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IKON Improves Customer Service and Halves Field Processing Time with Dexterra’s Field Service Solution

June 30th, 2004 – Dexterra®, Inc., provider of enterprise software to the Mobile 1000™, today announced the provision of its mobile field service application for the UK operations of IKON Office Solutions. The implementation of Dexterra’s Field Service Solution started in March 2004 and has already dramatically reduced IKON’s field processing time.

With approximately 40,000 UK customers on contracted service agreements, IKON decided to exceed customer service demands, create efficiency in the field, and improve billing cycles, by introducing a mobile field force automation system from Dexterra. The two phase implementation will be completed by the end of 2004, at which point IKON’s 600+ UK technicians will have all the information they require in the field, including locally stored data on parts, products, customer information, technical white papers, and troubleshooting.

“We chose Dexterra because they provide the most complete and versatile mobile application and infrastructure in the marketplace today,” said Marco Pezzani, national director, customer service for IKON UK. “The application is built from the mobile user’s perspective, making it very easy to use. Our customers are already seeing an improvement in service, which means Dexterra is helping us realise our field service goals.”

IKON receives around 2,500 customer requests a day for on-site maintenance. By making technicians virtually self-sufficient in the field and providing all the information they need to their hand-held device, Dexterra’s application has led to a reduction in call centre traffic of 39.8 per cent, freeing up call centre agents to handle customer calls.

“The IKON project is the perfect example of how to truly mobilise a field force. Dexterra’s technology extended IKON’s current IT infrastructure, connected with its legacy database, and gave IKON’s technicians all the information they needed to do their jobs more efficiently, saving IKON money while improving customer service,” explained Steve Young, Dexterra’s GM in Europe.

In addition to the mobile application, Dexterra also provided the other components of its mobility platform, Dexterra Server and Dexterra Studio. Dexterra Server is structured to handle fast implementation and change management, as well as connecting to multiple types of enterprise software applications. Dexterra Studio is a powerful development environment that allows customers to customise Dexterra’s applications to meet specific requirements.

IKON’s implementation of Dexterra’s mobile field service platform is expected to have complete workforce adoption and knowledge ramp-up within six months and 100 per cent ROI in just over 14 months.

About Dexterra
Dexterra – Enterprise Applications, Servers and Tools for the Mobile 1000.

Dexterra provides applications built from the mobile user’s perspective. The unique modular, standards-based platform and tools cost-effectively customize, deploy, and adapt mobile solutions, designed from the outside in. Dexterra delivers the best way for companies to expand information visibility, gain competitive advantage, and govern business processes in the field through continuous improvement and real-time automation. Headquartered in Bothell, Washington, USA, Dexterra has offices in the United States, the U.K, and Australia. More information can be found on the Web at:


IKON Office Solutions (NYSE:IKN) integrates imaging systems and services that help businesses manage document workflow and increase efficiency. As the world's largest independent distribution channel for copier and printer technologies, IKON offers best-in-class systems from leading manufacturers such as Canon, Ricoh and HP and service support through its team of 7,000 service professionals worldwide. IKON also represents the industry's broadest portfolio of document management services: outsourcing and professional services, on-site copy and mailroom management, fleet management, off-site digital printing solutions, and customized workflow and imaging application development.

For further information, please contact:

Debby Penton

Wildfire PR

+44 (0) 20 8339 4422

This press release was distributed by ResponseSource Press Release Wire on behalf of Wildfire in the following categories: Computing & Telecoms, for more information visit