Kevin Benedict Ponders the Future

The Future of Mobile and Route Sales Applications for Smart Phones, Part 2

This article is the second in a series on Mobile and Route Sales Applications for Smart Phones. You can read part one here.

In this recent article I described my need to know when the New York Times newspaper arrived at the local Starbuck's Coffee shop. I wanted an email or text message telling me that my paper arrived at 7:44 AM. Why? I wanted to buy a copy before it sold out. If it was sold out, I wanted to know the next closest location that may have one in inventory. This required some application integration and clever real-time notification systems, but it was very doable. The route sales/driver also would appreciate the above application as it would sell more papers and there would be less to pick-up and transport back to the warehouse for recycling.

In this second article in the series I want to focus on the use of business intelligence and business analytics as it relates to mobile applications. If you are driving a vehicle and/or using a Smart Phone, you do not want to be doing a lot of research and analytics on your small screen while driving. There should be a workflow already created in your central database application that you can simply activate through a request on your mobile device. This could be a series of queries, filters and reports that can all be activated and analyzed by the business analytics software in the central office. The resulting report of this analysis is your instructions and action steps as a sales person or route driver.

You should be able to know and do the following:

What products generally sell the best the last half of October in this location? Don't make me guess or spend half a day researching. Just tell me the results and how many units you should sell. If there is a promotion, rebate or sale on these specific products tell me.
If a store has sold out of a product line, and there is inventory in a nearby store or delivery VAN that is not selling, tell me so the inventory can be shuffled. (See related article)
What is the profile of my best customers? What prospects match that profile in the part of the sales territory where you are travelling today? Give me the route and best sales approach so I can stop by for a quick sales call.
I want my customers to appear on a map. I want LBS (location based services) shouting out to me instructions on what the customer has purchased, what they are likely to purchase, and what promotional campaigns I should be sharing with them. As you have limited time with each customer, you need to be using your time most efficiently to generate the most sales and profits.
The business intelligence software in the central office, should be advising me as to what combination of products are most likely to appeal to a customer at this time. Don't make me research through my catalog and inventory. Prepare a list that can be quickly printed off on a mobile printer in the vehicle.
If a competitor is running a national or regional promotional campaign, tell me. Tell me how we can compete effectively against it. Don't make every sales person try to come up with their own unique strategy and plan. Keep your sales people face-to-face with customers and prospects and using the company's best messages and programs.
Don't force me to learn and remember every sales, discount, rebate, marketing and promotional campaign in advance. Provide me with the list that is relevant to each specific customer only. Let's be efficient with our time. Don't talk about a promotion on Prune juice if the customer's store doesn't carry it.
Provide the route sales person with a list of retail locations (on a map with push pins and best routes) carrying your competitors products and then provide them with a good competitive proposal. Again, make it easy.

All of these points are simply ideas as to how CRMs (customer relationship management) applications, business intelligence software, business analytical software, marketing and promotional management software, mapping/GPS and inventory management software all integrated together with pre-configured workflows can quickly produce, in real-time the information most needed by a mobile sales and/or route delivery person. This information can be packaged and synchronized out to the sales person's Smart Phone.

If you would like to discuss this topic in more detail please contact me.

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Author Kevin Benedict
Independent Mobile Strategy, Sales and Marketing Consultant
www.linkedin.com/in/kevinbenedict
http://mobileenterprisestrategies.blogspot.com/
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The Future of Mobile and Route Sales Applications for Smart Phones, Part 1

I can see multiple mobile applications and technologies converging rapidly to provide some very interesting scenarios for mobile and route sales people. Consider the following scenario.

A mobile sales person or route sales person is driving through an unfamiliar territory. She stops in a parking lot and activates an application on her Smart Phone that identifies her location and requests visibility into the location of all current and past customers, and any known sales prospects. Her application, using Google Maps provides a map with color coded "push pins" showing the exact locations of each. Tapping on any push pin identifies the street address, name, product and account history.

The mobile sales person only has 2 hours to spare, so selects a priority filter. The map updates and removes non-selected accounts. She then selects the option to have route optimization activated from her current location in the parking lot. She gets the optimal route provided to her. She then selects an option for account "Talking Points." This option queries the central office to identify all products the accounts have purchased in the past, (accounts are represented by the color coded push pins on the map) and any product updates, upgrades, warranties, trade-ins, discounts, account issues or complimentary products that she should mention on the visit. As she begins to drive, all of this information is described to her using the voice option. This allows her to safely drive to the next location while learning all about the account.

This kind of mobile Smart Phone and central server application would provide huge efficiencies for a mobile sales representative or route sales person. The central server application, using a CRM, business intelligence and business analytics with GPS, route optimization and LBS (location based services) technologies to make the life of the mobile sales person so much easier.

For SAP users you can see the value of using NetWeaver and the Data Orchestrator as the synchronization and integration engine.

The scenario described above is not rocket science. The technology exists in many different applications, but it is segmented. Adding business intelligence, mapping and GPS technologies to basic CRM functionality can be extremely powerful. If you add to that business analytics, product catalogs, marketing and promotional campaign data, then you have a system that can advise the mobile sales or route sales person as to what is likely to be most interesting to the client. Wrap all of this integrated technology and data into a mobile handheld or Smart Phone application and you can revolutionize route and mobile sales.

Again, if you are an SAP user you can see the role of NetWeaver, Data Orchestrator, Business Objects, CRM, etc.

The bottom line is to increase sales and reduce expenses through increased productivity that will generate more sales and higher profit margins.

Part 2 or this article series can be found here.

If you would like to discuss this topic in more detail please contact me.

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Author Kevin Benedict
Independent Mobile Strategy, Sales and Marketing Consultant
www.linkedin.com/in/kevinbenedict
http://mobileenterprisestrategies.blogspot.com/
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Mobile Computing, High Speed Internet and Good Transportation is the Answer for the Heartland

There was an interesting article by Bill Kauffman in the Wall Street Journal today (October 20, 2009) in the Bookshelf section called Where Home Is, The Heart Isn't. It talks about the book Hollowing Out the Middle by husband and wife sociologists Patrick J. Carr and Maria J. Kefalas that describes a trend where young people of intellect and ambition leave the middle of America for the coastlines. This migration has devastating effects on the middle of America according to the authors.

