Customer Success Story

Amodat was able to give us the solution we needed. It raised us to a new level of customer service delivery.
Customer: Yazamco Industry: Office Automation Equipment Sales and Service Application: Amodat Mobile Field Service
Company Overview: Yazamco represents the Kyocera Corporation of Japan and Sagem-Philips, supplying laser printers, digital copy machines, faxes and integrated devices to 17,000 companies in every sector. Yazamco's 150 employees include 30 field service technicians. Business Challenge: Yazamco's technicians were receiving paper-based service schedules produced daily by support personnel. They contained fault descriptions, customer details, previous service calls, customer credit and payment terms. The process of preparing these schedules was long, costly and subject to human error. In addition, technicians were required to arrive at the office to pick up their schedules and only then were able to proceed to the day's appointments. New service calls were scheduled at least a day in advance since company policy required that technicians be prepared with complete information about each customer before the on site visit. Business Solution: Field service automation, without changing its IT infrastructure. Yazamco wanted to be able to seamlessly migrate to a fully-automated system without building or learning a whole new set of tools. Mobile Product Solution: Amodat Mobile Field Service, running on HP Jornada 728 (1/2 VGA screen, Pocket PC platform), to automate and control Yazamcos field service activities and enable technicians to exchange up-to-date information with the enterprise Priority Helpdesk and CRM applications. Customer Benefits: Schedules are sent directly to technicians devices, eliminating the morning office visit and adding more service calls per day. Customer information, service call details, maintenance history, financial status, equipment information and more are conveniently and easily accessible on the device. The enterprise system is updated directly from technicians in the field. New service calls can be assigned to available technicians as needed. Yazamco gains control of its field activities and commits to faster service, leading to increased customer satisfaction. Better performance, better service, time savings, cost savings. Why Amodat? Amodat was able to give us the solution we needed. It raised us to a new level of customer service delivery. More advanced, more streamlined, cost saving. Moshe Horowitz, CFO, Yazamco