One for the road

Primus Knowledge Systems has launched its Remote Access solution, which provides field service representatives with the ability to download solutions for use when not connected.

The software allows field personnel to synchronize subsets of the knowledgebase when they reconnect to the network, ensuring that field service representatives receive the most up-to-date solutions, says the company. Once a connection is made, reliable message queuing allows the offline changes to be sent to the server and vice versa, without manual intervention. Enterprise knowledge is optimized for maximum productivity and reliable communications over a wide array of networks and devices, says Primus.

The company claims Remote Access enables field service organizations to:

• access offline and online knowledgebase solutions,

• rely on a light client for remote devices,

• support all browser enabled devices,

• increase efficiency and effectiveness of their organization,

• deliver more effective customer service by utilizing knowledge, and;

• reduce the rate of onsite visits and increase first call resolution rates.