Toshiba Technicians Gain Remote Access to Support Documentation, Client Histories, and Service Level Agreements with Neocase Software
PUBLISHED BY: Neocase Software
A subsidiary of Toshiba Corporation, Toshiba TEC handles the conception, production, and sales of printers, fax machines, and multi-function copiers. The company currently uses Microsoft Dynamics CRM and is comprised of two subsidiaries: Toshiba TEC and Toshiba France Imaging Systems (TFIS). The company’s customer service center houses over 1,300 technicians, who have online access to the Toshiba TFIS knowledge database, the spare parts catalogue, and technical manuals.
Yet an increase in the number of monthly calls—which came from a variety of channels, including phone, fax, email, and the Web site—prompted the company, to seek a new software solution. Toshiba TFIS also wanted to centralize customer issues—and their resolutions—within a comprehensive database. The company wanted to give its technicians 24/7 access to support documentation, client histories, service level agreements (SLAs), and other materials remotely.
Yet an increase in the number of monthly calls—which came from a variety of channels, including phone, fax, email, and the Web site—prompted the company, to seek a new software solution. Toshiba TFIS also wanted to centralize customer issues—and their resolutions—within a comprehensive database. The company wanted to give its technicians 24/7 access to support documentation, client histories, service level agreements (SLAs), and other materials remotely.