The sharpest insight in the book according to Kauffman is that "small towns play an unwitting role in their own decline" by promoting the idea that fulfilling one's dream means one must leave home for the big city lights along the shores.

I live in Boise, Idaho. A small town in the high desert at the base of the mountains far from any oceans. Mobile computing, high speed Internet and a nice airport has made this a great base to raise my family and develop a high tech career. I travel all over North America, Europe and even Australia from here. Hewlett Packard, Micron, Microsoft and Sybase have all established a presence here.

I propose that small cities or towns, far from the big city lights of the coast, can often provide a higher quality life, a higher standard of living and more options to travel and learn about the world. Why? The cost of living is often a fraction of what living in a large coastal city requires and you are left with more disposable income.

Let me pause here to say I love the coasts. I love traveling to San Francisco, Boston and New York City and other great cities. We travel to the coast often on business and as a family on relatively low cost airline tickets. We would be missing many wonderful experiences and sites if we never visited these locations. However, I must say it feels good to return home to the mountains and the blue turf in Boise.

Small towns in middle America must understand that mobile computing and high speed Internet have changed everything. Entrepreneurs can choose nearly any place in America to run national and international businesses. I am continually impressed by how many people I meet that work at large multi-national companies and live and work from home offices in Boise. The flights leaving the Boise airport are full of highly educated people working from home offices and traveling to see customers and attend company meetings around the USA and globally.

Today, "small" town should refer to the population size, not a frame of mind. I see Boise, Idaho as a place I live and raise a family, but the world is my workplace thanks to mobile computing, high speed internet and a great little airport.

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Author Kevin Benedict
Independent Mobile Strategy, Sales and Marketing Consultant
www.linkedin.com/in/kevinbenedict
http://mobileenterprisestrategies.blogspot.com/
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Equipment Centric Mobile Software Applications and Workflows

A service technician receives a mobile work order dispatched to his rugged mobile handheld. It calls for the immediate repair of an air conditioning unit in a specific factory. Under the account status it says annual service contact in flashing red. He pushes the red flashing button and the mobile work order application then queries a different application - the central office CMMS (computer managed maintenance system) for any additional maintenance or inspection work that needs to be completed on the broken air conditioning equipment, or any other equipment under a service contract in the area.

Let's pause a moment and consider the implications of the above scenario. A need for a customer's equipment repair generates a work order that is wirelessly dispatched to the service technician. While at the jobsite, the service technician wants to know if any other equipment needs serviced while he is onsite. If he can accomplish more work while he is onsite, then that can save fuel and travel time expense.

Ideally, there would be an automated workflow that would link the Work Order Management System with the CMMS (computer managed maintenance system) and service calls would be organized (repairs, regular services and inspections) prior to the service technician dispatch, but even without this integration good mobile software application can synchronize with multiple backend database applications so onsite coordination can be done.

What kind of "regular" services are needed? Often, HVAC (heating ventilation and air conditioning) companies will service their customers' equipment on a schedule for an annual service fee. To be profitable, the service company needs to make each visit the most efficient possible. They will inspect the equipment, do minor maintenance and change out filters. If a service technician is already onsite with a service dispatch, then he can efficiently conduct the "regular" services on additional equipment while he is there.

Often the environments described above involves a number of different software applications. CMMS, Work Order Dispatch, CRM and the customer's Asset Management software application. Ideally the service company would have the CRM/CMMS and Work Order dispatch system in place and all of these would integrate and synchronize with the mobile handheld computer. Once the work was completed at the jobsite the work order details would then be integrated with the customer's Asset Management application. This would allow the customer to keep their records updated on each piece of equipment.

For a related article on geotagging equipment for Asset Tracking and Management please see this article.

If you would like to discuss this topic in more detail please contact me.

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Author Kevin Benedict
Independent Mobile Strategy, Sales and Marketing Consultant
www.linkedin.com/in/kevinbenedict
http://mobileenterprisestrategies.blogspot.com/
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M2M, Route Optimization, Handhelds and Business Intelligence

Recently I wrote about mobile software applications physically moving objects such as unlocking car doors. I have also seen interesting scenarios where mechanical objects activate mobile applications. One example is the PTO on a snow plow activates the GPS to track the routes being plowed, sprayed with deicer or sanded and this information is wirelessly updated in real-time to GIS system to view coverage areas.

Another scenario is a mini-inventory management system or a M2M (machine to machine) scenario whereby a snack vending machine wirelessly notifies the vending machine owner of current inventory levels.

I can envision a scenario where 1,500 vending machines automatically and wirelessly update the central office ERP with their inventory levels. The ERP checks inventory in the central warehouse and automatically creates shipping orders and replenishes low warehouse inventory through automated ordering rules with preferred vendors.

Business intelligence software predicts the demand for specific products for each location and vending machine based upon sales and date and time stamps. This prediction is used to load the route vans.

Next the route optimization software creates the most efficient routes for the drivers and synchronizes this with the driver's handheld computer.

M2M data synchronization is being added to more and more equipment these days.

If you would like to discuss this topic in more detail please contact me.

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Author Kevin Benedict
Independent Mobile Strategy, Sales and Marketing Consultant
www.linkedin.com/in/kevinbenedict
http://mobileenterprisestrategies.blogspot.com/
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- Posted using BlogPress from my iPhone

Multi-Purpose and Multi-line Smart Phones

It occurred to me today that I would like a Smart phone with both a personal line and a business line in it. I work remotely so most of my work related phone calls come to my iPhone. When I create a voice mail I must choose between a business sounding voice mail, or my imitation of Elvis Presley. I don't want to choose. I want both.

What Smart phone manufacturer is going to give me both a personal and a work phone all in one Smart phone handset?

