HEAT, VERSION 2.2 BETA TESTERS CITE SPEED & PRODUCTIVITY IMPROVEMENTS

Colorado Springs, CO., Nov. 1, 1993....BENDATA MANAGEMENT SYSTEMS, A Ziff
Technology Group Company, has begun shipping the new release of HEAT,
HelpDesk Expert Automation Tool, Version 2.2. This latest release offers
Help Desk staff increased flexibility and control over Help Desk resources
with powerful enhancements to the broad spectrum of functionality HEAT has
always offered.

John Burdick, Customer Support Manager for Coors Brewing Company in Golden,
Colorado has used HEAT for 3 and a half years. His Help Desk, made up of
six staffers, supports over 8,000 workstations and takes an average of 400
calls per week. They use HEAT to track inventory and monitor problems with
all types of equipment and hardware, ranging from voice and data
communications equipment to wide area network circuits. They also use HEAT
as a billing tool, tracking time and resources for accounting purposes.
COORS was a beta test site for HEAT 2.2, installing and testing it
enterprise-wide.

Burdick cites the new assignment features as one of the most important
areas to benefit to Coors' Help Desk. "Since 95% of our work is done
on-line, we need to have instant access to a call record and its status.
If it's already been assigned, we need to be able to edit that assignment,
as well as look up assignments for calls that have already been closed
out. HEAT 2.2 allows us to do that on the fly."

Burdick says this version will have a great impact on the system
administrator, offering more power and flexibility from a supervisory
point of view. "The new Monitor module and accompanying AutoEscalation
features are really going to help me out," he says. "Often, things just
get too busy to send a message or set an alarm, so being able to set
system-wide criteria for automatic procedure implementation takes the
pressure off setting such things into action." He continues, "HEAT's
messaging is one of its strongest features and we rely very heavily on the
messaging capabilities. It allows us to talk amongst each other, even when
we're very busy. For example, we can communicate a major system-wide
outage 5 seconds from creating the ticket. That simplifies things a great
deal."

Jim Rollins, Manager of Help Desk Services for La Quinta Motor Inns, Inc.
in San Antonio, Texas, has used HEAT on the La Quinta Help Desk from its
inception. As a beta test site for HEAT 2.2, the new version was installed
at the Help Desk to test and try out the new features. "The most important
new features for us are those that increase speed and efficiency at the
front line. The Hot Calls List and Fast Contact Table give my staff more
flexibility getting to and from information in the system quickly."

Strategic Technology Systems in Gaithersburg, Maryland was another beta
site for HEAT 2.2. Jeff Schaeberle, Help Desk Manager at STS, feels
"HEAT's overall strength lies in it's ability to capture alot of detail
and provide that detail in the form of accurate reports." Schaeberle
agrees that the most valuable new features for STS are those that increase
speed and efficiency at the Help Desk. "The OnHold and Hot Calls features
are most important for us because they allow us to handle multiple
priorities without losing track of anything."

The core functionality of HEAT; fast, flexible call logging and tracking,
powerful information and knowledge sharing, expert problem assistance and
comprehensive reporting capabilities remain the strength of HEAT's Help
Desk features. The added functions and benefits of HEAT 2.2 are listed
below:

* Auto-Escalation: Calls are automatically escalated according to pre-set
criteria, providing increased control and effectiveness at the supervisory
level. 

* Hot Calls List: Identifies important calls and calls that have been
escalated, reducing the number of calls that "slip through the cracks". 

* Fast Contact Table: Identifies available communication options such as
Email, Fax, Auto-Dial, Internal Messages, allowing operator to select and
send message instantly. 

* Calls On Hold: Operator can suspend a call in progress and work on more
than one call at a time. 

* Multiple Assignments: Calls can be assigned to (and worked on by) more
than one group or person at a time if necessary, allowing improved call
response times. 

* Global Change: Allows specified changes across entire database or select
groups with one keystroke, eliminating redundant data entry. 

* Activity Log: Logs the date, time and call tracker I.D. for actions taken
on a call, providing additional reporting and resource tracking
capabilities. 

* Hours of Operation: Allows system to track time based on actual hours of
operation at the Help Desk rather than a 24 hour period, offering
additional options for management reports.

Bendata Management Systems, A Ziff Technology Group Company, is the
international leader in technology solutions for the Help Desk/Customer
Support industry. Bendata is where Help Desks go for Help! To preview HEAT
2.2, or get more information, please contact Bendata Management Systems,
1755 Telstar Drive, Suite 100, Colorado Springs, Colorado, 80920. (800)
776-7889, 719-531-5007,  fax 719-528-4230

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