Casual Articles - Arming Your Field Force with Wireless Enhancements

In today’s competitive environment, companies are under constant pressure to improve customer service while reducing costs; in field operations this drives a necessity for businesses to optimize their business process. With the passing of each competition-charged day, the corporate IT mandate grows clearer. Successful companies know that a well-trained, highly motivated and efficiently connected field force is critical to their continued growth and success.

Mobile field workers can be found in different range of industries including product service and support, management and architecture, transportation and parcel delivery and utilities. They are in general field service employees from various industries who collect data and accomplish tasks/jobs while moving from point to point within a city, district or region.

Communication can be a real challenge for organizations that have to keep contact with employees in the field. Traditional methods of recording work done or reporting faults rely on batch transfers or paperwork completed at the end of a shift, so are often slow, inefficient and prone to error. Field force workers are the lifeblood of many businesses; they can deliver enhanced services that go far beyond data collection and repair through new mobilized devices and applications. These enhanced service capabilities better serve clients’ needs and provide additional revenue opportunities for companies.

This White Paper will discuss how the benefits of mobile solutions, are empowering Enterprises and their employees to improve revenue, engage in industry best practices and offer the best practices possible with its new features, functions and capabilities.

Field Force Workers—A Largely Untouched Market

The market potential is tremendous for mobilized computing solutions. According to research from IDC, there are 99 million field and 145 million on-location workers in the world today. Currently, only a very small percentage of companies are using mobilized solutions to conduct business. There is a vast area of opportunity for companies and ISVs to transform the productivity and performance of these workers. Figure 1 depicts the size of the potential market for both field and on-location work forces.

Field Force Automation – Technology Enhancements and Innovations

New and innovative technologies can significantly improve field force efficiency. These approaches can:

• Reduce the overload of data
• Provide actionable information where and when needed
• Enable field force to receive and complete automated tasks while on the road

Mobile field workers – Early adopters of wireless technology

With field force automation solution, mobile field workers would be more effective in management as well as operation by connecting to their back-end systems via a wireless device.

Mobile field workers always have a need for receiving and transmitting information. This could not be handled by normal phone services. Making trips back to the service stations to get the needed information costs time and delays work process.

Field force automation provides complete access to all the activities conducted by a mobile field force worker.

Key Functions include

• Fleet management
• Inventory and asset management
• Warehouse automation
• Asset tracking
• Quality Control (tracking and counting articles)
• Packaging
• Security and access control
• Hazardous material management
• Advertising and promotion
• Delivery
• Smart-card-based payment systems

Wireless Field Force – A new paradigm

A wireless mobile field force can make use of real time synergies between the enterprise, customers and suppliers leading to significant business benefits such as cost reductions and improved customer satisfaction.

Wireless field force automation is transforming the way organizations conduct business, enabling them to be more profitable, competitive and faster to market. Wireless FFA closes the information gap between the service organization and the field force representative by augmenting every component of the field service cycle, from initiation to closure of a service request.

