Kurt Donnelly
Senior Systems Analyst
New York Times

This session will discuss the New York Times' implementation of a Wireless Recovery System that utilizes wireless Internet access to link customers, data and delivery personnel to enhance customer service.

Customers who don't receive their papers by 7 am can call an 800 number where a customer representative enters the complaint into the Circulation Information System. (CIS). Until now, drivers throughout the metropolitan area would repeatedly return to a depot and get printouts of customer complaints to perform recoveries. This system was cumbersome and incurred long delays in rectifying complaints.

The new Wireless Recovery System improves the efficiency of the recovery operation by making information mobile. Drivers carry AT&T Pocketnet phones equipped with tiny internet browsers in constant communication with the depot. Complaints entered into the mainframe by representatives are instantly visible on the driver's phone. Likewise, after delivery of the paper, the driver uses the phone to submit a report which is instantly visible on the mainframe to the customer service representatives. Travel time is reduced and customer satisfaction greatly enhanced.