Case Study. Antenna Software on BlackBerry Smartphones Extends Mobile Ticketing System to Service Technicians

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Case Study. Antenna Software on BlackBerry Smartphones Extends Mobile Ticketing System to Service Technicians"

Transcription

1 Case Study Antenna Software on BlackBerry Smartphones Extends Mobile Ticketing System to Service Technicians Company: Toshiba America Medical Systems, Inc. sells and services diagnostic equipment such as MRI, CT, X-Ray and Vascular technologies. Industry: Life Sciences, Manufacturing/ Technology Region: Americas Company Size: Large Enterprise Environment: IBM Lotus Domino Type of Solution: Field Service, CRM and Dispatch Operations BlackBerry Partner Solution: Antenna Software Field Service Solution by Antenna Software Challenge: Toshiba America Medical Systems makes service commitments to its customers about their repair response times. Dispatching Customer Engineers (CE) to customer sites with pagers and phones was slowing them down and making it difficult to deliver on their service guarantees. Solution: Building on their existing BlackBerry Enterprise Solution, 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. Results: Cost effectively met business objectives Easy to deploy and manage Gained a customized service application Adoption in the field

2 The Challenge: Meet Service Needs with an Affordable Solution Toshiba America Medical Systems Inc. employs Customer Engineers (CE) to service the medical equipment they sell MRI, CT, X-Ray and Vascular technologies. Because this is critical diagnostic technology, important to helping patients, TAMS guarantees its clients 98% uptime. It also commits that a CE will answer a service call within 15 minutes and be onsite within two to four hours. Their challenge was meeting Service Level Agreements (SLAs) using yesterday s communications technology. Pagers, phones and laptops were the primary tools a CE used to handle a customer service call. There were significant wait times for CEs contacting the Assist Center, Toshiba s dispatch Call Center. Plus, information about the inventory used or case close times was often held up until CEs had a chance to use their laptops to login to the company s Citrix server and update the Amdocs Clarify CRM database. While improving service and efficiency were the main goals, Toshiba wanted a solution that would not require significant IT costs, increasing resources or having to dismantle their current CRM systems. Why BlackBerry? Toshiba was already using BlackBerry smartphones to offer executives , calendar and contacts on-the-go. It was an obvious choice to leverage their investment in the BlackBerry Enterprise Solution to also run a wireless application that could improve the efficiency of their field personnel. When they found Antenna Software, a BlackBerry Alliance Partner, the entire plan came together. The Antenna Field Service Solution is designed to make wireless links to common business objects found in Amdocs Clarify CRM. Antenna s hosted service delivery model handles the delivery and management of all the information between the BlackBerry devices, the BlackBerry Enterprise Server and the CRM system. For Toshiba, this meant they could use much of the technology they already had in place. Antenna had connectors to our legacy CRM solution, which meant we didn t have to put in a new field service call center application for the project, says Glenn Servis, Senior Director, Information Technology. Having to reinvent things would certainly have been a more expensive endeavor, so the BlackBerry solution made good use of our existing technology. Servis also liked that the BlackBerry Enterprise Solution has built in IT management features that simplify his ability to deploy and manage the application on the BlackBerry smartphones. We knew we wouldn t have to do much to keep the devices active and that we could push out updates over-the-air, he says. The BlackBerry smartphone itself was also a plus since its proven battery life would be an advantage to technicians away from the office all day. You can have an application running on this rugged device all day without having to recharge it, says Servis. Push technology was also a plus for us we liked that a technician could go in and out of coverage and the information would still be pushed to their BlackBerry smartphone once they had a signal. Toshiba has seen the most improvement when it comes to the productivity of our Customer Engineer. The BlackBerry Solution added significant benefit to Toshiba by offsetting any infrastructure cost. ~ Glen Servis, Senior Director, Information Technology 2

3 Partner Profile: Extending CRM Data to the Field Company: Antenna Software More than 20 years of providing mobile solutions; 125,000 active users across 100 enterprise customers Provides real-time mobility solutions that solve realworld problems, including messaging, voice or data Mobilizes business-critical applications in real-time Featured Product: Antenna Field Service Application Type: Field Service/CRM Dispatch Operations Antenna customized their base application to meet our workflow and that was a big part of their value to us. I really liked that they provided us with a proof-of-concept version so we could see what was possible. ~ Glenn Servis Senior Director, Information Technology No two CRM systems are the same, which is where Antenna Software proved the most value to Toshiba. Servis explains that the existing Antenna Field Service Solution provided a good foundation for matching the Toshiba workflow. But, Antenna needed to customize approximately 60% of its solution to be a perfect match to the Toshiba CRM solution. One of the main areas of customization was in the inventory portion. Toshiba wanted its CEs to be able to wirelessly look up parts and serial numbers. Our challenge was to accurately describe our process and workflow so Antenna could understand what we needed and then develop to that standard, says Servis. They learned our needs and came back with an approach that is working in the field and helping save our CEs time. The new Antenna mobile application means cases are dispatched directly to the BlackBerry smartphone. A CE has the ability to see the job as it comes in, accept or reject it, provide activity updates and debrief a particular case all while reducing the number of calls to the Assist Center. It s definitely easier now because you have it all at your fingertips, says Bob Castro, a CE and Senior Zone Specialist. I no longer have to wait on hold for a dispatcher to be free. The Antenna Software hosted model is the gateway between the data sent from the smartphones and the CRM solution. Once a transaction is sent to the Antenna Mobile Gateway, or the hosted portion of the solution, it is run through the BlackBerry Mobile Data System, so it takes advantage of the end-to-end security of the BlackBerry Enterprise Solution. The hosted component has worked out well for us because Antenna has a much more sophisticated network operating center than I could deploy here, says Servis. The field service solution is already paying off in the field. Toshiba won two mobile service awards the 2006 Best Service & Support Strategy Implemented Field Service Award from WB Research; and the 2006 Mobilizer Award - Best ROI from Mobile Enterprise Magazine. For more information, visit 3

