Mobile Business Intelligence Apps Linked to GPS

In an article I wrote last week called Integrated Solutions and Mobile Software Applications for Route Sales, I discussed the value of integrating CRMs (customer relationship management) applications with mobile business intelligence applications, mobile software and Smart Phones for mobile salesforces. This week I learned that much of this technology already exists, at least for iPhones, in a company called QlikView.

They have a true business intelligence client solution designed from the ground up for iPhones. It connects with the QlikView server in the office, which performs the business intelligence, and provides the information wirelessly to the iPhone.

Based on the GPS coordinates of the iPhone, the QlikView application can be configured to automatically provide customer sales information to the iPhone.

There is a free demo version available for download here.

Very nice concept!!!

Small Mobile Service Businesses Using Rugged Handheld Computers and Smart Phones

Over the past few years I have spoken to many small service companies about mobilizing their business processes including field services, work orders, asset tracking, inspections, etc. These service companies were most often looking for a way to reduce administration, accounting and dispatch costs and to make their operations simpler.

Wirelessly dispatching service tickets to service technicians with Smart phones or rugged handheld computers is one obvious and relatively simple way to make things more efficient. You remove the need for a person to call the service technician and read the service ticket information while the service technician takes notes.

If you have 20 service technicians in the field, the average service company would have a full time dispatcher just calling service technicians all day. Each service technician could easily spend 30 minutes a day just on the phone with the dispatcher. That is easily 600 wasted minutes per day. That equates to a lot of unnecessary expenses and lost opportunity costs (lost opportunity to complete more work orders). This should be an electronic work order that is wirelessly dispatched and just vibrates your Smart phone.

Many small companies are run by an owner/operator. The mobile owner/manager is able to take customer calls while on the road and enter work orders and job assignments on his handheld computer, dispatch the job to his team and keep working in the field. All the work is electronically documented on handhelds and synchronized back to his office accounting and work order software without human intervention. Read this article for related information.

These above capabilities are very compelling to a small business. You have full business visibility on the Smart phone or rugged handheld. You don't have the high admin cost for the office. You can run very small operations very efficiently and with built in quality assurance.

If you are here in Australia and would like to discuss your needs for mobile applications please contact us.

Integrated Solutions and Mobile Software Applications for Route Sales

I read several articles recently about strategies for improving the efficiency of mobile sales and route sales people. These strategies involved integrating several different kinds of central office software applications and then synchronizing the data to a mobile handheld or Smart Phone. The purpose of these strategies is to help the sales teams sell more product faster. Here are the links to the articles:

• The Future of Mobile and Route Sales Applications for Smart Phones, Part 1
• The Future of Mobile and Route Sales Applications for Smart Phones, Part 2

These strategies are very interesting as they help businesses realize how much more efficient they could be. So many of the activities that sales people do are not selling product, but conducting all the background research and preparation for the sales calls. All time not selling in front of customers must be considered an investment. Is the investment a good one? Not if it is simply busy work that does not help close deals.

Mobile sales people and route sales people should be out with the customers. Anything the company can do to make that time more efficient and increase sales is a good idea.

Mobile software applications don't have to be expensive. They can be done in phases so the business can start receiving value immediately. Each phase of a mobile software project can build on the last until you have a powerful solution that helps sales team maximize their sales.

If you would like to discuss mobilizing your business processes please contact us.

Geotagging, Equipment and Asset Management with Mobile Handhelds

Are you familiar with the term Geotagging as it relates to Asset Management? If not here is today's definition from wikipedia. This is an important concept for professionals involved in Asset Management or in the equipment services and maintenance business. Let me explain.

Many field services companies involved in the repair and maintenance of equipment offer their customers annual service contracts. In these contracts, the service company will agree to a limited set of inspections, services and maintenance tasks on certain equipment for a given time period. The field services companies limit their exposure to loss by limiting the services included in the annual services agreement. It is very important that the services company run a very efficient operation in order to generate a profit on these contracts. This related article discusses some of the mobile software applications and IT systems strategies that can be implemented.

Geotagging, in the context of Asset Management and equipment maintenance, means you can identify the exact location of the equipment you have under contract. How? Someone geotagged all of the equipment and entered it into a database. This can easily be done with a GPS enabled handheld computer with a mobile data collection software application. A person walks around and geotags all of the equipment and wirelessly synchronizes this data with their asset tracking and maintenance system. Now the exact location of the equipment can be shared across applications.

Here is one use case - you may have agreed to an annual contract to service all of the air conditioning units in a specific business complex. Within this complex are a variety of air conditioning brands and models. The service company may also have different service technicians certified to repair and service the different brands. As a result, it is very important for the service technician to service as many of his certified units as possible when he is at that location to save on travel time and fuel costs.

Geotagging helps the service technician know the location of all units that need serviced. It could be the latitude and longitude, street address, campus, building number, floor, room and location in the room.

