SAP’s Mobility Challenge, Part 1

I am very interested in watching SAP's emerging mobility strategy as it matures, evolves and morphs yet again. I am not critical; this is how all of mobility is these days. Four years ago we were all using the term Palm, Pocket PC and PDA. Now we are speaking of iPhone, Android, RIM and iPads. Within these different technologies are literally hundreds of different mobile applications and mobile extensions that can add value to SAP's ecosystem. I have been seeing a lot of activity in this space. I have seen SAP partnership announcements with RIM (Blackberry folks), Sybase, Sky Technologies, Syclo and ClickSoftware. I have seen SAP comments from many different industry and solution groups within SAP related to mobility.

What I believe is particularly challenging to SAP is trying to determine if mobility is an extension of an industry business process, or an integrated technology platform. Let me provide three examples of the challenge – work order management is both a back office solution and a mobile client (work orders are dispatched to mobile handheld computers in the field that are carried by the service technicians). Likewise, asset management involves both back office solutions and a mobile client (inspectors, facilities managers, plant maintenance teams and service technicians use mobile clients). Route/Sales management also involves back office solutions and mobile clients (route sales people track sales, inventory, delivery and promotions on mobile devices). So are the mobile applications/clients part of the work order management, asset management or route management categories or do they justify an integrated SAP mobility platform? What do you think?

I image this is a very complex and difficult discussion within SAP. SAP has selected specific partnerships within different industry verticals. These partners are often producing their own mobile applications to extend the capabilities of their solutions; however, these mobile solutions may in fact not align with SAP's overall mobile platform strategy.

From a purely technology perspective, it may make more sense for SAP to develop or select a MEAP (mobile enterprise application platform) that best integrates and supports SAP's underlying architecture and product roadmap, however, their vertical industry partners would not like this strategy at all as they see mobility as a major growth area for them. Very interesting times indeed!

Read SAP's Mobility Challenge, Part 2 here.

Related articles:

• Advice for Mobile Start-Ups: Working with SAP, Part 1
• Advice for Mobile Start-Ups: Working with SAP, Part 2
• Advice for Mobile Start-Ups: Working with SAP, Part 3
• Advice for Mobile Start-Ups: Working with SAP, Part 4
• Advice for Mobile Start-ups: Working with SAP, Part 5

In Remembrance of the PDA

How long has it been since you stopped using the term PDA? It occurred to me the other day that the PDA has played an important part in my career and I should not let it pass away without a ceremony of some sort.

The PDA has been replaced by iEverything and smartphones. However, it was an important gadget that paved the way for the mobile technology advances of today. It opened our minds to the possibilities of keeping on task, even with poor memories. It helped generations of soccer moms remember where each child was dropped off and when they needed to be recovered. It allowed us men to seem organized despite ourselves.

PDAs started the concepts of software applications, music and photos in our pockets. PDAs kicked-off companies like Palm and motivated people like me to begin blogging.

Let us be silent for 30 seconds in rememberance of the PDA. We can quietly bow our heads and reach down into our pockets and try to remember the last place we used our stylus before it disappeared.

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Author Kevin Benedict
Independent Mobility Consultant, Wireless Industry Analyst and Marketing Consultant
www.linkedin.com/in/kevinbenedict
twitter: @krbenedict
http://kevinbenedict.ulitzer.com/
http://mobileenterprisestrategies.blogspot.com/
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Location Based Services on Mobile Handhelds and Smart Phones

LBS, location based services are very interesting. LBS refers to services that can be activated based upon your GPS location or cell phone tower proximity as identified by your Smart phone, mobile device or handheld computer service. I know how local pizza joints can benefit, but I am currently pondering how large businesses can utilize LBSs. I wrote about one of my new ideas in this article. It involves real-time notification of changing pricings and discounts to a grocery store's customer base.

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Author Kevin Benedict
Independent Mobile Computing, EDI and B2B Expert and Consultant
www.linkedin.com/in/kevinbenedict
http://b2b-bpo.blogspot.com/
http://mobileenterprisestrategies.blogspot.com/
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Mobile Workflows and ERPs

As mobile applications become more complex and sophisticated and used by large enterprises there will be an increasing emphasis and requirement for automated mobile workflows and supported ERP business processes. I wrote about mobile application support for ERPs in this article, but today I want to focus on the automated workflow on the mobile handheld computer, Tablet PC or laptop that is used in the field. ERP business processes and automated workflows have been supported within the four walls of the enterprise for decades, but they often don't extend outside the four walls to the remote jobsite and/or mobile sales and service processes. That is a big problem that needs to be addressed by mobile application vendors.

Let's begin by recognizing that it is often the service technician that is face-to-face with your customers. They are the face and personality of the service company. The actions they take, the words they say, the professionalism they display and the quality of work they perform all impact the customer's perception of your company and their willingness to continue to do business with and refer your business to others. Since the activities that happen in these remote and mobile jobsite environments can have such a big impact on your business, wouldn't it be important that you ensure the best quality work and presentation of your company? This is where automated workflows on your mobile devices comes into effect.