4 And the business is pleased it can track results in these key areas: CEs call the Assist Center less often: Customer wait times have been reduced from 50 seconds to 20 seconds, and the number of escalated service calls have decreased. CE s no longer have to carry laptops or pagers to complete a service call: They use the BlackBerry smartphone to efficiently receive and debrief service calls as well as manage their daily s Inventory is checked and logged in the CRM system as it s used: This keeps costs down and simplifies the CE s work. Cases are now closed in seven days versus the 13 days they used to take: Executives improve their understanding of the business and serve customers better. Antenna had connectors to our legacy CRM solution, which meant we didn t have to put in a new field service call center application for the project. Having to reinvent things would certainly have been a more expensive endeavor, so the BlackBerry solution made good use of our existing technology. Glen Servis Senior Director Information Technology Involving Users Every Step of the Way While it seems obvious that piloting a solution before you invest makes sense, TAMS also believes they gained greater buy-in from their CEs by involving them early. One of the first things they did was deploy the BlackBerry smartphones just to get people used to typing, sending and making appointments on newer, smaller devices. The technicians liked being involved in this development phase because they got to build some comfort with the device, says Servis. When they moved to road testing the Antenna field service application, approximately 10 CEs were involved in the development stages. It gave us their real-world experience and helped us get the glitches out before we launched the full blown solution, he says. It really showed how it would cut down on my workload because the bulk of the cases can be dispatched to me and I can debrief them on one smartphone, says Castro, reinforcing its usefulness to CEs. Being able to check what s in inventory from the thousands of parts in stock, without making a call or checking a binder of information, was a real bonus. The pilot project also helped Servis understand and appreciate his vendor s capabilities. You simulate everything before it s launched live so you can validate over-the-air updates, he says. Plus, we were able to map the workflow of the desktop application and that ultimately made it easier for our users to learn to use the wireless version. 54

5 Results With our BlackBerry and Antenna solution, the business sees that IT is part of a successful project that supports corporate objectives and makes things easier in the field. Glen Servis Senior Director Information Technology For more information on BlackBerry solutions, visit Cost Effectively Met Business Objectives: Being able to extend their existing investments in the BlackBerry Enterprise Solution and the Amdocs Clarify CRM system was more economical than starting over with new technology. Gained a Customized Service Application: Toshiba was able to use the workflow already built into their CRM system for field service ticketing because Antenna Software customized their wireless platform to meet the specific needs. Easy to Deploy and Manage: The IT management features of the BlackBerry Enterprise Solution make it easier to deploy smartphones and push out software updates over-the-air. Antenna s hosted gateway took away the IT pressure of TAMS having to manage the flow of data themselves or increase their IT resources. Adoption in the Field: Because CEs were involved in the piloting of the solution, they were more willing to accept the new wireless approach to handling their service calls; their readiness to use the solution improves TAMS ability to deliver exceptional customer service and drive competitive advantage. The above information regarding third party products and services is provided in this document for your information. Since third parties provide the information to Research In Motion Limited ( RIM ) and RIM relies on the information without performing any independent investigations, RIM makes no warranty or guarantee concerning the features, reliability, or pricing of the third party products or services, or their compatibility with any RIM products. Check with service provider for availability, roaming arrangements and service plans. Certain features outlined in this document require a minimum version of BlackBerry Enterprise Server Software, BlackBerry Desktop Software, BlackBerry device software and/or BlackBerry devices and may require additional development or third party products and/or services for access to corporate applications. Prior to subscribing to or implementing any third party products and services, it is your responsibility to ensure that the airtime service provider you are working with has agreed to support all of the features of the third party products and services. Installation and use of third party products and services with Research In Motion s ( RIM ) products and services may require one or more patent, trademark or copyright licenses in order to avoid infringement of the intellectual property rights of others. You are solely responsible for determining whether such third party licenses are required and are responsible for acquiring any such licenses. To the extent that such intellectual property licenses may be required, RIM expressly recommends that you do not install or use these products and services until all such applicable licenses have been acquired by you or on your behalf. Your use of third party software shall be governed by and subject to you agreeing to the terms of separate software licenses, if any, for those products or services. Any third party products or services that are provided with RIM s products and services are provided as is. RIM makes no representation, warranty or guarantee whatsoever in relation to the third party products or services and RIM assumes no liability whatsoever in relation to the third party products and services even if RIM has been advised of the possibility of such damages or can anticipate such damages Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, Research In Motion, BlackBerry, BlackBerry Enterprise Server, BlackBerry and BlackBerry Enterprise Server are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries. All other brands, product names, company names, trademarks and service marks are the properties of their respective owners. Printed in Canada. MKT

Case Study Leading Healthcare Equipment Provider Improves Field Service Operations and Service Levels

Case Study Leading Healthcare Equipment Provider Improves Field Service Operations and Service Levels Case Study Leading Healthcare Equipment Provider Improves Field Service Operations and Service Levels Company: Cytyc Corporation is a leading provider of medical products and devices targeted at women

