Nortel Networks (NYSE:NT)(TSE:NT.) has launched a Wireless Field Service and Logistics solution that extends the strength of Nortel Networks eFrontOffice Customer Relationship Management (CRM) to help make mobile field service professionals more efficient, more productive and more responsive to customers.
This new solution allows a field service professional to dial into the corporate web site and check the latest requests dispatched from the customer service contact center using a Wireless Application Protocol (WAP)-enabled mobile phone. It also allows access to service history, and enables the field service professional to update customer activity virtually 'anytime, anywhere.'
"There is a growing trend of corporations leveraging wireless technologies in order to give their field service and mobile professionals access to corporate resources and customer data anytime, from any device," said Sheryl Kingstone, program manager, CRM Strategies, Yankee Group. "Customers will be serviced more efficiently and workers will be more productive."
The Wireless Field Service and Logistics solution will provide mobile workforces with up-to-date inventory data, customer account and case information, and other pertinent issues via wireless devices without having to leave their vehicles or go back to the office. In addition, it will allow businesses to easily re-route or re-assign workers' schedules, and to dramatically shorten customer response time and improve field service efficiency. It will also give service providers and operators access to advanced Wireless Internet applications.
The product was jointly developed with Accenture (formerly known as Andersen Consulting). "This will help businesses to reduce sales and service costs, collect valuable prospect and pre-sales information, and leverage other service delivery channels far more effectively," said Phil Lopez, partner, communications and high tech, Accenture.
"We're leveraging our wireless leadership and CRM experience to redefine the way businesses deliver sales, marketing and customer service," said Mark de la Vega, vice president and general manager, eBusiness, Nortel Networks. "This solution enables greater Return on Relationship by providing more profitable relationships among companies, their allies, suppliers and customers."
Nortel Networks Wireless Field Service and Logistics solution, which is currently available in the United States and Canada, supports multiple carriers and multiple devices, including WAP phones and Palm OS handheld devices. It includes roaming, centralized directory management, end-to-end security, device independence and application independence, allowing wireless access to Internet applications on virtually any device and any network.
With Nortel Networks Wireless Field Service and Logistics solution, businesses can:
-- Dispatch field service engineers quickly, armed with information about the customer and the problem.
-- Update schedules on a timely basis by giving call center agents real-time access to field engineers.
-- Manage inventory when field personnel are issuing parts requests against static inventory balances.
-- Equip field engineers with up-sell and cross-sell capabilities to transform them into a significant profit center.
-- Streamline and shorten supply chains, improve fill rates and give customer new options for placing and shipping orders.
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