Field Service

Overview

When profit margins are shrinking and competition is fierce, it's just not enough to simply meet your customers' needs. Especially when customers are becoming more demanding and expecting greater differentiation among products and services. To stay competitive, you have to continually focus on ways to help your organisation improve field service without losing sight of workflow efficiencies and operating costs.

The ideal way to stay competitive has arrived

Whether you have a mobile field service staff of five or 500, BlackBerry® Business Solutions for Field Service can make them more effective and efficient by giving them real-time access to accurate information, unlike synch-based solutions, which get out-of-date throughout the day.

BlackBerry Business Solutions for Field Service provide a combination of applications, services and peripherals—including printers, signature capture, GPS, digital forms and barcode scanners—for on-the-spot billing, credit card information transfer and inventory look-ups. Which means you can leverage your current field service software investments and benefit from improved field productivity, measurable cost reductions and, above all, greater customer satisfaction.

Even when they're on site with customers, your field service staff can monitor the latest service trends, repair workarounds, product bulletins and ticket updates—and so much more, including:

• Access details on support cases and customer activities, virtually anywhere, anytime
• Escalate a support issue immediately
• Check for spare parts availability and place a parts order while still on site
• Update a service ticket, trigger the billing process and set up another call from the field
• Collaborate with others in the organisation to solve business issues
• Focus on improving customer service satisfaction levels

Products & Services

BlackBerry® Business Solutions are made up of customisable software and services because the best solution for your business should be one based on your business.

BlackBerry Smartphones

BlackBerry Business Solutions provide a choice of powerful smartphones and devices with BlackBerry® Connect™ software to best suit your needs.

BlackBerry Software

BlackBerry software manages the link between the BlackBerry smartphone and your business. BlackBerry® Enterprise Server software allows organisations to extend the benefits of their email or messaging application and other enterprise tools to mobile professionals. Find out more about BlackBerry Enterprise Server

Research In Motion (RIM) Professional Services

The RIM® Professional Services group can be engaged to provide guidance on the initial design and architecture of mobile solutions, assist with upgrade management or manage new infrastructure or application development projects. Learn more about RIM Professional Services

BlackBerry Partner Solutions

Connect to your existing Field Service or Customer Relationship Management (CRM) software with the help of a trusted third party who specialises in this application area. Take a look at the partner solutions available

Partner Solutions

There are over 300 BlackBerry® Alliance Members that build out-of-the-box and custom enterprise applications* to mobilize your business. Below is a list of some of the members providing third-party field service solutions.

Aeroprise, Inc.

The Aeroprise Mobile Gateway solution is a wireless gateway used to enable robust mobile interaction with service management applications such as help desk, change management and asset management via BlackBerry® smartphones. Accessing Remedy® or Heat while mobile to keep your data up-to-date has never been easier.

• Aeroprise Mobile Gateway (PDF)

Antenna Software Inc.

Antenna Software offers an integrated suite of vertically focused mobile enterprise applications for field service management that maximise operational efficiency and profitability, increase customer satisfaction and improve competitive advantage. Antenna's A³ for Field Service enables field service technicians to access and interact with essential information from enterprise systems using BlackBerry smartphones.

• Antenna A3 for Field Service Intelligence

Dexterra

Dexterra's Concert Mobility Platform provides the means to easily connect to your existing business systems from just about anywhere. Dexterra includes all the functionality and tools necessary to integrate and manage the flow of information to and from the office without the need for buying and integrating additional components. Dexterra's integration, development and administration tools are easy to learn and even easier to use.

• Concert Mobility Platform

Mirifex

Mirifex Mobile Business Access (MBA) is a quick deployment mobile application framework that provides enterprises with a template-based method to mobile-enable critical applications on BlackBerry smartphones. MBA works in both push and pull mode to allow full interactive access to corporate applications, databases and other stored information.

• Mobile Business Access (MBA)

Vaultus Mobile Technologies

With Vaultus, firms can run their IT Help Desk applications on BlackBerry smartphones, giving service technicians wireless access to ticket information, even when away from wireless coverage. This boosts field technician productivity and effectiveness, increases speed and dramatically improves response time. Technicians can acknowledge, update, close, forward or create service tickets on the BlackBerry smartphone and ticket detail can be viewed on a single screen. Technicians can also view and update inventory and perform asset management tasks.

• Vaultus Help Desk Solution for BlackBerry

Vettro Corporation

Vettro's FieldMaster application enables field service organisations to reduce technician interaction with the call center, ensure Service Level Agreements are met, improve customer service and increase the number of trouble tickets a technician can close per day.

• Vettro FieldMaster

*Your use of third-party software, hardware, products, and/or services (collectively, the "Third-party Information") shall be governed by and subject to your agreement with the third party, including without limitation, your agreement to the terms of separate Third-party Information licenses, if any. Any Third-party Information that is provided with or without Research In Motion (RIM) products and/or services is provided "as is". RIM makes no representation, warranty or guarantee whatsoever in relation to the Third-party Information and RIM assumes no liability whatsoever in relation to the Third-party Information even if RIM has been advised of the possibility of such damages or can anticipate such damages. The inclusion of Third-party Information herein does not imply endorsement by RIM of the Third-party Information or the third party in any way. RIM does not control and is not responsible for any Third-party Information, including without limitation, the content, accuracy, intellectual property issues, compatibility, performance, trustworthiness, legality, decency, links, or any other aspect of the Third-party Information.

Customer Success

Learn about the organisations around the world that have been successful implementing BlackBerry® Business Solutions for Field Service.

• Brodie Computes Inc. (PDF)
  Learn how BlackBerry® smartphones equipped with MobileAccess for Microsoft® Dynamics CRM allowed Brodie Computes Inc. to increase their productivity and improve customer service and satisfaction.

• Dataco (PDF)
  See how BlackBerry smartphones equipped with the BlackBerry® Mobile Data System (BlackBerry MDS) helped Dataco improve their communication efficiency and savings, while reducing reporting errors.

• Grayson Homes
  Find out how BlackBerry Business Solutions and ATSG's CQM solution combined to help Grayson Homes improve their quality control initiatives and win the 2005 National Housing Quality Gold Award.

• Make It Work (PDF)
  See how a BlackBerry solution helped Make It Work process work orders faster, redeploy personnel and create more efficient billing systems.

• PacifiCare Health Systems (PDF)
  A BlackBerry solution and Wolftech combine to provide PacifiCare Health Systems with reduced healthcare administration costs and improvement in patient care.

• Prophit Management (PDF)
  See how using a BlackBerry solution helped Prophit Management reduce paperwork and phone time, while opening new business opportunities.

Resource Library

Brochures

• BlackBerry® Business Solutions for Field Service (PDF)
• Mobilize Your Field Force Datasheet (PDF)

Tools

• ROI Calculator for BlackBerry® Beyond Email

Webcasts

• Mobilize Your Field Force With Dativoci
• Mobilize Your Field Force With Vaultus
• Mobilize Your Field Force on Amdocs ClarifyCRM With Antenna
• Mobilize Your Field Force on Remedy® With Aeroprise
• Mobilize Your Field Force With Vettro
• Mobilize Your Field Force With Flowfinity
• Mobilize Your Field Force With Solutions For BlackBerry

White Papers

• BlackBerry ROI Study and Calculator
• BlackBerry Security

News & Events

Stay up-to-date with the latest information on press releases, articles and events we will be attending in the coming months.

Check back soon for updates.

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