Sears

Dramatic File Size Reductions

"Our entire library of product information, for all brands and all products, is now in the hands of every one of our technicians. We took a huge amount of giga-bytes and put them into DjVu format, and distributed to our technicians," Miller says.

"We also had some 900,000 images that had to be stored and 4.5 million pages of parts information that were converted to DjVu - in just three days. We've been very satisfied with the results."

In addition to making documents network-ready so they can be viewed over any device and any network, DocumentExpress also offers a flexible viewing environmentóa huge advantage when you need to consult complex wiring diagrams and other graphics.

"We have a color-touch screen with a very straightforward new viewer. The software really does an excellent job of rendering those drawings very clearly," Miller adds.

Lightning-Fast Information Searches

"It is absolutely fantastic how fast the information comes back. With this software, our technicians can do a wireless inquiry to find parts, prices, and other critical information such as disposing of hazardous materials. Compared to what we were using before, there really is no comparison," Miller says.

Rapid Return on Investment

"Sears expects an 80% return on its technology investment within three years," Miller explains. "Now that technicians have every tool that they need online, they own the service call." Miller foresees a time when the company can eliminate the telephone support center altogether, bringing even greater savings. Sears is also saving on return shipping fees and re-stocking charges, a result of more accurate parts ordering.

Easily Deployable Software

Document Express with DjVu is an intuitive, out-of-the-box solution that requires little or no training. "Some software packages don't deliver what youíre expecting and are more complex than they need to be. This one does exactly what you think itís going to do," Miller says. "That is so valuable for everybody, and certainly for those who arenít computer savvy. From my perspective, the entire experience with Lizardtech software has been excellent."

Summary

Powered by Document Express software, the Sears Smart Toolbox represents a dramatic leap forward in techniciansí abilities to complete jobs quickly, accurately, and cost effectively, in line with customers' high expectations from Sears. Before using DjVu, Miller explains, "Our technicians would have had to pull a trailer behind themóthe technology just wasn't available. But it's really easy now. We have our entire mobile infrastructure here in one place. When I say technicians have a complete library, they really do."

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