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IKON Launches Wireless Communications Technology for Field Service Technicians

Thursday, May 18, 2006

Press release from the issuing company

MALVERN, Pa.--May 17, 2006-- IKON Office Solutions, the world's largest independent channel for document management systems and services, today announced the launch of IKON Edge, a wireless communications technology that provides IKON service technicians with real-time access to business critical data. A wireless hand-held solution, IKON Edge is designed to enable IKON technicians to immediately access customer history, real-time parts inventory, service manuals, technical bulletins and more to help improve their productivity while on a service call. Using this technology, IKON seeks to enhance the customer service experience through advanced levels of on-site and off-site support, improved communications and increased productivity. "Customer service has been a cornerstone of IKON's value proposition," said Michael E. Kohlsdorf, senior vice president of IKON Enterprise Services and Information Technology. "IKON Edge provides a direct communications and support link between our technicians, customers and information systems, providing direct line-of-sight into business operations to better ensure that customer expectations are met." IKON's customer service technicians throughout North America will be equipped with this state-of-the-art technology designed to support multiple applications, including inventory control, streamlined dispatch calls, call de-briefing, time automation and field communication functions. In addition, IKON Edge is equipped with a barcode scanner, customer e-signature, data communications and knowledge management capabilities. IKON Edge will be rolled out across North America to all of IKON's field service technicians, and to date has already been deployed to nearly 600 service technicians. In the initial phase of deployment, service technicians benefited from a 40% reduction in paperwork, cell phone expenditures were reduced by 12% and calls into IKON's service call centers were reduced by over 38%. "IKON's team of highly trained and tenured service professionals is committed to helping companies become more efficient by leveraging document expertise, best practices, innovative technology and world-class service capabilities," added Kohlsdorf. "IKON Edge will help provide a consistent approach to how we communicate with our front line teams to ensure continual delivery of world-class service."

 

 

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