Jan/Feb 2005

By switching from a mobile-phone based field service application using SMS text messaging to one built around PDAs and GPRS wireless data, Fujitsu Services is expecting to improve both productivity and customer service levels significantly, the company says.

The new solution, based on the Orsus Mobile Framework, has been rolled out to 490 Fujitsu engineers.

Under the previous system, the company's engineers were equipped with GSM-based Nokia 9110 Communicators. Most of them are home-based, and therefore had to call their office for basic information such as customer details or previous call history. Sometimes they faced extended delays while waiting to receive information from the company's back-office system, and this information was limited to 130 SMS characters.

"This was exceptionally frustrating and unproductive for both the engineers and our office-based administration team," says Neil Forshaw, business control manager for the customer services operation.

 

The new Orsus system handles a daily volume of around 12,000 transactions between the back office and mobile devices; and engineers have real-time access to critical customer data.

In addition, engineers can obtain authorisation for chargeable work while in the field. This means that Fujitsu is now benefiting from faster financial information and removal of manual processes. Engineers also have access to a dedicated Web site with diagnostic information, newsletters, technical information and software updates.

"The deployment is enabling us to communicate with and manage our field staff as if they were office based," Forshaw says. Eventually PDAs are expected to be used by all 700 of Fujitsu's engineers.