Look Beneath the Surface When Deploying a Mobile Solution

By David A. Miller

Mobile management technology has proven itself repeatedly for countless field service organizations, allowing them to become more productive and responsive to their customers' needs. In fact, many organizations view advances in mobile technology and systems as a key component in defining their competitive edge in the industry. While the benefits are real and measurable, so are the potential pitfalls that can result from failing to consider factors that may lie beneath the surface of any implementation. These underlying considerations often are impacted by technology, but go well beyond the shiny new devices deployed to your field force. For companies that are considering mobile technologies, it's important to understand these often overlooked details that can make or break your mobile deployment.

Selecting the Right Device

Although it is only a piece of the overall equation, selecting the correct device for delivering your solution obviously will play a key role in any successful implementation. But much too often, companies will focus on criteria determined by corporate IT and based solely on technological and infrastructure-related considerations. It's a given that the deployed solution (hardware and software) must meet with IT's approval and operate within the constraints of your corporate infrastructure. But it is equally important to obtain buy-in from your field engineers. Lack of user acceptance can kill an otherwise wellthought- out mobile strategy before it has the opportunity to prove itself.

There are many facets to obtaining user acceptance of your devices, but perhaps the most important relates to matching the device form factor to the dynamics of your workforce's environment. For example, if your field engineers frequently need to record system readings or access technical information while perched on a ladder, a handheld device probably would be most preferable to a notebook PC. Or if your engineers frequently are exposed to the elements or work in an industrial/factory setting where they may come in contact with caustic chemicals or heavy machinery, you probably will want devices incorporating some degree of ruggedization.

While these are only a few of the considerations in identifying the right form factor for your field group, it's important to understand that "one size fits all" may not be appropriate for your organization. While much can be said regarding the benefits of deploying a single type of device (including fewer platforms to support, enhanced purchasing power when adding units, and so forth), some mobile implementations might benefit from a multiplatform approach. However, the choice to support multiple device platforms can have farreaching implications.

Some—but not all— solutions providers are capable of supporting multiple related platforms. However, in order to be completely platform-independent and capable of running on any type of device, you may need to work with a middleware provider who will develop a bridge between your enterprise solution and the various devices used in the field. Middleware providers can, in some cases, provide a cross-platform interface with your field organization, but such flexibility may come at a cost in the form of a less tightly integrated solution or one that is more challenging to upgrade or incorporate additions with your primary provider's native functionality. Whichever approach you take, the solution and its components should employ leading technologies such as Web services and .NET in order to optimize performance and facilitate easy interfacing between disparate systems.

Choosing the best fit from the wide variety of devices currently available can be a daunting task. There are several varieties of handheld devices on the market today, or if your organizational needs would be better met with the use of a larger display, notebooks or tablet PCs may be in order. While each has unique aspects to their user interface, any can be ruggedized as well as equipped with various hardware and software accessories.

Regardless of the device(s) you select, here are two gems of advice that too many services organizations have learned the hard way:

• Don't devote yourself completely to any particular device; it might not be available in a few months. Mobile technology is evolving continually, and so is the hardware used to apply it. New devices are introduced each month, and current units are discontinued. As such, building your mobile strategy around a feature that is unique to a specific device can be a costly mistake. Instead of focusing on manufacturer- or device- specific features, look for generic capabilities that aren't proprietary to an individual manufacturer's products.
• Train your FEs on the use of the complete device, not just the services management software. Experience has shown that approximately one half of user problems reported during the first 60 days of new mobile deployments result from a lack of familiarity with the device or its operating system, not from problems with the services management application. This is particularly true when deploying wireless or handheld devices. Even if your engineers are highly computer literate, their training should include instruction on the basic use and navigation of the device that you put in their toolkit. This will pay dividends in the form of a reduced learning curve, fewer support issues, and a higher level of user acceptance.

Evaluating "Add-on" Technologies

Regardless of which devices you roll out to the field, you (or your users) no doubt will find dozens of hardware and software accessories. Many of these add-ons can be extremely beneficial in helping your engineers to manage their workload, but some are counterproductive, and others even may prevent your techs from being granted access to a work site. The sheer number of available accessories precludes listing all of them here, but a few do deserve special mention.

