Sun Microsystems

Sun Microsystems is a leading global provider for industrial-strength hardware, software, and services. It creates technologies to fuel the communities that power the “Participation Age.” The Sun Microsystems Fortune 1000 company’s clients are located across the globe, and Sun offices can be found in www.SunMicrosystems.com more than 100 countries. Company Description: A singular vision—”The Network is Objective. the Computer™”—guides Sun in the development of technologies that Sun Services, the company’s technical support organization, provides remote and on-site power the world’s most important support to the company’s entire customer community—24 hours a day, 7 days a week, and markets. Sun’s philosophy of 365 days a year. To streamline support services, Sun wanted to reduce the number of incoming sharing innovation and building calls from the services’ field engineers to the call center, consolidate communication devices, communities is at the forefront and deliver timely information to engineers that helps them quickly and efficiently resolve of the next wave of computing: customer concerns. the Participation Age. Sun can be found in more than 100 countries. Solution. Objectives: • Provide Sun’s field engineers Sun used Java™ 2 Enterprise Edition (J2EE) and Java Micro Edition (Java ME) using Mobile with an easy, reliable method of ™ Information Device Profile M( IDP) technology running on Sun Java System Application Server updating customer Enterprise Edition 7 to develop a mobile call-management application. This mobile application service cases. enables real-time communication with the enterprise call-management application and • Reduce call volume into the Sun provides field engineers with better access to real-time customer service information. Services call center. To connect to this enterprise call-management application, the company distributed more • Update customer service cases than 500 Palm® Treo™ smartphones to its field engineers. The Treo smartphones serve as a more frequently. cell phone, Short Message Service (SMS) device for sending instant messages, and a secure, • Decrease the number of devices Web-capable device that gives the engineers access to corporate applications, email, and that engineers must carry to a customer site. calendar functionality. • Improve customer support and The majority of field engineers use the Verizon Wireless NationalAccess service to access increase customer satisfaction. the call-management application and other applications. Engineers can retrieve customer Solution: service tickets in real time from the Treo smartphones. They can download truncated customer • Approximately 500 Sun field notes in less than 10 seconds or full notes in less than 30 seconds. service engineers access the company’s mobile application via Palm Treo smartphones. Using a Java application, these engineers update customer service tickets and access email, calendaring, the support portal, and other corporate applications. Results.

Sun’s mobile application, enabled by the Verizon Wireless NationalAccess service, provides field • Verizon Wireless engineers with a reliable, easy-to-use system for accessing and updating customer service cases. NationalAccess service allows Sun engineers to connect to Under the previous method, engineers received two lines of customer information on their corporate applications reliably pagers, which gave only a brief description of the problem statement. Armed with such limited and securely using a Federal information, field technicians were often forced to query clients for additional information or call Information Processing Sun Services call center. Using the mobile application and Treo smartphones, Sun engineers can Standards (FIPS) 140-2 download all the critical case information they need. compliant solution. • Users connect to internal Having access to service and customer data has reduced engineer calls into the outsourced applications securely using Sun Services call center by 50% because engineers have the information to resolve customer application authentication and problems themselves. Decreasing these calls has translated into significant cost savings for Sun. password protection, without the need for a virtual private The mobile application has also led to better service-case tracking because engineers find the network (VPN) client. process much easier and more convenient. Case data is updated more frequently, and case Results: histories contain more detailed and reliable information. • Reliable, immediate wireless communication and access to “Having a solution that allows the engineers to update customer information in real time is key,” corporate applications. says Kevin Coyne, Executive Sponsor of Sun’s Mobile Computing Project. “Our data is much more • Reduced call volume to Sun accurate now.” Services call center by 50%. • More accurate and reliable Simplifying the process allows the engineers to spend more time offering proactive customer case information. support, and fewer late nights inputting updates. • Improved customer satisfaction. Sun has realized additional cost savings by eliminating pagers. Engineers were juggling • Decreased “after-hours work” required to update service notebooks, cell phones, and pagers. Since introducing the Treo smartphones, engineers have information, giving field been able to eliminate their pagers and cell phones. engineers a better quality of life. Overall, Sun’s field engineers and customers are extremely pleased with the mobile application. • Better customer service. Engineers enter a customer site better prepared, and, more often than not, are able to resolve “Any time an engineer had to a customer’s problem more quickly than in the past. “Any time an engineer had to call into the call into the call center, it call center, it delayed the time to address the customer’s problem and it increased our costs,” delayed the time to address says Coyne. “The mobile application has helped resolve those issues, and, in turn, increased our the customer’s problem and customers’ satisfaction with our product and our service.” it increased our costs. The mobile application has helped resolve those issues, and, in turn, increased our customers’ satisfaction with our product and our service.” Kevin Coyne Executive Sponsor of Mobile Computing Project, Sun Microsystems

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