Learn how to define and implement a successful mobile program for better service, improved equipment maintenance, and efficient operations.
Watch the webinar on-demand: http://be.buildingengines.com/Mobility-OnDemand-Webinar-Reg.html
The document discusses a session titled "Cloud Meets Contact Center: From Zero to Hero in 14 Days!". The session will cover the benefits of cloud contact centers, strategies for deploying one in 14 days or less, expected ROI, and uniting agents across locations into a virtual call center. The presenter has nearly 30 years of experience in project management and contact center operations. Attendees will learn about EPA's case study deploying a cloud contact center for its Safe Drinking Water Hotline.
Utilities are looking to adopt mobile solutions to increase efficiency and productivity, improve decision making, and reduce costs. Capgemini developed a mobile solution for Hydro One Networks to automate the mass replacement of over 1.2 million electrical meters across Ontario. The mobile solution streamlined the meter replacement process, allowing installations to be completed same-day instead of taking 2-3 weeks. The solution provided significant cost savings by digitizing the end-to-end process and enabling real-time monitoring and issue resolution. Mobile technologies provide benefits like faster completion of repetitive tasks, two-way information exchange, and integration with existing enterprise systems. Utilities must select solutions that are easy to use, flexible, durable, and support future needs and technology
Smart Grid Operational Services: Selecting the Right Mobile SolutionCapgemini
Whether you manage field service operations within the utilities industry or some other large business operation, a mobile computing solution can strengthen your field service capabilities, lower your operating costs and improve customer service.
With mobile devices in hand, field technicians, engineers and supervisors alike discover that information flow increases and costly data entry errors become issues from the past.
The mobile computing market abounds with “cool” devices, but embracing innovative technology alone can easily distract an organization from finding an intelligent mobile solution that will ultimately meet the needs of its users.
In other words, preparing for the technology is every bit as critical as selecting it.
This paper describes the 3 stages recommended for deciding on, and ranking the importance of, available solution options, and how proper planning can improve the total cost of ownership (TCO) of the solution. It also reviews common obstacles that impede deployment and thwart a positive return on investment.
The document discusses 10 emerging technology trends that organizations cannot afford to ignore, including virtualization, big data and data management challenges, energy efficiency and green IT initiatives, and the rise of consumerization and social software both within and outside of enterprises. It provides an overview of each trend, how it will impact organizations, and what actions they should take over the next few years to prepare for and address these evolving technologies.
PCTY 2012, How Mobile changes the World v. Christian CagnolIBM Danmark
Mobile technology is changing the world. IBM's mobile strategy focuses on extending existing business capabilities to mobile devices and transforming businesses by creating new opportunities through mobility. The document outlines IBM's approach to helping clients optimize their mobile initiatives through extending and transforming existing processes and systems, building new mobile applications, and managing and securing mobile devices and applications.
This document discusses managing a mobile workforce. It begins with statistics showing the growth of mobile workers and their importance. It then covers the lifecycle of a mobile employee including onboarding, career path, and success factors. Challenges of a mobile workforce like communication and technology are addressed. The benefits of mobile applications for tasks like expense reporting and a sample employee day are reviewed. Key takeaways are that mobile access improves productivity, visibility, and flexibility while reducing costs.
EVAM is a real-time event processing and decision engine capable of capturing customer/account/subscriber/system event patterns and responding to that events. EVAM produces real-time actions (targeting offers, generating alerts, etc.) based on the current event and historical data.
www.intellica.net/evam
InContact is a leading cloud-based contact center provider that serves over 800 customers. It has over 60,000 agents handling over 10 billion calls annually through its cloud platform. InContact provides omnichannel contact center solutions including ACD, IVR, reporting and more through a simple pay-as-you-go model without upfront costs. It has partnerships with large companies like Siemens and Verizon to expand its reach and provides a lower total cost of ownership compared to on-premise solutions.