More information

BlackBerry Enterprise Solution

BlackBerry Enterprise Solution BlackBerry Enterprise Solution The leading wireless solution for connecting mobile users to the customers, colleagues and information that drive business. BlackBerry Enterprise Solution Mobilize Your Email,

More information

BlackBerry Enterprise Solution and RSA SecurID

BlackBerry Enterprise Solution and RSA SecurID Technology Overview BlackBerry Enterprise Solution and RSA SecurID Leveraging Two-Factor Authentication to Provide Secure Access to Corporate Resources Table of Contents Executive Summary 3 Empowering

More information

Case Study. School Bus Operator Drives Competitive Advantage with BlackBerry Solution

Case Study. School Bus Operator Drives Competitive Advantage with BlackBerry Solution Case Study School Bus Operator Drives Competitive Advantage with BlackBerry Solution Company: Southland Transportation Ltd. is a family-owned transportation company providing school bus and other transportation

More information

BlackBerry Business Solutions. Welcome to a world where your

BlackBerry Business Solutions. Welcome to a world where your BlackBerry Business Solutions Welcome to a world where your business goes with you. What you ll find inside: BlackBerry Business Solutions In an ideal world, your business would be everywhere you are.

More information

Life is now. www.vodafone.com.mt

Life is now. www.vodafone.com.mt BlackBerry Enterprise Solution Mobilise Your E-mail and Enterprise Applications The leading wireless solution for connecting mobile users to the customers, colleagues and information that drive business.

More information

BlackBerry Mobile Voice System

BlackBerry Mobile Voice System B l a c k B e r r y M o b i l e Vo i c e S y s t e m BlackBerry Mobile Voice System Mobile Unified Communications Mobile Voice System ( MVS) is designed to unify desk phone features on smartphones and

More information

BlackBerry Mobile Voice System

BlackBerry Mobile Voice System BlackBerry Mobile Voice System BlackBerry Mobile Voice System Mobile Unified Communications BlackBerry Mobile Voice System (BlackBerry MVS) brings desk phone features to BlackBerry smartphones. Work with

More information

BlackBerry Enterprise Solution

BlackBerry Enterprise Solution BlackBerry Enterprise Server BlackBerry Enterprise Solution The leading wireless solution for connecting mobile users to the customers, colleagues and information that drive business. Mobilize your email,

More information

BlackBerry smartphones.

BlackBerry smartphones. Case Study Industry: Construction Business Challenge: Morrison Homes manual process for issuing variance purchase orders (VPOs) burdened mobile construction site supervisors with paperwork, and kept office

More information

Case Study. Lawyers Use BigHand Mobile Dictation Application on BlackBerry Smartphones to Maximize their Valuable Time.

Case Study. Lawyers Use BigHand Mobile Dictation Application on BlackBerry Smartphones to Maximize their Valuable Time. Case Study Russell Kennedy Lawyers Use BigHand Mobile Dictation Application on BlackBerry Smartphones to Maximize their Valuable Time Company: Russell Kennedy is a commercial law firm located in Melbourne,

More information

BlackBerry Mobile Voice System

BlackBerry Mobile Voice System BlackBerry Mobile Voice System Mobile Unified Communications BlackBerry Mobile Voice System (BlackBerry MVS) brings desk phone features to BlackBerry smartphones. Work with one business number at the office

More information

BlackBerry Mobile Voice System - BlackBerry MVS Client

BlackBerry Mobile Voice System - BlackBerry MVS Client BlackBerry Mobile Voice System - BlackBerry MVS Client BlackBerry Device Software 5.0 User Guide Version: 5.2 SWD-1249531-0316085151-001 Contents Basics... 2 About the BlackBerry MVS Client... 2... 3 basics...

More information

GOING MOBILE. Developing an application mobilization plan for your business

GOING MOBILE. Developing an application mobilization plan for your business GOING MOBILE Developing an application mobilization plan for your business plan for your business 1 Going Mobile To compete in today s marketplace, it s not enough to be efficient on your home turf. Successful

More information

Understanding High Availability

Understanding High Availability Understanding High Availability Technical Whitepaper for the BlackBerry Enterprise Server Understanding High Availability Technical Whitepaper for the BlackBerry Enterprise Server Table of Contents Introduction

More information

Administration Guide. Wireless software upgrades

Administration Guide. Wireless software upgrades Administration Guide Wireless software upgrades SWDT207654-207654-0727045705-001 Contents Upgrading the BlackBerry Device Software over the wireless network... 3 Wireless software upgrades... 3 Sources

More information

Managed Mobility Services. End-user workplace management for mobile workforces. HP Services

Managed Mobility Services. End-user workplace management for mobile workforces. HP Services Managed Mobility Services End-user workplace management for mobile workforces HP Services From initial planning and design to integration and implementation, we offer support at every step. Managing mobility

More information

BlackBerry Business Solutions for Manufacturing. Ideal solutions from the top floor to the shop floor.

BlackBerry Business Solutions for Manufacturing. Ideal solutions from the top floor to the shop floor. BlackBerry Business Solutions for Manufacturing Ideal solutions from the top floor to the shop floor. About BlackBerry Business Solutions. BlackBerry Business Solutions are about much more than wireless

More information

BlackBerry Enterprise Server Express. Version: 5.0 Service Pack: 4. Update Guide

BlackBerry Enterprise Server Express. Version: 5.0 Service Pack: 4. Update Guide BlackBerry Enterprise Server Express Version: 5.0 Service Pack: 4 Update Guide Published: 2012-08-31 SWD-20120831100948745 Contents 1 About this guide... 4 2 Overview: BlackBerry Enterprise Server Express...

