Pivotal Corporation (Nasdaq:PVTL), The eBusiness Relationship Company(TM), and ServicePlus Corporation, a leading provider of advanced eService Management Systems (eSMS) for field and depot service teams, today announced an agreement that will provide integrated Web, wireless and Windows field service and support capabilities for Pivotal customers.
"Companies that empower their customer service and support representatives in the field with integrated Web, wireless, and Windows technology will be light years ahead of their competitors," said Norm Francis, president and CEO of Pivotal Corporation. "Together, Pivotal and ServicePlus will provide companies the ability to deliver intelligent, anytime, anywhere field support with the immediacy that customers expect in the digital economy."
According to Scott Waller, president, ServicePlus, "Working with Pivotal, ServicePlus is allowing companies to provide faster, more responsive service and support to their customers. In the past, field service representatives often had to rely on dated or inaccurate customer information because they did not have access to the most current customer data that resided at the office. Now, with ServicePlus and Pivotal's Web, wireless, and Windows customer service solution, service and support personnel will be armed with up-to-the-minute information - allowing them to provide incomparable customer care."
Under the agreement, the Pivotal/ServicePlus integrated product solution will offer companies the ability to manage the entire customer relationship lifecycle from the initial point of contact with sales and support through the complete field and depot service process.
The combined Pivotal/ServicePlus solution gives support staff and service technicians a single interface for sharing valuable customer information to present a more unified front when dealing with customers. These customer service capabilities will enable companies to dispatch technical service requests through mobile devices that will display the complete customer profile, service history and precise details of the technical problems. The solution will enable field support personnel to send complete technical reports back to the office in real-time, place equipment orders and request assistance or information from the corporate database. Front office personnel can access and process this information in Web or Windows format.
As part of the agreement, the companies will undertake cooperative sales and joint marketing initiatives to promote the value of integrated Web and wireless customer service and eBusiness relationship management to a wider market. Among these activities will be co-location of ServicePlus sales and support staff in key Pivotal offices, a substantial marketing investment from Pivotal to build relationships with new and existing service centric customers, and numerous sales lead generation and prospecting programs from both vendors.
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