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Business Challenge
- Offer customers a suite of products and services that include advanced Voice over Internet Protocol (VoIP) technology and integrated network and management services
- Needed to rectify a slow and inefficient dispatching system for service technicians
- Needed to gather information about how well the company was meeting its Service Level Agreements
Solution
- 450 technicians were given BlackBerry® smartphones with a custom-built field management solution
- Contracted Sona Mobile to create a wireless application that could access their Remedy IT Service Management system
Results
- Improved efficiency resulted in faster response times, less administrative effort and simplified reporting
- Saved up to $160,000/year with a new automated timesheet process
- Executives gain accurate metrics on how service delivery matches up to Service Level Agreements
| Industry | Technology |
|---|---|
| Region | Americas |
| Company Size | Large Enterprise |
| Type of Solution | Field Service, CRM & Dispatch Operations |
| Solution | Mobile Service Desk from Sona Mobile |
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