Mobile technology specialist RangeGate has launched a new component of its Mobile-Edge toolset, a solution that enables companies to provide business intelligence and interactive functionality to management and staff no matter where they are located.
Service-Edge provides batch or real-time service solutions that enable mobile support staff to interact remotely with their help-desk, customer relationship management (CRM) or supply chain management (SCM) systems, as well as other business applications while working at customers` sites.
Using a PDA or smartphone loaded with RangeGate`s software, support staff are equipped with all the applications and tools they need to interact with corporate systems as if they were sitting at their desks.
"Service-Edge ensures support staff are able to provide a full service to the client, from the client`s premises," says Mark Lilje, MD of RangeGate. "This includes immediately logging or closing calls, ordering supplies in real-time and being able to inform clients when they can expect delivery."
The new product also cuts out time traditionally wasted travelling to and from the office by updating mobile staff`s task lists in real-time, using a host of connectivity options such as LAN, WAN or cellular (GSM/GPRS) technologies. With Service-Edge, the company keeps its expensive support resources in front of customers where they can add the most value to the organisation.
Service-Edge incorporates the full range of services remote support staff require, including call logging, optimised scheduling, dynamic re-routing, updating, tracking and alerts, the assignment of electronic job cards, on-site call billing and invoicing for labour, parts and travel, and it manages spares inventory. The system also manages workflow processes, ensuring they conform to the service level agreements customers expect.
With more service staff on the road more of the time, managed by Service-Edge, companies will find their call resolution times are considerably shortened because personnel and management have immediate access to all the information they need to fast-track administrative processes. Not only does this result in better productivity, but it also leads to improved customer retention as clients find their needs are dealt with faster and more professionally.
"Companies today are focused on reducing the costs of technology while increasing their return on investment," adds Lilje. "The returns Service-Edge delivers can easily be measured in terms of the reduced costs companies incur while providing improved services in the form of increased call rates, shorter service call duration, improved customer service levels, fewer mistakes and optimised human and logistical resources.
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For over 14 years RangeGate, 85% owned by JSE-Securities Exchange-listed DataTec, has focused on leveraging mobile technologies to give its customers a competitive-edge - a Mobile Edge - in their supply chain and service operations. The company helps its customers take advantage of the real-time data capture capability of wireless mobile technologies in order to optimise business processes and accelerate the return on investment from back-end systems.
RangeGate`s MOBILE-EDGE solutions provide supply chain execution spanning manufacturing, warehouse control, electronic proof of delivery, in-store fulfilment and field service enablement. RangeGate is an accredited mobile partner of major IT vendors including Microsoft, Symbol Technologies and SAP.
RangeGate`s blue chip clients include Daimler-Chrysler, Nestle, Mondi and Johnson & Johnson.
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