Case Study: AFS Group (Pty) Ltd achieves 50% faster incident response and 15% productivity increase with HEAT Help Desk (Heat Software)

AFS improves incident response times and staff productivity with HEAT Help Desk

AFS Group (Pty) Ltd, a South African petroleum and fuel/fleet management provider, needed to improve client service by better tracking incidents and monitoring response times. They required a flexible call‑management solution that could integrate with their existing financial and Crystal reporting tools, support different departmental workflows, and provide fast, robust reporting and escalation capabilities.

AFS deployed FrontRange’s HEAT Help Desk, enabling accurate monitoring, process flows and integration with existing systems. As a result they cut incident response times by 50%, increased consultant productivity by 15% (handling more calls), improved tracking and escalation, met SLAs and invoicing deadlines, and achieved higher accountability and customer satisfaction.

AFS Group (Pty) Ltd

Catharine Roe

Administrator