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News
Issue #2001 - 26
(June 2001)
(Updated June
27, 2001)
APPLICATIONS
RIM Devices Enhance IBM Customer Service
IBM Printing Systems Division, based in Boulder, Colorado, is deploying 1,400 RIM 857 Wireless handhelds on the Motient network to their customer service engineers. IBM has written its own software applications for the RIM 857 to enable its engineers to accomplish a variety of tasks including:
- Receiving service alerts
- Providing project status reports
- Preparing field accounting reports throughout the day
- Ordering parts while at client site
- Contacting customers on their way to the service location
Through IBM's Web site, customers can find out which service engineer is on route to their location, and e-mail them directly with requests and updates, for instance, canceling their order or upgrading the order status to critical.
Benefits to IBM Printing Systems Division:
- Reduction in costs
- Service engineers can now carry small handheld units rather than laptops that have to be updated with expensive software
- Engineers can communicate wirelessly via the Web, which reduces the cost of call center support and cellphone usage
- Enhanced the capabilities of its customer service technicians to support their customers
For more information: http://www.motient.com/default.cfm
Mobileinfo Comments and Advisory: We
bring this item to highlight the following points to your attention:
- You can achieve much needed
functionality for critical applications by simple handheld
devices, even with small foot print.
- You do need always-on device for
alerts.
- Data is more efficient than voice.
Note: This news release may contain
forward-looking statements. Readers should take appropriate caution in
developing plans utilizing these products, services and technology
architectures. All trademarks used in this summary are
the property of their respective owners.
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