Datria Ticket Management 2.0 Selected by Cardinal Health
ENGLEWOOD, CO - Datria, a developer of field service applications, and Cardinal Health (NYSE: CAH), a provider of products and services supporting the health care industry, announced that hundreds of Cardinal Health Pyxis products field service technicians will use Datria Ticket Management 2.0 in an attempt to improve communications and better manage field service activities. With Ticket Management 2.0, Cardinal Health field technicians hope to improve customer service by communicating in real-time with the company's existing PeopleSoft (Nasdaq: PSFT) CRM FieldService application. Technicians call a number and are connected immediately to the application. "Cardinal Health is committed to providing a superior service experience with every customer interaction," said Danny McDaniel, vice president of customer service at Cardinal Health. "Datria's packaged solution requires only a telephone and a human voice, so that we can streamline our service process and deploy the right resources more accurately and efficiently. With Datria, we can save time and better manage our resources to more effectively meet our customers' needs." "We're very pleased that Cardinal Health has recognized the power of voice technologies in managing field service organizations," said James Greenwell, chief executive officer and president of Datria. "We look forward to working with Cardinal Health to bring them the same benefits we've brought to other customers, including increased productivity, lower operational costs and improved customer satisfaction." Ticket Management 2.0 uses a flexible set of call flows to "interview" the technicians about their work, schedule, spare parts used, etc. The technicians then talk directly to the application about their needs. Ticket Management 2.0 converts this information to data and updates the PeopleSoft application. Ticket Management 2.0 can also "read" the PeopleSoft application, convert the data to speech and deliver the information telephonically to the Cardinal Health field organization. Ticket Management 2.0 runs on the World Wide Web and incorporates a range of voice and data industry standards, including XML and VoiceXML 2.0. Ticket Management 2.0 also includes the Datria Integrated Configuration Environment that allows business analysts to manage the application.