Truck World takes place at the International Centre, conveniently located near Pearson International Airport in Mississauga, ON.  The location offers Free Parking – 5,000 spaces – No downtown traffic hassles.

Truck World 2012 will be your one-stop event to see new products, new ideas and new solutions.  There will be over 300,000 square feet of trucks, trailers, equipment, tools, technology and services for the trucking industry on display with over 350+ exhibitors, seminars, workshops and special events over the 3 days.

Please visit us at booth #2531 and talk to us about Cetaris Fleet Management, Motorola Rugged Handheld and In-cab terminals, and of course our Mobile Service Desk which supports your technology requirements and manages your assets in the field.

Get your FREE tickets and visit PiiComm at booth 2531 Use VIP Code PIICOMM

Do you have the right rugged mobile device? Before I help you in answering that question, I will explain what ruggedness means in terms of mobile devices. Call this a Rugged Device 101 Lesson! Pour yourself a coffee, take a seat and read on…

Rugged data capture devices or handhelds are meant to withstand harsh environments. But what exactly does rugged mean? It could mean two entirely different things to different people. Same with harsh environment – how do you define harsh environment? These are the types of questions that need to be answered at a detailed level. And just because a device has a certain IP Rating doesn’t necessarily mean its rugged level is right for your environment – there is more to consider.

There are four main areas to examine when determining device ruggedness. They consist of IP Ratings, Impact Protection, Parts and Accessories and Operating Temperature. Let’s start with defining IP Rating.

1. International Protection Rating or Ingress Protection Rating (IP Rating) or Military Standard 810-F/G

The military standard referred to as MIL-STD-810, “The Department of Defense Test Method Standard for Environmental Engineering Considerations and Laboratory Tests” is comprised of about 600 pages, outlining 23 tests with multiple sub-tests that can be used to predict the ability of a device to work in certain environments.

For example, “MIL-STD 810F/G Method 516.5 Shock” requires that items weighing 100 pounds or less survive a total of 26 drops on each face, edge and corner. The 26 drops can be divided among as many as five samples of the same test item, which probably means “use the first until it fails, then start with the second, until it passes,” although the language leaves it open to interpretation. Generally a handset must be dropped from 48 inches onto plywood covered concrete. It also appears that the test can be conducted with the equipment in the off position.

IP Ratings consist of the letter IP followed by two digit and an optional letter. It classifies the degrees of protection against:

• solid objects (including body parts) and materials

• harmful ingress of water, liquids

Additional letters classify only the level of protection against access to hazardous parts by persons.

For example, if a device has an IP Rating of IP53, 5 describes the level of protection from solid objects and 3 relates to the level of protection from liquids.

IP First number – Protection against solid objects

IP Second Number – Protection from liquids

It’s very important to go over the IP Ratings to ensure you are getting the device that will perform to your specifications.

1. Drop Testing or Impact Protection

Manufacturers will drop test devices to see how if and when it breaks. Rugged handhelds need to be able to stand up to measured levels of impact or shock when drop-tested. Drops specifications are outlined in your mobile device specifications, for instance Motorola’s drop test for the MC70 is performed over the entire operating temperature range, ensuring dependable operation whether drops occur at room temperature or in extreme cold or heat – even on concrete. The unit is also sealed to ensure reliable operation, even when exposed to dust, rain, snow and spills.

Drop specs are typically noted in feet or metres. Some manufacturers will also state the surface the device was dropped such as concrete, wood etc.

It’s important to look at drop testing in combination with the IP Rating. Don’t automatically assume that the IP Rating also means appropriate drop test specifications.

1. What about parts that stick out? If there are any parts that stick out such as aerials, are they tough enough to withstand a drop if it lands directly on the aerial? What about 3rd party add on modules, will the snap-ons withstand a rugged environment? What about the screen? Is it recessed, how does the device drop naturally? Can the screen stand scratches?

2. Temperature: ensure that the device you are choosing will withstand your environment’s operating temperatures.

You will save your company a lot of time and money by carefully reviewing IP Ratings, drop test specs, operating temperatures while reviewing the right rugged mobile device. By establishing a checklist of how the mobile device will be used in the field, a careful examination of your environment (be sure to get feedback from the actual users – their feedback is sometimes the most valuable!) and comparing it the above rugged factors – you will be sure to get the exact device you were looking for.

