What’s Your Take On Field Mobility?discover.netmotionwireless.com/...Mobility-2012_RP.pdf ·...

What’s Your Take On Field Mobility?

Welcome to the Field Mobility 2012 special report. In last year’s edition, we collected input from a variety of industry experts on the field technologies you’re

likely either currently using or evaluating for future use — handhelds, laptops, tablets, smartphones, mobile printers, field service software, fleet management, and wireless connectivity. The experts provided insight on the top features and functionality you should look for in those products, as well as tips on common mistakes

companies often make during deployment and advice on how you can avoid them.

This year, I thought it’d be interesting to get the technology users’ take on these same topics. What products are you currently using? What are you planning to deploy in the future? Which features and functionality are most important in your solution selection? To obtain this data, we conducted a survey of our readership this fall. The information in this special report is a real-world take on field mobility collected from a sample

of 327 readers of Field Technologies.

Tips For Your Field Mobility DeploymentWhile the survey data is interesting, nothing beats the real-world advice of people who’ve gone before you in selecting and deploying field mobility solutions. So, in addition to the survey data, I spoke with some of the companies we’ve featured in the magazine this year to

provide you with some real-world tips for successful deployment. For example, TDIndustries shares with us a valuable lesson learned on what happens when you skip the pilot. Knology discusses some of the missteps it made when rolling out a software solution that prevented its solution from being effective and offers insight on how those missteps were corrected. CTS Services explains the need to plan ahead when you’re selecting a device so that your solution can grow with you over time. These companies have gone through the challenges of mobile solution selection and deployment firsthand, and their advice can help you to avoid some of the most common mistakes.

Getting The Most From Your Mobile SolutionSo what happens once you’ve selected and deployed your field mobility solution? Well, to get the most out of your investment, keep in mind that the solution can do more than just maximize efficiency, which is often the core goal of deploying field mobility. I’ve heard about countless companies that have invested in mobile technology to solve a specific problem and focus so narrowly on that problem that they miss the opportunity to leverage other benefits the technology can provide. The exclusive column from industry analyst David Krebs of VDC Research points out areas in which you can benefit from operational efficiencies, but also explains how you can leverage your field mobility solution to endear your company to your customers and gain a competitive advantage.

I hope you find the information included in this report valuable. As always, if you have questions or feedback please email me at [email protected].

Leveraging Field Mobility To Protect And Grow Your Customer Base

T he concept of service as a competitive differentiator is not new — especially in today’s economy when the cost of acquiring new customers continues to increase. However, the

results of the practical execution of comprehensive service strategies are mixed. The key elements of any successful field service solutions include “dispatching the right person, at the right place, at the right time.” However, beyond dynamic dispatching solutions, effective field services solutions also include “with the right tools and spare parts, the right customer and asset information, and conducting the right maintenance (economically speaking)”. It is within these parameters that field service solutions have fallen short recently and also represent the disciplines around which forward-looking organizations have innovated.

In many industries — especially in service-oriented sectors — organizations have cost structures that leave limited opportunity for cost control. However, maintenance and repair operations (MRO), which can account for 10-15% of operating costs, does represent one of the few controllable areas. Furthermore, organizations are looking even beyond the cost management aspect but more importantly are actively and strategically positioning service operations as a revenue and profit center. So how are organizations achieving these goals? Clearly equipping their frontline service technicians with mobile computing and communications solutions to make informed real-time decisions at the point of interaction is a key enabler of these capabilities. However — and perhaps more importantly — organizations need to recognize that field service solutions represent one element of a broader customer-centric service strategy. This holistic strategy has its foundation in improving activities which customers value most: quality, customer experience, punctuality, and cost.

