|
Pitney Bowes Picks A3 SmartClient for Europe
TMCnet Contributing Editor
Antenna Software, a vendor of on-demand wireless CRM, has announced that Pitney Bowes Inc. has deployed Antenna’s A3 SmartClient mobile application to its field engineering team in the United Kingdom and throughout Europe.
Using Antenna A3 SmartClient, service calls logged in Pitney Bowes Siebel CRM system are automatically dispatched in real time, allowing the company’s field engineers to update the status of customer service calls and order parts directly from their Windows Pocket PC devices.
Pitney Bowes has standardized on Antenna A3 as its mobile field service product across Europe. To date, Antenna A3 SmartClient has been rolled out to field engineers in the United Kingdom and across Germany, Austria, and Switzerland, using O2, T-Mobile and SwissCom.
Antenna A3 SmartClient is billed a providing real-time visibility of field operations to the business and reducing operational cost, delivering greater operational efficiency and improving customer experience.
There are also plans to deploy the product across the entire field service operation in France by October 2006.
This past May Antenna Software announced that Antenna A3 and its real-time, mobile field sales and field service products were certified on the new Motorola (News - Alert) Q.
The company has also shipped the A3 Mobile Sales Intelligence suite for NetSuite’s NetFlex Applications Program, enabling field sales organizations to have real-time, on-demand wireless access to ERP, E-commerce and CRM data.
The Antenna A3 MSI suite supports popular handheld devices including the RIM BlackBerry, Palm Treo, and Windows Mobile Pocket PCs on all carrier networks.
“The beauty of the hosted Antenna A3 is its flexibility. It integrates very easily with multiple business systems, in our case Siebel and SAP (News - Alert), and supports multiple mobile devices and wireless networks,” reported Ray Lawes, VP service operations, Pitney Bowes UK.
Pitney Bowes officials said the company selected the Antenna A3 to “maximize its investment in Siebel CRM, improve the response time, customer satisfaction, and productivity of service engineers and support the drive for a 360-degree view of customers at all times.”
Since the rollout of Antenna A3 SmartClient in February 2006, Pitney Bowes has measured an increase in customer requests responded to within agreed SLAs and now see more than 90 percent of all service calls automatically directed to the correct engineer without any manual intervention or delay.
David Sims is contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.
[ Back To TMCnet.com's Homepage ]
|
Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 16-18, 2008. Los Angeles, California.
