British Airways, the world's largest international airline, relies on Interactive Messaging PLUS from Cingular Interactive, formerly BellSouth Wireless Data, to manage Information Technology (IT) operations at John F. Kennedy International Airport (JFK) and to communicate abroad. Recognized as an industry-leader for innovation and customer service, British Airways flies from 21 US cities with JFK being its busiest airport.
British Airways technicians at John F. Kennedy International Airport in New York utilize Interactive Messaging PLUS on the RIM 950 Wireless Handheld(TM), a small, wearable device with a full QWERTY keyboard, to send group messages to IT team members and to facilitate communication within the team. In the past, technicians were required to work from a static desktop P.C. With Interactive Messaging PLUS, technicians have the freedom of communicating and sending e-mail with a device that fits in the palm of their hands.
"Interactive Messaging PLUS gives our JFK team a fast and reliable way to communicate and resolve issues on the move," says Julian Lord, British Airways Manager for IT Customer Support. "In addition, the service's ability to notify us when a message has been delivered and read is extremely beneficial as we strive to address each problem immediately upon notification."
Interactive Messaging PLUS offers users the ability to communicate with each other, generally in seconds, and receive notification that their messages have been both delivered and read - a feature no other company can offer. In addition, Interactive Messaging PLUS users have the ability to exchange e-mails with Internet users worldwide, send messages to a fax machine and text-to-voice messages to a telephone.
Throughout the day, the British Airways' IT team monitor the various airline systems and use Interactive Messaging PLUS to send interactive group messages. The closest team member is then able to respond to the situation and through Interactive Messaging PLUS he/she communicates with coworkers to notify them that the situation is being addressed. In addition, through the service's e-mail feature, the team is able to bridge the time difference between the U.S. and Europe by communicating with headquarters in Great Britain without having to be in the office.
"The versatility of Interactive Messaging PLUS and the portability of the RIM 950 Wireless Handheld were key factors in our selection of this solution," notes Simon Wood, British Airways Business Manager for Airports. "The fact that this solution enables our team to save time by communicating via e-mail with headquarters in Great Britain from the same device instead of having to return to a desktop PC or dialing in on a laptop was also critical to our decision."
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