Service Organizations As A Profit CenterUnderstandably, most organizations with service departments view these as an opportunity to drive revenue. In today’s economy and competitive environment this becomes even more acute. In fact, according to a recent survey conducted by VDC Research, more than 40% of organizations cite ‘Increase in Sales/Revenue’ as a mobile solution investment driver. However, while revenues may be increasing in our research, we see many organizations struggle with managing service profits. Key challenges

impacting service profitability among organizations range from the low yield organizations are realizing with the maintenance efforts due to performing more maintenance than is required to the classic issue of spare parts inventory management and the need for multiple visits to close a service ticket. When addressing maintenance costs, inventory reduction is both the most significant and challenging issue to address. Spare parts inventories can tie up millions of dollars and organizations have had the tendency to stockpile spare parts in various locations because they do not fully understand when and where they may need them. Today, driven by more accurate and real-time data collection in the field, organizations are more effectively using forecasting and demand planning to determine the optimized inventory model, thus reducing capital costs.

Another common issue we come across is that when work orders are not closed in a timely manner, the time an invoice is issued to the customer could be delayed by as much as several weeks. This ultimately results in collection issues and organizations potentially writing off substantial amounts of service revenues. Eliminating unnecessary service tasks, and performing the required ones on time and according to spec, will significantly reduce service costs and ultimately boost the profitability of these critical divisions.

At issue here is also that often services are priced incorrectly because organizations do not fully know what they cost. While organizations may know what it costs to, for example, conduct a particular check, they frequently have no knowledge what any types of maintenance performed within that check cost. What is required is a much more detailed activity-based costing to enable financial tracking at the component or task level. This can only be done in real time at the point of service. We are beginning to see field service solutions also integrate with payroll systems to eliminate the end of shift administrative tasks technicians frequently had to complete.

From The Editor Analyst Outlook

Sarah HowlandEditor In Chief,Field Technologies

David KrebsVP of mobile and wireless,VDC Researchwww.vdcresearch.com

For the full stories of the companies discussed in this report, visit Field

Technologies Online

TDIndustrieshttp://bit.ly/eyR24y

U.S. Foodservicehttp://bit.ly/eqk4Ce

Knologyhttp://bit.ly/tENN23

AEPhttp://bit.ly/sLu9lI

Field Mobility 2012 l Field Technologies magazine l FieldTechnologiesOnline.com Field Mobility 2012 l Field Technologies magazine l FieldTechnologiesOnline.com

mailto:[email protected]

mailto:[email protected]

“Choose The Right Mobile Device, Not Necessarily The New Shiny One.”When we chose to deploy a mobile computing solution, we knew the most important element of the device we selected was its durability and ruggedness. We have years of experience with the laptop form factor, and know it works well for our officers. What we have to keep in mind when selecting a device, though,

is the tough treatment our laptops receive. We’ve had laptops damaged in a variety of ways, ranging from the tedium of daily wear to violent actions on the part of individuals we deal with. Our laptops have been shot, burned, flooded, dropped — you name it. A rugged device is simply required in our application.

The best advice I could give anyone choosing a laptop for deployment is to first choose the service provider, then the equipment itself. Taking into consideration the service provider’s track record and reputation is important. You have to keep in mind that the laptop you buy isn’t just the new, shiny model that arrives snuggly packed in the shipping box. It’s the one that still functions well three years later when it looks like it has come through a war — and won. That’s the device that will gain the trust and confidence of the mobile worker using it. And if the device does need a repair, you want a service provider that offers quality and speedy service.

Nick Campbell, deputy chief, Noblesville Indiana Police Department

Laptops/NotebooksWith all the buzz in the tablet computing space this year, it’s interesting to see where end users are at with laptops. As you can tell from our survey respondents, while many companies are currently leveraging the laptop form factor, tablets

are certainly being considered for the next refresh cycle. Also, according to the data collected, wireless communications capabilites topped the list as the most important feature end users are looking for in laptops.

RealWorld Advice

Service Organizations As A Knowledge CenterOne area we see forward-looking organizations investing more resources towards is leveraging post-sales knowledge and data to optimize processes further upstream. Although the concept is not necessarily that new or unique, the execution of the vision has only begun to be realized thanks to more sophisticated and capable field-based mobile computing, communications, and data collection solutions, in addition to a greater emphasis around business and customer intelligence solutions. Today we are seeing organizations leverage maintenance and service records to address a variety of important issues including: conducting analysis on warranty data to determine or identify design issues; analyzing warranty data to identify low-performing parts suppliers; analyzing product performance to address manufacturing processes that may cause or lead to failures; measuring usage patterns to determine scenarios to cross-sell accessories or other services or potentially upsell other higher value products; and employing predictive modeling to better update parts and labor forecasts.

