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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