Customer Relationship Management (CRM)

UKZN currently uses HEAT as its Customer Relationship Management tool.

Built on more than a decade of customer service management experience, award winning HEAT is the market leading help desk solution. Heat is an easy to use solution that enables ICS to log and track all of our service and support issues and resolve them quickly and efficiently. Heat comprises of the following key features :

CALL LOGGING  enables ICS to speedily resolve current issues and proactively identify possible future issues as it allows us to capture information accurately and store it so that we can analyze it later. The information is categorized using predefined categories and distributed out to the appropriate support consultant.

BPAM (Business Process Automation Module) monitors the Call Logging database and based on ICS`s business processes automates various tasks automatically to ensure efficient work flow and customer communication. For e.g. Emails users the details of the Log they made out and who will be attending to it. Escalates Logs to the next level once certain criteria are met, to maintain service levels.
ATG( Auto Ticket Generator) Provides user with the functionality to update or create a log using a variety of sources such as Email or the Web ( Still being tested soon to be released)
HEAT MANAGERS CONSOLE Monitors key metrics and graphically illustrates the Expert

Desk status in real time mode so that the manager can easily make informed decisions on workloads.

IHEAT  Allows Support consultants access to Call logging from any web browser, on any campus to check for new issues assigned to them for them to edit or close existing records. Without having to constantly come back to the office.
REPORTS provides ICS with custom analytical reports that will show current problem areas, decline in service levels and highlight possible future problems allowing ICT to take proactive measures.



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