- Posted using BlogPress from my iPhone

Wirelessly Controlling Equipment with Mobile Software Applications

In a recent article I wrote about mobile software applications that could physically move objects. Here is another example for you to ponder from Telemetrics. This is how they describe themselves, "We deliver cost-effective wireless communication and control solutions for a wide range of distribution automation and power reliability applications." One of their products is called Monitor and Control Reclosures. It uses small monitors with wireless communications equipment to remotely report on equipment status. The most intriguing part though is mentioned below in feature #2, Here is what it does:

Monitor recloser status points, such as a trip and lockout event, and automatically notify dispatch personnel. Notifications are sent upon alarms or events via pager, email or voice and can be sent to multiple individuals.
Assist repair crews with the ability to provide open and close commands by supervisory (wireless) remote control of the recloser.
Offers real time status of all the inputs/outputs of the recloser:- open/close state of recloser contacts- high and low voltage readings (AC powered models)- time of the events- presence of AC voltage (outage monitoring)- recloser malfunction indication- local/remote or hot line tag switch status- total count of recloser operations

Note feature number 2 - it provides the ability to remotely open and close the reclosure (see definition of reclosure). Mobile devices are being used to remotely monitor equipment, physically control and move them, in addition to things like visually watch, locate and track equipment assets.

We live in very interesting times. The challenge this year for mobile technology companies is to start aggregating these various mobile applications and technologies together and marrying them with mobile workflows, business process engines and business analytics.

If you would like to discuss these technologies in more detail please contact me.

Here are some related articles about mobile workflow, business processes, location based services and mobile business analytics and intelligence:

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Author Kevin Benedict
Independent Mobile Strategy and Marketing Consultant
www.linkedin.com/in/kevinbenedict
http://mobileenterprisestrategies.blogspot.com/
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Mobile Applications that Move Things

There is a new category of mobile software applications for Smart Phones and handheld computers that physically move things. I love it!!! Zip Car, a rental car service, allows you to use your iPhone to both find and unlock the rental car. Zip Car's business model is they park their rental cars around a metropolitan area and people can register and pay for the rental online, then they are provided with a list of locations where these cars are parked near them. Once there, they can enter their rental code into their iPhone and the Zip Car is unlocked for them.

In this USA Today article, a California company has now created an application called Viper SmartStart that can replace your car keys. Your iPhone will now be able to lock, unlock and start your car. Again, your Smart Phone is controlling mechanical movements. Next I can see throwing away my garage door opener, TV Remote and using my iPhone to start up and warm my car during the dark of winter.

I have read in other articles about home security systems and security related video cameras all being managed and activated by Smart Phones. There has been the concept of convergent devices for some time, but this generally referred to converging different pieces of equipment such as bar code scanners, GPS, digital cameras etc, together in one mobile device. This new Convergence 2.0 includes taking control of and managing the mechanical movement of things.

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Author Kevin Benedict
Independent Mobile Strategy and Marketing Consultant
www.linkedin.com/in/kevinbenedict
http://mobileenterprisestrategies.blogspot.com/
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Mobile Applications, Location Based Services and Distribution

In this article, I wrote about a concept of having CPG companies or distributors of perishable products notify customers when their products are in inventory at a particular location. The example given was The Sunday Edition of The New York Times. I wanted to receive a text message or email when The New York Times was delivered to my local coffee shop. That way I could quickly drive down and grab a copy before they were all sold out.

The LBS (location based services) and real-time notification system would need to be notified by the distributor when the product was delivered and available to be sold in a particular location. The system would require the distributor to scan a bar code label on the product with a handheld computer that includes a barcode scanner. The product, date and time stamp and location would be synchronzied with a real-time notification system that could send our text messages and emails to the subscribers.

This article, and the article linked to it, are identifying an entirely new category of mobile and real time inventory systems that could be of enormous value to wholesales distributors and CPG companies.

If you would like to discuss this topic in more detail please contact me.

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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 Blogging

This is my first attempt at blogging remotely from my iPhone. Hummm...I guess this will enable me to update readers from mobile and remote jobsites. I haves managed mobile implementations in New Zealand, Uganda, South Africa, South America and Wales. Not that Wales is quite as remote, but it would be fun to blog in Wales again.

- Posted using BlogPress from my iPhone

Mobile Applications and Location Based Systems for Supply Chain and Inventory Management

In an article I published recently about grocery stores using LBS (location based services) on mobile devices and Smart phones, I proposed there were additional areas that large enterprises could benefit from real-time data collection, B2B integrations, business intelligence and location based services. Let's take a look at a couple of additional scenarios:

14 trucks are delivering perishable products on routes
Truck #7 has a customer that has an unexpectedly high demand for a product
Truck #7, using a mobile handheld computer, requests additional inventory from the SAP ERP (enterprise resource planning) software in the central office.
The SAP ERP reports inventory levels on all 14 trucks based upon the real-time synchronization of data with each of the handheld barcode scanners of the trucks
It is determined that truck #9 has excess inventory of the needed perishable product
The GPS service in the handheld computer used by truck 9 identifies it's position and a meeting location is quickly identified so inventory can be transferred from one truck to another to enable maximum product sales
The route driver for truck #7 scans the bar codes on the boxes of perishable products in truck #9 and transfer the inventory from #9 to #7 and goes on his/her way.

That is a simple mobile inventory example using GPS integration with barcode scanners. What if there was an example of products sold on consignment? Let's use pre-paid calling cards as an example:

The product is distributed to 500 stores
Some stores sell more of these products than others
When one store is low on these, an EDI message should be sent to the product company informing them of a need for additional inventory at a specific location
The product company should be able to quickly determine where additional inventory is available in other locations.
A representative of the product company should be able to remove excess inventory from one store to replenish another.
With a handheld computer that includes a barcode scanner, the product representative can check inventory back into the SAP ERP system, which removes it from one store's inventory, an EDI or B2B electronic message is sent to the stores ERP notifying them of the product's removal from inventory.
Next the product representative takes the excess inventory to the store that needs additional inventory, the products are scanned, using the barcode scanner and added to the local stores inventory. The barcode scanned inventory information is then synchronized to theproduct company's SAP ERP system which sends an EDI message to the store notifying them of the additional inventory at that location.

Where does LBS (location based services) fit into these scenarios? Inventory levels from various locations are constantly being uploaded via EDI/B2B and monitored. The inventory of each location, rather than being static, becomes a dynamic inventory that is able to be shifted according to local demand.

