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TMCNet: Fresno County Leverages Aeroprise Mobile Solution

[February 18, 2008]

Fresno County Leverages Aeroprise Mobile Solution

(Wireless News Via Thomson Dialog NewsEdge)
Aeroprise, a mobile service management company, announced that the
Fresno County, California, Information Technology Services group has
deployed Aeroprise Mobility for HEAT.

The company stated that this is an out-of-the-box solution that extends
to handheld devices the power of FrontRange Solutions' IT service
management application. Network systems engineers can now access HEAT
from their AT&T 8525 smart phones, resulting in faster service ticket
response times and less administrative hassle.

The implementation of Aeroprise with FrontRange Solutions' HEAT has
resulted in Fresno County being awarded the prestigious CCSIDA award
from the State of California, an honor recognizing innovation in
customer service.

"We are closing service tickets 50 percent faster than before Aeroprise
and HEAT were deployed, and the ability to open and close tickets from
the field rather than the office means our engineers will spend an
additional 2,600 hours with customers this year," said Antoine Grayson,
senior network systems engineer for Fresno County. "The CCSIDA award is
recognition of the tremendous productivity enhancements we have
achieved since implementing Aeroprise and HEAT."

Dispatchers in the county's IT Services group can now send phone-based
alerts to engineers when new service requests come in. Engineers out in
the field can acknowledge the ticket and update information, such as
when a request was received, what work was performed, when it was
completed, and what was the outcome -- directly into the HEAT
application running on their cell phones. Because engineers update
requests from the field as work is being done, service request data is
more accurate, open tickets are closed more promptly, and engineers are
spared the task of updating HEAT in the office at the end of their
days. Also, since engineers can open and close new tickets while they
are in the field, unscheduled requests for service are more likely to
be recorded.

"Every year, business initiatives stall when computer systems
malfunction," said Dan Turchin, CEO of Aeroprise. "Help desk staff do
their best to address these issues promptly, but many are hamstrung by
their inability to access the tools and information they need from the
field. Aeroprise resolves this by extending service management
applications to handheld devices, empowering field staff to respond
more quickly and effectively to customer needs."

The company said that Aeroprise Mobility for HEAT gives mobile
employees the ability to update, create, reassign and search call
tickets on wireless devices directly from the point of service.
Extending HEAT functionality and workflow to handheld devices, such as
BlackBerry and Windows Mobile, Palm Treo and barcode scanners, cuts IT
support costs, boosts service levels and reduces critical asset
downtime. An out-of-the-box solution, Aeroprise Mobility for HEAT
requires no programming, automatically optimizes content for any
handheld device and inherits the customized workflow, rules and
processes from the HEAT backend system.

((Comments on this story may be sent to newsdesk@closeupmedia.com))

((Distributed on behalf of 10Meters via M2 Communications Ltd -
http://www.m2.com))
((10Meters - http://www.10meters.com))

Copyright ? 2008 Wireless News

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