 IKON launches a PDA-based mobile communications solution that will revolutionise the way in which we provide Service.
For many years traditional communication technologies including mobile phones and pagers have been used by IKON Technicians working across the country, but the limited amount of information these technologies can supply to Technicians in the field has reduced their effectiveness.
After significant research and investment in development, IKON has launched the phase one of a PDA-based mobile communications solution to 450 Field Technicians. Every IKON Tec now has a state-of-the-art GPRS-enabled handheld computer with them at all times that remotely integrates with IKON's Customer Relationship Management (CRM) system. This gives IKON's Technician's instant access to vital central resources, at the touch of a button and most importantly, when there out with you, our customers.
With such a large and technology diverse customer base, the number one priority for IKON Service is to deploy the right resources at the right time. Through the "In Touch" project, IKON Technicians are able to access all information regarding outstanding faults logged by customers, allocate themselves to calls based on their locations, give an accurate "Expected Time of Arrival" for the customer and access historical service records for a customer's device along with detailed technical resource files keeping them "In Touch" with their customers and enabling them to respond faster and with the necessary information to ensure that the problem is resolved first time, every time.
IKON is unique in the market place and the "In Touch" project represents another evolution in IKON's Customer Service operation, offering a truly unique approach to service delivery. With the resources to support customers nationwide and across an incredibly wide range of technologies, IKON is leading the way - innovating to achieve service excellence!
|
 |
|