If inventories can be considered dynamic and mobile, able to be shifted according to demand, then there is the opportunity for incredible savings. Much of the guess work can be avoided as the inventory for one entire region can be moved and shifted according to demand.

I picture a scenario where a consumer can visit the website of the product manufacturer and request the location of the nearest available inventory to their moving vehicle. iPhone applications already request to use your current location. This information can be automatically passed to the product manufacturer and used to query for the nearest product location. Perhaps best prices can also be included at some point and mobile coupons.

The ROI for the distributor or manufacturer comes from avoiding loss, excess or slow moving product inventories that trap or lock-up cash flow, reduced inventory storage costs, and a reduced need to discount in order to move the products. A benefit is the ability to move product inventories to the locations where there is the most demand so sales can be maximized at the locations with the highest margins.

If you would like to discuss this topic in more detail please contact me.

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Author Kevin Benedict
Independent Mobile Computing, EDI and B2B Expert and Consultant
www.linkedin.com/in/kevinbenedict
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 Coupons and Gambit Mobile - I Love it!

This mobile coupon concept by Subway is BRILLIANT! I found this excerpt in a press release from http://www.gambitmobileinc.com/.

Big brands such as Subway have embraced mobile coupons. The thing Subway likes the best about the mobile coupons medium is that it can reach its target audience when that audience is most likely to buy. Subway sends text messages to its opt-in database just before lunch time when workers are deciding where to go for lunch. Receive a mobile coupon and it’s almost already decided for them.

They time their mobile coupons to hit the Smart phones and other mobile devices when your stomach is growling and you are watching the clock for lunch time. I love it!

Give the customer exactly what they need, on a mobile device, exactly at the time they need it.

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

Business analytics and business intelligence is one of the few hot areas in enterprise IT sales now days. In fact, SAP is shifting resources from other business groups to focus more on their Business Objects solutions. All companies, executives and managers seem to be crying for more information that they can use to make faster and better decisions. In tough economic times, information is even more critical. Take this trend and consider that over 40% of the workforce is now considered mobile and you have an emerging requirement for mobile business intelligence and analytics.

In this recent article on Mobile Business Intelligence that I authored, an example of how service companies and their field service technicians can use mobile business intelligence was detailed. The bottom line, managers and mobile employees need access to critical business intelligence and business analytics while they are out of the office with customers or on remote job locations. This information needs to be published and formatted to fit the mobile devices used by these workers so this data can be used on location where ever that may be.

Today business intelligence and business analytics applications are designed for desktops and servers connected to large databases. There is also a need for better business analytics and intelligence on the mobile device. Mobile handheld computers have become powerful hardware platforms for many data collection accessories including RFID readers, barcode scanners, GPS units, data collection applications, Bluetooth to anything applications and much more. This collected data can be considered business intelligence. Business analytics is the processing and reporting of this data and what it means to the business. This information, in a mobile format is needed just as much by mobile managers as sedentary managers.

Mobile business intelligence and business analytics is an important segment of mobile software applications that needs a lot more development and thought. Other areas of mobile applications that need additional development are detailed in these articles:

If you would like to discuss any of these topics in more detail please contact me.

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Author Kevin Benedict
Independent Mobile Computing, EDI and B2B Consultant
www.linkedin.com/in/kevinbenedict
http://b2b-bpo.blogspot.com/
http://mobileenterprisestrategies.blogspot.com/
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Mobile Application Integration Platform - For Data Collection and Cloud Computing Services

An increasingly large amount of data is being consumed by mobile handheld computers and Smart phones. This data can come from a wide variety of sources and be in many different formats including GPS, LBS (location based services), SMS, voice, Email, Video, digital photos, barcode scanning, RFID, voice memos, documents and Bluetooth data connectivity to a large variety of data collection tools and equipment. The data can come from many different ERPs, database applications and SaaS (software as a service) offerings in a cloud computing environment.

The demand for mobile applications and mobile devices to be able to consume all of these various data sources and formats creates a need for an mobile data aggregation platform for mobile data feeds. This data often needs to be integrated into a mobile application somehow so the data can be used by the mobile worker. Some of this data can be aggregated on the database server side and downloaded or streamed to the mobile device, but data collection equipment and some applications are connected directly to the mobile device. For example, a voice memo application, GPS reader and a barcode scanner may be directly connected to the mobile device. The results of the barcode scan and the GPS data may be synchronized with the ERP to identify an asset that is located at a particular location. A data collection form that helps document the condition of the asset needs to be integrated with a digital photo, GPS data, voice memo, barcode scan and the asset data downloaded from the ERP. All of this data once aggregated, can be updated and synchronized back with the ERP.

There are some data sources such as weather conditions, shipment tracking and currency exchange rates that may be available as web services. This data also may be required on the mobile device, and even incorporated into the mobile asset management application. How do you bring all of this data together from the server and from the data collected on the mobile device so it can be used by the mobile worker in the field? That is the challenge. It can always be done in a custom manner, but how can this be solved in a reusable manner?

Mobile applications need:

GUIs or mobile application forms that have an integrated data validation and business rules engine
GUIs or mobile application forms that include a mobile workflow engine associated with the screens
Mobile database and synchronization technology
Mobile data aggregation platform (this article)
Mobile business process platform and ERP integration so the mobile worker can be part of the enterprise business processes in the ERP even outside the four walls of the enterprise

There needs to be a design and development strategy and a solution that can aggregate all of the various web services with the feeds from data collection equipment on the server side and on the mobile device side. This will become increasingly important as additional LBS (location based services) and consumable web services become available.

A mobile application on a Smart Phone or ruggedized handheld has access to a great deal of data. The value of the data comes from aggregating it in a standard way that can be used to make good business decisions. Today this takes a great deal of custom software development for each application. It is time for some good mobile software developers to solve these problems.

If you would like to discuss this topic in more detail please contact or hire me :-)

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Author Kevin Benedict
Mobile Computing, EDI and B2B Evangelist 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.

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.
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?

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.
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.
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.
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.
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.