The Consumerization Of Field MobilitySo what is the ideal mobile solution for field service technicians? While the answer is invariably ‘it depends’ we are seeing some interesting trends in connection to this question. There clearly is not and will not be a single mobile device that fits all service technician’s needs. Some require a large display to support high resolution GIS/mapping content, while others favor the portability of a handheld device or smartphone. What is interesting, and will clearly begin to influence device selection, are the key factors driving investment in field mobility solutions. According to some of our more recent research on this opportunity, organizations either using and/or evaluating field mobility solutions stated that customer engagement and interaction is on par with driving worker productivity as the number one field mobile solution investment driver.

Service organizations are not only using mobile solutions to support traditional field service processes, but are leveraging solutions to enable a more intimate experience with and in front of the customer. Customer commitment to a particular brand or company also increases by deploying field workers that can deliver highly personalized services to clients at the point of interaction. Leveraging mobile computing solutions to empower these mobile workers with accurate information would enable them to support resolving issues, process transactions, and fuel real-time decision making in the field, enabling field organizations to build and improve their brand loyalties.

While the improvements made to improve efficiencies in workflows and the desire to achieve an increase in sales continue to drive mobile investments, the heightened customer engagement enables the organizations to connect with their cus-tomers in such a way that they can drive loyalty and referrals, as well as on-the-spot purchase decisions. Custom-tailored/personalized services can only be achieved if the service organization is truly knowl-edgeable about their customers — their needs, history with their organizations, detailed product and customer information, and potential solutions to similar issues that took place at other customer sites. VDC believes that the next-generation field mobility solutions will have these capabilities as they add value, allowing the service organizations to differentiate themselves from the competition.

It is in this context that we see that field mobility solutions — and rugged mobile computer vendors — need to take cues from consumer technology vendors. While the debate between rugged and non-rugged mobile computing rages on, and the TCO of rugged devices in a number of field mobile applications bests that of non-rugged devices, the issue is more about the design, functionality, and intuitiveness of specialty rugged devices. We are seeing a shift in the market where organizations are starting to favor consumer-styled platforms and interfaces. Moreover, applications such as Apple’s FaceTime and the integration of social networking and collaboration features into service platforms are being leveraged by field service organizations to drive productivity.

Although the industry is benefitting from these consumer technology trends — field service solutions today are inherently more user friendly and functional — at the end of the day they are enterprise-class applications that require enterprise-class solutions. This spans everything from signature capture capabilities, secure integration of credit card processing and payment solutions, enterprise class wireless radio integration, to a comprehensive device and security and application management platform.

The Future Of Field MobilityWhile the heavy reliance on mobile computing solutions for minimizing manual and labor-intensive processes in inefficient workflows continues, organizations are closely studying ways to engage with customers throughout the process to ensure client retention and drive new customer acquisition. Understanding customer pain points and delivering personalized services that build customer relationships and increase customer commitment to their company or brand is among the key requirements that will need to be built into the service and sales strategies of solution providers. l

For more from VDC Research, visit www.vdcresearch.com.

Laptops/NotebooksAnalyst Outlook

Does your company currently use laptops?

What device form factors will you consider at your next refresh*?

Top 10 Features And Functionality

1. Wireless communications capabilities2. Battery life3. Easy to read screen4. Memory/storage5. Lightweight6. Size/portability7. Ruggedness/durability8. Processor power/speed9. Windows OS10. Docking options

Yes - 87%

No - 13%

Tablet - 48%

Handheld - 60%

Laptop/Notebook - 65%

* companies can select multiple form factors


“Don’t Ignore The Most Important Input — That Of The Technology Users.”Our first mobile printing rollout taught us a lot about what to do differently the next time. Now, at the time, there weren’t nearly as many technology options as there are now, but regardless, we overlooked the need to get input from the mobile workers that would actually be using

the technology and instead armed them with a solution that they found cumbersome and frustrating.We rolled out mobile printers that were bulky, required a plug-in connection, and had to be taken in

and out of a case each time they were used. While we thought it was a decent solution, the users thought otherwise — and we should’ve gotten their input from the beginning. We ended up making a sizeable investment in technology that sat around unused.

