1. Tablets for the Enterprise:
Bridging to an Evolved Service
Experience and Improved
Bottom Line
A KORE e-book

2. Table of Contents
Forward by Alex Brisbourne, CEO, KORE
1. For Deskless Work, Tablets Take Center Stage
a. Tablets, People and the Internet-of-Things
b. A Winning Form Factor
c. Versatility Keys Productivity
2. The Changing Perception of Connectivity
a. Cellular and the “Natural Barrier” to Endpoint Attacks
i. Network Access Security
ii. Network Domain Security
iii. User Domain Security
iv. Application Security
v. Visibility and Configurability Security
vi. Cryptographic keys
b. Fiscal Considerations and the Power of Pooling
3. Monetizing the Managed Tablet
a. A glimpse into use case possibilities
i. Engagement vs. “just service”
ii. Ensuring “first time fix” in the field”
iii. Digital twins on the horizon
iv. Training and on-boarding
4. Connecting Healthcare with AllScripts
a. The rise of “aging in place”
b. Influencing positive outcomes

3. 5. Conclusion – How future-proof do you
want to be

4. Forward
You can imagine my surprise and, candidly, delight on a recent overseas flight that
had a particularly tight connection at its terminus. As we began the initial descent
into London, a flight attendant approached, iPad in hand, and informed me in
impeccable, proper Queen’s English, “Pardon me, Mr. Brisbourne. We can see
you’ll have but 15 minutes to make your way to Terminal 2 for your connection to
Barcelona. Once we’ve completed our taxi, I’ll be here to escort you and a few
others as quickly as possible, ahead of the crowd. Just please be ready to rise and
join me when the seatbelt sign dims.”
The event was striking, not only in the procedural departure it took from the
standard, overhead announcement of connecting flights’ gates (and yet leaving it
to each passenger’s own devices to navigate the cattle call at exit), but also in the
fact that a tablet computer seemed to be the enabling mechanism. And indeed it
was.
While more and more cabin attendants may seem to spend an inordinate amount
of time looking down at their personal devices, these tablets are in fact airline-
issued, and are the employees’ access point to all kinds of service-enhancing
data—from this passenger who has a birthday today, to that one who has a
complimentary drink coming her way.
About three years ago now, I pegged the iPad as Apple’s first true opportunity to
enter the enterprise market and, here in 2016, tablets may in fact transform into
the true killer app for a “deskless” workforce.
The tablet stands out as a multifaceted job-enhancement tool: it can be a bridge
to higher sales volume; and it can provide timely access to customer information
and improve the service delivery experience overall.
For example, let’s say you hold the service contract for machinery running in far-
flung or inhospitable locations; operating data from that equipment can be made
to stream to devices held by your field techs, so they can be empowered to not
only spot performance issues in a near-instant time stamp, but also to address
any problems before they become catastrophic.

5. Allow me to go one level deeper on this score: Consider the possibilities for
service techs who’ve integrated tablets into their workday, who can now put into
practice the concept of “digital twins.” With a virtual map of the equipment
they’re servicing right in their hands, viewed on the tablet, any repair becomes
not one of trial and error, but one of precise diagnosis, efficient tear down and
proper re-build. The chance for error hits a diminishing return.
The opportunity for tablets to change the game for service workers, and improve
the bottom line of the companies that employ them, covers any industry where
processing power, data security, and remote worker management are
paramount. Industries such as home healthcare, building maintenance, utilities,
insurance, residential services, and commercial equipment servicing of every
stripe all stand out as particularly high-leverage opportunities.
Regardless of the setting, everything starts with a properly managed, properly
connected device that keeps business fiscal requirements top-of-mind in parallel
with reliable connectivity and gated access. In the pages that follow, we will lay
out how KORE customers can get in on the ground floor of the managed tablet
opportunity.
Alex Brisbourne
CEO, KORE

6. 1. For Deskless Work, Tablets Take Center Stage
As early as 2012, KORE and many leading analysts stated with confidence that the
iPad would be Apple’s first true chance to break into the enterprise market, and
saw the prediction start to bear fruit. In an investor call last April, Apple could be
seen staking its claim to be a de facto standard for enterprise IT. “We are seeing
very high interest from companies who want to use iPads to transform how work
gets done,” said CFO Luca Maestri.
To put it more directly, the company went on to announce plans to build out an
entire ecosystem of application developers to mobilize business processes across
multiple vertical markets, from point-of-sale to field service automation.
The takeaway: the tablet’s time as a legitimate business tool has come.
Tablets, People and the Internet-of-Things
When combining this trend with the rise of the Internet-of-Things (IoT) as a driver
of new business models and opportunities, tablets provide a tangible link
between IoT “vision” and “execution.” IoT growth is fast transforming the world
into a marketplace of data collection, and managing that data. Tablets stand out
as a desirable COTS device, easily deployable as smart endpoints for all of that
data collection.
Moreover, on the human experience side, field service has long been considered
a job where people find a high degree of meaning in their work. Increased
integration of tablets into the mobile workplace can bring even more satisfaction
to those already employed in the sector, and push net new job seekers to the
calling. According to a recent survey by Field Technologies Magazine, 38 percent
of employees claim the use of mobile devices at work has contributed to
increased work efficiency and job satisfaction (and the percentage is expected to
rise each coming year). When considered in that context, it is easy to see tablet
computers as a missing link between human workers and the ability to derive
tangible, near-term returns from the IoT.
There one additional factor to consider: a steady stream of millennials entering
the workforce, the first generation to be born and bred on technology. The idea

