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Mobile
Success Story:
Toshiba America Medical Systems
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Toshiba
has improved its inventory control, slashed average close
time, & boosted customer satisfaction.
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Toshiba
America Medical Systems' 400 customer service engineers provide
rapid, centralized 24-hour response anywhere in the US. Some contracts
with Toshiba customers require very high response times, in some
cases less than two hours.
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| Private
Company, founded in 1998 |
| Operating
Systems Served: BlackBerry, Palm, Symbian, Windows
Mobile / Pocket PC, Windows Mobile for Smartphone |
| Markets
Served: General Enterprise, Field Service, Healthcare,
Retail, Sales & Marketing |
| 2005
Mobile
Star Awards™ Winner: |
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| 2006
Mobile
Star Awards™ Winner: |
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| Toshiba's
engineers were dependent on pagers, cell phones and laptops to access
customer information from the field, but they had various challenges
connecting at customers' locations. Often, service engineers would
jot down their information on notebooks, then enter the data into
their laptops and connect into the system at a later date and time.
Because
of delayed reporting, invoicing and inventory control, Toshiba determined
it needed to upgrade its field service system. After evaluating
several alternatives, Toshiba chose the RIM BlackBerry device with
Antenna Software's A3 Field Service Intelligence suite. Antenna
A3 Field Service Intelligence provided the "always-on"
capability required by Toshiba's CE's as well as effectively leveraging
the BlackBerry's ease of use. Customer engineers can now enter data,
whether or not they are connected to a wireless network; they can
update the data anytime, from anywhere.
Toshiba
has deployed 290 devices already, with an additional 120 going out
over the next month. The company estimates that an additional 15
minutes of billable time per month per BlackBerry user will pay
for the project within a year. Toshiba has improved its inventory
control and reporting, and decreased its average close time from
8.5 days to 3.9 days, which has helped to dramatically increase
customer satisfaction.
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