Microsoft - Best Buy
Best Buy, a leading specialty consumer retailer, wanted to create a more efficient approach to scheduling and routing for their Geek Squad brand, a team of field-based support professionals who service customers in their homes or small businesses.
Channel Partner: Accenture
Customer: Best Buy
Technology: Microsoft Exchange Server 2003, Windows Mobile 5.0, Sprint PCS Vision Smart Device PPC-6700 and Verizon Wireless XV6700
Solution: Best Buy, a leading specialty consumer retailer, wanted to create a more efficient approach to scheduling and routing for their Geek Squad brand, a team of field-based support professionals who service customers in their homes or small businesses.
Accenture implemented a scheduling, routing, and dispatch (SRD) application with Windows Mobile 5.0 and Verizon and Sprint smartphones.As a result, agents can now access updates to their schedules through their smartphones anywhere and at any time. They can also access maps and directions instantly. Agents can now access technical content through the internet that could be essential in solving a customer's problem. These factors together allow Best Buy to have a more competitive approach to customer service.
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