J.D. Edwards Adds New Piece to Customer Service Management System

ERP and AS/400 giant J.D. Edwards & Company (Denver) has added a new piece to its OneWorld customer service management system with the announcement of a product alliance with IET-Intelligent Electronics (Campbell, Calif.). Through this alliance, IET's W-6 Service Scheduler will integrate with the OneWorld customer service management system.

"This rounds out our overall customer service management system," says Todd Bransford, product marketing manager for J.D. Edwards. "And this gives customers the end-to-end solution they are looking for."

Integration with IEP's W-6 Service Scheduler will enable companies to meet customer service requests, according to Bransford. "IET has carved a niche for field service scheduling, when we examined the market they were hands down the best product," he says.

The decision to add the service scheduler capability to OneWorld was "completely customer-driven" because companies were experiencing difficulty responding to service requests in an efficient manner, according to Bransford. With IET W-6 Service Scheduler, service representatives will be able to give customers a specific time when they can expect to be visited by a technician.

IET W-6 Service Scheduler takes into account factors such as travel and service time and will even match specific technicians with the problem the customer is having. This will allow companies to complete more service calls per day, reduce mileage reimbursement and reduce repeat calls. "Our customers are able to drive down the cost of field services between 10 to 20 percent while also improving customer responsiveness services," Bransford says.

-- J. Martin