Still keep my eye on CGIX. News from CGIX.
FSWorkBench Application Will Include Lotus Notes(TM)
and HTML-based Internet Documents for Access by Customer Engineers
PITTSBURGH, Feb. 23 /PRNewswire/ -- IBM Printing Systems Company will soon
empower their customer engineer service representatives by delivering service
information via a user-friendly graphical interface application that
integrates multiple service tools, databases, Internet access, and advanced
customer engineer workflow management, Carnegie Group announced today. This
application, called Enhanced Service Platform (ESP), utilizes Carnegie Group,
Inc.'s (CGI) (Nasdaq: CGIX) Field Service WorkBench (FSWorkBench) technology
to tie together IBM Printing Systems' suite of service applications and
databases, including Lotus Notes.
FSWorkBench is a reusable application template designed from a user-centric
perspective, where all service information delivery is user- driven, whether
from the call center or the field. Traditional service information delivery
is data-driven, where information access is provided around constraints in
the databases, network, communications and hardware.
FSWorkBench provides a consistent graphical user interface into service
applications while providing for data sharing between these applications.
FSWorkBench also manages customer engineer workflows and automates service
procedures, eliminating the need for memorizing multiple passwords, log-on
procedures, applications and tasks, significantly reducing service personnel
training time and expense. Each FSWorkBench is custom built to address the
technical and business needs of a specific customer service organization.
Carnegie Group's relationship with IBM Printing Systems began when IBM
selected CGI's TestBench(TM) as the problem resolution solution for their
service laptops. At that time, the customer engineers were equipped with
parts databases, diagnostic knowledge bases, and soft copy documentation, but
lack of a common access interface made the tool suite difficult to use. IBM
Printing Systems' service management was searching for a strategy to improve
the usability and increase the acceptance of their service laptops to provide
better service while reducing call time. Management saw that FSWorkBench
provided a means to integrate these disparate but necessary tools in order to
encourage the laptops' use, and ESP development began in September 1995.
"Carnegie Group had the technology we needed to quickly deliver a complete,
easy-to-use service solution to our field service force," said Fred Gray,
manager, service reengineering, IBM Printing Systems. "Plus, the solution
has value over and above `ease-of-use' due to their service and integration
expertise. FSWorkBench, combined with Lotus Notes, allows IBM Printing
Systems automated distribution and presentation of real-time service
information to our worldwide service organization."
Gray added, "We also appreciate the fact that CGI gave us a solution that we,
not they, can maintain and change over time as our business changes."
"This project was the next logical step in our partnership with IBM Printing
Systems, and we're pleased to be delivering competitive advantage as well as
clear operational benefits to our customer," said David Ruppersberger, vice
president, business development, Carnegie Group. "IBM Printing Systems
anticipates that ESP, using FSWorkBench, will provide service information to
the field faster and more efficiently and give them a competitive edge in
supporting their customers."
ESP's beta program begins in mid-February with final delivery in early April.
Carnegie Group, Inc. provides software development services that integrate
advanced software technologies within a client/server architecture. The
resulting applications improve its clients' productivity and competitive
market position in three business areas: customer service, customer contact
and logistics, planning, and scheduling. The company integrates its
applications with clients' existing computing infrastructures, delivering
solutions that leverage legacy system investment. Carnegie Group targets its
services to clients in the telecommunications, financial services,
manufacturing and defense industries. Major customers include U S WEST
Communications, Inc., the United States Transportation Command, Caterpillar
Inc., the U.S. Army, Gulf States Steel, and Philips Medical.
delval/
CO: Carnegie Group, Inc.; IBM Printing Systems Company
ST: Pennsylvania
IN: CPR
SU: |