More information

BlackBerry Enterprise Server Express

BlackBerry Enterprise Server Express BlackBerry Enterprise Server Express The freedom to connect more people Great things happen when employees get together. Connect two people using the BlackBerry solution and ideas get bigger. Progress

More information

Updating Your BlackBerry Device Software. Update Guide

Updating Your BlackBerry Device Software. Update Guide Updating Your BlackBerry Device Software Update Guide SWD-1703221-0229095919-001 Contents... 2 About updating the... 2 Software update icons... 2 Update the from a website... 3 Update the over the wireless

More information

BlackBerry Enterprise Server. BlackBerry Administration Service Roles and Permissions Version: 5.0 Service Pack: 4.

BlackBerry Enterprise Server. BlackBerry Administration Service Roles and Permissions Version: 5.0 Service Pack: 4. BlackBerry Enterprise Server BlackBerry Administration Service Roles and Permissions Version: 5.0 Service Pack: 4 Reference Guide Published: 2013-03-28 SWD-20130328143914668 Contents 1 Administrative s

More information

Mobile CRM A Customer Relationship Management White Paper

Mobile CRM A Customer Relationship Management White Paper A Customer Relationship Management White Paper Mobile CRM White Paper i Table of Contents Mobile CRM... 1 Mobile Marketplace... 1 Mobile Business Management... 1 Mobile Device Management... 2 Manage Contacts

More information

Nice Office from AT&T

Nice Office from AT&T Nice Office from AT&T 2010 AT&T Intellectual Property. All rights reserved. AT&T, AT&T logo and all other marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies.

More information

Antenna s AMPower Sales to Mobilize Oracle s Siebel CRM On Demand Solution

Antenna s AMPower Sales to Mobilize Oracle s Siebel CRM On Demand Solution Real-Time Business Metrics and Customer Data on BlackBerry Handheld Devices Sparks Productivity and Efficiency of Sales Managers Case Study: DIRECTV Installs Antenna s AMPower Sales to Mobilize Oracle

More information

User Guide. BlackBerry Remote Stereo Gateway

User Guide. BlackBerry Remote Stereo Gateway User Guide BlackBerry Remote Stereo Gateway MAT-17698-001 PRINTSPEC-021 SWD-324580-0416090732-001 Contents Basics...3 About the BlackBerry Remote Stereo Gateway...3 Components...4 LED notification...5

More information

BlackBerry Business Solutions for Sales

BlackBerry Business Solutions for Sales BlackBerry Business Solutions for Sales Ideal solutions for SALES ON THE GO AND ON THE SPOT. About BlackBerry Business Solutions. BlackBerry Business Solutions are about much more than wireless email.

More information

Updating Your BlackBerry Device Software Version: 5.0. Update Guide

Updating Your BlackBerry Device Software Version: 5.0. Update Guide Updating Your Version: 5.0 Update Guide SWD-934286-1030044722-001 Contents... 2 About updating the... 2 Update the over the wireless network... 2 Return to the previous version of the... 3 Delete the previous

More information

Mobilizing Your CRM. Whitepaper. August 2011. Exploring the Benefits and Considerations. Copyright 2009-2011 CWR Mobility B.V.

Mobilizing Your CRM. Whitepaper. August 2011. Exploring the Benefits and Considerations. Copyright 2009-2011 CWR Mobility B.V. Customer Support Program Page 1 of 16 Version 1.3 August 2011 Mobilizing Your CRM Exploring the Benefits and Considerations Whitepaper Copyright 2009-2011 B.V. Mobilizing Your CRM: Exploring the Benefits

More information

Cognos 8 Go! Mobile BlackBerry 'Pull' Install

Cognos 8 Go! Mobile BlackBerry 'Pull' Install Proven Practice Cognos 8 Go! Mobile BlackBerry 'Pull' Install Product(s): Cognos 8 Go! Mobile Area of Interest: Infrastructure Cognos 8 Go! Mobile BlackBerry 'Pull' Install 2 Copyright Your use of this

More information

Mobile and enterprise access solutions White paper January 2007. Stay connected: A successful mobile device strategy drives productivity.

Mobile and enterprise access solutions White paper January 2007. Stay connected: A successful mobile device strategy drives productivity. Mobile and enterprise access solutions White paper January 2007 Stay connected: A successful mobile. Page 2 Contents 2 Introduction 2 Delivering a mobile office that s as productive as the traditional

More information

BlackBerry Mobile Conferencing

BlackBerry Mobile Conferencing BlackBerry Mobile Conferencing BlackBerry Device Software 5.0 User Guide Version: 3.0 SWD-1908281-0130021643-001 Contents Conference call basics... 2 About BlackBerry Mobile Conferencing... 2 Join a conference

More information

BAE Systems streamlines IT services and asset management with IBM Maximo solutions.

