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Construction company Emcor Group put voice, e-mail and specialized applications on a handheld device that fits in a shirt pocket. That’s providing a practical way to keep the people closest to the customer up to date.
Field technicians are now more productive, using a wireless dispatching system tied to Emcor’s customer support center. The result: Customers are served better and faster and with consistently higher quality. Technicians arrive promptly and are better prepared to address customer concerns.
The same device used by the technicians for this service application also is their cellphone. Emcor recently added e-mail delivery to the device, further integrating the tools and resources needed every day. The approach has improved time to invoice, invoice accuracy and overall customer satisfaction by more closely integrating the field to the office.