The document discusses a session titled "Cloud Meets Contact Center: From Zero to Hero in 14 Days!". The session will cover the benefits of cloud contact centers, strategies for deploying one in 14 days or less, expected ROI, and uniting agents across locations into a virtual call center. The presenter has nearly 30 years of experience in project management and contact center operations. Attendees will learn about EPA's case study deploying a cloud contact center for its Safe Drinking Water Hotline.
Utilities are looking to adopt mobile solutions to increase efficiency and productivity, improve decision making, and reduce costs. Capgemini developed a mobile solution for Hydro One Networks to automate the mass replacement of over 1.2 million electrical meters across Ontario. The mobile solution streamlined the meter replacement process, allowing installations to be completed same-day instead of taking 2-3 weeks. The solution provided significant cost savings by digitizing the end-to-end process and enabling real-time monitoring and issue resolution. Mobile technologies provide benefits like faster completion of repetitive tasks, two-way information exchange, and integration with existing enterprise systems. Utilities must select solutions that are easy to use, flexible, durable, and support future needs and technology
Smart Grid Operational Services: Selecting the Right Mobile SolutionCapgemini
Whether you manage field service operations within the utilities industry or some other large business operation, a mobile computing solution can strengthen your field service capabilities, lower your operating costs and improve customer service.
With mobile devices in hand, field technicians, engineers and supervisors alike discover that information flow increases and costly data entry errors become issues from the past.
The mobile computing market abounds with “cool” devices, but embracing innovative technology alone can easily distract an organization from finding an intelligent mobile solution that will ultimately meet the needs of its users.
In other words, preparing for the technology is every bit as critical as selecting it.
This paper describes the 3 stages recommended for deciding on, and ranking the importance of, available solution options, and how proper planning can improve the total cost of ownership (TCO) of the solution. It also reviews common obstacles that impede deployment and thwart a positive return on investment.
The document discusses 10 emerging technology trends that organizations cannot afford to ignore, including virtualization, big data and data management challenges, energy efficiency and green IT initiatives, and the rise of consumerization and social software both within and outside of enterprises. It provides an overview of each trend, how it will impact organizations, and what actions they should take over the next few years to prepare for and address these evolving technologies.
PCTY 2012, How Mobile changes the World v. Christian CagnolIBM Danmark
Mobile technology is changing the world. IBM's mobile strategy focuses on extending existing business capabilities to mobile devices and transforming businesses by creating new opportunities through mobility. The document outlines IBM's approach to helping clients optimize their mobile initiatives through extending and transforming existing processes and systems, building new mobile applications, and managing and securing mobile devices and applications.
This document discusses managing a mobile workforce. It begins with statistics showing the growth of mobile workers and their importance. It then covers the lifecycle of a mobile employee including onboarding, career path, and success factors. Challenges of a mobile workforce like communication and technology are addressed. The benefits of mobile applications for tasks like expense reporting and a sample employee day are reviewed. Key takeaways are that mobile access improves productivity, visibility, and flexibility while reducing costs.
EVAM is a real-time event processing and decision engine capable of capturing customer/account/subscriber/system event patterns and responding to that events. EVAM produces real-time actions (targeting offers, generating alerts, etc.) based on the current event and historical data.
www.intellica.net/evam
InContact is a leading cloud-based contact center provider that serves over 800 customers. It has over 60,000 agents handling over 10 billion calls annually through its cloud platform. InContact provides omnichannel contact center solutions including ACD, IVR, reporting and more through a simple pay-as-you-go model without upfront costs. It has partnerships with large companies like Siemens and Verizon to expand its reach and provides a lower total cost of ownership compared to on-premise solutions.
The document outlines 10 things to expect from IT, including monitoring systems, management tools, service level agreements, reporting on system health, user issues, and future budgets. It recommends evaluating IT using the Gartner maturity model and notes that a combination of people, processes, and tools are needed to transition IT from reactive to proactive. Auditing, documentation, training, asset tracking, and change management are also important aspects of a well-run IT department.