BAE Systems streamlines IT services and asset management with IBM Maximo solutions. IBM Case Study BAE Systems streamlines IT services and asset management with IBM Maximo solutions. Overview Challenge Gain global visibility of an infrastructure featuring 50,000 IT assets including the

More information

STOP READ THIS FIRST Creating Your BlackBerry E-Mail Account Guide

STOP READ THIS FIRST Creating Your BlackBerry E-Mail Account Guide RCL40184-8.5x11 12/8/04 12:41 PM Page 1 STOP READ THIS FIRST Creating Your BlackBerry E-Mail Account Guide RCL40184-8.5x11 12/8/04 12:41 PM Page 2 Welcome to your BlackBerry handheld set-up. Follow these

More information

Deploying Java Applications

Deploying Java Applications Deploying Java Applications Contents Executive summary...3 Audience...3 BlackBerry solutions...3 BlackBerry Internet Solution...3 BlackBerry Enterprise Solution...4 Developing Java applications for BlackBerry

More information

Case Study. Homebuilder Brings Wireless Business Process Automation to the Construction Site with BlackBerry Solution

Case Study. Homebuilder Brings Wireless Business Process Automation to the Construction Site with BlackBerry Solution Case Study Homebuilder Brings Wireless Business Process Automation to the Construction Site with BlackBerry Solution Company: Morrison Homes is a high-end home builder, established in 1961. The company

More information

Coca-Cola Bottling Company taps into a rich collaboration platform with integrated VoIP

Coca-Cola Bottling Company taps into a rich collaboration platform with integrated VoIP IBM Case Study Coca-Cola Bottling Company taps into a rich collaboration platform with integrated VoIP Overview Challenge An aging and unreliable phone system was proving increasingly costly to support,

More information

BlackBerry Enterprise Server Resource Kit BlackBerry Analysis, Monitoring, and Troubleshooting Tools Version: 5.0 Service Pack: 2.

BlackBerry Enterprise Server Resource Kit BlackBerry Analysis, Monitoring, and Troubleshooting Tools Version: 5.0 Service Pack: 2. BlackBerry Enterprise Server Resource Kit BlackBerry Analysis, Monitoring, and Troubleshooting Tools Version: 5.0 Service Pack: 2 Release Notes Published: 2010-06-04 SWD-1155103-0604111944-001 Contents

More information

Xerox Corporation Delivers Leading- Edge Customer Service using the Antenna Mobility Platform

Xerox Corporation Delivers Leading- Edge Customer Service using the Antenna Mobility Platform Mobile field service application drives key productivity benefits now; mobility platform puts IT in pole position for the future Case Study: Xerox Corporation Delivers Leading- Edge Customer Service using

More information

Technical Case Study. The Anatomy of a Custom BlackBerry Field Force Application. The Business Case

Technical Case Study. The Anatomy of a Custom BlackBerry Field Force Application. The Business Case Technical Case Study The Anatomy of a Custom BlackBerry Field Force Application BÖWE BELL + HOWELL s field technicians work at customer locations to keep high volume mail production equipment running smoothly.

More information

7 Steps to Guide Your Field Service Technology Purchase

7 Steps to Guide Your Field Service Technology Purchase BUY ER S G UID E 7 Steps to Guide Your Field Service Technology Purchase Field service leaders across industries are looking for ways to modernize and streamline their service organizations. With increasingly

More information

Collaboration solutions for midsized businesses Buyer s guide

Collaboration solutions for midsized businesses Buyer s guide Collaboration solutions for midsized businesses Buyer s guide Increase productivity by improving collaboration across and beyond your business. Give employees access to the information, people and resources

More information

Managing Wireless BlackBerry Device Software Updates on the BlackBerry Enterprise Server

Managing Wireless BlackBerry Device Software Updates on the BlackBerry Enterprise Server Managing Wireless BlackBerry Device Software Updates on the BlackBerry Enterprise Server Trainer Date 2.0 Managing wireless BlackBerry Device Software updates on the BlackBerry Enterprise Server Agenda

More information

TECHNICIAN MOTIVATION

TECHNICIAN MOTIVATION dustries Westmor In TECHNICIAN MOTIVATION MOBILE FORMS Mark Kragenbring of Westmor Industries discusses using KPIs to drive technician performance and motivation. FieldTechnologiesOnline.com An electrical

More information

Amazon MP3 for BlackBerry Smartphones User Guide

Amazon MP3 for BlackBerry Smartphones User Guide Amazon MP3 for BlackBerry Smartphones User Guide Version: 1.0 SWD-1337789-0214015234-001 Contents About Amazon MP3 for BlackBerry smartphones... 2 Requirements... 3 Browsing and searching... 4 Browse songs

More information

Wi-Fi calling for business: ROGERS WHITE PAPER. An Executive Overview

Wi-Fi calling for business: ROGERS WHITE PAPER. An Executive Overview 1 ROGERS WHITE PAPER Wi-fi calling for business An Executive Overview page 2 2 TABLE OF CONTENTS Introduction 3 What Is Wi-Fi Calling? 4 How Does It Work? 5 What Are the Business Benefits? 7 What Are the

More information

Managed Services. From Brennan IT

Managed Services. From Brennan IT Managed Services From Brennan IT Managed Services From Brennan IT Let us simplify the management of your IT and help deliver technology solutions that work exactly the way you want. 01 Key Benefits 02

More information

Field Service Management in the Cloud

Field Service Management in the Cloud Field Service Management in the Cloud The Rise of Cloud Applications for Mission-Critical Tasks ORACLE WHITE PAPER DECEMBER 2014 Introduction Since the introduction of cloud applications for customer relationship

More information

Experience Business Success Invest in Microsoft CRM Today

Experience Business Success Invest in Microsoft CRM Today Experience Business Success Invest in Microsoft CRM Today Published: August 2005 The information contained in this document represents the current view of Microsoft Corporation on the issues discussed

More information

Service Lifecycle Management Solutions

Service Lifecycle Management Solutions Service Lifecycle Management Solutions Complete Visibility & Control of Your Service Supply Chain The service landscape is shifting. Customer demands continue to increase. It is no longer enough to just

More information

Enterprise Mobility FUJITSU CONSULTING. Productivity on the Move

Enterprise Mobility FUJITSU CONSULTING. Productivity on the Move Productivity on the Move Enterprise Mobility Client Challenges Wherever people work is the place they need the information to do their jobs with maximum efficiency. Fulfilling that need is the basic challenge

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

Use product solutions from IBM Tivoli software to align with the best practices of the Information Technology Infrastructure Library (ITIL).

