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From Cost To Profit
Today's repair technician shows up sometime "between 9 a.m. and 5 p.m.," takes a look at the problem and tries to make the fix. In an ideal situation, he or she will be able to provide on-the-spot service, finishing the job in one visit. However, usually it's the typical scenario where they can't figure out what's wrong, or they're missing a part, which results in setting up a return visit, using up additional time and costing more money - on both ends.

Fast forward to tomorrow's technician who pulls up within the promised two-hour delivery window and gets to work. When they're unsure about a repair, he or she links up to a central host to download a schematic, then ends up taking a photo of the problem and transmits it to a supervisor, who walks them through the repair via VoIP and asks a nearby truck to deliver the part. The tech then checks the customer's warranty, notices it's about to lapse and suggests the customer renew. The customer agrees, and the tech processes the credit card and captures the signature right on their hand-held device, printing out an on-the-spot receipt.

New peripherals, more powerful processors and more ubiquitous wide area networks are helping to transform field service technology for utilities, telcos, field sales, field service, home delivery, public service and other uses. Increasingly powerful and flexible hand-held, laptop, tablet and ultra-mobile PC (UMPC) devices promise to boost customer service, increase productivity, upsell customers and close the order-to-cash cycle right on the spot.

Creative VARs are promoting these capabilities to change the way customers do business in the field - and thanks to mobile commerce capabilities, to transform field service from a cost center into a profit center.

Market Heating Up
Long-time users of field service solutions are looking to enhance their capabilities as they upgrade. The City of Denver, for example, adopted the new 8300 Rugged Tablet. Developed by Data Ltd., a manufacturer and reseller based in LaPorte, Ind., the city uses the device to dispatch drivers to its van program for the elderly and disabled using Skype for VoIP and an integrated mag stripe reader to collect on-the-spot payment. Increasingly, customers are seeking devices such as the 8300, which integrate multiple peripherals into one device.

Here are some of the capabilities that are generating user interest:
 
  • Multiple radios: The ability to use any of the major carriers for cellular data, plus Wi-Fi (where available) and Bluetooth to "talk to" peripherals such as printers and headsets. Automated switching from one to another or from device to vehicle-mount radios is also valuable. "Companies are moving from static to dynamic business models, requiring enterprise systems to be transactional to the field," says Erik Anderson, vice president sales for Agentek, a field service VAR based in Alpharetta, Ga.
  • GPS: Dispatch is the dominant application now, but applications are growing to include geo fencing - alerting management when a vehicle exits a prescribed area - as well as time/date/location stamping, assisted GPS for turn-by-turn directions and to navigate around traffic, and the ability to prevent WAN switch disabling, so technicians can't shut off tracking. "We've just scratched the surface with regard to GPS," says Dan Bodnar, director of enterprise asset management for Intermec.
  • Cameras: Imaging technology allows techs to capture photos and videos of damages, proof of delivery and invoices, as well as performing light-duty barcode scanning.
  • Mag stripe and smart card readers: These are useful for credit card and ID reading and proximity payments. A pizza company, for example, can save thousands in card-not-present fees by taking payment at the door rather than over the phone, says Rich Pacella, co-founder and president of mobile software solutions provider Velocitor, based in Charlotte, N.C. "In the last part of 2007, the number of RFPs where payment was a requirement or request really increased," says Bryan Wesolek, president of Data Ltd.
  • Voice capability: Insurance adjusters use this to capture verbal command sets during appraisals.
 
Improved battery management: Newer power management utilities and battery technologies such as lithium ion and prismatic batteries help all these functions stay running through a shift. But there is still room for improvement. "Battery life is not yet able to keep up with performance and demand on mobile devices," says Jason Janes, CTO of BelTek Systems Design, a mobile solutions VAR.

Ingredients for a Successful Project
Although the technology might be established, and the products can be available, that alone might not be enough to get customers' creative thinking juices flowing. VARs might want to consider the following checklist when pitching new mobile commerce technologies:
  • Executive and end user buy-in: VARs must be careful when a project is championed by operations or IT - both must be fully onboard. VARs must also insist on spending time with field techs to understand real-world work processes. Beltek sends a client services representative out with a tech early in the sales cycle to make user needs crystal clear.
  • Solid software platform: "VARs need to be looking for a platform to write to," says Mark Chellis, director of worldwide channel marketing for Motorola's Enterprise Mobility Business. "There are varying requirements and needs within the community of users. You want to write the application once and have it be portable across hardware and operating system platforms."
  • Security: VARs must ensure the security of onboard data as well as data traveling over the air. Many devices have encryption built in, but VARs must also take extra steps to ensure users turn on available security. "A lot of times customers want to shut down USB ports so no one can put a jump drive on the device," says Bryan Wesolek, president of Data Ltd.
  • Reliable Connectivity: Devices in motion face unique connectivity problems. "They struggle with session or IP persistence when out in the field," says Ben Thacker, vice president strategic marketing, General Dynamics (GD)-Itronix, a developer of rugged mobile computing solutions based in Spokane Valley, Wash.
  • Maintenance: Planning for product failures is a related concern. Mobile solution provider Xybernaut, based in Chantilly, Va., stores data in a compact flash card. Perry Nolen, CEO of the Chantilly, Va.-based company, recalled how a DT Research tablet fell out of an Apache helicopter at 160 feet and still worked, even with a broken screen. Because data was stored on a compact flash card, it could easily be moved to a replacement device.
  • Durability: VARs must resist newer users' urge to buy under-protected devices to save money, and it goes without saying that rugged or semi-rugged devices are a must for most field applications - not just for the device itself, but accessories as well. "We have customers that will pay $2,500 for a rugged notebook or tablet and $25 to mount it in the car," rather than choosing a bracket that can protect against shock and vibration, says Jim Vercruyssen, product manager, Duo-Touch II Tablet PC at GD-Itronix.
Form and Function
When you have thousands of techs requiring a device that works with their daily tasks, the big choice is form factor: Is an industrial hand-held, a UMPC, a tablet or a laptop the most appropriate?

Some end users are set on form factor, and there are others who look at the operating system. For some, platforms that can run desktop applications are attractive for easy maintenance, while others want less resource-intensive hand-held operating systems. Some vendors are even responding to this by enabling multiple OS choices. For example, DT Research offers Windows CE.NET, Windows XP Embedded and XP TabletPC Edition in its mobile tablets. Interest is also growing in browser-based applications. "Large companies want to customize their operating systems, strip out everything and only run their application," says David Hale, vice president program management at DT Research.

The broadening capabilities of mobile devices are truly opening up new markets for VARs - construction is one - as well as transforming field applications for long-term users. "Everybody is looking for an edge - it can be the difference between profit and loss," says Xybernaut's Nolen. "We can empower the worker in the field with tools that allow them to do more to increase profitability."
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