Agenda

8-9:15am - Registration, coffee and networking

9:15-10:00am - Welcome and Review of new products and additions from FrontRange

10:00-11:30am - Breakout sessions 1 & 2  (register)

Session 1 - Creating and Using Automated Processes and the Campaigns Center in GoldMine

• In this session we will clearly define the process and some of the advantages of creating automatic campaigns in GoldMine.

Session 2 - Benefits of Voice Self Service

• In this session we will clearly define how voice self service can impact and increase first level support call resolution.

11:30-12:30pm - Breakout sessions 3 & 4  (register)

Session 3 - Email Marketing best practices and how-tos

• This session will discuss in detail the components of a successful email marketing campaign and how to set them up in GoldMine. We'll discuss best practices about the best time of the week to send out your email; tracking the effectiveness of your email campaign, using calls-to-action, automating your email campaigns and insuring that you comply with all rules and regulations.

Session 4 - Working with Crystal Reports

• You'll learn how to get reports out of Crystal Reports from Heat and GoldMine.

12:30-1:15pm - Lunch - a buffet lunch will be served

1:15-2:15pm - Break Out Sessions 5 & 6  (register)

Session 5 - HEAT/ITSM Service Catalog

• Taking control of Actionable Service Request from a Self Service point of view. This session will show you how ITIL Version 3 has increase your ability to promote actionable service request for all departments within your company.

Session 6 - Using and setting up Case Management in GoldMine

• In this session you will learn how to template cases, set escalation for cases and bill time and materials against GoldMine Cases. In addition you'll learn how to use the Knowledge Base in GoldMine to support your cases and resolutions.

2:30-3:30pm - Breakout Sessions 7 & 8  (register)

Session 7 - Extending the functionality of GoldMine

This will be a discussion on extending the capabilities of GoldMine with add on products and custom development. This session is for you if:

• You've ever wished that you could record multiple entries in a GoldMine record without having to tab around
• If you need the ability to record additional data in GoldMine but you've found that there is no appropriate place in GoldMine to capture the info.
• If you wish you could pull accounting information into GoldMine without having the sales people in your accounting system.
• Have you ever wanted the ability to record time, materials and expenses against customers in GoldMine and measure your profitability on projects?
• Do you need the ability to archive email in GoldMine and then retrieve it when needed?
• We'll discuss the possibilities and show you some examples of cost effective ways people have gotten around GoldMine limitations.

Session 8 - Automating the Service Desk

• We will teach you how automation can improve the efficiency of your service desk.

3:30-4:30pm - Reconvene Entire Group & Q&A

To register for the event, please provide the requested contact information below.