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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Airlines Make Some Improvement by Using RFID and Bar Codes on the Frontlines

In today's edition of the Wall Street Journal in the Technology section is an article written by Daniel Michaels called Airline Industry Gets Smarter with Bags - Carriers, Airports Use Scanners, Radio Tags and Software to Improve Tracking of Luggage. This article details some of the steps that airports and airlines are taking to use bar codes, bar code scanners and RFID tags to improve the tracking of bags. Why? Each bag that they lose costs them on average of $100 to return to the angry owner...read more.

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SAP and Mobile Computing

SAP's NetWeaver supports both connections to EDI trading partners, and to mobile computing devices. It is interesting to consider how similar traditional EDI and mobile computing are to each other. This article details some of the similarities.

The bottom line, both EDI and mobile computing require the exchange of data between the SAP ERP and a third party. In the context of mobile computing it is the mobile device. In the context of EDI it is your trading partner (supplier, customer, logistics partner, etc.)

If you would like to read more about SAP and EDI click here.

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Mobile Application Development - Focus on the Browser

I came across this article today by Carl Weinschenk on the challenges of selecting the right mobile OS and hardware platform for application development. The problem is many companies have users in all camps. This is a common issue, that all mobile application developers must ponder.

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54 Questions to Help You Select the Right Mobile Handheld Computer

Mobile computing requires mobile computers. Which brands and models you select can be a hard decision. The following list of questions are designed to help you think through some of the big issues that will enable you to narrow down the selection list.

The first big question you should answer is what is the primary purpose of the handheld or mobile device. Is it barcode scanning, GPS, RFID, surveying, map reading, voice calls, email, digital signatures or field data collection?

The second big question is what is the environment that the device will be used in. Is it used in the office, clinic, warehouse, cold storage or out in the rain on a construction site.

There are a large number of very good handheld computers, PDAs, Tablet PCs, laptops and Smart Phones to select from, however, the key to getting the right mobile device is to research the business purposes and the environment in which the solution will be used before making a selection. The following questions should help you narrow down your list of mobile handheld computers:

What environment will you be working in - is it hot, cold, wet or dusty?
How rugged do you need your device? There is a ruggedness scale.
Are there explosive vapors or explosive powders?
Is it a clean office environment, or a muddy and rugged outdoors environment?
Is the user in and out of vehicles all day?
Is your software application focused exclusively on bar code scanning, RFID reading, GPS, or do you need a multi-purpose data collection device?
Will the hardware configuration ever need to be changed? Some handhelds can be configured at will; others are locked and can only be used with the original configuration.
Will the device be used as a primary phone, or is it focused on data collection?
What hardware requirements does your mobile application require?
Will the battery last long enough to complete your daily work between charges? Do you need back-up batteries? Can you use batteries purchased at the local market, or are they vendor specific?
What is your budget? What does the value of using a handheld computer justify spending?
Do you have enough budget to purchase or develop the mobile software and hardware you need? Does your budget only allow for low cost consumer devices?
How many replacements(of a consumer device) does it take to equal the cost of a ruggedized handheld?
How do you replace broken devices? Can you get a replacement service in 24 hours, or must you wait a week?
What kind of support contracts and warranties are available?
How long will your new handheld computer be supported, serviced and manufactured by the vendor? Is it near end of life and being discounted for a reason?
Can you upgrade the operating system when Microsoft releases a new version of their mobile operating system?
Can you use standard laptop data cards in the handheld, or do you need to pay for high priced vendor specific cards?
Can you view the screen effectively in the sunlight?
Can you add more memory if your requirements increase?
A few industrial handheld computers have flashlights built into the device to provide better light for taking digital photos. Is this useful?
Do you require GPS? If so, how accurate?
Will your users be wearing gloves? If so, small keyboard buttons won't work. How big of keys do you need?
Do you need a water proof, or just water resistant case for your handheld?
Does the bar code scanner work effectively in real-world environment? Some scanners cannot scan effectively through glass or plastic.
Is the size and weight of the handheld appropriate for the user and environment?
Can your handheld computer support all the add-ons you require at the same time? Some devices can only support a specific number of add-on components so you are forced to choose. Some cannot support both a GPS and a data card at the same time. Some devices cannot support both a bar code scanner and a GPS add-on. This is an important consideration.
Do you need only a touch screen and navigation pad, a number pad or a full QWERTY keyboard? This is very important for user acceptance.
Is the handheld device also going to be used as a phone? Is a 2 pound industrial grade handheld really a usable phone?
Does your low cost consumer grade PDA need a rugged case like the ones Otterbox sells?
If you only have a budget for a low cost device, does it support the battery life and add-on components you require?
How will the device be transported around a job site? Will it strap to a belt, swing from a shoulder strap, sit in a holster or be mounted to the dashboard of your truck? Does your device support your chosen method?
Where is the closest inventory of extra handheld computers? Where is the closest repair depot?
Will your vendor loan you a device on trial?
Can you rent the handheld if you only need it for a short-term project?
Does your vendor take trade-ins on your old handheld computers?
Can you get the same exact handheld, under a different brand name for less?
How will your handheld computer send data back to the office? Cradle sync, WiFi, bluetooth, wireless data card, GPRS/GSM, CDMA?
What size screen do you need? Some devices like the Jett-Eye have a "landscape view" others a "portrait view" many have different sized screens. What do you require?
Do you need an integrated digital camera? Do you need a low or high resolution camera and does your device support it?
Does a refurbished device from Ryzex make better sense that a new device?
Where is your vendor's office? Are they in the neighborhood or on the other side of the planet? Does their location offer you the support and attention you deserve?
Does your handheld computer run on the same operating system that your mobile software solutions requires? I have had customers order Windows CE devices for their Windows Mobile application. It did not work.
Is your device likely to be stolen? If so, you may want to use cheap devices that can be easily secured and replaced. We have implemented projects in Africa where this was an issue for the buyer.
Does your handheld computer come with a pistol grip or other straps that help you avoid dropping it?
Can you comfortably hold the device in your handheld and complete your work? Some devices have scanners on the side, on the end or underneath.
Can you effectively view the data you need? Some jobs simply require a full keyboard and a full screen for viewing large CAD files or Maps. Does your screen size match your requirements?
Where will you store the device when you use the washroom? One of my customers used Tablet PCs and they kept breaking when they slipped off of the sinks in the bathrooms.
Does the mobile device you select support the RFID reader you need for distance and accuracy?
Does the battery in the mobile handheld last long enough after you have added on all the additional hardware accessories? Each added radio uses more energy.
If you have dozens of handheld computers, how will you charge them all at the same time? Do you have a docking station that allows for all of your devices to both charge and synchronize at the same time?
Do you need wireless data plans, or does batch synchronziation after each shift work?
What wireless carrier and data plan provides the best service and cost for you? Does that wireless carrier support your mobile device?
Does the wireless carrier have sufficient coverage for your workers?
What is your budget for each handheld computer? This may limit your selection and make the choice simpler.