Let me now outline a process that you may want to consider when designing a mobile application for use in the field.

1. Outline the tasks and actions you want each service technician to perform at the customers location. Examples - Greet customer by name, give business card, thank them for their business, ask about animals or children that my be in the work area, interview the customer about the problem, understand the customer's schedule, understand how the customer will pay, is there a warranty or service plan, provide estimate, complete work, get customer's signature, etc.
2. Once all of the "best practices" tasks are identified for a generic service call, complete the same process for the other kinds of service calls you may have. For example: a warranty process has 11 tasks, an annual maintenance call has 16 tasks, an emergency system repair for HVAC equipment has 19 tasks.

Once you have identified and documented these tasks, your mobile application developers can design and develop these workflows to become part of your mobile application. Once in production, these mobile applications can direct and guide each service technician through the specific best practices that the company wants completed in a standardized manner in the field. As a result, quality and professionalism can be standardized into the company's customer interactions.

What does this process look like on a mobile handheld computer?

1. The workflow processes should be a layer in the mobile application that is tied to a specific set of screens that go with the workflow. If the mobile application has multiple workflows, then the first step is for the service technician, or the service ticket itself, to identify which automated workflow is most appropriate for the needed service. This then launches the appropriate process/workflow on the mobile device.
2. If the automated workflow consists of 17 steps/tasks, then this workflow will dictate that mobile form fields including check boxes, radio buttons and data fields are completed in the right order and with valid data entries.
3. If the service technician skips a step an alert sound or pop-up message should guide the service technician to finish the process and continue it in the appropriate manner.
4. Automated scorecards can also be created to monitor the performance of service technicians to the standards and detail any exceptions to the process so they can be analyzed for process improvements over time.
5. Brief customer surveys can also be provided for the mobile handheld computer to tie the customer's opinion of the service provided with the exact service order and service technician. It is great to reward the service technician for work well done.

The mobile workflow process is specific to the role of the user and service performed. A recent report I read said up to 40% of workers are mobile. That represents a lot of remote jobsites and customer interactions. If companies want to ensure a high level of professionalism and quality customer interactions, then means of standardizing those processes need to be employed. As more and more of these mobile workers are equipped with Smart Phones and mobile handheld computers, these processes become easier to deploy.

For a related article read - http://mobileenterprisestrategies.blogspot.com/2009/10/mobile-application-integration-platform.html

If you would like to discuss this topic in more detail please contact me. I am available for SAP and Mobile Solution related consulting and permanent hire opportunities. My Linkedin profile can be found at http://www.linkedin.com/in/kevinbenedict.

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Author Kevin Benedict
Mobile Computing, SAP, EDI and B2B Evangelist, Marketing and Business Development Consultant
http://b2b-bpo.blogspot.com/
http://mobileenterprisestrategies.blogspot.com/
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Mobile Applications and 69 Enterprise Support Questions

Often the focus of a mobile software project is on gathering the functional requirements, designing, developing and deploying the mobile solution, but little or no advanced planning is given to the question of how to support it once it is deployed. The following list contains many of the questions your IT helpdesk and support department will want and need to know:

