HEAT Merchant Help Desk
Automation Enabling Tool

HEAT gives your company and its merchants another option for accurate support.

FEATURE: HEAT is an advanced, intuitive on-line order system.
BENEFIT: Structured e-mail format speeds and simplifies entry.

FEATURE: Secure web access to open ticket (order or issue),
update as well as track tickets plus close tickets.  Check the
status of issues and orders
BENEFIT: Specified employees have fast access to real-time information
to help customers anytime, anywhere there's web access.

FEATURE: Carrier links
BENEFIT: Track shipments quickly

FEATURE: Self service
BENEFIT: Merchants have web access to common FAQs
and can search the knowledge base, submit a service issue or
check the status of an issue . . . instantly.

FEATURE: Neural
BENEFIT: As we gain knowledge, the system is instantaneously
updated, enabling web users and CSRs to resolve problems quickly.

FEATURE: Automated alerts
BENEFIT: Information regarding communication failure
or system-down at the processor can be automatically e-mailed
to affected merchants.

FEATURE: Automatic elevation
BENEFIT: Issues or tickets open beyond an agreed-to time are
automatically elevated to a senior member for action.

FEATURE: SLA (Service Level Agreement)
BENEFIT: Service levels and response times are established
and contracted, along with appropriate consequences.

FEATURE: Call tracking and monitoring
BENEFIT: Monitor calls for quality purposes.

FEATURE: On-line reporting
BENEFIT: Bank management has access to data for creating
custom reports or integrating with other applications.

Cardware’s HEAT elevates merchant service to an
entirely new level of efficiency.