I don't sell or represent any mobile hardware. I have just managed many mobile application development projects around the world so have learned some lessons. If you would like to discuss this topic in more detail please contact me.

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http://mobileenterprisestrategies.blogspot.com/
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Mobile Inspection Application ROIs

A few years ago I worked with a state agency on a very interesting mobile application development project. The agency was responsible for inspecting pharmacies and other locations that handled drugs and narcotics. In order to perform their tasks, they were required to drive into the main office, rummage through paper files, remove these paper files and load them into a box to take with them to the inspection sites. They would use a carriage with wheels to transport this box to their automobiles. Let's pause a moment to think of the costs and inefficiencies of these task. They would do the following:

Drive to the main office where previous inspection documents are stored
Sort through file cabinets for earlier inspection results
Read through these files to determine any previous non-compliance or failed inspection issues
Record these issues and highlight them for review at the site
Load these files into a box and carry out to their vehicles
Re-inspect the site and record more information on new forms
Drive back to the office
Carry boxes of paper files back upstairs
Refile all old files
Re-type the collected data into the database application in the office
Add new paper forms to the files
Carry back to the main office

Once the mobile application was designed, developed and deployed -a simple database synchronization with a handheld computer, laptop or Tablet PC from the field completed most of these tasks in seconds.

I was also involved in a mobile project in the UK. This project was similar in that hundreds of service technicians would drive to the central office each morning to pick-up their list of work orders or service tickets. Once the orders were completed, or it was near the end of their work day, they would all drive back to the office to turn their work order forms back into the central office.

The time, fuel and opportunity costs of this hugely expensive routine was enormous. The ROI from dispatching work orders to mobile handheld computers would have been recognized in a matter of weeks.

Think about it, 300 service technicians wasting 1 hour per day driving back and forth to the office, plus fuel, vehicle maintenance and lost billable service time.

300 service technicians wasting 1 hour travelling back and forth multiplied by $25/hour is replaced by dispatching and synchronizing data to a handheld computer. This enables each service technician to save a travel hour and replace it by completing an additional work order for an additional amount of $22,500 USD/day
Save 300 gallons of wasted fuel per day multiplied by $2.69 USD/gallon = $807/day
Save some unknown amount of vehicle maintenance costs
More efficient work enables the company to reduce labor costs by 10% or $6,000 per day.

If you could be dispatching work orders directly to the service technicians' mobile handhelds, saving fuel, saving travel time, and getting an additional work order completed each day, you would be able to complete the same amount of work with less service technicians. Let's say you could reduce your staff by 10% and still bill the same amount of work (save $6,000 USD per day on labor costs).

The savings and profits on this project alone were close to $30,000/day. If the mobile application development project was $150,000, and the mobile devices each cost $1,000 each, plus a monthly data plan of $75 each you would invest around $450,000. However, the ROI would be recognized in less than 1 month. The bigger the number of mobile service technicians and vehicles, the faster you generally receive a positive ROI.

The important note here is we were just considering 4 or 5 benefits. The typical mobile application can improve customer service, inventory management, onsite sales of additional services, annual contracts and upgrades plus provide shipping status and cash collection. There are many things that can add value beyond the few we just discussed. Follow this link to read more on this subject.

If you would like to discuss this topic in more detail please contact me.

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http://mobileenterprisestrategies.blogspot.com/
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Mobile Application Development Strategies for Handhelds, Smart Phones and PDAs

The mobile application framework on the mobile handheld computer, Smart Phone or PDA can be thought of as a mini-EAI application (enterprise application integration platform). In the world of SAP they have NetWeaver for integrating all of the various applications together. NetWeaver is described as an integrated technology platform. Many different mobile software applications are found on a typical mobile device and they all need to be integrated together as well including:

Radios - Bluetooth, wifi, RFID, GPS, Phone
Data collectors - RFID, barcode scanners, digital images, voice memos, GPS, credit card swipers, mobile applications and forms
Databases, synchronization technologies
OS with downloadable applications

All of these various applications need to be integrated together using some kind of mobile integration technology platform. The OS can take care of many of the simple features and functionality, but a database driven integration platform for the mobile device is required if you are going to create various application layers that are all integrated into one downloadable mobile software application that can combine all of the necessary application functionality into one synchronization platform that is integrated with your back-office business applications.

Mobile applications have many unique requirements. Among these requirements are:

GUI that can be resized quickly based upon the mobile device used
Data collection fields and forms
Mobile application workflow engine and validation features
Data validation features
Framework for pulling in data from third-party data collection hardware and software applications (barcode scanners, RFID, GPS, voice memos, credit card swipers, databases, etc)
Mobile database (small databases optimized for mobile devices)
Synchronization technology on the mobile device and on a central server

Mobile software application developers will want to find a good development toolkit for efficiently creating mobile applications. These toolkits can assist in quickly creating:

Application GUIs
databases
Synchronization scripts
Workflows
Integration with third party data collection applications
Data validation features
etc.

In addition to the basics listed above, it would also be very useful to have the following:

Mobile application workflow engine (as described in this article)
A mobile software kit based on your back-office ERP or database

Wouldn't it be nice to bring up a "work order ticket" on your Oracle or SAP system and immediately replicate the data requirements and valid data rules on your mobile device database? Today, this is a long and painful exercise. Each field in the SAP or Oracle database for that specific application would have to be analyzed to determine what is a valid data entry. The validation rules, would need to be individually documented and recreated on the mobile application database manually. An ERP centric mobile application toolkit would quickly transfer those data validation requirements to the mobile application that would be collecting the data and synchronizing back to the office.

