Press Releases
Hyperwave provides professional support at TOSHIBA TEC
April 21, 2004
Implementation of a service & support portal for Toshiba's
technicians and hotlines.
Hyperwave AG, the Munich-based specialist for collaborative enterprise
content management applications, and b-next Engineering GmbH, a
leading firm in the field of process optimisation for technical
service organisations, have together created a service & support
portal at TOSHIBA TEC.
The new portal is built around the IS/6 server platform and Hyperwave's
eKnowledge suite. The go-ahead for the new solution came directly
from Toshiba's headquarters in Tokyo. Previously, each of the company's
national subsidiaries ran separate websites and different content
management systems. Implementation of the new IT solution also laid
the foundations for increasing the efficiency of the individual
service hotlines and the work performed by the technicians.
Effective content management for global enhancement of
customer satisfaction
"The implementation of the solution from Hyperwave will result
in the creation of a standardised global Extranet at Toshiba which
will ensure a valuable knowledgebase and an effective system of
content management, which will in turn safeguard the company's own
information pool," explains Christoph Michel, member of the
Hyperwave board.
Up until now, Hotline employees and technicians have had to wait
up to three months for new service documentation to be distributed.
In future, such information will be made available globally within
a matter of minutes, and not just for Toshiba's own service technicians,
but for distributors and retailers too. The information received
by each subsidiary will only relate to the products which are actually
available in their country, and will of course be in the respective
local language (Jap./Chin./Engl.).
The Hyperwave solution is one component of an extensive CRM project
which aims to boost customer satisfaction. The subsidiaries were
connected up to the service & support portal back in 2001 and
2002, while it is planned to give the 80 distributors and 4000 or
so retailers around the world access to the Hyperwave solution during
the course of 2004.
Automation of content management
The service & support portal also offers the following application
options: integration of documents can be automated, as can their
interlinking. For example, links to the corresponding points of
the spare parts catalogue can be automatically generated for the
part numbers in the service manual. Amongst other benefits, this
presents technicians with graphic-based parts selection, including
exploded drawings and direct links to repair and adjustment instructions.
About TOSHIBA TEC
Toshiba Tec Germany Imaging Systems GmbH based in Neuss coordinates
the sales and support activities within Europe for document managers,
colour managers, fax machines as well as solutions. Branches in
over 50 countries attend to customers' requirements on site, with
services ranging from consultancy to support. The sales network
of Toshiba Tec even encompasses Morocco and Nigeria as well as the
former Soviet states.
TOSHIBA TEC CORPORATION, Japan is one of the world's leading technology
groups. TOSHIBA TEC Europe thereby represents economic stability,
close proximity to the customer and loyalty to its partners. Our
declared goal is to offer our customers high-quality, reliable and
user-friendly products and solutions, as well as excellent value
for money.
About b-next Engineering
b-next GmbH is highly specialised in the field of optimising corporate
processes within field service organisations. Numerous projects
have been successfully carried out since 1989 with the aim of equipping
service technicians with the latest technologies and processes to
ultimately boost the efficiency and quality of the work carried
out by service organisations.
Since 2003, b-next has been offering turnkey projects in the form
of its Field Service Portal (FSP) product. This product is targeted
at all companies who operate field service teams to provide backup
for high-quality capital goods. Further information on b-next can
be found by visiting their website at www.b-next.de.
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