Field service support with a wireless PDA

Abstract

Field service is a core component in the value proposition that many organizations offer their customers. Field service technicians often provide critical on-site support, which is one of the few face-to-face, post-sale interactions between manufacture/provider and end-user. This valuable interaction not only provides technical supports, but also presents an excellent opportunity to build and maintain long-term relationships with customers. This article focuses on interfacing a wireless modem hardware, the Motorola iO200, to a personal digital assistant (PDA) so as to provide a field service support system