Population of Mobile Workers Will Only Continue to Increase

 • The mobile worker population exceeded 1 Billion in 2010. With the ever increasing presence and variety of mobile devices and their applications, it stands to reason that management of both employees and the devices themselves requires a new level of expertise to manage and support.

 • Global mobile device penetration among mobile workers to near 10% by 2014. The VDC research quoted in this post pertains to mobile workers whereby the mobile devices support real time transaction processing applications NOT including mobile devices only used for PIMS and email applications.

 • Global installed based of mobile devices supporting enterprise and government mobility applications to exceed 100 million by 2014.

 The four things you will need to look out for in managing both the mobile workforce and mobile devices are training for your field users, remote support and device management, device management requirements and security management requirements.

 Training, Training and More Training

 • With multi-functional enterprise grade mobile devices and integration with robust back end enterprise systems, field service technicians now have the capability to cross and up-sell customers on a variety of new features, services or warranties.

 • With this comes the added pressure and necessity to train field workers to do more than just use the technology but also change their mindset as it relates to their ‘new’ job. They are being asked to do jobs that they might not have a background in such as sales and communications with customers. It is very important NOT to overlook the complexities involved in getting reluctant field workers to not only convert to the new technology but also new job descriptions and expanded job functionalities.

• The much broader set of responsibilities is also a result of the recent reduction in workforce due to global recessions.

 Key Requirements: Remote Support and Device Management

 More mobile devices, more mobile applications, more mobile users and more devices supporting sophisticated workflows all leads to one question: What needs to be managed and how? The research coming out of VDC states the following challenges are top of mind for CEOs and business owners:

 • Minimizing device downtime and user productivity loss.

• Establishing a remote helpdesk.

• Ensuring user friendliness of mobility solutions.

• Reduction of support costs.

• Remote provisioning of mobile devices.

• Preventing data breaches.

• Clear mobile and asset software inventory management.

• Providing real time remote training to field users.

• Locating and tracking devices.

Device Management Requirements

 It is critical to have a solid clear plan on how your mobile devices will be managed. Our findings combined with VDC’s research shows that ‘better management of mobile devices is a consistent ‘top of mind’ issue for organizations’. So if you fall in this category, you are among great company. The key is to have a well thought out and executed plan. Areas of importance and for consideration:

 • Distribution of software and updates.

• Remote trouble-shooting and critical device management functions.

• Maintaining device/software configuration to corporate standards.

• Perform OS management.

• Monitor mobile device state.

• Back-up and restore critical data.

• Track/locate a device or user via GPS/location based services.

 Trouble-shooting the mobile device remotely in the field can reduce the cost impact of that failure by as much as 80%. (in terms of lost productivity and overall support costs)

 *** VDC Research suggests that organizations can save $200.00 per employee per year as a result of implementing a device management solution.

 Security Management Requirements

 Security management of mobile devices is a key challenge for organizations. Organizations require strict security measures but at the same time do not want to put up so many constraints that the mobile functionality is reduced. Security components that were highly rated amongst the companies surveyed by VDC Research are:

 • Lockdown device interface to reduce end-user tampering.

• Remotely deliver security patch updates.

• Enforce device hardware feature control policies. (eg block camera)

• Enforce security policies even when the device is in an offline state.

• Remotely enable device kill and data deletion for lost or stolen devices.

• Enforce password policies.

• Enforce on device application whitelist/blacklist.

• Enforce on device data encryption.

• Encrypt over the air (OTA) / internet communications.

• Distribute security/policy changes even without a data connection.

• Integrate on device login with active directory.

• Remotely track/locate a lost or stolen device via GPS/location services.

As you can see, with the plethora of devices, users and applications comes a variety of key considerations to evaluate and implement. By having a solid plan in place, you will be able to continue to grow your organization, mobile workforce and customers.

To learn more about VDC Research and for complimentary research, click here.

