Case Study

Mission Critical Field Service: Motorola Canada

Source: IFS North America

Motorola Canada, a division of the global communications leader, had just won a huge contract. They would be supplying and supporting the communications for the police, fire and emergency services for the province of Quebec.

To do that effectively, they needed to fully automate their mission-critical field service processes, including call center, scheduling and install base manage- ment. They wanted to extend the solution out to the field via a mobile component, and needed a web-portal that subcontractors could use to report their parts usage. Finally, the solution needed to be presented in multiple languages to support the end-user base.

They were starting from scratch, and working on a very tight deadline—they needed to have 100 users live within a month.

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