Examples – Mobile Field Force

• Field service technicians go to a customer site to repair a piece of capital equipment or conduct regular scheduled maintenance on an asset or machine
• Completing a detailing visit in a retail setting and sending a detailed report back to the database
• Medical Representatives distributing a sample of a drug to a physician
• Insurance claims adjusters process claims electronically at the customer location
• Parcel or expedited delivery service drivers receive customer location pick-up instructions throughout the course of the day How A Crazy Branding Stunt Can Bring Results For Years
  As a beginner, you would be forgiven for thinking that marketing is simply advertising your product or service, how wrong you are.Marketing is the art of allowing people to know that your business exists. You could be selling brand new BMW's at $1 each, but if nobody ever got to hear of your amazing deals then nobody could ever buy into the bargain. You would be left, scratching your head, thinking how do those dealers keep selling them?You must get your message out by every method known to mankind. This can be by direct advertisement, by personal contact, by phone, by chat room, by ebook, by viral methods, by contests, by giveaways, by conference, by affiliation, by broadcast, by joint venture, by email, by by by, the list is endless. The subtleties of branding and image all play their vital roles.Take this strange event for example, if I flew over Disney World one day in a small aircraft, like you do, then buzzed around for a while and wrote my name, Pete Lauder, in smoke, into the sky. Everyone that looked up would say Pete Lauder, who's he?Most would ignore the whole affair and carry on with the day out, but a small element would think, Pete Lauder, I'll find out. On returning home they would most likely tap my name into Google and find one of my web pages, but there would be no mention of any event in Florida, in fact, as much as I love Florida, I live in the UK. They would then go on to read my site, trying to find out about this strange sky writing. As a result of visiting my sites, some readers would buy my product, some would subscribe to my newsletter, but they would all remember my name, perhaps only subconsciously, but remember me they would.You don't need to fly over Disney World, be clever and use the net.Take ten years and propel yourself into the future, a major recession has hit the western world and everyone is suffering. The people that were once too cautious to venture into business, now see it for what it is, a means of survival. They want to maintain the lifestyle they once knew, and surely want to add to it, so they begin to look around the internet at some of the offers that bombard their inbox daily.Very soon they will come across the words, by Pete Lauder. Our prospect will instantly, subconciously connectng work done or reporting faults rely on batch transfers or paperwork completed at the end of a shift, so are often slow, inefficient and prone to error. Field force workers are the lifeblood of many businesses; they can deliver enhanced services that go far beyond data collection and repair through new mobilized devices and applications. These enhanced service capabilities better serve clients’ needs and provide additional revenue opportunities for companies.

  This White Paper will discuss how the benefits of mobile solutions, are empowering Enterprises and their employees to improve revenue, engage in industry best practices and offer the best practices possible with its new features, functions and capabilities.

  Field Force Workers—A Largely Untouched Market

  The market potential is tremendous for mobilized computing solutions. According to research from IDC, there are 99 million field and 145 million on-location workers in the world today. Currently, only a very small percentage of companies are using mobilized solutions to conduct business. There is a vast area of opportunity for companies and ISVs to transform the productivity and performance of these workers. Figure 1 depicts the size of the potential market for both field and on-location work forces.

  Field Force Automation – Technology Enhancements and Innovations

  New and innovative technologies can significantly improve field force efficiency. These approaches can:

  • Reduce the overload of data
  • Provide actionable information where and when needed
  • Enable field force to receive and complete automated tasks while on the road

  Mobile field workers – Early adopters of wireless technology

  With field force automation solution, mobile field workers would be more effective in management as well as operation by connecting to their back-end systems via a wireless device.

  Mobile field workers always have a need for receiving and transmitting information. This could not be handled by normal phone services. Making trips back to the service stations to get the needed information costs time and delays work process.

  Field force automation provides complete access to all the activities conducted by a mobile field force worker.

  Key Functions include

  • Fleet management
  • Inventory and asset management
  • Warehouse automation
  • Asset tracking
  • Quality Control (tracking and counting articles)
  • Packaging
  • Security and access control
  • Hazardous material management
  • Advertising and promotion
  • Delivery
  • Smart-card-based payment systems

  Wireless Field Force – A new paradigm

  A wireless mobile field force can make use of real time synergies between the enterprise, customers and suppliers leading to significant business benefits such as cost reductions and improved customer satisfaction.

  Wireless field force automation is transforming the way organizations conduct business, enabling them to be more profitable, competitive and faster to market. Wireless FFA closes the information gap between the service organization and the field force representative by augmenting every component of the field service cycle, from initiation to closure of a service request.