1.) Employees

2.) Environment

3.) Enterprise Systems Integration

4.) Mobility Application

5.) Mobile Device Management / Support

6.) Flexibility: can grow with your organization

7.) Industry Standards and Certifications

8.) Don’t forget about POWER

9.) Accessories and Options

Employees

This is one area that unfortunately is often overlooked. You probably think considering your employees is an obvious area and it is. It gets talked about a lot but at the end of the day the notion is ‘better get on board because this is how we are doing business now.’ We have worked with some very successful smart companies that have decided to effectively use their field sales staff or field service technicians to ENSURE they select the right mobile device. How?

• Form hands on field trials with a select few mobile workers that will be using the devices and get their direct feedback on how they would like the device to perform with increased productivity and efficiency in mind. Your field service technicians will be able to provide you valuable information and in turn this creates an almost automatic buy-in, and excellent feedback. Ask for volunteers or specifically request leaders, union workers, or senior member that others look up to. Even better, select an individual who is very comfortable with new technology and another individual who is very resistant to change and new technology. When others see that a person who is resistant to change – using this new technology, others will follow more easily.

• Take as many recommendations as you can from these individuals and when it is not possible, explain the reasons why their input was not taken.

• Use these same individuals to help train and bring on board all employees at time of roll out. New systems often threaten employees who have been tied to a legacy system, thoughts often consists of, “Why do we have to do this?”, “Everything is working fine, more change is unnecessary.”, “What if I make a personal call, will this be tracked?” Get feedback on as many questions as you can and produce a FAQ to help uncertainty and ensure a successful roll out.

• Ensure that you have worked out your corporate policies on personal use of devices prior to roll out

When talking to employees ensure that you share with them how they will profit such as;

• They will have to perform less administrative tasks.

• Less trips back to central office to pick up jobs/tools etc.

• More information to perform their tasks correctly the first time around.

• Able to answer and possibly take orders while on customer site.

Employees that are properly trained with the right mobile devices appreciate how the organization has made them more efficient and eliminate much of the paperwork they had to complete previously. A win-win for everyone involved.

Environment

Detailed examination of your existing environment is crucial in selecting the right mobile device. Imagine selecting a non-ruggedized mobile device for your warehouse/factory employees working day in and day out in a concrete and steel environment and their non-ruggedized mobile device accidentally drops. Will it survive the drop? Chances are no. Here are some questions about environment that will need to be answered prior to choosing:

• Will the device be used in harsh, unforgiving environments such as factory warehousing, manufacturing, field service units, ports? Will the device need to be drop resistant – at how many feet? How will your mobile workers utilize the mobile device, will it withstand their environment?

• Always consider the probability of drops, the typical drop height, drop surface and drop specifications. Things to look for are ingress protection, environmental sealing rating for expected level of exposure to moisture and dust.

• The primary causes of device failure are related to environmental issues such as exposure to extreme fluctuations in temperature, water/moisture/humidity, excessive vibration, and EMI exposure.

According to Venture Development Corporation (VDC Research), companies using commercial-grade devices report nearly twice the equipment failures of rugged device users. Another VDC study found that managing the TCO of mobile device deployment is a consistent, top priority for enterprise and government organizations. More important than “ensuring user friendliness of mobility solutions,” “preventing data breaches,” and “reducing support costs,” companies count downtime minimization their number-one concern.

• Choose the correct device class for your environment: consumer grade or enterprise class? Consumer grade mobile devices may not work in many different industry applications due to durability and many do not meet specific requirements for mobility applications such as barcoding, card swiping, mobile printing, In addition to durability, many will not be be robust enough to tie into sophisticated back end systems.

• Price: consumer grade mobile devices are generally priced lower, however it is important to note that enterprise mobile devices deliver a lower total cost of ownership (TCO) in a field service setting. A VDC research report states that the average TCO is less than $2,900 per year for enterprise-class devices, compared to more than $4,000 for consumer-grade PDAs, and more than 90% of the TCO for consumer devices comes after the initial hardware purchase.

• Will the device need to be protected from harsh weather elements?

• Is weight a factor in choosing the right device?

