EO Expands Customer Support Center
MOUNTAIN VIEW, Calif. — December 6, 1993 — EO Inc. has teamed up with National TechTeam and United Parcel Service to provide a one-stop service center for users of AT&T EO 440 and 880 Personal Communicators — innovative handheld devices that provide anywhere, anytime communications and computing capabilities.
''With the help of our two partners, National TechTeam and UPS, we can now provide anything from a few minutes of hand-holding to a complete replacement unit delivered to or picked up at the customer's doorstep overnight,'' said Johnny Hopper, director of customer service for EO.
National TechTeam, a leading contract provider of customer support services, operates the customer support center which is reached via 800/458-0880. It is staffed by EO-trained representatives 12 hours of every business day (9 a.m. to 9 p.m. Eastern Standard Time). The telephone support center is located in Southfield, Mich., a central location that facilitates service to all U.S. time zones.
Customer support representatives in Michigan are able to resolve customer inquiries independently. For assistance with more technical matters, the customer support center is continuously linked by phone, fax and data lines to the engineering team at EO's Technical Support Group in Sunnyvale, Calif.
In addition to phoning in service requests, owners of AT&T EO 440 and 880 Personal Communicators can fax inquiries to the customer support group at 313/357-2661. They can also e-mail questions by AT&T Mail (EOHELP!HELP) or through Internet ([email protected]).
To complete the customer support system, United Parcel Service provides warehousing and logistical support. EO customer service representatives in Michigan and Silicon Valley can contact UPS Inventory Express in Louisville, Ky., to have warranty replacement systems and parts delivered virtually anywhere in the United States by 10:30 a.m. the following business day.
Through UPS, EO also achieves a 48-hour turnaround on most upgrades and repairs. AT&T EO 440 and 880 Personal Communicators are picked up by UPS in all major metropolitan markets and shipped overnight to the West Coast repair depot. Repairs and upgrade are made the same day the unit is received the unit is received, with return overnight shipment to the customers.
EO plans to offer two additional customer support services in coming weeks. Starting in January, a 24-hour dial-in fax server will enable customers to receive news and information. Callers will dial an automated service and make selections from a menu of available items. The server will then fax the requested information back to the caller.
Also in January, EO will open a catalog service that will make add-on parts and accessories available via overnight delivery through the customer support center.
Headquartered in Dearborn, Mich., National TechTeam provides computer training, telephone support for both hardware and software products, contract staffing, networking and corporate management services for major companies worldwide. National TechTeam is publicly traded on NASDAQ (NASDAQ:TEAM).
AT&T EO Personal Communicators are devices that put fax, electronic mail, cellular phone and personal computing capabilities into the hands of mobile users.
In June 1993, AT&T purchased a majority in EO Inc. On Aug. 13, 1993, AT&T announced the intention to merge EO Inc. and GO Corp. into a single company with the technologies to deliver the platform of choice for Personal Communicators. This represents a major step toward creating a new standard for this emerging market, offering customers compelling communications-oriented products.
EO Inc., headquartered in Mountain View, was founded in 1991 by AT&T; Palo Alto, Calif.-based venture capital firm Kleiner, Perkins, Caufield and Byers; Matsushita; and Marubeni. The partners contribute technical and marketing expertise and funding. In addition, EO has a strategic partnership with Olivetti, Europe's leading computer manufacturer.
CONTACT:
EO Inc., Mountain View
Sharon Miller or Nicol Davis, 415/904-7070