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Nov/Dec 2004
Domnick Hunter rolls out real-time field service system
Filtration specialist Domnick Hunter is rolling out the real-time mobile communication and reporting system we previewed in the last m.logistics. It has chosen a package called ServiceNet from Telepartner Systems. The company says it is expecting valuable improvements in customer service. The company's field service engineers will be equipped with Xda PDAs, which communicate wirelessly over the O2 mobile data network, linking them with the company's Epicor Avanté enterprise resource management system. Workflow management and reporting will now be handled via a Web-based computer application. The package replaces a manual system used previously, under which engineers received job instructions either by phone or by email (in this case over a home-based ISDN connection). Under the new system, their former Excel-based job sheets will be replaced by Telepartner's client software on the PDAs. Among useful features of the Telepartner system is the ability to configure PDAs remotely from the ServiceNet Web-based application. This ensures that all installations are running the same software.
Telepartner now offers the ServiceNet system on a pay-as-you-go basis for a fixed monthly fee, which includes the O2 airtime payment. There is no capital cost other than that of the PDAs.
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