1. Who does the field worker call if there is a mobile device problem?
2. Who does the field worker call if their mobile application is not synchronizing correctly?
3. Who trains new employees on how to use the mobile device and application?
4. If there is a mobile software problem, who fixes it - IT, consultant, contractor, your systems integrator or VAR? How do you get in contact with them?
5. Who does the field worker call if the mobile application needs edited or upgraded?
6. If the user downloads a new version of the mobile operating system and the mobile application doesn't work, who will fix it?
7. How do you prevent mobile users from downloading new software applications that might break the system?
8. How do you back-up mobile devices so the information is centralized?
9. Who owns and defines the business process you have mobilized? They may need to approve any changes to the business process.
10. Who controls the security of the device?
11. How do you set-up a new user to securely access the enterprise database?
12. What kinds of security rules must the field user follow?
13. Do different users have different security profiles?
14. Is there a standard set of security rules for mobile devices across the enterprise?
15. Who controls access to the enterprise database application (a DBA)?
16. Will the Database Administrator allow you to synchronize data directly to their enterprise database application, or do they want a "staging database" or API layer to review all data before it is loaded to the enteprise database application. They will likely be involved in any future changes to the mobile application.
17. Are synchronizations done in real-time, near-real-time, or batch on a schedule?
18. Does one mobile device have multiple synchronizing applications? Are they on different schedules or do they synchronize at the same time?
19. How many different enterprise database applications are synchronizing with a mobile device? If there is a sync problem, how do you know what database applications may be impacted?
20. If you hire an additional field worker, how do you order an additional mobile device? Whose budget covers this? Who is the vendor? What support plan or insurance plan should be included?
21. Who decides if the new mobile device needs to be ruggedized or a consumer grade? What level of ruggedness is required for the specific user?
22. Do different job functions require different devices, carriers and wireless data service plans?
23. Who decides what brand of mobile devices are going to be the company standard?
24. Where do you purchase your mobile devices if one breaks or you need to add one to your inventory? Do you have a corporate discount or volume discount agreement?
25. How do you manage and control the variable costs of using a data plan from a local wireless carrier? What happens if the costs of the data services gets out of control? Who pays for it?
26. Are the mobile devices or the mobile software solutions under warranty? Where are these contracts stored? Who owns them?
27. Is there a yearly support contract IT needs to know about? How much? Whose budget?
    What is the account number the warranty is under?
28. How do you set-up a new data plan for a new user with your wireless carrier? Who does that in the company? What is the account number so you can add subscribers? Whose budget pays for it?
29. What happens when Microsoft releases a new Windows Mobile operating system and you can only purchase mobile devices with the new OS on them? Who is going to upgrade your mobile software solutions so they work with the new OS?
30. What happens when the field engineer treks across 2 miles of muddy field to work at a construction site, but the battery on his handheld computer dies about 10 minutes after he gets there? What is the backup battery plan?
31. What happens when text messages, photos, videos, music, and games claim all the memory on the rugged PDA and the Construction application becomes either too slow or unreliable because of low memory?
32. How do you know when your mobile workers are synchronizing the latest information? You don't want mobile workers going days without synchronizing their device.
33. When you send an updated software application to your mobile workers, how do you know who is using the new application and who is still on the old?
34. How do you disable synchronization on a lost or stolen mobile device?
35. How do you kill and/or protect your data on the mobile device if it is lost or stolen?
36. How do you keep track of which workers are using which mobile devices? If there is an operating system update, or firmware update, how do you know who needs it?
37. What is the process for bringing mobile handhelds into the IT department for repairs and upgrades? Is there a central location, or should various locations be scheduled on specific dates.
38. If you are taking care of many different mobile field workers and many different mobile devices with a variety of operating systems, wireless carriers and screen sizes, how do you track who gets what?
39. If you have a project manager that requires visibility to more data than other workers, how do you manage different views on the handheld computer?
40. Some mobile projects require different levels of security, for different levels of data visibility. How would you manage and track that?
41. Will your company standardize on 1 mobile operating systems or several (Blackberry, Microsoft Windows Mobile, Palm, Android, iPhone, etc)
42. Some applications require barcode, RFID, GPS, digital camera and other specialized data collection accessories, while others don't. How does the IT Helpdesk track the brand, version and other details of these accessories?
43. If a dump truck backs over your supervisor's $1800 ruggedized computer and crushes it into hundreds of unidentifiable pieces, how do you get a replacement out to the supervisor with the exact application and data that is required as quickly as possible?
44. If a mobile device needs repaired - what is the process for keeping your field workers operating without it? Do you have a stock of spare mobile devices?
45. Does your mobile device reseller have a replacement program?
46. How do you deploy new mobile applications to your 1,300 mobile device users? Must they bring all their devices back to the IT department, or can you publish new applications directly to the handheld computer?
47. How do you support the mobile device, when the user has limited computer knowledge and is sitting on the top of a utility pole? What tools can the IT Helpdesk use to remotely help and diagnose problems?
48. How do you recognize a defective mobile device that is being shared by 12 different mobile workers? Do you have a method of identifying which problems are being reported on a particular device or are you logging support calls only by users?
49. What is your process for dispatching work orders to service technicians when they are disconnected or out of range of cellular and wireless networks? A process needs to be defined.
50. What is your synchronization plan for each mobile worker? Can they sync in the morning and evening at their office desk, or do they need to sync every 5 minutes or in real-time?
51. What is the synchronization plan for a service technician that rarely has wireless network access? Does it justify a satellite up-link? (Sears Service Technicians use both)
52. How do you know when information was successfully synchronized with a mobile device in the field? Can you see and determine the success of the synchronization from the IT Helpdesk?
53. What is an acceptable synchronization time? Is it 20 seconds, 2 minutes, 20 minutes? Does the IT Helpdesk know what times are acceptable so they can consider this when configuring a new user?
54. Does all data need to be synchronized in real-time, or only some. Product catalogs are an example of updates that may only be needed weekly or monthly?
55. How much data can be synchronized in a given period of time on the chosen connectivity option? Is that an acceptable speed for the task at hand?
56. Who determines the hardware requirements that support the mobile application and desired synchronization speeds?
57. When a new mobile software application is developed, who tests its operating speed on different devices, processors, memory levels and connectivity options to determine what is acceptable and what is not?
58. When you are updating or reconfiguring an enterprise database, how do you know what mobile applications and mobile users will be impacted by these changes? How do you manage this update process?
59. How does the IT Helpdesk know which one of the 17 mobile applications on the handheld computer is having a synchronization problem?
60. If you are supporting 174 work crews and their mobile devices around the globe, how do you know where they are located, and who is responsible for them?
61. How does the IT Helpdesk know if a mobile device is using a cradle, modem, bluetooth, wireless, USB, satellite or Cellular connection to synchronize? The IT Helpdesk really wants to know before they begin working on the issue.
62. What wireless carrier, technology and through-put speed is the mobile device using? Is it GPRS, GSM, CDMA, Edge or some other network configuration?
63. Do you need to stagger the synchronization times? One of my clients had a problem with 300 mobile workers downloading large product catalogs all at the same time each month -the first Monday of the month. This caused a bottleneck and slow downloading times.
64. What do you do with old and retired mobile handheld devices? Companies like Ryzex buy back old handheld mobile devices and recycle them.
65. What rugged or semi-rugged cases are required to protect the mobile device?
66. What add on assessories are supported on the mobile device? Ear pieces, GPS, add-on RFID, barcode scanners? Who supports these and where do you order replacements?
67. Does the same mobile software application work on rugged mobile handhelds and on mobile consumer devices?
68. What employees and roles get the different levels of rugged devices?
69. Do you have a corporate account with a mobile device reseller that will repair all of the different mobile devices or do you work with many different vendors with different support and warranty plans.

