The document discusses the benefits of an enterprise mobility solution implemented for Emrill, a facilities management company in the UAE. The solution allows resources to complete their jobs more easily and provides real-time audit trails. It captures photos and customer signatures for proof of work and feedback. This results in more accurate SLA monitoring, real-time KPIs, reduced paper use, and quicker issue resolution and follow-up work. The lessons are to give workers what they need to do their jobs efficiently without overloading them of information, and to use technology in a cost-effective way.

1. Keeping it real. Enterprise mobility should
help the enterprise.
I knowthat itis a blatantlyobviousstatement“Enterprise mobilityshouldhelp the enterprise”,
however,overkill cankill the implementation of mobilitysolutions. Workingwith Emrill,amajorplayer
inthe FacilitiesManagementindustryhere in the UAE,ithas beenveryrefreshingtobe able toprovide
a solutionthat:
 Helpsthe people onthe grounddotheirjobmore easily.
 Enhancesthe customers’experience,andperception.
 Enables more accountabilityandprovidesareal time audittrail.
 Is a lowcost solution thatoffersreal costsavings.
The solutionthatwe implementedisverybasicworkflow:
 It givesresource justenoughinformationtobe able to dotheirjobeffectively.
 The resourcesare able take photosonthe job,as evidence of workscompleted,ortohelp
identifyproblems.
 The resourceshandthe phone overto the customerfor theirsignoff andcomment. Thisallows
for customerstoprovide instantfeedback.
 The resources time sheetsare automaticallypopulatedviaintegration.
So whatare the benefitof this solution?
 It allowsformore realisticSLA monitoring.
 KPI’sare reflectedinreal-time,notlaterinthe weekwhentimesheetsare submitted.
 An electronicjobcard, andelectronictimesheetequatestoa massive reductioninthe amount
of paper,andprinterink,usedbythe business.
 Immediate customerfeedbackmeansanimprovementoncustomersatisfaction,asissuescan
be resolvedquicker.
 Followupworkisscheduledquicker.
The lessonslearntfromthissolutionare:
 Give people whattheyneedtoenable themtodotheirjobmore efficiently.
 Do not weighdownmobileworkingprocesseswithtoomuchinformation.
 Do not use technologyforthe sake of usingit.
Here in thisregion,we needtokeepitsimple,keepiteffective,andkeepitlow cost.