The Mobile Revolution

Mobile computing is no longer a “nice to have” technology. Increasingly more powerful devices, faster networks and the ability to access web applications have made it possible for CEOs and CIOs to think more strategically when it comes to mobile solutions.

By Robert Hughes (Chairman/CEO), FieldConnect

September 26, 2008


We are very lucky to have been able to partner with some visionary customers over the last few years. These pioneering customers shared our vision for how a mobile solution could improve their business. These early adopters have been using our mobile solutions to maintain real-time communication between their field technicians and their main office ERP systems. Some have even combined our geo-location capabilities to track their vehicles, optimize their routes and generate reports that show mileage, gas usage, vehicle speeds and more. These organizations are uniquely positioned to outpace their competition and remain differentiated in a highly competitive economy. That makes me very happy because our customers took a chance on us and we were able to deliver on that vision. These technology pioneers knew that FieldConnect’s mobile solutions would eventually be mission critical and not just “nice to have technology”.

And guess what? It is going to get even better….

1. Powerful devices. 3G iPhones, BlackBerries, smartphones, Windows Mobile devices, laptop and tablet computers. From the beginning, our strategy at FieldConnect was to embrace every device. Why lock our customers onto one device when the world is changing so fast.
2. Faster networks. Recent investments in networks allow for much faster, more reliable communications.
3. Web enabled software. Very light on the device yet it gives you access to powerful software.
4. Location based services (GPS). We can leverage this rich source of data to enhance you business decisions…and reduce costs and liability.

The enterprise solution
We see a real opportunity for mobility to provide even higher returns when strategically deployed across the enterprise. Companies already have achieved many highly successful examples of this Mobile revolution.We have clients who receive new work order requests from their customer via our web customer portal. This request is immediately displayed on both the dispatch board at headquarters and on the supervisor’s handheld device. The dispatcher, whether in the field or at headquarters, assigns the work order to a field technician. That technician performs the service and closes the work order. The whole process can be tracked in real-time, and paperless, by the customer. The dispatcher can also track the technician’s location and assign the next work order by location or optimized route.

There are more succes stories to come...please keep in touch.

Robert W. Hughes is Chairman and Chief Executive Officer of FieldConnect, Inc. Mobilizing Service management for MS Dynamics and Sage ERP. (Solomon, Great Plains and Timberline).

Ensuring Customer Satisfaction - (Whitepaper Part 3)

This is an excerpt from the FieldConnect Whitepaper titled "Maximizing Profit with Field Service Mobilization". To download the full document please click here:http://www.fieldconnect.com/

Ensure Customer Satisfaction
What is the cost of losing customers or spending unplanned budget to keep existing customers happy? In today’s economy it is imperative that you retain your customer base in order to find new revenue opportunities from within as well as their peer groups. The impact of not ensuring customer satisfaction can be measureable and staggering:

- For every customer who bothers to complain, there are 26 others who remain silent.

- The average “wronged” customer will tell 8 to 16 people.

- 91% of unhappy customers will never purchase services from you again.

- It costs about five times as much to attract a new customer as it costs to keep an old one.

- Each one of your customers has a circle of influence of 250 people or potential customers who hear bad things about you!

Your field service organization is your first line of defense in the customer satisfaction department. They are in place to address problems if and when they occur; so the completeness and promptness of response will be a direct indicator of your level of customer commitment. An effective Field Service Mobilization solution can ensure the highest caliber of response as well as provide new opportunities for cross selling and up selling during each and every service call.

In today’s “information at my fingertips” world, customers also expect a level of self-service and web-based access to their status and service requests to mitigate the need for calling into an already over-taxed dispatcher. The difference between “best in class” and “average” service organizations is sometimes as simple as the level of offerings available for the customer to chose from as it relates to service level response expectations.

GPS - Device Reset (Enfora MT-GU)

All GPS devices require an occasional reset. The process is simple!!... once you know how to do it!! So please watch this short (60) second video, or read the written instructions, to learn how to reset the device.

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Written Directions for resetting the SIM card on the Enfora MT-GU
No tools need for reset:
1. Locate the receiver/transmitter (See Picture Below)
2. Remove the power connector for the back center (See Below Picture)

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3. With the Power removed, move the tab locking the SIM card to the right, as pictured: Slide the lock to the right; then depress the SIM card with your finger to make it pop up.

4. Push the SIM card down until it clicks and release to allow the SIM card to pop up out of the unit.

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5. Wait ten (10) seconds and re-inert card, take care to insert GSM Carrier logo facing the top on the unit.
6. Move lock to the left to hold SIM card firmly in place
7. Plug the power cable back in to the back of the unit.
8. The three lights on the unit will start out:
USR1: Flashing Green
PWR GPS: Solid Red
USR2: Solid Red
9. As soon as the card establishes service with the GSM carrier the first light will go to a solid green.
10. You have successfully reset the SIM card!!

FieldConnect - Custom Training (Spanish version)

FieldAccess Custom training: FieldConnect is leveraging new forms of training in order to address the diverse needs of our customers. Our standard and custom training programs include traditional forms of training and documentation, as well as video and Web training. In this example, you will see how we set up training for one of our customers that required some easy to use video training in Spanish.

FieldAccess - Supported Devices

FieldAccess supports all Web enabled devices. Included here are some of the most popular devices that are used by our customers.



The Popular Blackberry devices.



Vehicle mounted/removable tablets.



Rugged devices with Bar Code scanners or credit card capabilities



Laptop and tablet (2 in 1) convertable devices.

iPAQ

iPhone

Spider MT Family (FieldLocator) GPS

Mini MT (FieldLocator) GPS