7. of providing devices that allow an employee to be productive in and out of the
traditional work environment will be critical as these younger workers propagate
the ranks. One of the fringe benefits of tablet adoption is perception; it sends the
signal that any given business is dedicated to growing and changing with
technology, which will be ever more crucial to attracting and retaining talent.
A Winning Form Factor
At the highest level, a tablet-centric solution for the mobile workplace has several
built-in advantages:
 The device easily acts as a single-point experience for the user. Tablets do
not require clunky middleware or work-intensive integrations for software
services such as security, application, and connectivity management. Just
load the app, and go.
 It allows for a true, two-way pipeline of information between connected
products and employees.
 Unique to the device, tablets can be restricted to a very narrow application
area of intended use. Individuals cannot access the OS, so it allows for
careful and intentional provisioning of permissions and specific apps on the
device.
 Processing speed, power and data capacity allows for complex workflows,
while also accommodating layers of third-party security and Mobile Device
Management apps.
Going beyond these “management-friendly” features, there are many nuanced
functional properties built into today’s tablet technology that make them so
desirable for mobile work.
Versatility means productivity
Tablets pack a ton of computing oomph and task-oriented usability into a small
and convenient package. The devices are lightweight, and candidly so are laptops,
but there are times in a deskless worker’s day where a laptop is just not practical.
For example, it is difficult to remain in a standing position and reasonably expect
to accomplish work on a laptop. Or, for home healthcare professionals, it can be
distracting to take notes about a patient or enter data from the visit on a laptop,

8. yet still give proper attention to the patient. The tablet form-factor goes well
beyond just being lightweight; these devices are right-sized to be toted anywhere,
and the touch-optimized interface renders them usable in virtually any position.
They don’t require a tabletop work station.
Further to productivity, tablet screen technology has evolved to be graphically
adroit. The UI is large enough to allow for ambitious tasks without squinting or
scrolling, and the graphics processor can strikingly render just about any
workflow-specific form or chart a business user would ever need to throw at it. In
addition, many of today’s devices come loaded with a “Split View’” mode, which
lets the user open two apps on-screen at once, and work on them independently.
This feature is “usability,” defined.
Continuing on the topic of screen features, it would be negligent to leave out a
discussion of brightness – or, rather, achieving a level of brightness that will cut
through the bleaching out effect of sunlight. For employees who work in the field,
that simple inconvenience takes away from productivity, and the issue cannot be
overstated. Today’s tablets have largely solved it; most are able to eclipse the
effects of the sun and offer a wide enough color spectrum that images are more
saturated and easy to read. Moreover, many tablets now come with light sensors
in the tablet's bezel that measure ambient lighting and automatically adjust the
display to maintain consistent readability in a variety of work environments.
On-board “extras” that are built into tablet devices only add to the business case,
and the camera is chief among them. Think of an insurance adjuster scoping out
damage on a claimant’s automobile, or an installer who needs to document the
work he or she completed on a given job. “A picture is worth 1,000 words,” as
they say, and tablets require no extra gear to accommodate the effect.
Finally, when we account for the extreme power efficiencies – a typical worker
could expect to get through an entire day on a tablet’s single charge – along with
instant-on efficacy and ability to ruggedize the device by way of an Otterbox or
Zagg case, tablets simply redefine work-issued computing equipment. They
enable a streamlined new normal.

