It is using the A3 SmartClient mobile application from Antenna Software to manage communications with its field engineering team in the UK and throughout Europe.   Service calls logged into the Siebel CRM system are automatically dispatched to the engineers’ Windows Pocket PC devices in real time. It is claimed that more than 90% of all service calls are automatically directed to the correct engineer without any manual intervention or delay. 

In return the engineers can update the call status and access the inventory management system to order parts directly from the field.  It is currently being used by 420 engineers in the UK, Germany, Austria and Switzerland. The French field service operation is expected to be added by October 2006.’

Ray Lawes, VP service operations, Pitney Bowes UK praised the flexibility of the integrated system. ‘It integrates really easily with multiple business systems, in our case Siebel and SAP, and supports multiple mobile devices and wireless networks,’ he said.