The service company, for efficiency sake, would want to schedule a service technician to inspect and maintain all of the units at the same location at the same time. At least the ones he is certified to service. Therefore, the service company could schedule a day and time, and prepare a map of the equipment locations, so the service technician could complete his tasks as fast as possible.

Geotagging is not just for static objects. Asset tracking, which often means placing GPS tracking units that wirelessly report their locations on various movable equipment is also very relevant. We will discuss this component in a separate article later this week.

A good scenario would be for the service technician to wirelessly receive a dispatched work order on his rugged handheld computer. The work order would list all of the required services and tasks for each piece of equipment and their asset tags and geotags. The tasks on the work order would be in the exact order that the equipment could be found. The result is a fast and efficient service call that is very efficient and requires only one visit to service all the units.

The completed work order is wirelessly synchronized back to the service company's ERP or CMMS (computer managed maintenance system).

Vehicles and fleets of vehicles are also very important assets that need to be tracked and managed. Since these are moving assets solutions specifically for real-time fleet tracking are available as described here.

If you would like to discuss this topic in more detail please contact me.

40 Reasons to Convert from Paper Processes to Mobile Applications on Smart Phones and Handheld Computers

This article describes the value that mobile software applications on handheld computers, Smart Phones and PDAs can provide businesses:

1. Eliminate time spent in the re-typing data collected in the field.
2. Reduce time spent on the phone dispatching service tickets, rather dispatch direct from your office computer to the mobile handheld computer in the field.
3. Send driving directions in the mobile work order to save driving time and fuel costs.
4. Save driving time by wirelessly synchronizing work orders with the office.
5. Reduce fuel costs by minimizing the need to drive back and forth to the office to deliver paper work.
6. Provide better customer service by accessing their account information via wireless connectivity on your handheld computer.
7. Improve the efficiency of field data collection by using barcode scanners or RFID readers for rapid asset tracking.
8. Improve the quality of work by providing real-time management visibility to work being done in the field.
9. Create and schedule service tickets direct from the field. Reduces the need for an administrative intermediary.
10. Immediate invoicing for faster collections and better cash management by synchronizing with the office accounting system or by using a mobile printer and credit card swipe machine on the handheld computer.
11. Proof of work – GPS audit trail of work with date and time stamp documents location and time of work. Reduces invoicing disputes.
12. Reduce introductions of human errors with automated business processes and systems integration. Move electronic data from the field to your database applications without human intervention.
13. Ensure complete data is sent from the field – incomplete data wastes time tracking down later.
14. Avoid handwriting and translation errors by pre-populating electronic form information.
15. Validate answers on mobile handheld PDA forms – to ensure data accuracy.
16. Take digital images to document work and avoid invoicing disputes.
17. Push data to the handheld and avoid time communicating information on the phone and writing on note pads.
18. GPS tracking for reduced travel time and lower fuel consumption.
19. Compute and analyze data on the handheld in the field – programmed analytics can help field users make quicker and better decisions.
20. Automated business processes - your mobile application can be configured to perform all kinds of automated business functions, queries, computations, analytics and many more time consuming features automatically based on data input or buttons pushed.
21. Enforce business processes for efficiency and best practices - mobile software solutions can be configured to ensure the field user follows the appropriate business processes.
22. Avoid lost data —capture data immediately and sync to headquarters.
23. Avoid undocumented inventory usage and unbilled time due to forgetfulness. Enforce real time data entry at point of work.
24. Require clock in and clock out at jobsites to document the accuracy of work/time estimates.
25. Train new service technicians and inspectors with audio memos or video clips.
26. Capture digital signature for proof-of-delivery and proof of work on handheld computers.
27. Query for available mobile inventory in nearby work vans to save travel time, inventory and fuel cost.
28. Use product and services information on handheld computers to up-sell.
29. Query latest shipping status and/or inventory levels via handheld computer while onsite with customer.
30. Automatically capture date and time stamps on your mobile handheld computer to document work and inspections times to limit liability and invoice disputes.
31. Use mobile technologies as a competitive advantage and show instant visibility to work, shipping status, schedules, inventory and account status.
32. Demonstrate to potential customers the competitive advantages of including GPS, time and date stamps, digital images, audio memos and more to document work and synchronize with the office using your handheld computer.
33. Download product warranty information to the handheld computer for review and presentation at the point of work.
34. Using rugged handhelds are often easier to carry around at job sites and are more durable than using laptops—lower ownership costs.
35. Mobile handheld computers with barcode scanners capture data quicker than typing on a laptop.
36. Combine your phone, GPS device, laptop, digital camera, paper forms and barcode scanner all on one mobile handheld device to save money, weight and support costs.
37. Combine job estimates, inspections, work orders, mobile inventory, time sheets all on one mobile application and one synchronization platform to mobilize and automate the entire business.
38. Scale your business by lowering administrative costs and the administrative work required to run the business.
39. Improve profits by analyzing real-time data collection on handhelds to understand the amount of time each task takes—so better scheduling and estimates can be implemented.
40. Push data to the handheld and avoid time communicating information on the phone.

