The traditional image of customer support has been challenged recently by Remedy's announcement that it is planning to bring its helpdesk solutions to the handheld computer market.
Following a deal with 3Com, Remedy is to integrate its helpdesk and business process automation software with the Palm Computing handhelds.
The alliance plans to create products to boost the productivity of helpdesk technicians with mobile access to a centralised trouble-ticket repository, with both companies claiming that the move will lower support costs and speed-up the resolution of end-user computing problems.
According to Remedy, many of today's service technicians cover a wide physical area based from a single location. Frequent trips to and from these workstations to various locations in a building or on a campus greatly reduce productivity and increase the overall cost of corporate IT management.
The goal behind the alliance's mobile helpdesk solution is to transform the travel-intensive and paper-based processes typically used to solve end-user help requests. By automating the remote retrieval and update of helpdesk trouble tickets, Remedy wants to give technicians to ability cut out redundant trips to the helpdesk station. Using the Palm devices, technicians will be able to dispense with carrying paper-based trouble tickets that are prone to loss and inaccuracy.
"Our relationship with Remedy is a natural progression for 3Com as it extends the Palm Computing platform into another important enterprise market," said Mark Bercow, vice president of strategic alliances and platform development for Palm Computing.
"Our customers are asking for a mobile component in their enterprise helpdesk environments," said Dave Mahler, vice president of business development for Remedy. "The combination of the Palm Computing platform with our helpdesk solutions will provide a trusted, truly mobile support environment that will boost technicians' productivity and lower support costs."
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