Use product solutions from IBM Tivoli software to align with the best practices of the Information Technology Infrastructure Library (ITIL). ITIL-aligned solutions White paper Use product solutions from IBM Tivoli software to align with the best practices of the Information Technology Infrastructure Library (ITIL). January 2005 2 Contents 2

More information

BlackBerry Enterprise Server Application Push FAQ

BlackBerry Enterprise Server Application Push FAQ BlackBerry Enterprise Server Application Push FAQ We have a custom BlackBerry application that is dependent on certain versions of the BlackBerry OS. Can we use an IT Policy to install the application

More information

The Cross-Media Contact Center

The Cross-Media Contact Center Whitepaper The Cross-Media Contact Center The Next-Generation Replacement for the Traditional Call Center Intel in Communications Executive Summary Because call centers are a principal point of contact

More information

Windows Embedded Security and Surveillance Solutions

Windows Embedded Security and Surveillance Solutions Windows Embedded Security and Surveillance Solutions Windows Embedded 2010 Page 1 Copyright The information contained in this document represents the current view of Microsoft Corporation on the issues

More information

Bluetooth Technology on the BlackBerry Smartphone

Bluetooth Technology on the BlackBerry Smartphone Bluetooth Technology on the BlackBerry Smartphone This job aid describes how to set up Bluetooth technology on BlackBerry smartphones running BlackBerry Device Software 5.x, BlackBerry 6.x, and BlackBerry

More information

Wireless Solutions Beyond Email

Wireless Solutions Beyond Email Wireless Solutions Beyond Email Wireless Solutions Beyond Email Agenda Wireless Beyond Email in the Enterprise Key Success Factors for Wireless Enterprise Applications Understanding ROI & TCO for Wireless

More information

Postal Agency Reduces Costs by 20 Percent with Automated Deployments and Private Cloud

Postal Agency Reduces Costs by 20 Percent with Automated Deployments and Private Cloud Microsoft System Center 2012 Customer Solution Case Study Postal Agency Reduces Costs by 20 Percent with Automated Deployments and Private Cloud Overview Country or Region: United Kingdom Industry: Government

More information

GOVERNMENT. Helping governments transform public service delivery with efficient, citizen-centric solutions

GOVERNMENT. Helping governments transform public service delivery with efficient, citizen-centric solutions GOVERNMENT Helping governments transform public service delivery with efficient, citizen-centric solutions The private sector has revolutionized customer service during the last five years. Customers now

More information

McAfee Enterprise Mobility Management Versus Microsoft Exchange ActiveSync

McAfee Enterprise Mobility Management Versus Microsoft Exchange ActiveSync McAfee Enterprise Mobility Management Versus Microsoft Secure, easy, and scalable mobile device management Table of Contents What Can Do? 3 The smartphone revolution is sweeping the enterprise 3 Can enterprises

More information

Call Recording with BlackBerry smartphones. The CIO s Guide

Call Recording with BlackBerry smartphones. The CIO s Guide To help manage risk and comply with regulations, many businesses in the financial and other sectors are recording telephone conversations, including those on mobile devices. To help them achieve compliance,

More information

Discover what the power of one service provider can do for your bank.

Discover what the power of one service provider can do for your bank. N C R T O TA L AT M S E RV I C E S Discover what the power of one service provider can do for your bank. NCR TOTAL ATM SERVICES As the most touched point of interaction with customers, your ATM network

More information

Choosing a Server to Fit Your Business. A step-by-step guide to help businesses maximize the benefits of Intel. Xeon -based server solutions.

Choosing a Server to Fit Your Business. A step-by-step guide to help businesses maximize the benefits of Intel. Xeon -based server solutions. Choosing a Server to Fit Your Business. A step-by-step guide to help businesses maximize the benefits of Intel Xeon -based server solutions. Copyright 2005 Intel Corporation. All rights reserved. Intel,

More information

BlackBerry Business Solutions for Professional Services Firms IDEAL SOLUTIONS FOR STAYING ON TOP AND IN TOUCH

BlackBerry Business Solutions for Professional Services Firms IDEAL SOLUTIONS FOR STAYING ON TOP AND IN TOUCH BlackBerry Business Solutions for Professional Services Firms IDEAL SOLUTIONS FOR STAYING ON TOP AND IN TOUCH About BlackBerry Business Solutions. BlackBerry Business Solutions are about much more than

More information

Business Impact of Application Performance Problems

Business Impact of Application Performance Problems Business Impact of Application Performance Problems White Paper from ManageEngine Web: email: appmanager-support@manageengine.com Table of Contents 1. Introduction 2. Challenges 1. Organizations in B2B

More information

Understanding the BlackBerry Enterprise Server Resource Kit Information Session

Understanding the BlackBerry Enterprise Server Resource Kit Information Session Understanding the BlackBerry Enterprise Server Resource Kit Information Session Originally posted: March 2009 Summary This document provides questions and answers from the Understanding the BlackBerry

