Case Study: Programmed achieves streamlined IT service management and faster incident resolution with Heat Software (HEAT Help Desk)

Programmed - Customer Case Study

Programmed is an Australian recruitment and facilities services company supporting about 10,000 users across 100 branches. Faced with an outdated, limited online help tool and largely email-based incident logging, the IT team needed a robust solution to log, track and escalate incidents, introduce SLAs and KPIs (including first-contact resolution), and gain reporting and change/problem management capabilities.

Programmed implemented FrontRange HEAT Help Desk with partner Infinite Technology Solutions and built a dedicated service desk team. The new platform added multi-channel ticketing, automated escalation, problem and change management, a knowledge base and self-service, producing faster, more accurate classification and escalation, better root‑cause resolution, improved first-contact resolution and reporting, reduced business disruption, and a more efficient, visible IT support operation.

Programmed

Michelle Sandford

Service & Support Manager