Fresno County Mobilizes IT Services With Aeroprise

Aeroprise, the leading mobile service management company, today announced that the Fresno County, California, Information Technology Services group has deployed Aeroprise Mobility for HEAT(TM), an out-of-the-box solution that extends to handheld devices the power of FrontRange Solutions' IT service management application. Network systems engineers can now access HEAT from their AT&T 8525 smart phones, resulting in faster service ticket response times and less administrative hassle. The implementation of Aeroprise with FrontRange Solutions' HEAT has resulted in Fresno County being awarded the prestigious CCSIDA award from the State of California, an honor recognizing innovation in customer service.

"We are closing service tickets 50% faster than before Aeroprise and HEAT were deployed, and the ability to open and close tickets from the field rather than the office means our engineers will spend an additional 2,600 hours with customers this year," said Antoine Grayson, senior network systems engineer for Fresno County. "The CCSIDA award is recognition of the tremendous productivity enhancements we have achieved since implementing Aeroprise and HEAT."

Dispatchers in the county's IT Services group can now send phone-based alerts to engineers when new service requests come in. Engineers out in the field can acknowledge the ticket and update information, such as when a request was received, what work was performed, when it was completed, and what was the outcome -- directly into the HEAT application running on their cell phones. Because engineers update requests from the field as work is being done, service request data is more accurate, open tickets are closed more promptly, and engineers are spared the task of updating HEAT in the office at the end of their days. Also, since engineers can open and close new tickets while they are in the field, unscheduled requests for service are more likely to be recorded.

"Every year, business initiatives stall when computer systems malfunction," said Dan Turchin, CEO of Aeroprise. "Help desk staff do their best to address these issues promptly, but many are hamstrung by their inability to access the tools and information they need from the field. Aeroprise resolves this by extending service management applications to handheld devices, empowering field staff to respond more quickly and effectively to customer needs."

Aeroprise Mobility for HEAT gives your mobile employees the ability to update, create, reassign and search call tickets on wireless devices directly from the point of service. Extending HEAT functionality and workflow to handheld devices, such as BlackBerry and Windows Mobile, Palm Treo and barcode scanners, cuts IT support costs, boosts service levels and reduces critical asset downtime. An out-of-the-box solution, Aeroprise Mobility for HEAT requires no programming, automatically optimizes content for any handheld device and inherits the customized workflow, rules and processes from the HEAT backend system. For more information, please visit www.aeroprise.com/heat .

About Aeroprise

Aeroprise, Inc. is the world's most-deployed software for mobilizing IT service management. Fortune 500 companies, midsize businesses and public institutions use Aeroprise to extend help desk, asset management and change management functionality to BlackBerry and Windows Mobile devices, cell phones and barcode scanners. Aeroprise lowers IT support costs, improves customer satisfaction and reduces critical asset downtime. Applications are automatically tailored to the mobile device and Web-based personalization consoles enable unlimited user configurations. Aeroprise installs quickly, is pre-integrated with custom and off-the-shelf applications and inherits existing rules and workflow. Headquartered in Mountain View, California, Aeroprise is a privately held company.

Aeroprise and the Aeroprise logo are registered trademarks of Aeroprise, Inc. Other names may be trademarks of their respective owners.

Media Contact: Kevin Wolf Aeroprise PR 650-327-1641 Email Contact