9. 2. For business-use tablets, flexible connectivity makes the
case
A core strength of tablet devices – and one that invigorates their value in business
– is that, by design, they are able to connect by virtually every means available. As
compared to laptops, they are not dependent on Wi-Fi; on the contrary, they are
built to be network-flexible.
For the mobile workforce, this is a vital differentiator. To be at their best,
employees must be able to establish a direct connection to their home database
or cloud network on the fly, at any time, regardless of location. And, in the
context of employees becoming a conduit for IoT services, their devices need
likewise to have “always on” reception for data that may be flowing from assets in
the field. The only way to serve this dual purpose, unconditionally across any
geography, is with a device that can connect by a variety cellular technologies
including GSM, HSPA, CDMA, EV-DO and LTE.
Cellular offers a “natural barrier” to endpoint attacks
The idea of “cellular first” brings additional benefits that go well beyond
establishing a consistent, two-way avenue for data flow. As compared to fixed
network resources such as WiFi, which are built primarily on a single set of
protocols, cellular networks are varied — not only in the underlying technology
but also in the radio frequency used. Cellular brings with it a certain obscurity that
works to its advantage; the connection itself has the capacity to impede access,
like border fences in a prison, until reinforcement can be called.
Affording this subtle margin of error is a feature of cellular connectivity, and it can
mean all the difference to a business-critical operation.
Cellular networks, both 3G and LTE, have numerous security features built into
the architecture, including:
 Network Access Security, which provides identity confidentiality, user
authentication, confidentiality, integrity and mobile equipment
authentication.

10.  Network Domain Security, which allows the provider domain to securely
exchange signaling data, and prevent attacks on the wired network.
 User Domain Security, which lets a device securely connect to mobile
stations.
 Application Security, which lets applications in the user domain and the
provider domain securely exchange messages.
 Visibility and Configurability Security, where users can freely find out
which security features are available.
 Cryptographic keys in LTE use 128- and 256-bit encryption keys to provide
a higher level of security.
On top of these, many of the 16 different carriers on the KORE network add their
own security credentialing via APIs, to provide yet another layer of
authentication.
The cybersecurity conversation is extremely important, but network choice can
also add a measure of personal security for those carrying the device; a tablet
connected via cellular will always be tracked geographically, by rule. In cases
where employees may find themselves in remote locations, or unsafe
neighborhoods, or work situations where accidents do happen, the home office
can establish alert thresholds for “lack-of-movement” or “out of scope” locations.
That way, they can check in on an employee’s well-being in a timely fashion.
Conversely, workers equipped with devices that do not connect via cellular have
no way to send an alert if they are not within range of a Wi-Fi network.
For the same reasons, cellular connected devices are much easier to recover in
the event of theft.
All told, a device that naturally gravitates toward cellular as its primary mode of
communication, even in times when fixed wireless technologies are available,
bodes well for the health of the business on multiple levels.
What about the bean counters, you ask?
As a business manager, shifting one’s mindset to rely solely on cellular data
immediately brings fiscal concerns into the equation. How could it not? Since
most people are also consumers of cellular data in their personal lives, they find

11. themselves conditioned by monthly mobile bills, and warnings they are
“approaching this month’s data limits.” Being mindful of cellular data usage is a
fact of life.
In a business tablet environment, data strikes an alternate tone. Here, the
operations department can make use of pooled data plans as a way to mitigate
and protect against any unexpected overage. The idea is simple. Once you
determine the amount of data needed by a given device in your use case, you
simple multiply that by the number of devices deployed, and each device pulls
from that larger pool of data. No single device is ever in danger of incurring
overages, even if it uses more than its forecast volume in a given month;
everything pulls from the larger pool of data.
By way of example, perhaps you have 100 tablets in service, and expect each of
them to use 1 MB in a given billing cycle. Those devices all draw from a pool of
data totaling 100 MB. Some of those devices might use 1.5 MB of data, but some
may only use 0.5 MB, and usage is likely to even out before overage comes into
play. Alternatively, if you arrive at the 20th
day of a billing cycle and the combined
data use of all devices is trending to exceed the volume allotted by the pooled
plan, you would be able to expand the pool to accommodate the extra use. For
the next month, you could stay at that expanded level or retract back down to the
original, depending on the circumstances. Either way, pooled data plans allow
extra data to be added, on a prorated basis, at any time. The business never gets
hit with overage fees.
In a tablet-based work environment, these kinds of protections are essential.

12. 3. A Glimpse of What’s Possible – Monetizing the Managed
Tablet
As implied earlier, field-based service stands out as one of the richest emerging
areas for business to monetize the Internet-of-Things. This is tied to the fact that
much of the IoT discourse revolves around finding ways for it to benefit people. In
the case of the field worker, there is an incredible amount of data that can be put
to use to improve the work day—which eventually improves a customer’s day and
bolsters the company’s bottom line. It’s possible to chart not only where
employees are and what they are doing at all times, but also to arm them with
the perfect information to be more effective and more efficient at the point of
service. When visiting a customer, this drives customer “engagement” instead of
just service – we engage with those we know. On the infrastructure side, enabling
intelligent use of information drives more accurate asset profiles, faster
completion of work, and a better experience for workers and customers alike.
In the hands of individual workers, tablets can serve as a crucial bridge to
tangible, near-term returns from the IoT. Interestingly, it seems that the more
mundane the use case, the better the payoff. Consider the case of airport
restrooms, where some airports have moved away from a “fixed interval”
cleaning schedule to one where the janitorial crew gets alerted to bathroom
traffic from sensors in the stalls, and ties its cleanings directly to those ebbs and
flows. The results are more consistently presentable bathrooms and a fine-tuning
of the transportation authority’s labor resources.
Here are a few additional situational sketches where devices are already
monetizing connectivity through new, and heretofore unseen, services and
business models.
In the air travel arena, beyond the flight attendant example referenced in the
Forward (where several airlines now issue tablets to their flight crews to help
them enhance the service experience), we’re also starting to see tablets pop up in
more and more airports. The devices, iPads in this case, have been installed every
few feet on the countertop of OTG’s airport cafes, and act as self-serve menus
and POS payment terminals for travelers to order refreshments. What’s intriguing
here is that the tablets don’t replace human workers, who still bring the order to

