HEAT Cloud Solutions Review - why 4 stars?

HEAT Cloud Solutions Review
ITQlick Score: 81/100
ITQlick Rating:
Pricing: 5.2/10 - average cost
Category: Customer Service -> HEAT Cloud Solutions review
Ranking:Ranked 7 out of 46 Customer Service systems
Company: FrontRange Solutions
Pricing: starts at $1,695 per user/month
Typical customers: Medium and large size businesses
Platforms: Desktop, Cloud
Links: HEAT Cloud Solutions pricing, HEAT Cloud Solutions alternatives
Shlomi LaviShlomi Lavi / updated: Jul 25, 2022

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What is HEAT Cloud Solutions?

HEAT Cloud Solutions provides a powerful Service Management tool that can seamlessly integrate both the Client and Services function of a business. The software has been built specifically for the cloud with the goal of improving daily service operations to make it responsive and aligned with a business’s strategic objectives.

FrontRange the provider of Heat Cloud Solutions was founded in 1989 and is currently based in Milpitas, California with thirteen offices located globally. It is currently a market leader in the provision of IT Service management (ITSM) and Client management software on a single platform with both on–premise and cloud offerings.

Who is it best for?

Heat Cloud solutions are meant for use by Service and Support teams, Service Desks and Help Desks to provide high quality client service. The software can be used by a company seeking to develop its service organization into one that helps the business meet its strategic objectives. It is a cross industry solution and being cloud based is scalable for all types of businesses.

The product can address both simple help desk and support requirements all the way to a fully fledged service delivery management process which utilizes industry standards. Service and Helpdesk managers can easily monitor action and control service processes through integrated workflow automation & client management, as well as voice enabled service desk capabilities.

This improves productivity and response of the service operations, thereby ensuring its development as a business enabler for the organization.

Heat Cloud solutions are used in numerous organizations around the world and some of its customers include Sedgman, HSBC Africa, Groupe Webhelp, Baylor University, National Heart Foundation of Australia, Auckland Airport, Silicon Labs and Kyocera

Main features and functionalities

Heat Cloud Solutions deliver comprehensive help desk and service management solutions with high availability, reliability as well as security by integrating core service and support components into one complete platform.

The entire service flow is mapped using automated workflows from requesting the service or change, recommending action, approval and authorization, as well as change implementation. There is a comprehensive auditing function to evaluate the quality of the service provision process against defined service level agreements to ensure high customer satisfaction.

In addition to this there is also the Heat Cloud Self Service platform which allows customers to view incident information, submit new tickets, search the knowledgebase and request more services.

Voice Automation is provided to improve call handling with IVR, automated call distribution and skills based routing to ensure a better customer experience. Other features include Mobile Field Services which connects the service desk to field consultants via mobile devices, as well as Social Business Management which provides a collaboration platform within the service desk as well as with customers thereby increasing productivity and response times.

What is the actual cost?

The cost of license starts at $1,695 per user/month. ITQlick pricing score is 5.2 out of 10 (10 is most expensive). Access ITQlick pricing guide for HEAT Cloud Solutions. You can also find here pricing information from HEAT Cloud Solutions's website.

Pros

  • Heat Cloud Solutions reduce implementation and maintenance costs
  • Social collaboration functionality is provided as part of the solution
  • The product provide mobile access to field consultants thereby allowing help desks to be updated in real time
  • The software has in built work flow automation to streamline processes and provide faster and more efficient services
  • Detailed Service analytics and dashboards are available as part of Heat Cloud Solutions

Cons

  • The software has no provision to handle financials or costing
  • Heat Cloud Solutions provides social collaboration features within the tool but no integration to social networks or forums
  • It has a better fit for mid-range to larger enterprise organizations
  • Customization of the product is not easy to do
  • The migration path from the on-premise version to the cloud based offering is not straightforward

How it stacks up?

Access a head to head analysis of HEAT Cloud Solutions vs alternative software solutions.
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Frequently Asked Questions (FAQs)

Is it the best Customer Service system?

HEAT Cloud Solutions is ranked 7 out of 46 software in their category (Customer Service systems).

How they are rated on ITQlick?

The rating of HEAT Cloud Solutions is 4 stars out of 5 and the total score is 81 out of 100. The rating score is based on our unbiased data-based algo. Learn more - rating methodology page.

Is it an easy to use Software?

Yes, HEAT Cloud Solutions makes it fairly easy to use. This product is user friendly and intuitive.

Is it cloud-based?

Yes, they offer cloud based hosting, which means IT resources are retrieved through web-based tools and applications and you don't need to buy servers and additional hardware equipment.

Can it be used on mobile?

No, currently HEAT Cloud Solutions can't be accessed on mobile, you would need to access it from your computer.

What should we ask during a demo session?

Differences between HEAT Cloud Solutions and alternatives?

The most popular alternatives to HEAT Cloud Solutions in 2023: Customer Thermometer, Zoho Support, Pipeline Pilot, Cisco WebEx Support Center, Sales Service Cloud. Access the complete competitors analysis here - HEAT Cloud Solutions VS Customer Service Software alternatives.

List of categories

CRM
Customer Service
Customer Success
Help Desk
Self-Service Portal
Software upgrade
Software QA
Marketing Automation
Hotel CRM
Knowledge Management
Complaint Management
Customer Loyalty

List of features

Event Logs
Hardware Inventory
IT Asset Management
IT Cost Management
Problem Management
Service Management
Service Portfolio
Service Reporting
Service Request Management
Software Deployment
Software Inventory
Data Import/Export
Basic Reports
Online Customer Support

Auditor - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.