More information

Boost your VDI Confidence with Monitoring and Load Testing

Boost your VDI Confidence with Monitoring and Load Testing White Paper Boost your VDI Confidence with Monitoring and Load Testing How combining monitoring tools and load testing tools offers a complete solution for VDI performance assurance By Adam Carter, Product

More information

Setting Up on Your BlackBerry 8703e TM, Powered by Sprint PCS

Setting Up  on Your BlackBerry 8703e TM, Powered by Sprint PCS on Your BlackBerry 8703e TM, Powered by Sprint PCS 2006 Sprint Nextel. All rights reserved. SPRINT, the Going Forward logo, and other trademarks are trademarks of Sprint Nextel. The BlackBerry and RIM

More information

GOOD TECHNOLOGY TM MOBILITY INDEX REPORT Q2 2014

GOOD TECHNOLOGY TM MOBILITY INDEX REPORT Q2 2014 RESEARCH REPORT GOOD TECHNOLOGY TM MOBILITY INDEX REPORT Q2 2014 Report on App, Platform and Device Preferences from the Leader in Secure Mobility This report is part of the Good Technology Mobility Index,

More information

JD Edwards EnterpriseOne Mobile Solutions

JD Edwards EnterpriseOne Mobile Solutions Specialists ORACLE / JD Edwards JD Edwards EnterpriseOne Mobile Solutions 1 Agenda Mobile Computing Smart Phones Oracle ADF Overview Tablets Industrial Mobile Applications Summary 2 Mobile Computing 3

More information

2013 StorageCraft. All rights reserved. CASE STUDY: CONNECTICUT COMPUTER SERVICE

2013 StorageCraft. All rights reserved. CASE STUDY: CONNECTICUT COMPUTER SERVICE 1 CASE STUDY: CONNECTICUT COMPUTER SERVICE TRANSITIONING TO MANAGED SERVICES Thirty years ago, the managed services provider (MSP) business model didn t exist. So in 1983, when Connecticut Computer Service

More information

Synchronization Server SDK Version 4.1.2 Release Notes and Known Issues List

Synchronization Server SDK Version 4.1.2 Release Notes and Known Issues List Synchronization Server SDK Version 4.1.2 Release Notes and Known Issues List 2007 Research In Motion Limited. All rights reserved. www.blackberry.com Synchronization Server SDK 2 of 6 NOTE This document

More information

Achieving business agility and cost optimization by reducing IT complexity. The value of adding ESB enrichment to your existing messaging solution

Achieving business agility and cost optimization by reducing IT complexity. The value of adding ESB enrichment to your existing messaging solution Smart SOA application integration with WebSphere software To support your business objectives Achieving business agility and cost optimization by reducing IT complexity. The value of adding ESB enrichment

More information

Fuel Company Uses Online Tools to Energize Employee Communications, Drive Mobility Online Tools

Fuel Company Uses Online Tools to Energize Employee Communications, Drive Mobility Online Tools Microsoft Office 365 Customer Solution Case Study Fuel Company Uses Online Tools to Energize Employee Communications, Drive Mobility Online Tools Overview Country or Region: Australia Industry: Other services

More information

Cisco and IBM: Enhancing the Way People Work Through Unified Communications

Cisco and IBM: Enhancing the Way People Work Through Unified Communications Cisco and IBM: Enhancing the Way People Work Through Unified Communications WHITEPAPER August 2007 Cisco and IBM Strategic Alliance: Whitepaper Table of Contents Executive Summary... 1 A Winning Approach...

More information

Using SQL Monitor at Interactive Intelligence

Using SQL Monitor at Interactive Intelligence Using SQL Monitor at Robbie Baxter 93% of Fortune 100 companies use Red Gate's software Using SQL Monitor at Robbie Baxter Database Administrator Summary Business communications software company has used

More information

What's New in BlackBerry Enterprise Server 5.0 SP4 for Novell GroupWise

What's New in BlackBerry Enterprise Server 5.0 SP4 for Novell GroupWise What's New in BlackBerry Enterprise Server 5.0 SP4 for Novell GroupWise Upgrade paths Enhancements to the setup application Administrators can upgrade to BlackBerry Enterprise Server 5.0 SP4 for Novell

More information

Fleet Optimization with IBM Maximo for Transportation

Fleet Optimization with IBM Maximo for Transportation Efficiencies, savings and new opportunities for fleet Fleet Optimization with IBM Maximo for Transportation Highlights Integrates IBM Maximo for Transportation with IBM Fleet Optimization solutions Offers

More information

Optimizing Energy Operations with Machine-to-Machine Communications

Optimizing Energy Operations with Machine-to-Machine Communications Optimizing Energy Operations with Machine-to-Machine Communications Contents Executive Summary... 3 The Role of M2M in Energy Companies... 3 Leveraging a M2M Platform... 5 Key Requirements for M2M Application

More information

Smartphone Enterprise Application Integration

Smartphone Enterprise Application Integration WHITE PAPER MARCH 2011 Smartphone Enterprise Application Integration Rhomobile - Mobilize Your Enterprise Overview For more information on optimal smartphone development please see the Rhomobile White

More information

Enterprise Remote Monitoring

Enterprise Remote Monitoring Enterprise Remote Monitoring Alarm Management, Predictive Maintenance, Advanced Network Security Services For Business-Critical Continuity Can You Really Afford Not To Know? Loss of productivity and the

More information

Compatibility Matrix March 05, 2010

Compatibility Matrix March 05, 2010 BlackBerry Enterprise Server Express Compatibility Matrix March 05, 2010 2010 Research In Motion Limited. All rights reserved. www.rim.com Page: 1 Operating Systems - BlackBerry Enterprise Server Express

More information

PREMIER SUPPORT STANDARD SERVICES BRONZE SILVER GOLD

PREMIER SUPPORT STANDARD SERVICES BRONZE SILVER GOLD SERVICE SUMMARY ITonDemand provides four levels of service to choose from to meet our clients range of needs. Plans can also be customized according to more specific environment needs. PREMIER SUPPORT

More information

Only Athena provides complete command over these common enterprise mobility needs.

