Sylvania lights up field service with mobility solution

Based on the Dexterra Concert mobility platform, the new mobile solution integrates with Sylvania’s SAP CRM and R3 ERP systems, enabling the company to send real-time work orders and updates to hundreds of field service technicians. “Our previous field service application was not integrated with our enterprise systems, which made it difficult to communicate with our technicians,” explains Armand Gendreau, director of IT projects and core application support at Osram Sylvania. “We wanted to be able to push enterprise information out to them on a real-time basis so they could service customers more efficiently. With Dexterra, we were finally able to leverage our SAP CRM and R3 systems while servicing our customers from anywhere in the U.S. using wireless technology.” Sylvania began rolling out its mobile solution on the AT&T network in April 2008 and completed the roll-out four weeks later. To allow for scalability, Sylvania also has plans to roll the next generation Motorola Symbol devices into the existing Dexterra platform. “Mobile CRM is quickly becoming a defining capability for performance-driven field service organisations,” comments Abhi Ingle, vice president, Mobility Applications Consulting, AT&T. “With the AT&T-certified Dexterra Field Service application, our enterprise customers can implement strategic mobility solutions to become more efficient while improving customer satisfaction.”