• Do workers need a relatively hands free environment to do their job? Do they require ergonomically fitted devices for scanning, rfid reading, mobile printing or mobile computing?

• Will the environment be a retail sales environment, field sales/order taking applications where a ruggedized device is not required?

Mobility Applications

How will you be using the device?

• What are the voice and data application requirements? Enterprise class devices are capable of data capture, mobile computing and communications requirements. With an enterprise class mobile device there is no need for field service workers to carry an extra mobile device.

• What type of scanning is required: barcode/RFID reading? Data capture functionality on enterprise class mobile devices include 1D or 2D bar codes, direct part marks (DPM), RFID tags and image capture.

• Do you need PPT (push-to-talk) features?

• Do you require wireless communications?

• Will more than one application be used simultaneously?

• Do you require payment and mobile printing features? Mobile payment systems enable the mobile worker to offer on site mobile printing for invoicing, receipts, and other documentation. Ensure to select a device that supports printing and make considerations for type of internal and external connections such as Bluetooth for a wireless connection or a USB port for a wired connection.

• What type of barcode reading is required?

• Do you need RFID tag reading capabilities?

• Is image capture and mobile printing required?

Enterprise System Integrations

In order to get the most out of mobilizing your workforce, it is necessary to connect in real time back to your enterprise systems. Your workforce will thank you for it!   You will need to assess real time access to information such as:

• inventory

• invoicing

• warranties

• order fulfillment

• different enterprise databases

Mobile workers are far more productive when they have direct access to information required to their job. In addition, it increases customer satisfaction.

Mobile Device Management / Support

Many customers request that we provide full mobile device support after integration and roll out of their mobile devices. We spend a considerable amount of time going over the advantages of having your mobile device integrator provide mobile device management. Here are a few key things you will need to consider:

• Who will support your device when they break down? Do you want to service the mobile devices in-house? What are the pros and cons?

• What is your long term plan for servicing and supporting mobile devices when your company grows from 500 to 2000 devices?

• Who will ensure that your damaged devices are properly serviced and tracked?

• Will you require a complete check of the fixed damage device to ensure all other components are working correctly in addition to the actual damaged component?

• Who will stage new devices?

• Who will store and service devices that are not in use?

• Who will track all of your mobile device assets for you?

• Request information on service response times, does it meet your requirements?

PiiComm’s 30 point system for managing mobile devices can be found here.

Drops may be the leading cause of replaced damaged mobile devices, however the majority of devices are replaced for an altogether different reason: management feels that the company has outgrown the use of their existing device. Ensure the device you choose can grow with your organization’s long term goals.

Industry Standards and Certifications

The mobile device that you choose should adhere to your enterprise standards for connectivity and security. This will help keep down costs for integration and support.

Power

Don’t forget about the POWER. Think about all the juice that your mobile device requires to scan barcodes, read RFID tags, communication wirelessly, collect data, capture images and mobile printing. All of these features require significant power from the device’s battery. Lost of power affects what most companies dread – it impacts uptime and user productivity. Enterprise class mobile devices tend to have longer battery life than consumer grade devices.

• What happens to data when power runs out? Does the mobile device offer built-in battery indicators to prevent downtime?

• How quickly does the battery recharge?

• How many times can you recharge the battery?

• Does the charging dock prevent overcharging?

Evaluate Mobile Device Accessories and Options

Never underestimate consideration of your mobile device’s accessories and options. You want your mobile device to be able to grow with your organization’s strategy and long term goals. Having the option of adding functionality to your existing devices is more cost effective than replacing all of your devices. Remember to look at warranty options. PiiComm has full service options for managing and supporting all of your mobile devices and add-ons.

Please call 1 (888) 844 2007 or email info@piicomm.ca if you require help in selecting the right device for your environment.

TORONTO, ONTARIO–(Marketwire – March 1, 2011) - Enterprise mobility solution company PiiComm announced today that Motorola Inc., a leading provider of business and mission-critical communication products and services for enterprise and government customers, awarded PiiComm as one of its top growth partners awarding them the prestigious Motorola Pinnacle Award.

