FrontRange™ HEAT® Cures Aurora Health Care Help Desk Growing Pains (email this article)

DUBLIN, CA (October 20, 2006) When Milwaukee-based Aurora Health Care – a nationally recognized leader in efforts to improve the quality of health care – faced the challenges of mounting Help Desk calls due to rapid growth, the company turned to FrontRange Solutions® HEAT® (Company Profile, Past Stories, Case Studies) Service & Support™ to handle large call volumes and customize processes for maximum productivity. Since implementation, call-abandonment rates have decreased by nearly 25 percent and productivity enhancements save Help Desk technicians 58 hours a month. As a result, technicians at 13 hospitals, more than 100 clinics and 120 community pharmacies focus more attention on high-priority issues and ensure timely call resolution.

Aurora’s Help Desk Information Services department provides tech support on all information technology systems for the organization’s 25,000 employees working in more than 90 communities throughout eastern Wisconsin. As the employee base continues to grow, the company’s IT infrastructure and the number of sites supported also are growing at a proportionate rate. Nevertheless, Aurora’s Help Desk remains committed to improving the quality and responsiveness of its service to more than 233 sites.

Aurora chose HEAT as a Help Desk tool with the power and flexibility to accommodate the organization’s changing needs and widely distributed nature. HEAT software’s built-in functionality grows with organizations to help improve customer service.

“We’re very hands-on with the system,” said Carol Rosmait, Supervisor of Help Desk Information Services at Aurora. “I would highly recommend HEAT for its customization and speed. It has adapted very well to our health care organization…and we’re still challenging it.”

HEAT provides many advantages for Aurora including:
· Employees can look up answers to IT issues or log tickets online anytime instead of calling, saving the help desk 58 hours a month.
· Employees and customers have access to online tech support and the ability to open tickets from any computer with a Web browser 24-hours a day, seven days a week.
· The Business Process Automation Module (BPAM) enables faster customer response by automatically notifying business analysts or technicians about new and existing assigned tickets. The Help Desk Supervisor is notified when open tickets have passed a pre-set time limit.
· BPAM’s integration with Lotus Notes allows the Help Desk to notify clients when tickets are processed and assigned to a business analyst, technician or team. This automation saves time communicating an outcome to the client.
· Customization has allowed Aurora to create more than 659 different call types, 480 locations and 98 detail screens specific to the organization. After selecting a call type, tickets are automatically assigned to the appropriate business analyst or technician.
· Calls are processed more quickly. Increased efficiency allows staff to now manage multiple calls at once.

Rosmait credits much of her help desk team’s success to the speed and capabilities of FrontRange’s solution: “With HEAT, we’re faster. We’re capable of taking more tickets and processing them faster while still providing the client the best possible service we can.”

About Aurora Health Care
Aurora Health Care is a not-for-profit health care provider and a nationally recognized leader in efforts to improve the quality of health care. Aurora offers services at sites in more than 90 communities throughout eastern Wisconsin. More than 3,400 physicians are affiliated with Aurora Health Care, including more than 680 who make up Aurora Medical Group.

About FrontRange Solutions
FrontRange Solutions develops award-winning software and solutions used by more than 130,000 companies and over 1.7 million seats worldwide to manage a wide variety of business relationships and provide exceptional service. FrontRange product families are designed to optimize customer investment by their interoperability, specifically for small-to-medium-enterprise (SME) and distributed enterprise organizations.
Solution families are defined by three customer-centric market areas: Customer Relationship Management (CRM) including GoldMine®; IT Service Management including the HEAT®, ITSM and Infrastructure Management product lines; and Communication Interaction Management, including IP Office, GoldMine® IP Voice Suite and IP Contact Center. This comprehensive product set provides a unique customer service and support scenario, unrivaled in the market today.
Customers representing 44 percent of the Fortune 100 and 76 percent of the FTSE 100, include Coca-Cola, Shell Oil, Prudential Securities, Électricité de France, Mack Trucks, Campbell Soup, Avaya, Bechtel Corp, Bank of America, and Turner News Network. For more information, call (800) 776-7889 or visit www.frontrange.com.

GoldMine, HEAT and other FrontRange Solutions products, brands and trademarks are property of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries. Other products, brands and trademarks are property of their respective owners/companies.