Mobile Field Service Management: A Wireless Solution From Adobe, Intel, And Panasonic Improves Service In The Field

Global competition, outsourcing, and downsizing have changed the playing field for manufacturing organizations. With their office workers long equipped with productivity-enhancing mobile computers and handheld devices, manufacturers are turning their attention to customer service and field workers in search of increased service revenues, customer retention, further efficiency gains, expense reductions, and opportunities for connecting every employee and asset to the business in real, or near-real time.

Customer service organizations are under tremendous pressure to improve customer satisfaction, reduce the cost of service delivery, and fix it right the first time. The key to accomplishing these goals is getting the right information—such as data sheets, up-to-date inventory information, 3-D service manuals, and customer warranties—to the point of work (POW). Technicians in the field need fast, easy access to these materials, and IT departments need to deliver new computerized capabilities to the field without heavy investments in enterprise systems.

Adobe, Intel, and Panasonic have joined forces to enable a field service management (FSM) solution that harnesses the best technology from all three companies to meet pressing field service needs.