Agilent Technologies has implemented Boomcomms's Boomerang - a web-based service that uses SMS to automate the management of workflow through database communication.
This open-ticket technology from Boomcomms will help Agilent communicate with its field-based engineers across the whole of Europe and India, allowing the engineers to update live database records via SMS, automatically triggering key actions.
Boomerang said it has improved the speed and efficacy of communications to approximately 400 of Agilent's engineers working across both Europe and India, streamlined business processes and further improved its customer service offering.
The Boomerang technology manages multiple outgoing and incoming text messages containing specific customer and instrument data, between the relevant field engineers and the original database.
Stephen Edwards, EMEA project manager at Agilent, said: 'Using Boomerang technology enables our engineers to automatically receive full customer details of site visits completed the previous day to enable engineers to make the necessary follow-up calls while out in the field.
'The software empowers the database with the ability to send pertinent SMS messages to each engineer and manage subsequent messages based on the engineers' responses.
'Boomerang can then ensure that each SMS or e-mail response is linked back to the database record, triggering the next database action based on the recipient's reply.'
He added: 'Using Boomerang's open-ticket functionality, a database is automatically updated with a live record so that all staff can see the status of each project on a daily basis.
'The open ticket also triggers the next action that needs to be performed within the database, meaning that our engineers receive the exact information required at precisely the time they need it, which has really improved the service we can offer our customers.'
