Bendata's HEATLink to the Internet makes it easy to deploy help desk solutions to the Web.COLORADO SPRINGS Colorado Springs, city (1990 pop. 281,140), seat of El Paso co., central Colo., on Monument and Fountain creeks, at the foot of Pikes Peak; inc. 1886. It is a year-round resort and a booming military, technological, and commercial city. , Colo.--(BUSINESS WIRE)--Jan. 13, 1997-- Empowers customers to directly access and modify call ticket status Busy customer support organizations can now build Web pages -- even if they don't have HTML HTML in full HyperText Markup Language Markup language derived from SGML that is used to prepare hypertext documents. Relatively easy for nonprogrammers to master, HTML is the language used for documents on the World Wide Web. experience-that give their customers and technicians instant access to service information using Bendata's -- an Astea International (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :ATEA) company -- new HEATLink to the Internet. In a matter of hours, not days, organizations can build and deploy help desk Web pages and let their customers instantly view and modify call tickets via the Internet. HEATLink to the Internet provides an interface between HEAT, Bendata's help desk application, and the customers' Windows NT (Windows New Technology) A 32-bit operating system from Microsoft for Intel x86 CPUs. NT is the core technology in Windows 2000 and Windows XP (see Windows). Available in separate client and server versions, it includes built-in networking and preemptive multitasking. server, enabling customers to open, close and update call tickets using any Web browser The program that serves as your front end to the Web on the Internet. In order to view a site, you type its address (URL) into the browser's Location field; for example, www.computerlanguage.com, and the home page of that site is downloaded to you. that supports tables. HEATLink makes it easy for companies to create and deploy Web pages through a user-friendly configuration tool that includes HTML templates and a template wizard. By making service information available to customers over the Internet, companies can reduce the number of phone calls made to their help desks and shorten customer on-hold time. HEATLink protects customer information by assigning a unique ID and password to each customer, enabling them to access only their own call ticket information. "HEATLink takes the fear out of creating an Internet support solution for the Web. With HEATLink you don't have to be a Webmaster to deploy your business applications. Adding HEATLink is as simple as adding a link to your on-line Web site-if you can use a mouse you can build a page. And the results speak for themselves: faster problem resolution times and greater customer satisfaction," said Dave Garcia, vice president of sales and marketing for Bendata. Easy Web page development HEATLink's configuration tool lets administrators select the functions they want to make available to their customers, including creating journal entries, opening a new call ticket, or closing a resolved ticket. Administrators can also select several password options, including assigning one password to all customers or using individual passwords. An HTML template allows administrators to choose the HEAT fields where a customer can view data. Fields can be set up to default to certain values or functions, or they can let the customer input information through the Web page. An easy-to-use template wizard guides administrators through the creation of the Web pages, prompting them for all necessary information such as company logos, background graphics, header and footer In a document or report, common text that appears at the bottom of every page. It usually contains the page number. text and a company home page link. "HEATLink to the Internet will allow our dealers to review their customer's calls at their convenience. They will no longer rely on our helpdesk for customer updates -- which benefits the dealer and frees our technical support line for customer calls," said Jennifer J. Fortier, project engineer for Pellerin Milnor Corporation. "HEATLink to the Internet improves communication with our dealers around the world. With HEATLink, communication can continue 24 hours a day -- now our dealers don't have to wait until after their business hours BUSINESS HOURS. The time of the day during which business is transacted. In respect to the time of presentment and demand of bills and notes, business hours generally range through the whole day down to the hours of rest in the evening, except when the paper is payable it a bank or by a to request support; they can open or review a call anytime of day." Improving customer satisfaction HEATLink puts the power to find immediate answers in the customers' hands. Customers can request that call resolutions be placed in the call ticket, which they can access whenever they want to. In addition to viewing status, customers can open call tickets, modify the status of the problem if they took steps to resolve it, and close the ticket if they solve the problem on their own. Each step engineers and customers take is recorded in the help desk's journal entry, providing a history of what happened from the time the ticket was opened until it is closed. This history is particularly important for companies that need to track the call ticket process to see if there are recurring problems that need to be addressed. For internal help desks, HEATLink provides engineers with a quick way to update call tickets and track the time it takes to solve problems. When engineers need to fix several PC problems in different areas of a building, for example, they can log into the help desk from each users' PC after fixing the problem and immediately close the call ticket in HEAT over the Internet instead of having to go to their own PC to update the status. Availability and pricing HEATLink to the Internet is available immediately for Windows NT servers. The software is priced at $10,000. Introductory discounts are available. About Bendata, an Astea International company Headquartered in Colorado Springs, Colorado The City of Colorado Springs is the second most populous city (after Denver) in the state of Colorado and the 48th most populous city in the United States.[4] The city is the county seat of El Paso County. , Bendata is a wholly owned subsidiary Wholly Owned Subsidiary A subsidiary whose parent company owns 100% of its common stock. Notes: In other words, the parent company owns the company outright and there are no minority owners. of Astea International. Bendata's products are deployed across a broad range of industry segments with an estimated 15,000 end users at more than 1,600 customers, including industry leaders such as Alltel, Chevron, the FDIC FDIC See: Federal Deposit Insurance Corporation FDIC See Federal Deposit Insurance Corporation (FDIC). , Mercedes Benz, and U-Haul. Astea International develops client/server-based customer interaction software that enables organizations to automate their customer support, field service and sales operations. With more than 500 employees worldwide, Astea markets its products through a direct sales and services network throughout North America, Europe, Israel, Asia, Australia and New Zealand New Zealand (zē`lənd), island country (2005 est. pop. 4,035,000), 104,454 sq mi (270,534 sq km), in the S Pacific Ocean, over 1,000 mi (1,600 km) SE of Australia. The capital is Wellington; the largest city and leading port is Auckland. . The company's customer base of approximately 2,000 companies and 40,000 end users includes such industry leaders as Allen-Bradley; NCR (NCR Corporation, Dayton, OH, www.ncr.com) A technology company specializing in financial terminal transactions, retail systems and data warehousing. Until the late 1990s, NCR was heavily invested in the hardware side of the industry, known worldwide as a major manufacturer of computers ; E.I. du Pont de Nemours Du Pont de Ne·mours , Pierre Samuel 1739-1817. French-born economist and politician who took part in negotiations after the American Revolution (1783) and in the acquisition of the Louisiana Territory (1803). & Co.; U-Haul; Ricoh Corp.; and Savin savin a neurotoxic war gas similar to organophosphorus insecticides but considerably more toxic, as demonstrated in the Tokyo subway massacre in 1995. Corp. Bendata can be reached at (800) 776-7889 or via the World Wide Web at www.bendata.com . Astea can be reached at (617) 275-5440; via e-mail at info@astea.com; or via the World Wide Web at www.astea.com . CONTACT: Soile Stilley Bendata (719) 532-7421 or Christine LeCompte Beaupre & Co. Public Relations public relations, activities and policies used to create public interest in a person, idea, product, institution, or business establishment. By its nature, public relations is devoted to serving particular interests by presenting them to the public in the most (603) 436-6690 lecompte@beaupre.com |
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