New Technology to Monitor Health and Availability of Wireless Handheld Devices
BRYAN, Texas - TomorrowNow Inc., the most-experienced provider of third-party maintenance and support for enterprise software applications, has unveiled the newest version of its patent-pending TomorrowNow Support Technology™ that enables the company to deliver real-time, high-quality support response services globally. With its broad applicability, this technology can also be used by any service organization needing “always-connected,” around-the-clock emergency support.
TomorrowNow uses the company’s proprietary technology not only to route and quickly solve problems with clients’ mission-critical enterprise business applications, but also to monitor and track the routing and response system’s health. The technology proactively monitors the availability of service engineers’ handheld devices including pagers and mobile/smart phones such Blackberries™ to ensure that emergency response equipment is working and in continuous contact with TomorrowNow’s support center. Regardless of the time of day or location, TomorrowNow’s technology assures real-time routing and escalation to the most appropriate support engineers so they can resolve client issues quickly and avoid lengthy downtimes. TomorrowNow’s case response process has enabled the company to deliver an average of under 10-minute response, and contractually guarantee 30-minute standard response times as compared to existing vendor-supported maintenance programs, which typically offer standard response times of 24 hours or more.
Emergency Response Model for Support Problems
TomorrowNow’s 24-hour-a-day, follow-the-sun support model is based on the company’s patent-pending system, built on IBM’s Domino rapid development platform, Microsoft.Net, and Java.
“TomorrowNow’s case routing and remote handheld monitoring systems ensure that the most experienced support engineers in the industry are also the most responsive,” says Greg Nelson, TomorrowNow’s CIO. “This technology can be beneficial to any organization where instantaneous diagnosis and real-time responses are crucial.”
When a client initiates a case with TomorrowNow on a personalized support website, it is logged and routed to the most appropriate emergency response engineer. When an emergency response engineer’s device is unavailable, the system can respond in a number of ways. It can send notifications to other engineers, managers and IT staff or automatically route the request to any number of available, qualified technicians. In this way, an alternate service engineer can provide immediate emergency response until the remote communications device is back online. The system also automatically reroutes the request to an available engineer if the client’s assigned service engineer is on the phone or otherwise assisting another client.
“TomorrowNow’s proprietary technology enables us to deliver the best response time in the enterprise application maintenance and support business, without exception,” says Andrew Nelson, TomorrowNow President and CEO.
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