Customer:
Infinity Solutions
Need:
A recent solution was developed by iTouch for a leading IT services company that comprises 60 support engineers operating from 15 branches. Infinity Solutions' nationwide customers operate mission-critical online transaction systems for managing reservations, airport travel and field services. They demand 24x7 service.
Details of service jobs were sent to engineers by pagers. At the client's site orders for any required parts were conveyed using a cellphone. At the end of the day engineers returned to the office to complete their work sheets for invoice processing. The company recognised the enormous business benefits of having engineers complete their work sheet on-line and off-site, as well having the ability to accurately measure service performance against key performance indicators.
Solution:
iTouch developed a multi-protocol wireless communications server. This system provides a gateway between the engineers' PDAs and the back office computer system over the wireless networks.
Success:
The solution enabled simple and more efficient allocation of customer calls, and provided the ability to track job progress in real-time. Speed of data processing and customer response time has also increased. The solution has enabled analysis of times and actions and, in turn, provided a more accurate account of work conducted for each customer enquiry. The task of filling in a daily worksheet has been simplified and the job of billing customers has become more automatic and precise.
"We're quite advanced compared to others because we have taken the back office system and made it available to our engineers at their place of work. iTouch service, support and training was excellent."
Geoff Trask, Infinity Solutions