How do you select the right handheld computer or Smart Phone?  This article lists 54 questions that will help you identify the right kind.

If you would like to discuss any of these topics in more detail, or to discuss your mobile project or application requirements please contact us.

Mobile Applications, Location Based Systems for Inventory Management

In this article, Kevin Benedict writes about a concept of having CPG companies or distributors of perishable products notify customers when their products are in inventory at a particular location.  The example given was The Sunday Edition of The New York Times.  Kevin wishes he received a text message or email when The New York Times was delivered to his local coffee shop.  That way he could quickly drive down and grab a copy before they were all sold out.

The LBS (location based services) system would need to be notified by the distributor when the product was delivered and available to be sold in a particular location.  The system would require the distributor to scan a bar code label on the product with a handheld computer that includes a barcode scanner.  The product, date and time stamp and location would be synchronzied with a real-time notification system that could send our text messages and emails to the subscribers.

This article, and the article linked to it, are identifying an entirely new category of mobile and real time inventory systems that could be of enormous value to wholesales distributors and CPG companies.

If you would like to learn more about these kind of mobile applications please contact us.

Mobile Application Workflows and SAP ERPs in Australia

As mobile applications become more complex and sophisticated and used by large enterprises there will be an increasing emphasis and requirement for automated mobile workflows and supported ERP business processes. I wrote about mobile application support for ERPs in this article, but today I want to focus on the automated workflow on the mobile handheld computer, Tablet PC or laptop that is used in the field. We have designed, developed and deployed a number of very powerful SAP related mobile applications here in Australia.  ERP business processes and automated workflows have been supported within the four walls of the enterprise for decades, but they often don't extend outside the four walls to the remote jobsite and/or mobile sales and service processes. That is a big problem that needs to be addressed by mobile application vendors.


Let's begin by recognizing that it is often the service technician that is face-to-face with your customers. They are the face and personality of the service company. The actions they take, the words they say, the professionalism they display and the quality of work they perform all impact the customer's perception of your company and their willingness to continue to do business with and refer your business to others. Since the activities that happen in these remote and mobile jobsite environments can have such a big impact on your business, wouldn't it be important that you ensure the best quality work and presentation of your company? This is where automated workflows on your mobile devices comes into effect.

Let me now outline a process that you may want to consider when designing a mobile application for use in the field.

1. Outline the tasks and actions you want each service technician to perform at the customers location. Examples - Greet customer by name, give business card, thank them for their business, ask about animals or children that my be in the work area, interview the customer about the problem, understand the customer's schedule, understand how the customer will pay, is there a warranty or service plan, provide estimate, complete work, get customer's signature, etc.
2. Once all of the "best practices" tasks are identified for a generic service call, complete the same process for the other kinds of service calls you may have. For example: a warranty process has 11 tasks, an annual maintenance call has 16 tasks, an emergency system repair for HVAC equipment has 19 tasks.

Once you have identified and documented these tasks, your mobile application developers can design and develop these workflows to become part of your mobile application. Once in production, these mobile applications can direct and guide each service technician through the specific best practices that the company wants completed in a standardized manner in the field. As a result, quality and professionalism can be standardized into the company's customer interactions.

What does this process look like on a mobile handheld computer?

1. The workflow processes should be a layer in the mobile application that is tied to a specific set of screens that go with the workflow. If the mobile application has multiple workflows, then the first step is for the service technician, or the service ticket itself, to identify which automated workflow is most appropriate for the needed service. This then launches the appropriate process/workflow on the mobile device.
2. If the automated workflow consists of 17 steps/tasks, then this workflow will dictate that mobile form fields including check boxes, radio buttons and data fields are completed in the right order and with valid data entries.
3. If the service technician skips a step an alert sound or pop-up message should guide the service technician to finish the process and continue it in the appropriate manner.
4. Automated scorecards can also be created to monitor the performance of service technicians to the standards and detail any exceptions to the process so they can be analyzed for process improvements over time.
5. Brief customer surveys can also be provided for the mobile handheld computer to tie the customer's opinion of the service provided with the exact service order and service technician. It is great to reward the service technician for work well done.

The mobile workflow process is specific to the role of the user and service performed. A recent report I read said up to 40% of workers are mobile. That represents a lot of remote jobsites and customer interactions. If companies want to ensure a high level of professionalism and quality customer interactions, then means of standardizing those processes need to be employed. As more and more of these mobile workers are equipped with Smart Phones and mobile handheld computers, these processes become easier to deploy.

If you would like to discuss this topic in more detail, please contact me.