Service Excellence Comes Easy with Antenna Software on Blackberry Smartphones
Toshiba America Medical Systems, Inc. sells and services diagnostic equipment such as MRI, CT, X-Ray and Vascular technologies. Toshiba America Medical Systems makes service commitments to its customers for repair response times. Dispatching Customer Engineers (CE) to customer sites by pager and phone was slowing them down and making it challenging to meet service guarantees. Management also wanted access to current information from the field to improve service, make business decisions and effectively manage inventory. To overcome this challenge Toshiba deployed Antenna Software's Field Service Solution to offer a new way to dispatch service calls, help CEs check parts inventory and debrief completed work. The entire solution had the significant advantage of integrating with their internal Amdocs Clarify CRM system.