All of these questions are very important and need to be answered upfront. If you would like to discuss this subject in more detail please email me.

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http://mobileenterprisestrategies.blogspot.com
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Advice for Mobile Start-ups and Mobile Developers

There are a lot of business and technical issues to consider and points to ponder if you are developing a mobile software application to use internally or to sell, or are creating a start-up mobile software company. I have a lot of personal experience in this area and have documented much of it in over 475 blog articles on this site.

To save the reader time searching through the entire blog library, I have collected a few of the articles especially relevant to those starting new mobile application projects and new mobile start-ups.

• Mobile Software Application ROIs for Mobile Service Businesses
• Mobile Software SDKs and Toolkits for Handheld PDAs and Smart Phones
• Hosted or Non-hosted Mobile Software Applications for Handheld PDAs and Smart Phones
• Mobile Workflows in the Field, SAP and Other ERPs
• SAP and Mobile Applications for Field Services
• Questions to Ponder before Starting a Mobile Software Development Project for Handheld PDAs, iPhones and Smartphones

The following link goes to a another blog article that lists many additional resources for mobile start-ups - Mobile Handheld PDAs and Mobile Software Application Resources

If you would like to discuss any of these subjects in more detail, please email me.

***Note, readers can search on specific mobile subjects within these 450 plus articles by using the Blog Search function at the top of the page.
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http://mobileenterprisestrategies.blogspot.com/
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Mobile Software SDKs and Toolkits for Handheld PDAs and Smart Phones

In the recent article by Peter Wayner of InfoWorld called iPhone development tools that work the way you do, he describes the value of using a mobile application SDK or framework. He lists 4 new toolkits to help mobile application developers develop applications faster for use on handheld PDAs and Smart phones. This is a market in which I am intimately familiar.

The challenge with the market for mobile application frameworks and SDKs is that very few developers want to spend money on an SDK from a small vendor, and even fewer companies want SDKs or are willing to fund long term custom development and support projects internally. Companies want a finished product that works with their ERPs, database and accounting applications. They don't want to invest in a non-standard mobile framework. They want mobile extensions to their enterprise applications. SAP is addressing this with their NetWeaver based mobile infrastructure. This provides SAP users with a standardized method for extending their applications out to mobile devices, but it does not address how to develop the mobile application code. This theoretically creates an opportunity for mobile SDK vendors.

Appforge and Dexterra are two very BIG examples of how challenging it is to be a successful vendor of mobile application frameworks and SDKs. It is yet to be proven that there can be a successful business model as the author of these mobile application frameworks, unless you are a giant like Microsoft or Apple. Dexterra bet the house that Microsoft would acquire them and they lost.

Now, it is true that to make these finished mobile software applications, there is a need for powerful mobile SDKs, but these SDKs are very costly to development and there is yet to be a good and proven business model for small independent vendors of such.

Some vendors of mobile application frameworks want to sell you a toolkit and then charge you a license fee for every mobile device you deploy on. This is not a good model, unless the application is an off-the-shelf mobile application. It makes sense to pay for syncing technology and mobile databases, but a per deployment model for code that you create is hard to swallow.

The biggest challenge vendors of mobile application frameworks and mobile SDKs face is getting the economies of scale that all software companies seek. Who is the real market? Developers? They seek to work in the sexy high profile technologies from the big name companies so they can pad their resumes. They do not want to take a chance on learning an SDK from a very small company that no one knows and they are unlikely able to leverage in the future. They may use an SDK to deliver their cool mobile application, but there is simply not enough of these developers willing to buy your SDK for significant amounts of money to be profitable.

Does the IT department in a company want to buy your SDK, a few but not enough to build a profitable long term software business as an SDK vendor. Again, companies will always seek a finished mobile application that extends their internal IT investment. If SAP has a mobile framework, they want that. If SAP didn't have the mobile extension, then the company would want a finished mobile application that is already integrated with SAP.

