Dexterra, Inc., provider of enterprise software to the Mobile 1000, has announced the provision of its mobile field service application for the UK operations of IKON Office Solutions. The implementation of Dexterras Field Service Solution started in March 2004 and has already dramatically reduced IKONs field processing time.
With approximately 40,000 UK customers on contracted service agreements, IKON decided to exceed customer service demands, create efficiency in the field, and improve billing cycles, by introducing a mobile field force automation system from Dexterra. The two phase implementation will be completed by the end of 2004, at which point IKONs 600+ UK technicians will have all the information they require in the field, including locally stored data on parts, products, customer information, technical white papers, and troubleshooting.
We chose Dexterra because they provide the most complete and versatile mobile application and infrastructure in the marketplace today, said Marco Pezzani, national director, customer service for IKON UK. The application is built from the mobile users perspective, making it very easy to use. Our customers are already seeing an improvement in service, which means Dexterra is helping us realise our field service goals.
IKON receives around 2,500 customer requests a day for on-site maintenance. By making technicians virtually self-sufficient in the field and providing all the information they need to their hand-held device, Dexterras application has led to a reduction in call centre traffic of 39.8 per cent, freeing up call centre agents to handle customer calls.
The IKON project is the perfect example of how to truly mobilise a field force. Dexterras technology extended IKONs current IT infrastructure, connected with its legacy database, and gave IKONs technicians all the information they needed to do their jobs more efficiently, saving IKON money while improving customer service, explained Steve Young, Dexterras GM in Europe.
In addition to the mobile application, Dexterra also provided the other components of its mobility platform, Dexterra Server and Dexterra Studio. Dexterra Server is structured to handle fast implementation and change management, as well as connecting to multiple types of enterprise software applications. Dexterra Studio is a powerful development environment that allows customers to customise Dexterras applications to meet specific requirements.
IKONs implementation of Dexterras mobile field service platform is expected to have complete workforce adoption and knowledge ramp-up within six months and 100 per cent ROI in just over 14 months.