Codestrong 2012 breakout session creating a mobile strategyAxway Appcelerator
The document discusses creating an enterprise mobile strategy. It recommends establishing a Mobile Center of Excellence (MCoE) to organize efforts across departments and prioritize mobile applications. It presents a mobile maturity model from exploration to transformation and sample frameworks for evaluating application requests and BYOD policies. The conclusions emphasize starting with the right organization and learning from successful implementations.
IBM Smarter Business 2012 - 11 trender för Enterprise Mobile just nuIBM Sverige
Den mobila marknaden har så här långt mest handlat om konsumentappar, men nu ser vi flera trender mot Enterprise Mobile där organisationer önskar erbjuda sina anställda att använda applikationer när de behöver det, med deras egna mobila enheter. Och de vill helst använda de mobila enheter som passer dem själva (BYOD). Dessutom vill organisationer erbjuda sina kunder mobila tjänster och allt det här skapar utmaningar. IBM vill, som ledare inom den här marknaden, hjälpa kunder att ta rätt beslut och göra verklighet av sina visioner. Lyssna på Johannes Eltz från IBM:s huvudkontor prata om IBM:s syn på Enterprise Mobile, de 11 tydligaste trenderna.
Talare: Johannes Eltz, Business Development Executive Mobile, IBM
Besök http://smarterbusiness.se för mer information.
The document discusses how organizations can leverage cloud-based HR technology to drive employee engagement and retention through increased accessibility, efficiency, and effectiveness. It provides an overview of cloud computing and its benefits for human capital management. Speakers from Ventana Research, SkyWest Airlines, and SumTotal Systems then discuss their experiences with cloud-based HR solutions.
Microsoft Unified Communications - Transforming Communications PresentationMicrosoft Private Cloud
1) Microsoft Unified Communications brings together messaging, presence, and communications tools like email, calendaring, instant messaging, and conferencing on a single platform.
2) The software approach allows these tools to be managed separately but experienced as a single, streamlined system with an efficient common user interface.
3) The extensible communications platform allows organizations to build on their existing telephony infrastructure, integrate communications into business processes and applications, and develop customized solutions.
Mobility solutions through Sprint can potentially increase real estate agent income and productivity in three key areas:
1) Prospecting - Mobile apps can provide a property search tool to generate more leads and referrals while limiting loss of buyer control.
2) Selling - Mobile access to MLS and property data enables agents to be more efficient and close sales faster through virtual tours and document signing.
3) Closing - Electronic signature and document sharing tools streamline the contract process, reducing turnaround times from 10 days to under an hour.
How to improve employee performance?
Very limited employee performance data
How to improve compliance?
No way to track compliance
Backlogsare too large!
Overtimecosts are over budget!
She believes that there is hidden capacity
No way to track what people are doing
No way to find out when employees are idle
How long does it take to process claims?
Time and motion studies are not very accurate
How to accurately plan for growth?
Need to improve quality and lower rework
No way to easily see what went wrong
Now her team has to handle calls too!
Mary is Director of
Claims Processing
What are the technology challenges? What are the new possibilities, applications, services or features that will empower mobile workers even more?
Experts on these subjects will cover several interesting topics: Mobile data, Device Management, Mobile Security and Mobile Enterprise Apps.
Mobile Device Management by Ulrik Van Schepdael – Mobco
Compact Business Systems Gains A Complete View Of Their Business with ACT! So...Darren Flood
- Compact Business Systems upgraded from an older version of ACT! by Sage to the latest version to integrate two separate databases into a single database and improve data synchronization between sales consultants.
- The upgrade helped Compact gain a complete view of customer relationships, more accurate information, and greater staff productivity.
- Evolution Marketing assisted with the upgrade, customizing ACT! to meet Compact's needs and integrating the two databases without using technical jargon.
This document summarizes a presentation given by Steve Mitchinson of Limebridge Australia on trends in the customer interaction space across the Asia Pacific region. Some of the key trends discussed include the growing adoption of IP telephony and cloud computing, increasing customer expectations, the importance of integration across systems and channels, and challenges around social media strategies. Recommendations are provided around improving recruitment, metrics, automation, and providing agents with integrated customer insights to enable more effective customer interactions.