If you have not developed industrial strength mobile applications before, it may be good to work with some experienced mobile application developers on the first few. There are strategies that experienced mobile application developers employ that can save you much time and pain.

If you would like to discuss this topic in more detail please email me.

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13 Key Steps to a Successful Mobile Application Development Project

Companies now days are looking for ways to do more with less. Many recognize that their mobile workforce is being managed inefficiently and extending business process automation to mobile field workers is becoming a priority. Saving fuel, reducing paper, reducing administration work load, more efficient dispatches are all important.

The following 13 points identify how you can get started automating and mobilizing these business processes.

Step 1 – Understand the ROI/Scope of the Project and Plan Ahead

“What’s the number one reason a mobile project fails?” is a common question we get asked. The answers are that many companies don’t put enough upfront thought into defining the requirements, scheduling testing resources and planning a deployment strategy. The results of these deficiencies are project scope creep, cost overruns, missed deadlines, poor user acceptance and sometimes even complete project failure.

Step 2 – Build a Team of Stakeholders

Make sure the members of your team have the right roles and responsibilities to help the project succeed. Mobile solutions usually tie into other corporate IT assets and business processes, therefore impacted members of your IT department and business units need to be on the project team.

In addition, a representative mobile field worker(s) should be included on the project team to provide valuable “real-world” insight. Don't forget the folks running the IT helpdesk. They are likely to get called when the mobile handheld PDA runs out of battery, memory or needs repaired or replaced.

Step 3 – Select a Partner That Specializes in Mobility Solutions

Performing successful data synchronization from mobile computing devices can be a challenging and complex task. There are many variables that can affect the results of synchronization. To insure you get your solution done correctly the first time, you need experienced experts in mobile technology. You need technologists who specialize in the design, development, deployment and support of enterprise mobile solutions.

Step 4 – Know Your Target Users

During the planning and scoping phase of your mobile project, take time to experience the working environment of your mobile workers and observe the business processes in action. Pay specific attention to how information is collected and exchanged between the office and the mobile workers. These observations can significantly impact the design, development and deployment of a successful project!

Step 5 - Evaluate the user environment

How do moist, cold and dirty environments impact the mobile devices? How does low light or bright sunlight affect visibility of the screen? Can workers read the small text on the PDA screen, or does the text need to be larger?

Step 6 – Don’t Underestimate the Complexity of Synchronizing Field Data

Step 7- Understand the technical challenges and issues

One of the biggest mistakes a project planner or IT department can make is to underestimate how complex data synchronization can be. Part of designing a solid and reliable mobile solution is to select robust synchronization middleware and to spend time designing and testing the data synchronization. Without the right middleware and design your end users could encounter issues such as extra long sync times (hours, not minutes), duplicate records, incomplete data, lost data and even database corruption. Every one of these issues will trickle down to your support department, so designing it right the first time is very important.

Step 8 – Build in Phases

Most successful projects involve a series of phased implementations. Each phase can be developed, tested and implemented in an orderly manner. Once a phase is deployed and proven, additional phases can be layered on top that include more features and added complexity. Remember, the more data requirements that you add the more data you must synchronize, and the longer each synchronization session will take. Only synchronize data that your remote users require in the field. In addition, most mobile devices don’t have the same CPU power or memory as a PC/laptop, so be aware of how the performance of your solution will be affected by a smaller, lower powered device.

Step 9 – Evaluate Your Hardware and Connectivity Needs

The term “mobile devices” can have many different interpretations. Today, laptops, Tablet PC’s, UMPCs, PDAs and Smart phones are all identified with this term. When determining the best mobile device for your project you will want to consider screen size, data storage capacity, security, physical working environment, required hardware accessories such as barcode scanners, GPS, digital cameras, RFID, and the ability to upgrade the device with updated hardware and software components.How do you connect your mobile device to your enterprise database applications? You have many options including cradle, WiFi, satellite, Bluetooth, wireless, dial-up modems and satellite uplinks to name a few. The method(s) you choose will be affected by how often your mobile workers need to send/receive data. How much data will be transmitted and will they always have connectivity. Study each option, your working environment and consult your mobility partner to make the best selections.

Step 10 – Deploy to a Limited Focus Group, Evaluate and Improve

Once you have completed version 1 of your mobile solution and you are ready to deploy in the real world, roll out your solution to a small group of trusted and motivated users. Define a specific period of time to evaluate the solution, document the results and identify any required changes and improvements. The result of this evaluation should be an improved mobile solution that is ready for wide deployment.

Step 11 – Set and Enforce Hardware and Security Policies

Mobile devices are small computers with the ability to store sensitive corporate data, communicate this data over the Internet and even catch viruses. You must clearly communicate how mobile devices are to be used and for what purpose. Establish and publish guidelines for using mobile devices.

Step 12 – Provide Full Support for Mobile Users

Mobile devices are guaranteed to break. What is your plan for keeping a mobile worker productive and communicating business critical information when their mobile device ceases to function or gets misplaced? These are inevitable issues that are best planned for in advance. Have a plan and a documented back up process.

Step 13 - Select a technology partner that understands your business applications and ERP

I f you use SAP, make sure that the mobile technology partner you select is also an expert in SAP mobile.