To show just how significant the Motorola Pinnacle Award is to PiiComm Mobility Solutions, of the 80 winners in North America, only 7 companies were awarded in Canada and of those 7, only 3 were chosen in the Mobile Solutions category.

“We are truly honored to be one of a select few partners to be distinguished in this manner. It certainly reflects the tremendous work effort of the entire PiiComm team. In addition, the Motorola Pinnacle Award shows how dedicated we are to providing exemplary service to our customers – we will continue to stand by that mantra,” said Shawn Sicard, CEO, Piicomm Inc.

TORONTO, ONTARIO–(Marketwire – Feb. 15, 2011) - PiiComm Inc. is proud to announce an added feature to their website, a new interactive Return on Investment (ROI) Tool that will help users calculate estimates on their return from implementing a complete mobility solution for their field service operations.

Users can enter their own data about their company’s size and average figures for employee and vehicle cost per hour and the interactive ROI calculator will provides estimates back regarding ROI break-even point, net cost savings, time savings and other useful data.

“The new ROI tool on our website is an extremely useful tool for companies wanting to build a case to move ahead with their mobility project. The cost and time savings from automating field service operations is huge. There is always payback and in a relatively short period of time,” said Shawn Sicard, CEO, PiiComm Inc. ”Mobilizing your operations results in elimination of paperwork, accessing real-time data on-site allowing technicians or mobile workers to complete the job in one visit versus several visits which ultimately leads to increased productivity, cost savings and the best part – increased customer satisfaction.”

By seeing the ROI PiiComm can offer, prospects and clients are better able to understand the net cost savings and time savings that are associated with complete enterprise mobility solutions.

To learn more please call PiiComm at 1 (888) 844-2007 or email info@piicomm.ca

Field Service automation is so much more than just eliminating paperwork.  ROIs can be achieved in numerous ways.  I was recently in touch with Kevin Benedict, Mobile Industry Analyst and enterprise mobility blogger extraordinaire.  He summed up 29 areas that you can look for ROIs and in my experience he has really captured the detail when it comes to looking for ROI and explaining it to people who ask, “Where’s the ROI?”  In fact, just email them the link to this post and our ROI Calculator.

Upselling products and services can bring in new revenue. Providing better customer service can leave a lasting impression that results in more business and referrals. Automating and mobilizing business analytics and queries can provide new insights and more business opportunties for the field sales and field services teams. Integrating work order dispatch with enterprise asset management and location based technologies can ensure that you optimize the use of a field service technician’s time while onsite with a customer.

Here are 29 areas where you can look for ROIs.

1. Eliminate time spent in the office re-typing data collected in the field by enabling field service technicians to synchronize information directly with the office database.

2. Eliminate time spent on the phone dispatching service tickets or work orders. This saves time for both the dispatcher and the service technician. Dispatch electronic service tickets directly from your work order management system in the office with the mobile device of your service technician.

3. 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.

4. Avoid the high fuel costs incurred by delivering paperwork to the office. Synchronize the data directly from the field to the central database application.

5. Avoid the time and cost of transporting paperwork from the field to the office. Synchronize the data collected from the field with the push of a button.

6. 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, timesheets, work schedules and much more.

7. 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.

8. Save time and reduce administration costs by creating and scheduling new service tickets directly from the field.

9. Provide immediate invoicing for faster collections and better cash management. Allow the field technician to print the invoice on a mobile printer at the job site.

10. Save time and postage costs. Print the invoice and leave it with the customer at the job site rather than waiting and billing later from the office.

11. Document proof of work completed to reduce invoice disputes. Leave a GPS audit trail showing where the work was performed and include a time and date stamp. Digital photo evidence of before and after work is also useful.

12. 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 can cause invoice disputes, inaccurate records and confusion.

13. 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 device.

14. 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 smartphone keypads.

15. Reduce administrative costs by ensuring the accuracy of data.  Validate answers in the mobile software application.

16. Reduce time on the phone and dangerous note taking while driving. Push documents directly from the office to the mobile device.

17. Save time and fuel by providing electronic dispatch and least cost routing. Use vehicle and/or handheld GPS tracking to view your workforce locations. Smartphones with GPS functionality can integrate with GIS and display the location of the field worker to help managers better organize service responses.