Business Cloud: The State of Play Shifts RapidlyCapgemini
The Cloud has become a set of real practical solutions for organizations today.
From 460 interviews with businesses and IT executives, we explored what the situation is with the users of the Cloud. We outline five key findings and provide recommendations to CIOs to create a successful roadmap to cloud adoption.
The document proposes a redesign of the Friends Community Bank ATM platform. It includes a summary of the current design's shortcomings, considerations for the redesign based on user research, and a proposed simplified wireframe that focuses on the most common tasks. The proposed design aims to streamline workflows, minimize steps, and focus on usability and a quick experience for customers.
This document discusses how integrating design thinking with IT project development can lead to more successful outcomes. It proposes a 3-D model consisting of three phases: Discovery, Development, and Deployment.
In the Discovery phase, both design thinking methods like ethnography and traditional strategic analysis are used to understand user needs. For a project with the Virginia Employment Commission, user archetypes were identified which enriched the request for proposal.
The Development phase involves creating prototypes and visual representations of concepts to get user feedback. Iterative testing and refining occurs. Technical requirements are defined later based on the user vision.
Once a strong prototype and business case are established, the potential service moves into the Deployment phase where a final
Presentation to AIIM International 2009 - ECM Rescue: Recovering from a Faile...Greg Clark
The document provides an agenda and presentation materials for an ECM rescue presentation. The presentation discusses how to recover from a failed ECM implementation by establishing clear governance, rebuilding strategy and focus, creating an ECM office to manage projects, and focusing on change management and user adoption. It emphasizes understanding existing problems, crafting a new vision and metrics to measure success, and implementing projects incrementally to build on past successes.
This document discusses the managed services landscape and opportunities for MSPs. It notes that while approximately 6% of SMBs currently use managed services, the market is growing at 8-10% annually as SMBs recognize the benefits of outsourcing IT. These benefits include reduced downtime, increased productivity, and guaranteed support without having to worry about staffing issues. The document also outlines the challenges MSPs face in developing service offerings and marketing them effectively to clients. Finally, it provides a example of how outsourcing to an MSP can save a typical SMB thousands per month in lost productivity compared to maintaining an internal IT staff.
The document provides an overview and summary of the Business ConneCT unified communications solution from NEC. It discusses key trends driving demand for unified communications like increased customer expectations and mobile workforces. The solution unifies communications across various mediums and devices. It allows users to switch between employee, contact center agent, and operator roles with customized interfaces for each. Features include presence management, instant messaging, call handling and reporting functionality. The benefits highlighted are improved customer service, staff efficiency and productivity, and reduced costs.
This is the shorter talk version of Repositioning User Experience. This version contains some updated content. It was used by Jon Innes in talks at eBig, CHIFOO, and User Friendly in 2007.
BMC - Business Service Management Overviewmartincbrennan
BMC pioneered the concept of business service management (BSM) to help align IT operations with business needs. BSM provides a unified platform to simultaneously reduce IT costs, increase business impact, improve quality of service, manage risk, and provide transparency. The document describes how BSM can help organizations address critical IT initiatives such as data center automation, mainframe cost optimization, proactive operations, and virtualization.
This document provides instructions for updating and promoting a profile on the modelbookonline website. It outlines how to update profile information and pictures, invite Facebook friends, connect with other users, and share your profile URL to promote it. The steps include accessing the site, uploading new profile and portfolio pictures, sending friend and connection requests, and copying the profile URL to post elsewhere. The goal is to build and market a model's online presence on the modelbookonline platform.
This document provides a framework to enhance urban life on Western Avenue in Oklahoma City. It analyzes parking availability, conducts a streetscape assessment, and proposes form-based development regulations. The analysis found 745 total parking spaces but the current streetscape plan only achieves basic ADA requirements and does not improve traffic calming, identity, or public space. The proposed form-based regulations aim to provide predictability, promote development, protect investments, and unite high quality public spaces with effective development codes to expand Western Avenue's economic potential.
