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Case Studies
Motorola Home & Networks Mobility
Motorola database team creates custom queries in warranty
database without waiting for IT to do it.
Motorola's Home & Networks Mobility business uses DbVisualizer to create
custom queries in the warranty database. The warranty group can do it by
themselves without involvement from IT, which means flexibility and quicker
turnaround. It also means that they don't need to trade off the data they
really need for their work with resource constraints outside of the
warranty group.
Motorola sells millions of set top boxes, cable modems and similar
products and all of them are entered into a database for keeping track
of warranties. At the end of 2009, no less than 3 million serial numbers
with corresponding warranty expiration dates were entered in one single
week.
"Keeping track of all equipment that is on warranty and when it expires
is not only necessary to control cost. It is also key to customer
satisfaction. We are very good at providing our support organization
with quick and accurate information on what devices are still on warranty,
thanks in part to our ability to do custom queries with DbVisualizer,"
said Samuel Wilcox, Warranty Tracking Supervisor at Motorola's
Home & Networks Mobility division.
Samuel Wilcox' group is located in Fort Worth, Texas. Three persons,
all DbVisualizer users, maintain the warranties database that serves
Home & Networks Division and covers the whole world. The database is
built with MySQL. The central installation is in Fort Worth, and MySQL
is also used in the field to collect serial numbers. There is also a
Data Warehouse created in Oracle.
"DbVisualizer enables us to create custom queries in minutes rather
than waiting for weeks to have IT do them. The tool is reliable and
I have yet to see any other tool that performs at this cost level."
Samuel Wilcox, Warranty Tracking Supervisor at Motorola's Home &
Networks Mobility division
DbVisualizer is used in the daily administrative work with the databases.
Samuel Wilcox enjoys several features of the tool, like how it displays
schema and tables and how he can build custom queries. The main attraction
is that his group is actually able to do this work themselves rather
than relying on IT, which does not always operate at the same time scale.
Samuel's group is doing some serious database management, but the real
task of the group is to manage the process where every product that
ships from Home & Networks Mobility is entered into the database with
serial number matched against every order and with the expiration date
for the warranty recorded. Every two weeks a new list is sent to the
people doing repairs on the products.
Motorola Home & Networks Mobility
Motorola (NYSE: MOT) has been at the forefront of communication
inventions and innovations for more than 80 years. With the rapid
convergence of fixed and mobile broadband Internet and the growing
demand for next-generation mobile communication solutions, the mission
is to lead the next wave of innovative products that meet the expanding
needs of customers around the world. The trends toward media mobility,
ubiquitous connectivity and wireless flexibility, coupled with mobile
lifestyles and business, continue to expand. Today, Motorola's portfolio
of technologies, solutions and services includes wireless handsets,
wireless accessories, digital entertainment devices, wireless access
systems, voice and data communications systems, and enterprise mobility
products.
Home & Networks Mobility Consumers demand rich mobile
communication and in-home entertainment capabilities, and system
operators meet those needs by delivering new services, increasing
network throughput and system integrity. The Home & Networks Mobility
business designs, manufactures, sells, installs, and services digital
and Internet Protocol (IP) video and broadcast network interactive
set-tops, end-to-end video delivery systems, broadband access
infrastructure platforms, and associated data and voice customer premise
equipment to cable television and telecom service providers, and wireless
access systems, including cellular infrastructure and wireless broadband
systems, to wireless service providers.