13. the customer. Rather, the technology enables hosts and hostesses to take care of
more customers, more accurately and faster.
The more intriguing payoff? Data received through the iPads is transforming the
restaurateur’s operations and direct-to-consumer marketing programs. OTG can
now predict how many orders it will get for a certain meal selection at a particular
cafe at any hour of the day, which improves inventory efficiency and shaves costs.
Meanwhile, the iPad can make suggestions to the customer that might up the tab,
producing much higher sales volume per employee.
Getting back to core field service management, the general goal of every service
event is a first-time, on-time fix. That means getting the right service technician to
the right place at the right time – with the right parts, tools, and information in
hand to get the task done.
In the world of elevator maintenance, the stakes on this score could not be
higher.
Elevators simply must be in good repair at all times and, if they go out of
operation, the fix must be swift and complete. The Internet-of-Things, viewed in
this context, brings forward the potential to create a visual analog of equipment’s
“guts” right on the technician’s tablet, insofar as an elevator’s internal equipment
is dialed up with connected sensors. Before arriving on location, he or she would
be able to pinpoint exactly what needed to be repaired, and gain assistance
during the repair from the tablet’s screen.
This example highlights the growing role tablets could take in rolling out the
“digital twin” concept for support and maintenance of capital equipment. As
machines get more connected, service workers will be able to reference virtual
maps of the equipment they’re servicing, complete with monitoring, operational,
and service information, as well as the actual engineering model of part or
assembly. The tablet brings augmented reality forward as a way to make
equipment support and service easier and more efficient.
One can easily sense the job training implications for the digital twin concept;
technicians would receive a real-time education in the step-by-step, immersive
reality the tablet affords, and at the same time virtually eliminate the chance for

14. error. In high-growth industries, where on-boarding employees can be a sizable
investment, this benefit cannot be overstated.

15. 4. From “Doctor’s Bag” to Tablet – Connecting Healthcare with
AllScripts
Based on countless conversations with business leaders in a variety of industries,
one of the highest-demand sectors for connected device solutions is that of
healthcare. To be more specific, many factors are opening new business
opportunities in the home healthcare market: Economic pressures force
healthcare organizations to find new models of care that will eliminate avoidable
hospital re-admissions; Baby Boomers are choosing to “age in place” and stave off
assisted living for as long as possible; and the drive to Accountable Care increases
personal practitioner accountability, while incentivizing health organizations to
improve patient outcomes. Home healthcare plays a significant role in all of these
trends.
As a leading provider of healthcare information technology for hospitals,
physician practices, and extended care organizations, AllScripts recognizes the
value of empowering home healthcare workers with the right technology and
software tools to deliver smarter care. It also knows that to effectively operate,
providers must be must able access and keep private a host of sensitive patient
data, including medical images and medical records. And they must be able to do
so in a remote working environment.
To effectively bring its Mobile Health Plus practitioner solution to market,
AllScripts needed to start with a device that would provide an intuitive and
immersive user experience, and keep clients always connected while completing
their rounds among patients outside the practice or hospital. For reasons stated
earlier in this document – versatility, usability, built-in data security for HIPAA
compliance, and a form factor that does not distract – cellular-connected tablets
stood out as the correct choice. The device accommodates easy-to-use mobile
apps that stimulate adoption and clinician satisfaction, while at the same time
supporting face-to-face interaction between the patient and the caregiver.
With a managed tablet solution in place, AllScripts is changing how clinicians
practice medicine, enabling healthcare professionals to move more freely among
dispersed patients, and ultimately producing better outcomes. That’s a boon to
everyone.

16. 5. Conclusion – How future-proof do you want to be?
More and more, new business innovations based on the IoT will be won or lost by
an ability to collect, deliver and manage data, from anywhere, and we believe a
device solution approach will create the most opportunities to do just that. Under
these assumptions, the simultaneous need for processing power, data security,
connectivity and work productivity brings tablets quickly to the top of the device
offerings food chain. The versatility of these devices to improve the customer and
employee experience in any number of industries is virtually endless, limited only
by the businessperson’s imagination.
They are built to last and carry the proper firepower to future-proof your
business.