18. Save time by developing computation and analysis features on the mobile device in the field.  Programmed analytics can help field users make quicker and more accurate decisions and job estimates.

19. 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.

20. Enforce quality work habits. Automate “best practices” into your mobile software application and provide visibility to managers.

21. Automate quality and best practices.  Activate the appropriate business process based upon the data entered.  A specific answer can trigger the required business process.

22. Reduce inventory loss.  Avoid undocumented inventory usage and unbilled time.  Enforce real time data entry before clock out or work order completion.

23. Improve job estimates. Require clock in and clock out on work to document and analyze the accuracy of work estimates and improve over time.

24. Improve technician training.  Train new service technicians and inspectors with audio memos or video clips embedded in the mobile application or linked to a URL.

25. Reduce disputes by documenting deliveries and work with digital signatures, date and time stamps and barcode scanners on the mobile device.

26. Save travel time and fuel cost. Query available inventory in nearby company vehicles.

27. Increase profit per customer. Use information on mobile devices to up-sell more products and services while onsite with the customer.

28. Provide quicker and more accurate estimates.  Query latest shipping status, schedules or inventory levels via mobile devices while onsite with customers.

29. Increase warranty revenues. Include updated customer information on the mobile device so the service technician can sell warranty and maintenance plans, new products and upgrades.

What have we missed?  Please feel free to add more.

January 25, 2011 @ 08:00AM

The High Cost of Screwing Up an Enterprise Mobility Implementation

What you need to know before choosing a partner.

So, you want to take your company into the future?  For years you have been watching huge companies, companies mainly in the courier business, using these electronic devices to conduct day to day deliveries. They make things look so easy. They move hundreds and hundreds of deliveries each day on their route without carrying one piece of paper except for maybe a newspaper for break time.

Well, you are certainly not alone. Many companies are exploring how to get rid of the inefficiencies of using paper-based processes and become a real time operation. All the while reducing errors and saving a considerable amount of money in the process…well maybe.

There is no question that paper processes for workers in the field is going the way of the Dodo bird. Simply put, those who do not adapt will perish. Change is inevitable. Customers require it, generation Y will expect it. Survival will demand it. Saying this, how you execute “the change” is critical.

One of the most important factors to consider when getting ready to evolve into the operation of the future is your selection process for a mobility partner that can provide consultation, software, hardware, implementation and mobile device management.   This is very different than handing out cellphones. Most people have become pretty adept at pressing the big “answer call” button and saying hello when the device makes a unique sound and about the first self-training a user performs when they get their new phone, which is to annoyingly try out each and every ringtone to hear all the cool sounds.

No, true field force mobility is quite a bit more complex.

When your company makes a decision to take your day to day operations to the next level, the impact can be great or disastrous.  A good partner who truly understands the dynamics of a mobility project will be the key to a successful deployment. They will help you fully understand key elements such as:

• Choosing the right device for your specific business needs. Do you need lightly rugged or virtually indestructible?
• They will advise you on best business practices when it comes to securing the devices, not only from outside threat but from the bored employee looking for those ringtones and instead deleting key system information that keeps his devices connected.
• They will assist with the integration process between the mobile network device and your main ERP system.
• Enterprise Mobility devices are small form factor computers and as such need to be “staged”. Depending upon the size of the rollout this can be daunting for any IT shop. Some companies can provide initial rollout or even full outsourced services to alleviate the burden and potential high costs of hiring new employee’s to manage the solution.

A mobile solution can save time, cut costs, increase client and employee satisfaction and should not be avoided simply because of the unknown. If that was the case, we would still be using horse and buggy to get around. That being said, doing your research and picking the right partner can ensure that you do not go down a virtual sink hole where only problems are perceived and the solution fails to take hold.

So, move towards the right direction and realize the proven productivity advantages your company can achieve using the electronic clipboard. Just make sure you have the right partner to ensure you make it a positive and not a negative. Change is tough…but well worth it!

For information on how PiiComm can help mobilize your operations, please call 888.844.2007. Or feel free to e-mail us at info@piicomm.ca