About 3Com

3Com, headquartered in Santa Clara, Calif., has more than 13,200 employees operating through 160 offices in 45 countries on six continents. The company is organized into three major product operations supporting the four markets it serves: Client Access, Small Business and Consumer, Enterprise Systems and Carrier Systems. Known for its state-of-the-art, high-volume production techniques, 3Com has ISO 9002-certified manufacturing facilities in the U.S., Ireland and Israel, with a new facility opening in Singapore in 1998. Support operations are located in the U.S., Asia Pacific, Europe and Latin America, including 135 parts and logistics centers and seven technical escalation centers.

3Com Corporation is the largest single entity in the world dedicated to LAN- and WAN-based network infrastructures. With over $6 billion in annual revenues, it is the second largest networking company in the world, delivering end-to-end connectivity solutions to consumers, small businesses, large enterprises and public network carriers. Its installed base represents over 100 million network connections worldwide, more than any other networking company. In addition to products recognized for quality and reliability, 3Com's strengths lie in a broad and loyal global distribution channel, enviable manufacturing capabilities and solid brand recognition.

3Com — which name stands for Computer, Communication, Compatibility — was co-founded in 1979 by Dr. Robert Metcalfe, an inventor of Ethernet technology. In 1982, 3Com introduced the world's first network adapter for IBM PCs. Today, more than 50 million EtherLink network interface cards (NICs) have been shipped. In the early 1990s as 3Com struggled to break the $500 million annual revenue barrier, it refocused its business on global data networking and acquisitions as a growth strategy under the leadership of Eric Benhamou. What followed was one of the most remarkable industry turnarounds, with 3Com entering the elite ranks of the Fortune 500 by April 1994.

With more than 200 million customers worldwide, 3Com Corporation connects more people to information in more ways than any other networking company. 3Com delivers innovative information access products and network system solutions to large, medium and small enterprises; carriers and network service providers; PC OEMs; and consumers.

About Palm Computing

Founded in 1992 by Jeff Hawkins and Donna Dubinsky, Palm Computing, Inc. led the resurgence of handheld computing in 1996 with the introduction of its Pilot 1000 and Pilot 5000 products. The Palm Computing subsidiary of 3Com Corporation recognizes the increasingly mobile nature of information management, and believes handheld computing products are the next wave in individual productivity tools for the workforce. 
The growth of the handheld computing market is being driven by the transformation of the corporate environment into an extended, virtual enterprise-supported by a highly mobile, geographically dispersed workforce requiring fast, easy remote access to networked resources and electronic communications. The emergence of corporate data infrastructures that easily support remote data access further supports the growth of the handheld computing market. Leading computer research firm International Data Corp. (Framingham, Mass.) estimates that annual sales of handheld computers will grow from 3,058,000 units in 1997 to 13,080,000 units by the year 2001. 

Palm Computing continues to provide solutions to address this growing demand with products that are simple, easy-to-use and extremely portable. In doing so, the company has established itself as the market leader with distribution in over 35 countries. According to industry analysts at IDC (Framingham, MA), 3Com connected organizers currently holds a 72 percent share of the worldwide personal companion market. Palm Computing is building on its leadership position worldwide with localized products in German, French, and Spanish markets, and through continued technological innovation, best-of-breed partnerships, extensive support for software and hardware add-on providers, and widespread brand awareness in the handheld marketplace

Product Info

The award-winning Palm Computing® organizers, designed as companion products to personal computers, enable mobile users to manage their schedules, contacts and other critical personal and business information on their desktops and remotely. Palm Computing organizers automatically synchronize their information with a personal computer locally or over a local or wide area network at the touch of a button. Their most distinguishing features include shirt-pocket size, instant response, an elegant graphical user interface and an innovative desktop docking cradle which facilitates two-way synchronization between the PC and organizer. 

The Palm Computing organizer family consists of five models: Palm III™, Palm IIIx™, Palm V™, Palm VII™, and PalmPilot™ Professional connected organizers. These Palm Computing organizers are equipped with a comprehensive suite of personal information management (PIM) software including date book, address book, to-do list, expense management software, calculator, note-taking applications, games and a backlit screen along with the Palm™ Desktop organizer software, a companion desktop PIM, and HotSync® technology, 3Com's innovative local and remote synchronization software. 

All Palm Computing organizers feature a small pocket-size form factor, seamless desktop synchronization, ease of use, and fast data access. The Palm III and Palm V organizers offer 2 MB of RAM-double the memory of the PalmPilot Professional Edition organizer - infrared beaming capabilities, an optimized user interface, and are `flash' upgradeable, enabling customers to upgrade the OS and applications without having to replace the memory card. The Palm IIIx organizer comes with 4 MB of RAM, an expansion slot, and an improved display. The Palm V also features an improved display, sleek new industrial design for ultimate portability, and lithium ion rechargeable batteries. 

Palm Computing organizers also feature an enhanced version of the company's award-winning Graffiti® power writing software, which enables users to enter data at up to 30 words a minute with 100 percent accuracy. Its ease of use and functionality have made it the de facto standard in the handheld computing market. 

Summary of Integration

The HEAT/Palm Pilot integration allows the ability for a technician to access calls from the Palm Pilot. Additionally the technician can update, close or add calls as needed. This is accomplished using the e-mail capabilities of the Palm Pilot and Auto Ticket Generator and Auto Escalation. Auto Escalation allows call ticket information to be sent via an e-mail message to the assignee when a new assignment is made. When the assignee synchronizes, the e-mail with the call information is transferred from the PC to their PalmPilot. The assignee can document what work was performed in the PalmPilot and update the call with accurate date and time information. They can then either reply or forward the e-mail (must include the original text) to Auto Ticket Generator’s e-mail address. Auto Ticket Generator can then be used to update information for that call. To create a new call, all the technician will need to do is compose a new e-mail message on the PalmPilot and send it to Auto Ticket Generator. The next time the technician synchronizes the e-mail message will be sent to Auto Ticket Generator and a new ticket will be created in the HEAT system.

Business Benefit

This integration allows the technician to update call information at the time of resolution, but still ensure all the information gets into HEAT. In other words it gives the technician mobility while still tracking the call information accurately. 

For more information on 3Com please visit: http://www.3com.com/.

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