When it was time to choose a new mobile printer, we picked a team that’d fairly represent all of the staff and talked to that team about the needs of the mobile workers. Based on that, we did some initial research and presented the team with a list of options on paper. They narrowed it down to three mobile printers they wanted to field test, and then chose the device they felt was the best fit for them. It’s critical to get the buy in of your mobile workforce because otherwise they’ll fight you to the very end. On our first mobile printing deployment, our workers flat out refused to use the devices. By involving the workers the next time around and really listening to their input, we were able to invest in a solution that they not only use, but like to use and feel helps them be more productive.

Thomas Beck, business analyst and project manager for Marion County Public Health Department

“Whatever You Do, Don’t Skip The Pilot.”When we were deploying a field service automation solution on Motorola handheld computers, we made one sizeable mistake — skipping the pilot. We spent quite a bit of time optimizing our software solution and thought we could save some time by skipping the step of a pilot. All seemed to be going well with the solution, so we didn’t think it’d be a big deal. We went

ahead and began a full deployment of our software solution on rugged handhelds. Not far into our deployment cycle, we felt the effects of not running a pilot test.

We had chosen the handheld based on the fact that it was smaller and lighter than many other models — easier for techs to carry and navigate. They were also less expensive than some of our other options. We bought 300 of them and felt like we were making out huge — we were far under budget and happy about it. But, we hadn’t considered the size and demands of our application. The handheld didn’t have the processor or memory we needed, and we ended up having to purchase and distribute 300 different handhelds shortly after rolling out the first set.

While the first handheld ran the application, they’d fail often because of the lack of necessary processing power and memory. If we’d have slowed down and taken the time to pilot our solution, we would’ve recognized the issue before we’d ever made the initial purchase, saving us a significant amount of time and money in the end.

Bob Wilken, executive VP, TDIndustries

HandheldsIt’s no surprise to me that so many of our survey respondents are currently using handheld computers in the field — handhelds are a mainstay of the field mobility space. What I do find somewhat surprising,

though, is the number of respondents that are evaluating form factors with a larger screen size. Perhaps the applications for which these companies are using handhelds are getting increasingly complex.

Mobile PrintersWhile not every mobile solution necessitates a mobile printer, there are many applications that can benefit from them. Marion County Public Health, which you’ll hear from below, is using mobile printers to automate restaurant inspections. Mobile payment

is another application that’s rapidly growing in the mobile printing space. Customers are looking to receive proof of service/delivery and be able to pay immediately — and mobile printers are essential to getting the job done.

Handhelds

RealWorld Advice

Mobile Printers

RealWorld Advice

Does your company currently use handhelds?

What device form factors will you consider at your next refresh?


1. Wireless communications capabilities2. Processor power/speed3. Battery life4. Ruggedness/durability5. Ergonomics6. Memory/storage7. GPS8. Camera9. Windows OS10. Bar code scanner

Yes - 81%

No - 19%

Tablet - 51%


Handheld - 78%

Does your company currently use mobile printers?

Which applications are your mobile printers used for?


1. Size/portability2. Ruggedness/durability3. Battery life4. Bluetooth connectivity5. Ease of use (paper loading, etc.)6. Lightweight7. WiFi connectivity8. Printing throughput/speed

Yes - 15%

No - 85%

Printing forms on site - 47%

Proof of delivery/service - 51%

Receipt printing - 55%

Invoice printing - 57%



* companies can select multiple applications

We chose the tablet form factor because it is more user friendly than others. For our

application, we need a device our techs can carry around in the field, that’s easy to carry, and doesn’t have to be taken in and out of a case to be used. With a tablet, there’s nothing to open as there is with a laptop, no hinges, no screen to get broken off. You don’t have a keyboard that can be damaged by a spill. A handheld wouldn’t work for us because we’re pushing not only service tickets, but also full customer history out to our techs – they need a screen size they can easily read, and that wouldn’t be the case with the small screen of a handheld. Also, there isn’t as much processing power and memory with a handheld, and our workers need that to be able to store data such as manuals.

