Data General, ServiceWare knowledge-enable field service operations
Field service workers for IT hardware and software supplier Data General will now use ServiceWare's Knowledge-Paks to provide quick and accurate solutions to their customers' problems. DG's field service personnel will use Knowledge-Pak desktop and network software as part of its Diagnostics Decision System II project to diagnose and solve customer issues and questions. DG expects the project to reduce downtime, improve productivity, and enhance customer satisfaction, all of which will add to the company's reputation for top-notch service, said Brian Cleary, Data General's Director of Worldwide Service Planning. "We are dedicated to providing true knowledge-based support for faster problem resolution in the field, which we believe will make our customers happier and make our field service people more productive," said Cleary. The ability of DG's field service to quickly solve problems and answer questions "demonstrates our commitment to raising the bar for the quality, responsiveness, and value delivered by our customer support operations."