BTexact uses BackWeb software to provide its field service engineers with offline access to key support information from its knowledgebase

January 21, 2004

2 Min Read

SAN JOSE, Calif. -- BackWeb Technologies Ltd. (Nasdaq: BWEB), announced today that BT Exact, BT's research, technology and IT operations business, has deployed BackWeb to provide offline access to critical support information to BT's field service engineers. The deployment will continue to rollout to reach more than 10,000 field service engineers.

Using BackWeb, BT's field service engineers will be able to access eAssistant, the company's knowledgebase of customer support information, while in the field and disconnected from the network. eAssistant offers engineers access to important business information including job files, safety information, diagrams and diagnostics tools. If any of this information is changed at BT's support center, it is automatically updated through BackWeb's technology when engineers reconnect to the network.

Prior to selecting BackWeb, BT was distributing CDs to deliver content to their field service employees. However, delivering the support information in this way meant that the most up-to-date content was not supplied to the field service engineers that frequently. BT Exact expects the deployment to help field service employees reduce the number of failed visits and calls into the support center by ensuring they always have access to the latest technical information.

Chris Price, chief operations officer, BT Exact, said: "BT's number one priority is to ensure that customer problems are resolved as quickly and efficiently as possible. Previously, field service engineers would call a support desk when they faced an unfamiliar or unique customer challenge. Now, they will have the latest company information at their fingertips - reducing the cost of customer visits and improving overall customer satisfaction."

"As more companies deliver enterprise applications and information to employees via the Web, there is a pressing need to extend this information to sales and service employees who are mobile and disconnected from the network," said Erez Lorber, CEO of BackWeb. "BT is the latest in a growing list of customers to recognize BackWeb's ability to deliver critical information to customer -facing employees when they need it most, and ultimately improve customer service and overall business success."

BTexact Technologies

BackWeb Technologies

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