In summary, there are many examples of companies developing very cool mobile SDKs and mobile frameworks, but very few with successful business models. Companies want to extend internal applications with mobile extensions developed by the owner of their internal applications. In the event there are no mobile extensions from their key vendor, then they want a finished mobile application that is pre-integrated with their ERP or back-office applications. SDKs are cool, but a successful business model remains elusive.


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http://mobileenterprisestrategies.blogspot.com/
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Hosted or Non-hosted Mobile Software Applications for Handheld PDAs and Smart Phones

Many companies have asked whether a hosted or non-hosted enterprise mobile software application would be best for them. The answer may be best determined by the following questions:

1. Is the enterprise software application in the office that you want to communicate with, via mobile handhelds, an off-the-shelf application like SAP, SAGE, MS Dynamics or Quickbooks?
2. Is the mobile software application simply a mobile front end (GUI) to the back-office application? Does it do basically the same thing you would do on the office application, but in a mobile environment?

If the answer is NO to any of the above, then you are into a custom development environment that is difficult to support in a hosted model. Companies that host applications need volume and reusability. Custom projects may be uploaded to a hosted data center, but there is no business case for the software vendor/developer to pursue this as a business model. However, if the mobile software application is custom, but the database application that it synchronizes with is sold as an off-the-shelf application, then there may be a business case.

Here is a real life scenario. SAP ERP does not handle work orders or service tickets well if they are not associated with a pre-approved purchase order. This is a problem in the oil fields as contractors and service technicians are often called to perform unanticipated work to fix or repair items. Since SAP does not like to receive unexpected invoices, Field Service software vendors have responded to this need by developing applications that convert these unexpected invoices into acceptable SAP formats that are integrated with SAP using standard integrations. These same vendors have created mobile work order applications that synchronize with their work order management systems. They have a standardized model that can be sold in a hosted environment.

Since the work order management application was an off-the-shelf software package, with a standardized integration to SAP, it could be offered in a hosted environment with a good business model.

If the work order management system was custom, and the back-office application or ERP was custom, then the mobile software application would need to be custom and there is no efficiencies in this scenario for a hosted solution.

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http://mobileenterprisestrategies.blogspot.com/
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SAP and Cronacle Mobile Alerting Service

The following press release was issued today concerning Redwood Software's announcement of a mobile application for IT staff to receive and respond to real time alert notifications on their mobile devices. This software application works with SAP and other ERP systems. This announcement follows an earlier one that is stated to be the first iPhone business application for enterprise process automation. I am a strong believer that the future of enterprise mobile applications must include a business process automation component as discussed in this article.

MORRISVILLE, NC -- 08/17/09 -- Redwood Software, an industry leader in delivering enterprise and mobile software, today announced immediate availability of the Cronacle Mobile(TM) Alerting Service for the iPhone(TM) and iPod® touch. The Cronacle Mobile Alerting Service enables IT staff to receive and respond to alert notifications in real time on their mobile device. With Redwood's new service, customers' IT departments using SAP® solutions gain unprecedented portability, visibility and control of business processes and the enterprise systems that underlie them.

Today's announcement of the Cronacle Mobile Alerting Service follows Redwood's recent launch of Cronacle Mobile, the first iPhone business application for enterprise process automation and job scheduling. The Cronacle Mobile Alerting Service extends the capabilities of Cronacle Mobile by taking advantage of the new Apple Push Notification Service (APNS) to deliver time-critical system information immediately to the iPhone or iPod touch.

"We are very excited to deliver a solution to our customers that is as mobile as they want or need to be," says Tijl Vuyk, CEO and president of Redwood Software. "With our new alerting service we extend our mobile platform so customers can monitor their systems, and receive real-time notifications wherever they are and whenever issues require their attention."

Cronacle Mobile Alerting extends the benefits of mobility and remote management to any back-end systems which run Redwood's industry leading process automation and job scheduling solutions, including Redwood Cronacle® and the SAP Central Process Scheduling application by Redwood. All SAP and Redwood customers can use Cronacle Mobile Alerting to manage their entire enterprise landscape, including both SAP and non-SAP applications.
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SAP and Mobile Applications for Field Services

These are challenging economic times. Companies of all sizes and shapes are seeking to reduce costs and to improve efficiencies. This often translates into more work with fewer resources which can often negatively impact service levels. How does a company reduce costs, improve service levels and become more efficient all at the same time? The improvement and automation of business processes is often the answer. Accomplishing this does not always require a lot of money. Sometimes it is simply focusing on improvement and understanding what your exisiting technology is capable of doing. This article will focus on cost reductions and efficiencies that can be recognized by improving business processes in remote and mobile locations.

Many large companies use ERPs from vendors such as SAP, Oracle, SAGE, MS Dynamics and others. These ERPs are designed to organize a business and to make business processes automated and standardized. However, companies have often over-looked the huge amounts of paper documents that are used in the field, collected and at a later date re-typed into these ERPs. Many ERP users have simply not attempted to automate business processes that happen outside the four walls. These business processes can have huge inefficiencies that can be fixed and savings recognized.