  Examples – Mobile Field Force

  • Field service technicians go to a customer site to repair a piece of capital equipment or conduct regular scheduled maintenance on an asset or machine
  • Completing a detailing visit in a retail setting and sending a detailed report back to the database
  • Medical Representatives distributing a sample of a drug to a physician
  • Insurance claims adjusters process claims electronically at the customer location
  • Parcel or expedited delivery service drivers receive customer location pick-up instructions throughout the course of the day What's In Your Launch Box?
    Don't think branding. Think brand power.As a small business entrepreneur, you are savvy enough to know that branding isn't just for large multinational corporations. However, when it comes to branding there is still too much attention given to colors and designs and not enough given to achieving brand power. Visibility and repetition are the keys to success and can even overcome average designs. When you are imagining what your logo should look like, don't stop there--imagine where it will go. Imagine the knowledgeable and helpful staff behind it. Now you are thinking brand power.The LogoIdeally you want your logo to represent the reason why you are in business in the first place. Read your mission statement of how you intend to win in business, then look at your logo. Ask yourself, "does this design represent our company's beliefs and the services we will provide?"Invest, but don't over spend on the logo. One could argue that visibility is more important than looks if you had to choose. Let's examine Google's logo. It has a simple, almost amateurish look. This is probably planned, but it's not going to find its way into too many coffee table design books. And it does not matter, not one little bit. The success of Google's logo is visibility. The logo is everywhere. It's achieved global familiarity and with it trust, if not awe.This is why you should include your logo on every piece of communication. Put it on every web page of your site, business cards, letterhead, envelopes, invoices, yellow page ads, building signage, newsletters, web buttons, promotional collateral, even small ads. If you've got a solid business and you give that logo visibility, you'll find yourself with some brand power. Then perhaps if your logo is next to a competitor's, they'll click your hyperlink. Familiarity will lead to increased sales.Web PresenceSince you haven't overspent on your logo, you can put a little extra into your web presence. It's not good enough to have just any website, it must have a clean design, easy navigation, and quality content. All these things are ingredients of Internet brand power.One of the most common misconceptions is that you are "done" once the site is uploaded to the web. Nothing could be furtsmall percentage of companies are using mobilized solutions to conduct business. There is a vast area of opportunity for companies and ISVs to transform the productivity and performance of these workers. Figure 1 depicts the size of the potential market for both field and on-location work forces.

    Field Force Automation – Technology Enhancements and Innovations

    New and innovative technologies can significantly improve field force efficiency. These approaches can:

    • Reduce the overload of data
    • Provide actionable information where and when needed
    • Enable field force to receive and complete automated tasks while on the road

    Mobile field workers – Early adopters of wireless technology

    With field force automation solution, mobile field workers would be more effective in management as well as operation by connecting to their back-end systems via a wireless device.

    Mobile field workers always have a need for receiving and transmitting information. This could not be handled by normal phone services. Making trips back to the service stations to get the needed information costs time and delays work process.

    Field force automation provides complete access to all the activities conducted by a mobile field force worker.

    Key Functions include

    • Fleet management
    • Inventory and asset management
    • Warehouse automation
    • Asset tracking
    • Quality Control (tracking and counting articles)
    • Packaging
    • Security and access control
    • Hazardous material management
    • Advertising and promotion
    • Delivery
    • Smart-card-based payment systems

    Wireless Field Force – A new paradigm

    A wireless mobile field force can make use of real time synergies between the enterprise, customers and suppliers leading to significant business benefits such as cost reductions and improved customer satisfaction.

    Wireless field force automation is transforming the way organizations conduct business, enabling them to be more profitable, competitive and faster to market. Wireless FFA closes the information gap between the service organization and the field force representative by augmenting every component of the field service cycle, from initiation to closure of a service request.

