News & Resources

Call Center, Knowledge Base and Messaging Capabilities Enhance Nexterna's Field Resource Management Application

May 15, 2002 - Nexterna, Inc., a leading provider of wireless Mobile Resource Management solutions, announces the release of the newest version of their web-based service management application. Nexterna Clearview 1.1 includes new features that help Customer Support Analysts quickly resolve calls using an integrated knowledge base, providing call avoidance and minimizing the instances of on-site support.

The Nexterna Clearview Field Resource Management application is web-based and includes in-depth modules for service order management, sales order management, optimized dispatch with integrated mapping, contracts and preventative maintenance, product/asset tracking, and logistics and reverse logistics. Among the software enhancements included in this release are a call center module, an integrated knowledge base, and enhanced messaging capabilities:

Call Center

Allows Customer Support Analysts to access customer and product history, service entitlements and a knowledge base. Calls can be seamlessly transferred to service orders when on-site service is required.

Knowledge Base

Records four levels of information against an item, such as problem, cause, and repair to allow for root cause analysis and to enable faster diagnosis and problem resolution.

Messaging

Allows messages to be sent to mobile service technicians, customers, sales representatives or any other recipient via email, alpha numeric pager, or smart phone utilizing Simple Mail Transfer Protocol (SMTP). The history of messages is tracked against source documents and recipients as an audit trail.

The Nexterna Clearview application can be deployed as part of a complete Field Resource Management system that includes back-office and field resource management applications, customer web access, wireless data connectivity, and real-time vehicle location using GPS technology.  It allows customers to streamline their service operations, focus resources and improve profits by integrating all the components of their service business.

The Nexterna Clearview Field Resource Management application uses proven business logic that field service companies have used for more than seven years.  The software functionality is specifically geared for companies that service equipment in the scientific/medical, information technology, plant automation, building systems, and telecommunications market segments.