SAP has developed some very interesting mobile application interfaces that utilize Netweaver PI (Process Integration) and enable third party mobile software companies to tightly align their mobile device applications with the standard SAP business processes.

Field services are most often provided away from the office. The process of ensuring quality services outside of the visibility of supervisors and business managers is critical to the success of the business.

The use of industrial handhelds and rugged PDAs and other mobile software technologies, in the context of field services automation, is most often driven by the following 12 business motivations:

1. Efficiencies in communicating information between the office and the remote service technician or jobsite
2. Efficiencies in planning and scheduling work based upon location, parts and expertise needed
3. Reducing fuel costs
4. Reducing travel time
5. Reducing time consuming and error prone data entry activities in the office
6. Increasing productivity – more average service calls per service technician in a day
7. Increasing service contract sales
8. Increasing equipment upgrade sales
9. Increasing collections with mobile invoicing, mobile printing of invoices and onsite collections
10. Improving inventory control and management - visibility to parts needed, the location of inventory and parts used on each job or service ticket
11. Reduced risks by reminding service technicians of safety hazards and safety procedures on the job
12. Improving management visibility into work done in the field to ensure quality services
    

These 12 business motivations become increasingly important during slow economic times when times are tough, and every penny must be saved and maximized. In rapid growth periods inefficiencies are often overlooked in a rush to keep up with the market and business growth, and hidden under the onslaught of new sales and revenues. However, when the economy slows down, it is time for companies to re-evaluate business processes in order to eliminate the inefficiencies and bad habits that have developed. Let’s now review some common and costly inefficiencies:

1. Wasted time and fuel driving back and forth to the office to pick-up and deliver new work orders, tools and parts. With the high cost of fuel, reducing driving distances is a necessity. Can you dispatch a service technician directly from their home to a nearby jobsite? Can you make sure your service technician has the most common parts in the van before they travel to the jobsite?
2. Wasted time and fuel by being unprepared for the job and driving around looking for parts. Can you reduce travel time and fuel costs by being better prepared for the job before traveling? Can you ask customers for more information on the equipment such as brand, serial number, year, location, problem etc? Can you ask the customer for a digital photo of the equipment, serial number, etc., and email it before dispatching the service technician?
3. Wasted time sitting outside of a locked and vacant location waiting for the owner to arrive. Can you set up an automated phone call to let the customer know you are on the way? This avoids showing up at a vacant house or closed business and wasting time.
4. Inefficient dispatching and routing - dispatching service technicians to a distant location, when another service technician is closer and wasting time and fuel. Can you use GPS tracking on the vans to better know the location of all service technicians so you can dispatch the closest and best service technician for the job?
5. Missed opportunities to sell more services, parts and equipment to the customer at the time of work. Can you automatically remind the service technician to promote service contracts by using a mobile handheld work order system? This will help increase service contract sales.
6. Poor scheduling and routing -can you schedule service contract visits based on geographic location to reduce fuel costs and wasted travel time? Can a service technician complete more service calls in a day if they are routed more efficiently?
7. Driving large, heavy vehicles when not required. If you have a better understanding of the parts required for today’s service calls, can you take a smaller, more fuel efficient vehicle to the jobsite?
8. Poor cash management and collection processes. Can you collect money, swipe credit cards and print receipts from a mobile handheld device to improve collections at the jobsite? Are you wasting time, paper and postage sending out invoices weeks after the work was completed?
9. Too high administrative costs. Can you reduce the costs of data entry and administrative staff by automating the dispatch process by using wireless work order dispatch that is integrated directly with your work order management and accounting systems?Every company, upon self-evaluation, will be able to identify additional inefficiencies that can be corrected and reduced. Many of the costly inefficiencies can be resolved by automating and mobilizing field services business processes.
   

Mobilized Work Orders

What does an automated and "mobilized" work order system or service request dispatch and management system look like? Let's walk through a scenario -

