT Service Management in the cloud provides VIX with an easy-to-use application that serves as a consolidated and centralized service management platform globally across its enterprise in Australia, United Kingdom, United States, Sweden and France.
“As a global organization, we knew we needed a cloud-based service management solution that is customizable for each region”
VIX’s decision to implement a consolidated service management system has been driven by the company’s need for a unified global customer support solution that provides improved workflow processes to deliver more efficient technical support to its customers. VIX is also implementing ITIL best practices to better serve their customers around the world, and by using HEAT Service Management they can learn more about their business with global tracking and reporting that is accessible and understandable. With HEAT they are improving the way they manage customer incidents and problems primarily for software, but also for tracking over 40K field hardware devices around the world.
FrontRange provides, from a single platform, Service Management and Client Management software solutions with "fit-for-purpose" cloud and on-premise deployment models, which integrates IT best practices with voice and workflow automation. This enables service desks in organizations to easily request a service or change, automatically approve and authorize requests and plan for appropriate remediation measures. In addition, HEAT is designed to automatically deploy change requests for users, monitor the successful completion, compliance and service level agreements associated with the change and control an organization’s service portfolio to ensure enhanced service quality and customer satisfaction.
“As a global organization, we knew we needed a cloud-based service management solution that is customizable for each region,” said Frank Havelka, general manager of service operations & maintenance at VIX. “With HEAT Service Management, we are given the transparency to escalate tickets to the support team best suited to manage the request. For example our Stockholm Sweden location is a level 1 and 2 support team, so when they receive a level 4 or 5 incident they can easily route it to the teams in France or Australia who are better suited to solve the problem. We have complete transparency for where and who the tickets should be routed to and a single solution to route and track its progress. This has enabled us to improve our service delivery in terms of revenue and profitability.”
“VIX’s selection of FrontRange is a significant customer win,” said Kevin J Smith, VP & GM of the Cloud Business Unit with FrontRange. “As an organization implementing ITIL best practices, VIX has a significant need for highly efficient service management workflow processes. Their need to standardize globally on a single service management solution confirms that our HEAT solution is best suited to meet their complex service management requirements.”
FrontRange is a leading provider of Hybrid IT software solutions for organizations of all sizes. With our suite of HEAT applications, FrontRange is the only company in the world that provides, from a single platform, Service Management and Client Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of devices every day for more than 15,000 leading organizations around the world. Our customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. FrontRange is headquartered in Milpitas, Calif. and can be found at http://www.frontrange.com.
About VIX Technology
Vix Technology is a global provider of integrated transit and mobility solutions making it easier for people to use and pay for public transport. Our products and services encompass a wide range of transport and transit solutions including Automated Fare Collection (AFC), Intelligent Transport System (ITS), Real-Time Passenger Information (RTPI) and Central Clearing House (CCH) services. We design, deliver and operate mobility solutions for transit operators around the world, serving over 140 million users in 25 countries.