Sony puts HEAT into service

An extract from a story in the The Age newspaper.

Sony Computer Entertainment has redesigned its service systems and invested in new management software to boost support for more technical next-generation gaming platforms.

Sony anticipates new support demands from customers buying its PlayStation Portable in September and the PlayStation 3 next year.

Gamers who use stand-alone consoles, for instance, will go online with networked consoles able to share multimedia files and other applications as well as play games.

Anticipating increased and more technical inquiries, Sony split its service and repair functions, previously handled by NCSS, which continues to manage repair service, with Stellar Call Centres handling customer contacts.

A database was built to contain technical knowledge about the combined operations, including details of customers, who can also do their own troubleshooting online through a web browser.

Sony began analysing its service processes and technologies in April 2003, before defining its requirements and going to tender in February last year. Four consortiums contested the tender.

The software selected was HEAT, from US-based FrontRange Solutions, an off-the-shelf modular customer service and support system. This was customised and integrated by Australian company Veridian Solutions between March and September last year.