CASE STUDY: Lockheed Martin

Bear River Associates, a Pumatech Certified Partner, developed an automated documentation system for Lockheed Martin's IT department.

The Company: Lockheed Martin

Lockheed Martin is a global enterprise corporation focused on the research, design, development, manufacture and integration of advanced technology systems, products, and services for government and commercial customers. The Corporation's core business areas are systems integration, aeronautics, space, and technology services.

 

The Challenge: Automate IT Support Processes

Lockheed Martin's IT support staff were struggling to find a more efficient means of documenting customers' technical support issues. Support calls were being recorded on various pieces of paper, which the support staff would then carry with them throughout each day to address personal PC or network issues. The paper-based administration was not only time consuming, but ineffective in documenting completed service calls and known problems and solutions that could assist the staff on future support calls.



The Solution: Bear River Incorporates Pumatech's Satellite Forms Software

Bear River Associates in Oakland, California, used Pumatech's Satellite Forms® to develop a custom application that runs on handheld devices and integrates with back-end dataapplications to automate the slow, paper-based process. As a result, the Lockheed IT support technicians are better organized and equipped to work more efficiently, handling more tasks per week.