Case Study: Wireless G achieves measurable SLA compliance and significant time savings with Heat Software's HEAT Help Desk

WirelessG meeting, measuring and managing client SLAs with HEAT Help Desk

Wireless G, an 80‑employee South African broadband and Wi‑Fi specialist, needed an accurate incident reporting and service‑level management system to support a diverse global customer base and meet tight SLAs for new contracts. Their previous CRM lacked strong incident logging and reporting, forcing manual aggregation of data that consumed significant staff time and made reliable SLA measurement impossible.

They implemented FrontRange HEAT Help Desk (incident management, self‑service, service‑level management) in five days, gaining comprehensive, customizable reporting and BPAM‑driven tracking. As a result Wireless G can meet and measure client SLAs, resolve incidents faster, and produce tailored reports for multiple customer types; what once took three people 10 days per month now takes one person a few hours, increasing operational efficiency and IT support without adding headcount.

Wireless G

Hank Gloy

Administrator: Systems and Process Control