Only Athena provides complete command over these common enterprise mobility needs. Mobile devices offer great potential for making your enterprise run faster, smarter, and more profitably. However, mobile devices can create considerable challenges for your IT organization, since they

More information

A Look Back at. Expert Answers to your

A Look Back at. Expert Answers to your A Look Back at 2012 Expert Answers to your Top SharePoint Questions Microsoft SharePoint is the most popular application of its type ever created. According to Microsoft, more than 65,000 companies manage

More information

Support for Apple Mac and ios Devices

Support for Apple Mac and ios Devices Support for Apple Mac and ios Devices Published: July 29, 2011 For the latest information, please see Microsoft Office 365. The information contained in this document represents the current view of Microsoft

More information

OpenScape Web Collaboration

OpenScape Web Collaboration OpenScape Web Collaboration The quickest and easiest way to collaborate, share and support online Performance-boosting collaboration and secure support from anywhere Issues raised, ideas shared and decisions

More information

Increasing Productivity and Performance with Wireless Tools

Increasing Productivity and Performance with Wireless Tools Increasing Productivity and Performance with Wireless Tools February 2008 Presented to you by: Christine Lima, Research in Motion Facilitate Wireless Collaboration Facilitate wireless collaboration among

More information

GPS Options & Project Planning for Enterprise Mobile Computing

GPS Options & Project Planning for Enterprise Mobile Computing OrbitGPS White Paper GPS Options & Project Planning for Enterprise Mobile Computing 2008 OrbitGPS LLC. All Rights Reserved. Product names mentioned in this manual may be trademarks or registered trademarks

More information

Customer Relationship Management

Customer Relationship Management IBM Global Business Services CRM Customer Relationship Management Solutions from IBM Global Business Services Do you really know your customers? How do they like to interact with you? How do they use your

More information

Motorola Solutions and SAP : Extend the value of your investments in SAP software with mobile apps

Motorola Solutions and SAP : Extend the value of your investments in SAP software with mobile apps Motorola Solutions and SAP : Extend the value of your investments in SAP software with mobile apps 2 Motorola Solutions and SAP: Manufacturing The challenge: Improving efficiency and accuracy throughout

More information

BlackBerry Enterprise Server for Novell GroupWise. Compatibility Matrix March 31, 2010

BlackBerry Enterprise Server for Novell GroupWise. Compatibility Matrix March 31, 2010 BlackBerry Enterprise Server for Novell GroupWise Compatibility Matrix March 3, 200 2009 Research In Motion Limited. All rights reserved. www.rim.com Page: 32 Bit Operating Systems - BlackBerry Enterprise

More information

BlackBerry Travel User Guide

BlackBerry Travel User Guide BlackBerry Travel User Guide Version: 2.5 SWD-2005926-0418040813-001 Contents Getting started... 2 About BlackBerry Travel... 2 Turn off automatic trip syncing... 2 New features and enhancements... 2 Planning

More information

ASSET MANAGEMENT An equipment company leverages automated RFID to offer self-service to its construction customers.

ASSET MANAGEMENT An equipment company leverages automated RFID to offer self-service to its construction customers. NetMotion Wireless Wilson Electronics CONNECTIVITY CHALLENGES Do you struggle with wireless connectivity in the field? Learn what solutions can help. ASSET MANAGEMENT An equipment company leverages automated

More information

Essential 5.0 - Managing the BlackBerry Enterprise Server using the BlackBerry Administration Service

Essential 5.0 - Managing the BlackBerry Enterprise Server using the BlackBerry Administration Service Essential 5.0 - Managing the BlackBerry Enterprise Server using the BlackBerry Administration Service Overview This instructor led course teaches BlackBerry Enterprise Server administrators how to manage

More information

AT&T Business Class Email SM

AT&T Business Class Email SM `` July 2012 AT&T Business Class Email SM Getting Started Guide Welcome to AT&T Website Solutions SM We are focused on providing you the very best service including all the tools necessary to establish

More information

WHITE PAPER THE 7 KEY FACTORS IN CHOOSING A MOBILE DEVICE MANAGEMENT SOLUTION

WHITE PAPER THE 7 KEY FACTORS IN CHOOSING A MOBILE DEVICE MANAGEMENT SOLUTION WHITE PAPER THE 7 KEY FACTORS IN CHOOSING A MOBILE DEVICE MANAGEMENT SOLUTION Executive Summary Managing an increasingly mobile workforce has become one of the most challenging and important responsibilities

More information

Empowering the Enterprise Through Unified Communications & Managed Services Solutions

Empowering the Enterprise Through Unified Communications & Managed Services Solutions Continuant Managed Services Empowering the Enterprise Through Unified Communications & Managed Services Solutions Making the transition from a legacy system to a Unified Communications environment can

More information

introducing The BlackBerry Collaboration Service

introducing The BlackBerry Collaboration Service Introducing the Collaboration Service 10.2 for the Enterprise IM app 3.1 introducing The Collaboration Service Sender Instant Messaging Server Collaboration Service 10 device Recipient V. 1.0 June 2013

More information