âThe only software that we could find in the market that uses unique open SMS technology to ... PROCESS. - Send SMS ..
CASE STUDY AGILENT TECHNOLOGIES
“The only software that we could find in the market that uses unique open SMS technology to manage all database updates and subsequent actions automatically." Stephen Edwards, EMEA Project Manager at Agilent
Boomerang Case Study | Agilent Technologies
WORKFORCE MANAGEMENT CHALLENGE
engineers and provide back
SUMMARY
office staff with real time Agilent supplies organisations
visibility of engineer status
Boomerang’s intelligent two-
globally with measurement
updates.
way SMS technology allows Agilent to harness the mass
instrumentation, software, and services across a wide range of industries. With major operations running in
business processes with distributed field engineers. Linking multiple outbound
Europe and India, hundreds of engineers are required to
medium of SMS and automate
PROCESS
and inbound text messages containing specific customer
regularly check instrument and product performance.
- Send SMS to field based
and instrument data, enables
Contacting engineers
engineers notifying of new job
new actions to be triggered
individually via phone calls
alert
and provides Agilent's back
and one-way SMS, and managing status updates manually has proved an administrative and economic
- Request a response from engineer to confirm if available or unavailable
burden. Agilent recognised
- Issue job to first engineer
the requirement for an
confirming availability
efficient communications solution for field force management and scheduling.
automate Agilent’s database workflow management to communicate with service
visibility of every task's progress.
BENEFITS - Reduce call centre costs by
- Send a further message
automating field engineer job
requesting regular status
fulfilment using SMS
updates until job is complete
- Free up staff time by
- Provide back office staff with
reducing administrative
real time reports based on
burden of manually engaging
engineer status updates
with engineers
- Automatically schedule
- Increase business process
follow up calls after task
efficiency and speed up
completion
engagement with field
PROPOSAL Boomerang proposed to
office staff with real time
engineers “Our engineers receive the
- Make better informed
exact information required
decisions by providing real
at precisely the time they
time visibility of engineer
need it'
status updates
Boomerang is a digital communications company. Our product range is the result of years of experience developing and supplying communications solutions to corporates and SMEs. Patented in 23 countries around the World, the technology used in our services and products is unique, and addresses many of the problems inherent in business communication today.