We felt it important to talk with the users of the mobile devices about what they’d find beneficial in a solution. Since we were asking techs that’d been doing the job for years and years on paper to make a big adjustment to doing it electronically, we wanted to make sure they could provide feedback on what device would make that change easiest for them.

The Need For A Rugged Tablet PCOur tablet also needed to be rugged. These techs are lugging the mobile device all around commercial buildings and up on the roof. They’re up and down ladders, in dirty environments. Our tablet needed to be able to withstand bangs, bumps, and drops. An iPad wouldn’t last long in this application, unless it was in a rugged protective case — and then the workers have to take it out each time they want to use it.

The best advice I could give a company that’s in the process of selecting a tablet is to think long and hard about your future needs. When selecting a mobile device, you’re always focused on a problem you’re trying to solve — your current needs. But take the time to think about what you might need a year or two or three down the road. For instance, we don’t currently use bar code

technology on our equipment, but we do plan to in the future. So, we wanted to be sure that the tablet we chose had bar code scanning f u n c t i o n a l i t y . Otherwise, we’d be stuck either holding off on deploying a bar coding system or potentially purchasing new

mobile devices before we really need to.

Understand The Breadth Of Your SolutionFinally, don’t have tunnel vision when it comes to what your device can do for you. When we rolled out our tablets, we didn’t realize a lot of the functionality they had. Since the technology was new to us, we hadn’t thought about all of the ways in which we’d be able to leverage it in the field. For example, we hadn’t thought about the ability to download manuals on the device in the field versus having the techs carry them around. We’d been focused on the core solution, and hadn’t taken into consideration some of the other benefits. Keep an open mind and look for all of the ways in which you can benefit from the technology you’ve invested in.

Steve Wells, president, CTS Services

TabletsSince the introduction of Apple’s iPad, tablets have been arguably the most talked-about computing device. While the debate continues about the role of the iPad in field applications and whether the device is tough enough to withstand normal operating conditions, there’s no doubt about the consumer-oriented device’s impact on the rugged mobile computing space. Since the iPad was launched, a number of rugged tablet computers have been introduced. While many vendors

manufactured tablets prior to the iPad, the demand for the form factor wasn’t nearly as large. Now, companies have a bevy of options when it comes to selecting a tablet. From the iPad to fully rugged devices and Windows to Android, there’s a tablet device on the market for any application. And, the companies we surveyed are taking notice. While only 38% of the respondents currently have tablets deployed, more than 76% are considering tablets for future use.

Tablets

RealWorld Advice

Does your company currently use tablets? What device form factors will you consider at your next refresh?


1. Wireless communications capabilities2. Screen size/readability3. Battery life4. Screen/keyboard ease of use5. Ruggedness/durability6. Ergonomics (size, weight, etc.)7. Windows OS8. Camera9. Android OS10. Bar code scanner

Yes - 38%

No - 62%


Handheld - 65%

Tablet - 88%

“Don’t Forget To Think Ahead About Your Future Needs.”

“An iPad wouldn’t last long in this application, unless it was in a rugged

protective case — and then the workers have to take it out each time they

want to use it.”



When we set out to deploy a mobile workforce optimization solution a few years ago, we made

a number of missteps with our initial deployment. Luckily, we were able to learn from our own mistakes and turn things around to the tune of a 14% increase in field tech productivity. Here are some of the important lessons we learned.

Lesson #1: Don’t Rush Your Technology SelectionBecause of an impending billing system replacement, we were under some pressure to evaluate and roll out a new scheduling solution quickly. While we still did our due diligence in selecting the right vendors, it is best to avoid — if at all possible — putting yourself in a position where you’re racing against the clock because that rush contributed to the other lessons we learned throughout the deployment.