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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:

Who does the field worker call if there is a mobile device problem?
Who does the field worker call if their mobile application is not synchronizing correctly?
Who trains new employees on how to use the mobile device and application?
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?
Who does the field worker call if the mobile application needs edited or upgraded?
If the user downloads a new version of the mobile operating system and the mobile application doesn't work, who will fix it?
How do you prevent mobile users from downloading new software applications that might break the system?
How do you back-up mobile devices so the information is centralized?
Who owns and defines the business process you have mobilized? They may need to approve any changes to the business process.
Who controls the security of the device?
How do you set-up a new user to securely access the enterprise database?
What kinds of security rules must the field user follow?
Do different users have different security profiles?
Is there a standard set of security rules for mobile devices across the enterprise?
Who controls access to the enterprise database application (a DBA)?
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.
Are synchronizations done in real-time, near-real-time, or batch on a schedule?
Does one mobile device have multiple synchronizing applications? Are they on different schedules or do they synchronize at the same time?
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?
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?
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?
Do different job functions require different devices, carriers and wireless data service plans?
Who decides what brand of mobile devices are going to be the company standard?
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?
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?
Are the mobile devices or the mobile software solutions under warranty? Where are these contracts stored? Who owns them?
Is there a yearly support contract IT needs to know about? How much? Whose budget?
What is the account number the warranty is under?
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?
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?
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?
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?
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.
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?
How do you disable synchronization on a lost or stolen mobile device?
How do you kill and/or protect your data on the mobile device if it is lost or stolen?
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?
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.
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?
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?
Some mobile projects require different levels of security, for different levels of data visibility. How would you manage and track that?
Will your company standardize on 1 mobile operating systems or several (Blackberry, Microsoft Windows Mobile, Palm, Android, iPhone, etc)
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?
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?
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?
Does your mobile device reseller have a replacement program?
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?
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?
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?
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.
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?
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)
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?
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?
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?
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?
Who determines the hardware requirements that support the mobile application and desired synchronization speeds?
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?
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?
How does the IT Helpdesk know which one of the 17 mobile applications on the handheld computer is having a synchronization problem?
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?
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.
What wireless carrier, technology and through-put speed is the mobile device using? Is it GPRS, GSM, CDMA, Edge or some other network configuration?
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.
What do you do with old and retired mobile handheld devices? Companies like Ryzex buy back old handheld mobile devices and recycle them.
What rugged or semi-rugged cases are required to protect the mobile device?
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?
Does the same mobile software application work on rugged mobile handhelds and on mobile consumer devices?
What employees and roles get the different levels of rugged devices?
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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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.

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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Mobile Software Application ROIs for Mobile Service Businesses

The ROI (return on investment), in this context, is the term used to describe the value of a mobile software solution relative to the expense of designing, developing and deploying it. If a mobile solution cost $145,000, how do you justify the investment? Management needs to see that their investment will provide a quick and positive return. The following list contains some of the most common justifications for mobilizing business processes:

Eliminate time spent in the office re-typing data collected in the field: Enable field service technicians to synchronize information directly with the office database.
Eliminate time spent on the phone dispatching service tickets or work orders. Both the time of the dispatcher and the time of the service technician: Dispatch electronic service tickets direct from your work order management system in the office with the mobile device of your service technician.
Save time finding each work location: Send driving directions, or links, in the electronic work order that work with the GPS and mapping software in the mobile device.
Avoid the high fuel costs incurred delivering paperwork to the office and picking it up: Synchronize the data direct from the field to the central database application.
Avoid the time cost transporting paperwork from the field to the office: Synchronize the data collected from the field with the push of a button.
Save time and provide better customer service by providing real-time access to enterprise parts, orders, and inventory data while in the field: Enable mobile access to customer history, product documentation, warranty information, inventory information, time sheets, work schedules and much more.
Save time with field data collection by using barcode scanners and barcode labels, or RFID readers and RFID tags on assets: A quick scan with a handheld computer can automatically display all stored information related to the asset for quick review, edits and additions.
Save time and reduce admin costs by creating and scheduling new service tickets direct from the field:
Provide immediate invoicing for faster collections and better cash management: Allow field tech to print the invoice on a mobile printer at the job site.
Save time and postage costs: Print the invoice and leave it with the customer at the job site, rather than wait and bill later from the office.
Document proof of work completed to reduce invoice disputes: Leave a GPS audit trail of where work was performed and include a time and date stamp. Digital photo evidence of before and after work is also useful.
Reduce the introduction of errors: Paper based systems are inherently slow and error prone due to human interaction, copying and re-typing. The more human hands that touch a paper form and add or edit data, the more chances that errors can be introduced to the data which will cause invoice disputes, inaccurate records and confusion.
Reduce administrative costs by ensuring complete data is sent from the field, as incomplete or inaccurate field data can take hours of work to track down and correct: Send data from the field and ensure it is complete with data integrity features on the mobile handheld computers and rugged PDAs.
Reduce administrative costs by avoiding errors and misinterpretations due to poor or misread handwriting: Create electronic forms with pre-made options, check boxes and lists, and by using onscreen digital keyboards.
Reduce administrative costs by ensuring the accuracy of data: Validate answers in the mobile software application on the handheld PDA.
Reduce time on the phone and dangerous note taking while driving: Push documents directly from the office to the handheld.
Save time and fuel by providing electronic dispatch and least cost routing: Use vehicle and/or handheld GPS tracking to view your workforce locations. Handheld computers with GPS functionality can integrate with GIS and display the location of the field worker to help managers better organize service responses.
Save time by developing computation and analysis features on the rugged handheld in the field: Programmed analytics can help field users make quicker and more accurate decisions and job estimates.
Save time in the field by automating business processes in the mobile software: Mobile application can be configured to perform all kinds of automated business functions, queries, computations and analytics.
Enforce quality work habits: Automate “best practices” into your mobile software application and provide visibility to managers.
Automate quality and best practices - Activate the appropriate business process based upon the data entered: A specific answer can trigger the required business process.
Reduce inventory loss - Avoid undocumented inventory usage and unbilled time: Enforce real time data entry before clock out or work order completion.
Improve job estimates: Require clock in and clock out on work to document and analyze the accuracy of work estimates.
Improve technician training: Train new service technicians and inspectors with audio memos or video clips in the handheld computer application.
Reduce disputes by documenting deliveries and work with digital signatures, date and time stamps and barcode scanners on the handheld computer.
Save travel time and fuel cost: Query available inventory in nearby company vehicles.
Increase profit per customer: Use information on handheld computers to up-sell more products and services while onsite with the customer.
Provider quicker and more accurate estimates: Query latest shipping status, schedules or inventory levels via handheld computers while onsite with customer.
Increase warranty revenues: Include updated customer information on the handheld computer so the service technician can sell warranty and maintenance plans, new products and upgrades.

These are just some of the common areas where enterprise mobile applications have been found to provide significant value. The issues and costs of designing, developing and deploying the mobile software applications and handheld computers are discussed more in this article.

If you would like to discuss this subject in more detail please email me.
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