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Hyperwave provides professional support at TOSHIBA TEC
 Hyperwave AG, the Munich-based specialist for collaborative enterprise content management applications, and b-next Engineering GmbH, a leading firm in the field of process optimisation for technical service organisations, have together created a service & support portal at TOSHIBA TEC. The new portal is built around the IS/6 server platform and Hyperwave's eKnowledge suite. The go-ahead for the new solution came directly from Toshiba's headquarters in Tokyo. Previously, each of the company's national subsidiaries ran separate websites and different content management systems. Implementation of the new IT solution also laid the foundations for increasing the efficiency of the individual service hotlines and the work performed by the technicians. Effective content management for global enhancement of customer satisfaction "The implementation of the solution from Hyperwave will result in the creation of a standardised global Extranet at Toshiba which will ensure a valuable knowledgebase and an effective system of content management, which will in turn safeguard the company's own information pool," explains Christoph Michel, member of the Hyperwave board. Up until now, Hotline employees and technicians have had to wait up to three months for new service documentation to be distributed. In future, such information will be made available globally within a matter of minutes, and not just for Toshiba's own service technicians, but for distributors and retailers too. The information received by each subsidiary will only relate to the products which are actually available in their country, and will of course be in the respective local language (Jap./Chin./Engl.). The Hyperwave solution is one component of an extensive CRM project which aims to boost customer satisfaction. The subsidiaries were connected up to the service & support portal back in 2001 and 2002, while it is planned to give the 80 distributors and 4000 or so retailers around the world access to the Hyperwave solution during the course of 2004. Automation of content management The service & support portal also offers the following application options: integration of documents can be automated, as can their interlinking. For example, links to the corresponding points of the spare parts catalogue can be automatically generated for the part numbers in the service manual. Amongst other benefits, this presents technicians with graphic-based parts selection, including exploded drawings and direct links to repair and adjustment instructions. About TOSHIBA TEC Toshiba Tec Germany Imaging Systems GmbH based in Neuss coordinates the sales and support activities within Europe for document managers, colour managers, fax machines as well as solutions. Branches in over 50 countries attend to customers' requirements on site, with services ranging from consultancy to support. The sales network of Toshiba Tec even encompasses Morocco and Nigeria as well as the former Soviet states. TOSHIBA TEC CORPORATION, Japan is one of the world's leading technology groups. TOSHIBA TEC Europe thereby represents economic stability, close proximity to the customer and loyalty to its partners. Our declared goal is to offer our customers high-quality, reliable and user-friendly products and solutions, as well as excellent value for money. 21.04.2004, Kolja Czwielung
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