Lesson #2: Speak The Same Language, Fully Understand The SolutionAs we began our deployment, we quickly realized that there was much that was getting lost in translation. We had to work with the software vendor to get all the data entered into the software it would need to work effectively — including a profile for all technicians (technician names, skill sets, schedules, certifications, etc.) and information about each type of job they perform (type of job, average length of each job, etc.). The good news is that once the solution was set up, it would automatically schedule the most appropriate technician for the job based on their capabilities, availability, and the location of other jobs in their schedule. The bad news is that we made the initial rollout a bit more complicated than it needed to be because our terminology was so vastly different than the vendor’s. We were implementing an advanced technology and we were coming from a manual, paper-based world. We just didn’t understand their language. For example, we measure jobs in points (i.e.

this job takes one hour, which equates to 4 points) where the vendor measured jobs in minutes. While this may seem like a minor difference, it becomes challenging when many small differences all add up — and it was compounded by our pressure to get the system in place quickly.

Lesson #3: Create Employee Buy-In, Prepare For Culture ChangeNot homing in on the feedback of the field representatives during the preparation and rollout of the solution had a direct impact on its effectiveness. We did a fine job of training the field

techs on how to read and use the materials that were coming out of the software, but we didn’t do a good job of teaching them the why behind the whole project — and that is what led to their lack of adoption. We needed to work with them more one-on-one and address

their concerns individually. We knew the solution we rolled out was the most effective tool we could have chosen, but we needed to spend more time making the field workers see that.

It’s important to remember that when you’re introducing a technology like this into your organization, you may see the benefits loud and clear and have a perfect vision of the good it can do for your company — but your employees may not. You have to show them. We didn’t think of this project as a culture change from the beginning, but our employees did. If we’d have known we were changing the entire culture, we’d have communicated differently with our employees than we did.

Weldon Feightner, regional VP, Knology

Field Service SoftwareThe breadth of software solutions available for companies today is incredible. Whatever the process you’re striving to automate, there is a software for you. What’s even more impressive are the strides that have been made to make these solutions more attainable and affordable for companies to deploy

than ever before. More end uers than ever are turning to cloud based solutions. In fact, data from a study conducted by research organization Strategies For Growth found that 67% of respondents planning to invest in mobile tools in the next 12 months are considering cloud computing.

Field Service Software

RealWorld Advice

Is your company’s mobile workforcecurrently armed with any type of automation software?

What functionality does your company’s current software provide?

Yes - 45%

No - 55%

SLA mgt - 12%

Contract/warranty mgt - 18%

Customer interaction mgt - 31%


1. Ability to integrate with back-office systems2. Ability to update remotely3. Customizable4. Ability to work untethered (w/o wireless connectivity)5. Real-time data transfer6. Scalability7. Ability to support multiple goals/functions8. Rapid deployment framework9. Multi-platform support10. SaaS/cloud-based

Parts & inventory mgt - 32%

Scheduling/routing - 36%

Service/work order mgt - 37%

Dispatch/work order assignment - 39%

Customer history access - 43%

“Software Deployment Missteps You Can Avoid.”

“Not homing in on the feedback of the field

representatives during the preparation and rollout of the solution had a direct impact

on its effectiveness.”


“Don’t Overlook The Value Of Good Partnerships.”We were experiencing wireless connectivity and VPN issues that were forcing our territory managers to do batch-type processing. With 5,000 sales reps, and each worker taking off work an hour early to batch orders, we were losing approximately 1.1 million hours of productive time per

year. We wanted to standardize our connectivity and gain back the productivity we were losing. While we were clear on the goals for the solution, we weren’t sure exactly what technology would help us achieve those goals.

We turned to a local VAR to determine what solution would help us achieve our goals. The VAR acted as a trusted advisor and helped us understand the technologies that could help us. They also worked with us to develop custom portions to our solution, such as a document library application in which we can archive all relevant sales, promotional, marketing, and training materials for reps to access via their laptops.