    Examples – Mobile Field Force

    • Field service technicians go to a customer site to repair a piece of capital equipment or conduct regular scheduled maintenance on an asset or machine
    • Completing a detailing visit in a retail setting and sending a detailed report back to the database
    • Medical Representatives distributing a sample of a drug to a physician
    • Insurance claims adjusters process claims electronically at the customer location
    • Parcel or expedited delivery service drivers receive customer location pick-up instructions throughout the course of the day Who's Driving Your Car?
      Who’s driving whom? In the early 1900’s, there were over 2000 manufacturers making cars, over 1500 of these in the USA alone. Now, there are only 39 brands of vehicle which you can buy. Of these, 30 of them are controlled by just nine players. Six companies maintain some form of independence: Honda, Hyundai-Kia, Rover-MG, Proton-Lotus, Porsche and Morgan. Honda and Hyundai sell millions of units, the others are responsible for a comparative handful of sales. Therefore, we have just 12 companies who are responsible for the look and feel of the entire world automotive industry. No wonder my car looks the same as 100 others!The great American Ford empire now controls the European Volvo and British Jaguar; General Motors Holden has links with Fiat, Subaru and Saab; Fiat in turn, controls Ferrari, Lancia and Maserati; Mercedes & (Daimler)Chrysler now own Mitsubishi; The ‘old commoner’ Volkswagon now controls the more prestigious Audi, Bentley and Lamborghini; BMW owns the almost opposite ends of the spectrum, Mini and Rolls Royce. Toyota has invested heavily into Daihatsu; Nissan has merged with Renault.In the next few years, it is expected that further mergers and buyouts will occur, leaving perhaps five or six mega-corporations to decide what the world will drive. If you think that it is confusing now that we can buy Lexus, Lexcens and Nexus, or drive Barinas, Berlinas and Berninas… If you already think that it is getting hard to tell whether a car is a Falcon, a Commodore or a Toyota… just wait, things may get even more uniform…In a few years, it may be possible to have everyone in your family driving a car with a different badge on it, (for example, Jaguar, GM, VW, Mercedes, Subaru and Mini) and yet find that the cash you pay out all goes to the one ultimate recipient company. (See Invest News #33 “Who’s Taking Your Money”, issued December 2004 for even more jaw-dropping revelations. Online at www.invest.org.au/news or ask me for a paper or email copy.)Who drives the cars that drive us? In the early days of motoring in the US, the Rockefellers controlled the Standard Oil trust. A few other companies, including Texaco and Gulf, were backed by the Mellons, Morgans and Vanderbilts. European capitalists rushed to develop their own ransmitting information. This could not be handled by normal phone services. Making trips back to the service stations to get the needed information costs time and delays work process.

      Field force automation provides complete access to all the activities conducted by a mobile field force worker.

      Key Functions include

      • Fleet management
      • Inventory and asset management
      • Warehouse automation
      • Asset tracking
      • Quality Control (tracking and counting articles)
      • Packaging
      • Security and access control
      • Hazardous material management
      • Advertising and promotion
      • Delivery
      • Smart-card-based payment systems

      Wireless Field Force – A new paradigm

      A wireless mobile field force can make use of real time synergies between the enterprise, customers and suppliers leading to significant business benefits such as cost reductions and improved customer satisfaction.

      Wireless field force automation is transforming the way organizations conduct business, enabling them to be more profitable, competitive and faster to market. Wireless FFA closes the information gap between the service organization and the field force representative by augmenting every component of the field service cycle, from initiation to closure of a service request.

      Examples – Mobile Field Force

      • Field service technicians go to a customer site to repair a piece of capital equipment or conduct regular scheduled maintenance on an asset or machine
      • Completing a detailing visit in a retail setting and sending a detailed report back to the database
      • Medical Representatives distributing a sample of a drug to a physician
      • Insurance claims adjusters process claims electronically at the customer location
      • Parcel or expedited delivery service drivers receive customer location pick-up instructions throughout the course of the day Public Relations for Pipeline Companies
        In the United States of America we have many pipeline companies, which deliver all kinds of products through their pipes, which helped our civilization run better. The flow of distribution through our pipelines is significant and contains everything from water, natural gas, oil and other important products that you may not even think about.Unfortunately the only time we ever hear about a pipeline company is when a pipe breaks and the news media puts it on the front page in the newspaper. This is when the pipeline company goes into crisis mode and damage control.Unfortunately had the pipeline company worked very hard with public relations prior to a spill or break they might have had a much better time in the local media. After all you cannot always blame the pipeline company for what happens.For instance a derailment on the train could take out a piece of pipe, a hurricane storm surge could take out a piece of pipe, international terrorists might strike a pipeline or an earthquake could break a pipe in several places. This is why public relations in advance for pipeline companies is so vitally important so the community and our citizens understand the importance of our nation's pipeline infrastructure. Please consider this public relations issue in 2006.>Wireless field force automation is transforming the way organizations conduct business, enabling them to be more profitable, competitive and faster to market. Wireless FFA closes the information gap between the service organization and the field force representative by augmenting every component of the field service cycle, from initiation to closure of a service request.

