To provide CSEs with real-time access to customer information
Antenna Software, a provider of real business mobility services, has announced that Xerox has deployed its AMP Service mobile application to more than 5,500 customer service engineers in North America, Guam, Puerto Rico and the Virgin Islands.
Antenna said that Xerox implemented the mobile application to provide customer service engineers (CSEs) with real-time access to customer information and the ability to update and manage service call details anytime, anywhere.
Xerox selected Antenna Mobility Platform (AMP) Service, powered by Antenna’s AMP platform, to mobilize its field service business processes, starting with its legacy CRM system and migrating to a new Oracle Siebel CRM system, added Antenna.
As a result, the CSEs can dispatch and close service calls effectively, increasing productivity and provide delivery against service level agreements. The AMP foundation is claimed to provide a mobile architecture for IT, allowing Xerox to reduce the costs of supporting multiple mobile device types and to monitor and control a large volume of wireless data traffic.
Antenna also said that Xerox development teams also use AMP Studio, Antenna’s mobile application development environment, to design, build, customize and deploy its mobile application. The graphical interface and components-based development model speed time to deployment and allow an application to be written once and ported automatically to multiple device platforms. For real-time visibility into devices, users and transactions, Xerox takes advantage of the AMP Management Center, a web console with comprehensive mobile management, monitoring and reporting capabilities.
Andy Huber, manager of service systems strategy and technology at Xerox, said: Xerox customers are our priority. To maintain our leadership position we consistently look for solutions that help us better serve those customers. We chose AMP because we see it as one of the key components in our suite of technologies that enable us to be more responsive to customers and deliver an exceptional quality of service.