1. A customer calls in to report a broken heating system. The office staff takes the phone call, enters the relevant information into the work order application on the desktop computer which then creates a unique work order and number.
2. The work order database application, with GIS integration, can compare the location of each service technician to determine which service technician is closest to the work location. The dispatch system can also look at the estimated time the nearby service technicians are committed to completing their existing assignments.
3. Once the appropriate service technician is identified, the work order is dispatched to the handheld computer used by the service technician.
4. Included in the electronic work order is driving directions from his/her current location to the next job location.
5. In addition to the work order information, warranty, repair, users manual, maintenance history and product information on file can also be dispatched to the handheld computer for reference and parts inventory management.
6. Once the service technician arrives at the location, he opens the work order on the handheld computer. Opening the work order automatically captures the service technician's name, the date/time stamp and the GPS coordinates of the jobsite and enters them into the mobile application’s work order.
7. Next the service technician examines the broken heating system and determines which parts need replaced.
8. He can pull out his handheld computer and check whether he has the needed parts in his vehicle inventory, if not, it can automatically search for nearby service vehicles that may contain the part (GPS tracking enables this). If another nearby service vehicle is determined to have the required part, then driving directions can be sent.
9. When the service technician arrives at the service vehicle with the needed part, then the part is scanned using a bar code scanner in the handheld computer to log its removal from the vehicle's inventory and assigns it to the appropriate work order number.
10. Back at the work site, the service technician runs into a challenge. He has never worked on this model before and needs advice. He snaps a digital photo of the equipment and synchronizes it back to the office. His supervisor reviews the photo and calls him with advice which saves possibly hours of time and mistakes.
11. Once the work is completed, the service technician signs his name on the handheld computer screen, and has the customer sign the work order screen as well. The service technician prints an invoice on a mobile printer and collects the payment or swipes the customer’s credit or debit card. The collection is noted on the mobile work order and synchronized back to the office.
12. A customer survey can pop-up asking the service technician to let the customer answer a series of questions that will impact the service technicians monthly bonus plan
13. As soon as the work order is completed and synchronized, the mobile application reminds the service technician to promote a 2 year service contract. The service technician reviews the details with the customer and signs them up for a 2 year service contract. Next, the work order system reviews job locations and priorities and assigns the next optimized work order to the field service technician.

These business processes are all criticial to the success of a field services business. These processes are sometimes complicated, and with the service technician remote and without direct supervisor management can often be done wrong or incomplete if paper based. The ability to standardize and automate these processes allow service based businesses to accomplish more business with less resources and with better quality.

SAP users are often large companies. Their field service operations can involve hundreds and even thousands of mobile workers. The possible savings from improving mobile operations can be enormous. If you would like to brainstorm about some or all of these mobile business applications for field services companies send an email.

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Visiting MobileDataforce and Talking Mobile Software, PDAs and Handhelds

There are significant benefits gained from visiting MobileDataforce in Boise, Idaho. A recent visit by a team researching our enterprise mobility software platform, PDAs, Handhelds and mobile application development expertise included a fly fishing excursion to the South Fork of the Boise river. Many fish were caught and fun had by all!!!

By the way did you see that Boise is #2 on Forbes Magazines new best places for business and careers!

MobileDataforce Announces FieldSync Automotive™ for Paintless Dent Repair

Mobile software solution provides VIN scanning and decoding, automotive inspections and work order applications for use on Windows Mobile handheld devices

Boise, Idaho— November 15, 2007 – MobileDataforce® a leading provider of business critical mobile software applications today announced a new mobile software solution called FieldSync Automotive which was designed and developed using the popular PointSync Mobility Platform for mobile handheld PDAs. This application is specifically designed for companies involved in the mobile automotive services market such as Paintless Dent Repair, Smart repair, windshield repair, bumper repair and other mobile services that require automotive inspections, work orders, VIN scanning and decoding, mobile invoices and reports.

“We are excited about offering a new category of mobile business software solutions,” says Kevin Benedict, CEO MobileDataforce. “FieldSync Automotive is the first in a series of mobile business solutions that we will be releasing on the PointSync Mobility Platform to run on Windows Mobile devices.”

VIN Decoding with the Socket SoMo Handheld PDA & Socket Scanner on GM Automobiles

MobileDataforce is involved with a lot of mobile software project's in the automotive industry. Paintless Dent Removal, windshield repair, automobile bumper repair, upholstery repair, etc. Many of these projects we work on use the ability to scan the barcode VIN (vehicle identification number) on the automobile. Scanning the VIN enables you to quickly pull up all the relevant data on the car and to uniquely identify the car you are servicing.

Yesterday we tried to use the new Socket Pocket PC with an add-on Socket barcode scanner to read the VIN on a General Motors vehicle. No luck. GM automobiles all have their VIN number with barcode on the dashboard so you must scan through the windshield. The scanner is just not bright enough to penetrate the windshield under full sun. This is not unique since about the only device we have tested that does this well in the Psion Teklogix WorkAbout Pro with a laser scanner.

In defense of the Socket SoMo - we are very impressed with the speed of this device and it's PDA capabilities. Our Product Manager uses it daily in the office.

Tools, Parts & Mobile Work Order Solutions on Handheld PDAs

We have had several requests recently to combine mobile work order solutions with inventory and asset tracking applications for use on mobile handheld PDAs. This is not unusual, it just points out the fact that companies are recognizing a great deal of value from mobilizing business processes. Here is an example:

The company wants to track any employees that enter the stockroom where both inventory and tools are kept, and track anything that is removed by them. They would do this by matching the employee's ID cards, with the customer's work order and any inventory or tools that are used on the work order.

