AUTOMATED FIELD SERVICE SAVES SUN MICROSYSTEMS $50,000 PER MONTH
Sun realized that it was necessary to replace mobile phones and pagers with an appropriate device and a streamlined process. Sun’s technical requirements were somewhat of a challenge – it refused to consider anything on a Windows platform. Sun contracted with Cingular Wireless to help develop a solution to solve its problem. Cingular worked closely with Sun in a consultative role to assess the current field service process and to test the viability of various devices and platforms. Sun finally settled on the Palm Treo 650, with a custom field service application developed by Sun. Now, field technicians are alerted to new trouble tickets via SMS (short message service), and they are able to remotely download case and task information on the Treo.
Sun is very enthusiastic about its results – the solution has reduced field service support costs (particularly in dispatch) by approximately $50,000 per month. In addition, service response times are improved. And, the solution integrated with Sun’s existing core back end systems without modification.