Case Study: Baylor University achieves a centralized help desk and improved efficiency with HEAT (Heat Software)

Baylor University Centralizes help Desk, Achieves new levels of efficiency, Customer Service with Heat®

Baylor University, a large Baptist university with more than 13,000 students and a 17,500‑user IT community, struggled with a fragmented help desk in 2000: callers reached different IT areas with inconsistent processes, the in‑house ticketing system couldn’t support multiple call groups, remote access, or automated workflows, and this caused delays and frustrated users.

Baylor implemented FrontRange HEAT to centralize its Information Technology Services Help Desk, adding Business Process Automation, Web Center, iHEAT remote access, and integrations with HR and asset databases. The system routes tickets to 22 call types, notifies users automatically, provides managers with reporting, and supports outsourcing after‑hours. As a result, technicians resolve 60–75% of issues on first contact, handle about 3,000 tickets per month with 158 HEAT users, and have improved efficiency and customer satisfaction while scaling support without proportionally increasing staff.

Baylor University

Vicky Gerik

Director of Disruptive Systems and Services for Information Technology Services