This solution would better control the use of tools and inventory, and ensure they are appropriately billed to the customer's work order. This system would provide the following ROI:

1. Reduce missing inventory
2. Bill the customer appropriately for inventory usage
3. Bill the customer appropriately for the use of tools
4. Track the tools and who has them (asset tracking)
5. Assign inventory and tools to an employee for accountability
6. Reduce the labor needed to manage inventory, billing, and assets
   

SoMo 650 Socket's New Mobile Handheld PDA

Here is an interesting development in the world of PDAs and bluetooth barcode scanners - Socket, a company that traditionally manufacturers accessories and add-ons for other company's PDAs and handheld computers, has just announced their own PDA called the SoMo 650.

This is an interesting development since sales of stand alone PDAs (those without phone capabilities) have been dropping year-over-year in favor of PDA Phones and Smart Phones (PDAs running on Windows Mobile and other powerful operating systems that included integrated phone capabilities). It will be interesting to see how a new PDA without phone capabilities will sell these days.

I also wonder how this will impact Socket's sales of their bluetooth barcode scanners and other accessories. Other PDA manufacturers will naturally want to avoid referring customers to them out of fear that Socket will sell them the SoMo 650 rather than their iPAQ, XDA, MC35, MC50 or MC75.

Symbol Technologies, Intermec Technologies and many other handheld computer makers are rapidly downsizing handheld computers and releasing smaller versions, but most have integrated phones. These companies have often referred business or resold Socket products...hummmm. They will be very wary of Socket going forward.

Socket must believe they can make more profits by selling PDAs than not. So let the games begin!

Ruggedized Cases for PDAs

In our office here at MobileDataforce in Boise, Idaho we have several tables covered with ruggedized handheld computers and ruggedized cases for PDAs on display in our executive briefing area. Recently we received a new box full of ruggedized PDA cases from a company called Otterbox. I must say there are some very impressive and appealing cases for PDAs and PDA phones. These cases can keep the majority of water and dust off your devices and can provide you with a much greater level of protection from common bumps and drops. They don't offer industrial grade protection, but they do offer a much higher level of protection than a standard exposed phone or PDA.

My sales team is now using the Otterbox for the Palm Treos they carry. The above picture shows how they look. The keys on the Otterbox case work surprisingly well, and a lens on the back allows you to take digital photos without taking the phone out of the case. Good job Otterbox! I drop my PDA phone about once every couple of months and a protective case like this can mean the difference between picking up a working, or non-working PDA phone.

Mobile Software Platforms for Handheld PDAs and Smartphones for Enterprise Mobile Software Solutions

I was reading an article from Gartner last week that mentioned by 2009 companies would be seeking mobile software platform solutions for use with smartphones and handheld PDAs, rather than single purpose mobile software applications. I agree and have been evangelizing this strategy for some time now. Let's discuss why I believe this statement to be accurate.

A single purpose mobile software application is designed for only one business process -for example, an electrical substation inspection. It has no value beyond that one inspection process. A mobile software platform in contrast, would enable an infinite number of different mobile software applications and inspection software programs to be designed, developed and deployed on the same platform.

Last year I was working with a large electrical utility company. They had 7 different enterprise applications that all had their own mobile handheld PDA applications. The IT department had no interest in learning and supporting 7 different mobile client applications, design environments, security architectures, help desk organizations, vendors, etc. They wanted one mobile software platform that could provide mobile handheld clients for all of their enterprise applications. This would reduce costs, headaches and enable their IT team to learn one environment that could support all of their mobile client needs. MobileDataforce's PointSync Mobility Platform is designed specifically for this purpose.

A mobile software platform should provide the following components:

• Mobile application development environment (easy to learn visual development)
• Mobile synchronization middleware
• Mobile application, device and user manager
• Mobile databases and database server(s)
• Integration and adaptor tools

A mobile software platform enables a business to mobilize all of their field operational processes, not just a single process.

Mobile Software and Handheld PDA Technology Innovations for 2007

The two following innovations for mobile handheld PDAs and Smartphones are the most innovative I have read about in a long time.

1. Flexible flat screens


2. Flash memory in laptops to improve boot-up speed

The flexible flat screen is pictured here. It is about the thickness of paper and can be plugged into a Smartphones, handheld PDA or ruggedized handheld PDA etc. It can be rolled-up and inserted into a tube that fits in your pocket or brief case. It would allow you to read ebooks on 8"x 11" or A4 sized screens, or view CAD drawings or maps stored on your Smart Phone. It would enable your Smart Phone SIM card, that holds gigabytes of maps, to display them on portable, flexible full sized screen. I love it!!!

MobileDataforce has many customers that find it necessary to buy two different mobile handhleds, one a ruggedized handheld computer, and another a ruggedized laptop to view maps. If a flexible screen could be plugged into the ruggedized handheld, so full sized maps and CAD drawings could be viewed, then this would remove much of the need for the additional and expensive ruggedized laptop.

Now on the subject of the flash memory boot-up. Have you ever wished your laptop would boot up instantly like your mobile phone? If so, there might be a solution for you. In the next few months new laptops are supposed to be available that boot-up from flash memory, so they don't have to wait for the hard drive to start spinning in order to boot up the laptop. This should enable laptop users to boot-up in seconds and save us mobile road warriors a lot of time.