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KONE – the market leader in industrial engineering – designs, installs and
services elevators, escalators and auto-walks. With over 10,000 installations
in Australia and New Zealand, the company found that responding to
over 40,000 service calls each year required a faster and more efficient
way to meet its customer’s needs.
With the deployment of Bluetooth
™
enabled HP iPAQ Pocket PCs, the latest
customer information and technical data can be retrieved anytime, anywhere.
This helps company technicians evaluate and resolve faults and complete
maintenance work faster than ever before. The wireless solution allows
seamless transfer of data to KONE’s ERP system through GPRS enabled
mobile phones, which means customer reports can now be created in real
time and delivered by email, fax or through the Internet.
Today, KONE’s approach to customer care has removed the need for
tedious, paper-based manual systems and the new flexible, integrated and
automated communication solution has dramatically reduced customer
service response time.
“The HP iPAQ solution raises
the benchmark in service
delivery, creating a new
paradigm for responsive and
professional customer care.”
Chris Cassettari
Modernisation Director
KONE
HP iPAQ success story
KONE, Australia/New Zealand
The challenge
- Reduce customer service response time through
real-time data analysis and delivery
The solution
- HP iPAQ Pocket PC h3970, Nokia 6310 and the
Symbol SPS3000 barcode sleeve
- Compaq ProLiant web system on Windows platform
and HP 9000 Series server (HP-UX)
- Custom designed software for the HP iPAQ, networked
to the company’s SAP/R3 business system
The results
- Reduced from weeks to hours the time it takes to initiate
a call, retrieve customer data, complete the task and
finalise company and customer reporting
KONE reduces customer response time with
the HP iPAQ Pocket PC