• Car chargers and extended-life batteries. When its battery power is depleted, even the best mobile device becomes little more than a paperweight. Unfortunately, extra batteries are expensive, and extended-life batteries are even more expensive. However, typical battery life has increased significantly over the past few years, often eliminating the need for upgraded batteries, especially if car chargers are available to replenish power between jobs. The notable exceptions are metrobased techs who travel exclusively on foot or via mass transit. Determining if battery upgrades make sense for your organization should include consideration of these three criteria: (1) whether a car charger or other interim power source is available throughout the workday, (2) the power requirements of your specific device, and (3) the frequency of connecting to the enterprise.
• Mobile printers. Mobile printers can be fragile, and they require supplies. Fortunately, in today's world, most services management solutions are capable of automatically e-mailing customers a copy of work orders immediately upon completion of the task at hand. While there are exceptions— such as some services delivered directly to consumers—most customers typically are quite happy to accept an e-mail and no longer insist on being presented a piece of paper when work is completed.
• Onboard cameras. Many handheld units offer built-in cameras at little or no additional charge. Cameras can be extremely useful in a field setting to help identify unknown equipment models, record job-site conditions, and so forth. However, many companies and government agencies prohibit the use of any device with a camera on their site. Keep this in mind when evaluating camera-enabled devices.
• Mobile document management software. Recent advances have enabled most mobile devices to display detailed documents, drawings, and schematics, even on small form-factor devices. Users can select the desired drawing or schematic, navigate to the targeted section, and zoom in to the desired level of magnification. Parts lists and drawings interact and can identify a part number instantly simply by tapping the illustration in the drawing. Integration with your mobile services application then can allow users to transfer the selected part into a usage or parts-order screen automatically.

These systems may be costly to implement, but they can offer several operational advantages such as reducing part number errors and document distribution costs. Beyond the tangibles, Tim Spencer, vice president of technical service and support for General Binding Corporation, who has deployed such a system to his own field group, also cites an unexpected benefit that he calls the cool factor. "It just looks really cool to demonstrate the power of our tool," says Spencer. "And I think we are gaining and retaining customers simply by impressing the heck out of them!"

Selecting Your Wireless Carrier

As wireless broadband continues to expand its footprint and rate plans become more competitive, wireless connectivity has become the option of choice for most mobile deployments. A few possible exceptions are organizations working in medical or underground settings and those working around strong sources of EMF. However, even these companies typically can benefit by employing a hybrid approach, where data can be entered offline and synchronized wirelessly when back in coverage.

Selecting a wireless provider requires a great deal of research. Evaluating the relative merits of the various carriers is beyond the scope of this article, except to say that not all broadband access is equal, and wireless coverage maps tell only part of the story. Go to any vendor's Web site and read the disclaimer on their coverage maps to understand why.

Each carrier injects a certain level of data overhead in any transmission on its network to accommodate protocol and network-specific handshaking. As a result, a wireless device from one manufacturer may provide very different connectivity experiences depending on the carrier. While private-labeled devices may appear to be identical except for the carrier's logo, their wireless modems and on-line performance may be very different, even in areas with equally strong signal strength. Head-to-head comparisons between vendors can provide surprising results.

Regardless of which carrier you partner with, there inevitably will be areas of non-connectivity and network outages, so it's extremely important to develop a contingency plan before you need it.

Final Thoughts

Virtually all successful mobile deployments have one thing in common: a high level of user input and participation. Your user community should be represented during every step in the mobile deployment process. All too often, companies try to duplicate their office-bound processes in mobile solutions, without taking into consideration the nuances of the device or other factors unique to the mobile environment.

Your users are best suited to tell you what works and what doesn't work in their setting. They will have feedback on everything from the hardware you deploy to the screen layout in the application. Failure to listen and incorporate their input can have a direct effect on your performance metrics and, ultimately, your bottom line.

About David Miller

Dave Miller is director of field service systems for Vertical Solutions, Inc. (VSI), a leading developer of service management and sales force automation software. Dave has been with the company since 1996. Prior to joining VSI, he worked in the field service industry for more than 20 years, holding a progression of technical and management positions in field and headquarters settings. In his current role, Dave has responsibility for driving the direction of VSI's field service and mobile applications. He also manages staff implementations of VSI's flagship product, PowerHelp CRM. For more information, contact Dave at dave.miller@vertsol.com or visit VSI's Web site at www.vertsol.com.