Business Challenge

• Computer support business for home users, small businesses and the mobile workforce
• Customer service technicians were accessing service calls, work orders and billing information via laptops
• Communication was slow and required the use of a customer’s Internet connection

Solution

• Installed BlackBerry® Enterprise Server with the BlackBerry® Mobile Data System feature and deployed 11 devices to field technicians
• Developed in-house applications that tied to features of their own CRM solution
• Wireless access to appointments, work orders and billing information

  Results

  • Administrative benefits include: processing work orders faster, redeploying personnel and more efficient billing systems
  • Customer service became more efficient
  • Boosted the effectiveness of a remote workforce that will form the basis of the company’s worldwide expansion

  Industry	Technology
  Region	Americas
  Company Size	Small Enterprise
  Type of Solution	Field Service, CRM & Dispatch Operations
  Solution	CRM, Automotive Maintenance, In-house ‘Wiki’
  More Information	Small-Medium Business Case Study (PDF)