Transactions: Customer Wins for September 7, 2004

Antenna Software, a wireless solutions provider for the mobile field service industry, announced today that Heineken Ireland tapped Antenna Software A3 applications to manage its planned cleaning and break/fix service initiatives at 8,000 venues that serve Heineken products on tap. Through its implementation of the Antenna A3 SmartClient for Siebel solution, designed to wirelessly extend Siebel's enterprise system to RIM 7230 BlackBerry devices (carried by its service teams), Heineken Ireland's service technicians will have access to real-time work order and customer data from the company's back-end Siebel service management system.

Heineken will also deploy Antenna A3 Studio, an open standards-based application development platform that enables organizations to customize, configure, administer, and maintain their mobile applications. It transparently supports multiple device-form factors, networks, and back-end systems as well as providing the capability to update applications over the air, without taking devices out of the field.

KnowledgeBase Solutions, a KM software company for customer support and self-service, announced that TDK Electronics Corporation, a provider of digital recording and playback solutions, has deployed KnowledgeBase.net version 4.0 for online customer self-service. The solution provides FAQs and a searchable knowledge base, to assist TDK Electronics customers to answer their own questions about technical how-to information on firmware, DVDs, CDs, and MP3 players. The solution includes product troubleshooting and tips--the company plans to significantly reduce its volume of inbound customer phone calls, emails, and chats.

Exstream Software announced that its Dialogue software has been selected by Baltimore Gas and Electric Company (BGE), the regulated utility serving central Maryland, to create more than 1.3 million personalized customer communications every month. BGE will implement Dialogue to build personalized documents that include targeted customer communications, data-driven charts and graphics, and the use of color. BGE plans to reduce costs and maintain greater control over the creation of customer documents with Exstream, while being able to outsource production and delivery to its third-party service provider.

Parature announced that Florida State University (FSU) has chosen its Campus Support Solution. FSU has implemented Parature's knowledge-base references, download features, trouble-ticket submission, survey features, and integrated contact management piece. The solution was fully deployed within a month, and has already allowed FSU to service more calls and increase its productivity by 20 percent.

Related articles:

Hitting the Books

Most institutions must overcome rusty IT infrastructures.

CRM Covers
for qualified subscribers
Subscribe Now Current Issue Past Issues