        Examples – Mobile Field Force

        • Field service technicians go to a customer site to repair a piece of capital equipment or conduct regular scheduled maintenance on an asset or machine
        • Completing a detailing visit in a retail setting and sending a detailed report back to the database
        • Medical Representatives distributing a sample of a drug to a physician
        • Insurance claims adjusters process claims electronically at the customer location
        • Parcel or expedited delivery service drivers receive customer location pick-up instructions throughout the course of the day
        • Cable or appliance installers receive customer account instructions while on the road, and can access technical data as needed to support an installation process

        Top Field Force Deployment Challenges

        • How do I get this new device to work?
        • How can I rapidly deploy 20,000 devices?
        • How do I centrally configure my networks?
        • Is my connection secure?
        • One of our devices is reported lost; can I disable it?
        • What are the connectivity holes in my network?
        • Why is my network so slow?
        • How do I apply OS patches / application updates?
        • Why is my device acting funny?
        • Why aren’t my batteries lasting long enough?
        • How can I make mobile applications work better?
        Source: Managing the Mobile Edge: The Unique Challenges and Requirements for Successful Management of Mobility Solutions

        Top Challenges to Mobile Field Force Success

        To remain competitive and increase productivity, no matter what type of business they are running, organizations ensure that they and their employees do not exist in isolated islands. To keep pace with its competitors, organizations are investing in their technical infrastructure to offer mobile field professionals more ubiquitous, secure and rapid access to corporate information. However, this evolution is not without its challenges.

        High Cost of Mobile Solutions – Despite improved price-to-performance models of today’s mobile field service solutions, the day-to-day time and costs associated with managing mobile solutions, from mobile devices to wireless infrastructure, is significant. According to a recent Gartner study, capital costs are only 25% of the total cost of ownership (TCO) of a mobile device. The remaining 75% is spent on deploying, managing and supporting these devices, as well as configuring the wireless network. This is particularly daunting for mid-sized firms.

        Technology integration with back-office system – The top challenge for mid-sized companies is technology integration, which reflects a very different mindset from larger companies. Larger firms understand that no measure of technology can sustain long-term performance gains without sound business processes that steadily improve and evolve over time.

        Insufficient IT structure and personnel to support mobile deployment – Mobile field force deployments includes integration with back-office systems, configuring software applications to run on mobile devices, and even customizing interfaces for specific business processes and mobile workers usability.

        Information Security Risks – Security concerns prove to be the key challenge for field force deployments. A strong encryption system is necessary to protect proprietary enterprise and customer data. All users accessing back-end systems should authenticate themselves before accessing corporate data.

        Mid-Sized companies continue to struggle due to these and other prevalent challenges over field force solutions. Field force workers in front of customers need instant support, not confusion over the source of the problem – the mobile device or the wireless infrastructure. Mid-Sized organizations often sustain expensive latencies in their field force operations from customer dissatisfaction, overcharges, glitch in performance, revenue delays and missed cross-sell and up-sell opportunities.

        Why Field Force Deployment?

        Why would companies consider expanding its field force deployments with all these difficult challenges? Mobility to field force offers very significant return on investment (ROI) to companies that do it well.

        • Field workers can read meters, report on their location and status and receive service information and updated instructions while in the field
        • Warehouse workers with scanner-equipped devices eliminate the double entry keying of previously

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