Air Products: Empowering the Field through Better Mobile Device Management


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A leading supplier of gases, chemicals,
equipment, and services, Air
Products serves a wide range of customers
in industry segments including
food and beverage, health and
personal care, and transportation. To
sustain business growth, it needed
an integrated, mobile solution to handle
field data. The Afaria® mobile device
management solution helped the
European healthcare division of Air
Products boost field productivity and
better meet customer and patient

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Air Products: Empowering the Field through Better Mobile Device Management

  1. 1. AIR PRODUCTS EMPOWERING THE FIELD THROUGH BETTER MOBILE DEVICE MANAGEMENTQUICK FACTS Key Challenges Why SAP Was Selected Industry • Keep up with business growth and volume • Proven and dependable history with SAP Chemicals – industrial gases and • Gain more control over and securely man- as a long-time customer performance materials age mobile assets across the enterprise • Product functionality closely matched orga- Revenue • Enable clinical and administrative remote nizational requirements US$10.1 billion (FY 2011) updates using a variety of mobile devices • Stable platform and established market • Increase productivity of field technicians leadership in mobility management Employees • Distribute, update, and synchronize mobile • Solution specifically built for the mobile 18,900 data and applications quickly and securely environment and highly scalable to changing Headquarters business needs Allentown, Pennsylvania Web Site Implementation Best Practices Low Total Cost of Ownership • Clarified expectations and gained support • Reduced system maintenance costs as of stakeholders early in the process a result of replacing legacy system SAP® Solutions and Services • Established strong governance structure • Realized a swift return on investment Afaria® mobile device management for prioritizing development and aligning • Minimized training costs by using a train- solution processes across countries the-trainer approach and a central team • Involved field and back office early on • Established a global template of require-A leading supplier of gases, chemi- • Implemented an initial pilot that became ments, agreed to by all countries the blueprint for future deployments • Reduced outsourcing cost of mobilecals, equipment, and services, Air • Integrated process and tool training terminal upkeep by efficiently distributingProducts serves a wide range of cus- softwaretomers in industry segments includ-ing food and beverage, health and Financial and Strategic Benefits Operational Benefits • More productive field technicians Key Performance Indicator Impactpersonal care, and transportation. To • Better clinical services through more de- Employee productivity Up 5%sustain business growth, it needed pendable data and a comprehensive view of the patient situation (in product traceability)an integrated, mobile solution to han- • Improved logistics distribution and reduced Document processing time Down 50%dle field data. The Afaria® mobile de- paperwork through process automation • Fewer errors, resulting in better data quality Number of lost assets Down 50%vice management solution helped the and less time spent correcting errors Time spent fixing data entry Down 17%European healthcare division of Air • More control over assets and more errors efficient tracking of equipment disposalProducts boost field productivity and • Simplified system management Maintenance cost Down 15%better meet customer and patient • Increased IT efficiencyneeds.SAP Business Transformation StudyChemicals
  2. 2. “Now that technicians have actual information from our central system, we can /contactsap react to customer requirements more precisely, give technicians nearly real-time information, and integrate PDA information with our portal.” José Antonio Garcia Espinoso, Project Leader, Air ProductsMaking Field Technicians More while simplifying its mobile management Saving Time with Improved PDAProductive infrastructure. FunctionalityWhether installing equipment, gathering Creating a Blueprint for Future Nearly all documents are electronic,clinical information, or servicing an instal- Deployments except if paper documents are requiredlation, field technicians at Air Products for legal reasons. Installations are com-work tirelessly to provide the best possi- After defining product specifications, pleted using PDA checklists, which sub-ble service to customers, who include Air Products conducted an initial pilot to stantially reduces paperwork and datadoctors, patients, and insurance agents. ensure that the new solution met stake- inconsistencies. During site visits, techni-To do so, they need dependable data and holder expectations, thus allowing it to cians complete questionnaires on patientthe ability to communicate with central further refine the solution before deploying use of prescriptions and machines. Datateams of professionals. Confined by a it on a larger scale. The pilot became the is synchronized with the central systemnonscalable solution that lacked the func- template for the solution rollout, which and can be used to inform clinicians ontionality to cover field requirements, Air has been implemented in Spain, Portugal, patient use of prescriptions. Air ProductsProducts needed a new solution that France, and Germany to more than 800 can also better control assets and morecould adapt to its evolving mobility needs field technicians. easily trace equipment disposal.and help it better manage front-officeactivities. Air Products established a strong gover- Gaining Competitive Advantage nance structure to define processes and Through Better ServicesThe requirements list was extensive. prioritize tasks and development requests.Sensitive clinical data needed to be As a result, the company can effectively Satisfied with initial deployments, Airsecure, even when a mobile device was align processes across countries and eval- Products is moving forward with sitelost or stolen. Administrative and clinical uate benefit cases upon implementing a implementations. The company continuesdata entered on-site had to be synchro- requirement. to refine and enhance the solution as itnized with central databases without explores remote management of smartusing intermediate servers. The company Involving Power Users Early On phones and integration of SMS commu-also needed to keep a running inventory nication and GPS routing for servicesof mobile devices, fully track assets and Power users were involved from the start and deliveries. With Afaria, the companyequipment disposals, and have access to and were instrumental in identifying IT has a solution that can be adapted todata about clinical equipment. requirements and delivering training. “Train- changing mobility needs, helping to make ing is key to a successful deployment,” it more competitive. “By offering betterThe Afaria® mobile device management says José Antonio Garcia Espinoso, the services and increasing our agility,” sayssolution was the frontrunner, ahead of Air Products project leader. Train-the-trainer Garcia Espinoso, “we have increased ourSyclo and custom-built offerings. Built training is a mix of business process and competitive advantage.”specifically for mobile management, it tool delivered by power users in local lan-had a stable technology platform and a guages. The approach reduces travelproven reputation as a market leader. costs, contributes to a lower cost of own-With Afaria, Air Products could manage ership, and has helped make employeesmobility across the entire enterprise receptive to the new solution.50 106 241 (11/12) Printed in USA.©2011 SAP AG. All rights reserved. All other product and service names mentioned are the trademarks of their respective companies. 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