The VAR also helped us throughout the entire rollout — from developing a proof of concept lab to test the solution, to assistance with the full-scale rollout and training of our employees. I can’t overstate the value of having a good VAR that understands your situation and will help you evaluate the technology that will get you where you’re trying to go. Our VAR was instrumental in helping us make the right decision and successfully deploy our solution.

Daniel Corcoran, manager of client services, U.S. Foodservice

Fleet ManagementFrom increasingly expensive fuel and vehicle maintenance to making sure techs aren’t driving unnecessary miles, managing a fleet is no easy feat. Today’s fleet management solutions significantly reduce that burden — and save companies serious dollars.

Further, there is a solution available today for any size fleet. According to analyst firm Berg Insight, the number of fleet management systems deployed in commercial vehicle fleets in North America was 2.1 million in Q4-2010 and is expected to reach 3.8 million by 2015.

Wireless ConnectivityThe world we live in today is no longer one of batch processing. We’ve become entirely accustomed to always-on, real-time connectivity — both in our personal and professional lives. The majority of today’s mobile workers rely heavily on wireless

connectivity to get their jobs done in the field. As you’ll see below, 78% of our survey respondents say that connectivity is important to crucial to the productivity of their mobile workforce.

Fleet Management Wireless Connectivity

RealWorld Advice

“Clearly Communicate The Benefits Of The Technology To Your Employees.”During our initial pilot of fleet management, a field technician began experiencing chest pain while on the road. He called in using the truck radio, and because of the GPS data, dispatch was able to provide his exact location to EMS so they arrived within minutes. The tech felt that

the fleet management solution played a part in saving his life, and we agreed.When we moved on to our full-scale rollout, we were aware of the Big Brother concept, and wanted to be sure

to avoid it. We connected with the gentleman that had had the heart problem during our initial pilot and worked with him to put a video together that explained the message we were trying to convey about safety. That worker felt strongly about how the solution helped save his life, and this message resonated with the other drivers.

The other step we took to help ease Big Brother concerns and facilitate user acceptance was to form a user group that began during the implementation of the solution. We formed the user group because we felt there was a need to continue to educate people on how to leverage the solution, and also to get feedback from the users themselves on features we could add or additional benefits we could potentially reap from the solution. The user group gave people an opportunity to vent their concerns and make suggestions, which helped them feel invested in the project.

Bob Burns, manager of the Dolan Technology Center, American Electric Power

RealWorld Advice

Does your company currently use a fleet management system?

If not, are you planning to deploy a fleet management solution in the near term?


1. Ease of use/user interface2. Ability to integrate with other applications (i.e. workforce mgt)3. Ability to customize4. Reporting functionality5. Scalability6. Ability to set alerts/alarms7. Mobile access to dashboard8. Ability to integrate in-cab navigation

Yes - 19%

No - 81%

Yes - 25%

Not at this time - 75%

Do your company’s mobile workers currently communicate with the back-office in real time?

Do you ever have issues with your wireless connectivity (i.e. dropped connections, bad coverage areas, etc.)?

On a scale of 1 to 10 (1 being not important, 10 crucial) how crucial is wireless connectivity to your mobile worker’s productivity?Yes - 65%

No - 35%

Yes - 70%

No - 30%

1 - 7%2 - 1%3 - 4%4 - 4%5 - 6%

6 - 8%7 - 13%8 - 18%9 - 14%10 - 25%


Anytime. Anywhere.

the modern workplace is no longer confined to the office. No matter what industry or government sector you operate in, having the ability to securely and reliably deliver critical applications and data to mobile field workers is essential.

NetMotion Wireless develops award-winning software that enables organizations to fully realize the benefits of their investment in wireless and workforce automation, driving increased field worker productivity, faster service resolution, cost reduction, and enhanced customer service.

Learn how you can get the most out of your mobile data deployment at: www.NetMotionWireless.com

Or contact us: 1-877-818-7626

© 2011, NetMotion Wireless, Inc. All rights reserved. Get Connected. Stay Connected.

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