The document outlines 10 things to expect from IT, including monitoring systems, management tools, service level agreements, reporting on system health, user issues, and future budgets. It recommends evaluating IT using the Gartner maturity model and notes that a combination of people, processes, and tools are needed to transition IT from reactive to proactive. Auditing, documentation, training, asset tracking, and change management are also important aspects of a well-run IT department.
Codestrong 2012 breakout session creating a mobile strategyAxway Appcelerator
The document discusses creating an enterprise mobile strategy. It recommends establishing a Mobile Center of Excellence (MCoE) to organize efforts across departments and prioritize mobile applications. It presents a mobile maturity model from exploration to transformation and sample frameworks for evaluating application requests and BYOD policies. The conclusions emphasize starting with the right organization and learning from successful implementations.
IBM Smarter Business 2012 - 11 trender för Enterprise Mobile just nuIBM Sverige
Den mobila marknaden har så här långt mest handlat om konsumentappar, men nu ser vi flera trender mot Enterprise Mobile där organisationer önskar erbjuda sina anställda att använda applikationer när de behöver det, med deras egna mobila enheter. Och de vill helst använda de mobila enheter som passer dem själva (BYOD). Dessutom vill organisationer erbjuda sina kunder mobila tjänster och allt det här skapar utmaningar. IBM vill, som ledare inom den här marknaden, hjälpa kunder att ta rätt beslut och göra verklighet av sina visioner. Lyssna på Johannes Eltz från IBM:s huvudkontor prata om IBM:s syn på Enterprise Mobile, de 11 tydligaste trenderna.
Talare: Johannes Eltz, Business Development Executive Mobile, IBM
Besök http://smarterbusiness.se för mer information.
The document discusses how organizations can leverage cloud-based HR technology to drive employee engagement and retention through increased accessibility, efficiency, and effectiveness. It provides an overview of cloud computing and its benefits for human capital management. Speakers from Ventana Research, SkyWest Airlines, and SumTotal Systems then discuss their experiences with cloud-based HR solutions.
Microsoft Unified Communications - Transforming Communications PresentationMicrosoft Private Cloud
1) Microsoft Unified Communications brings together messaging, presence, and communications tools like email, calendaring, instant messaging, and conferencing on a single platform.
2) The software approach allows these tools to be managed separately but experienced as a single, streamlined system with an efficient common user interface.
3) The extensible communications platform allows organizations to build on their existing telephony infrastructure, integrate communications into business processes and applications, and develop customized solutions.
Mobility solutions through Sprint can potentially increase real estate agent income and productivity in three key areas:
1) Prospecting - Mobile apps can provide a property search tool to generate more leads and referrals while limiting loss of buyer control.
2) Selling - Mobile access to MLS and property data enables agents to be more efficient and close sales faster through virtual tours and document signing.
3) Closing - Electronic signature and document sharing tools streamline the contract process, reducing turnaround times from 10 days to under an hour.
How to improve employee performance?
Very limited employee performance data
How to improve compliance?
No way to track compliance
Backlogsare too large!
Overtimecosts are over budget!
She believes that there is hidden capacity
No way to track what people are doing
No way to find out when employees are idle
How long does it take to process claims?
Time and motion studies are not very accurate
How to accurately plan for growth?
Need to improve quality and lower rework
No way to easily see what went wrong
Now her team has to handle calls too!
Mary is Director of
Claims Processing
What are the technology challenges? What are the new possibilities, applications, services or features that will empower mobile workers even more?
Experts on these subjects will cover several interesting topics: Mobile data, Device Management, Mobile Security and Mobile Enterprise Apps.
Mobile Device Management by Ulrik Van Schepdael – Mobco
Compact Business Systems Gains A Complete View Of Their Business with ACT! So...Darren Flood
- Compact Business Systems upgraded from an older version of ACT! by Sage to the latest version to integrate two separate databases into a single database and improve data synchronization between sales consultants.
- The upgrade helped Compact gain a complete view of customer relationships, more accurate information, and greater staff productivity.
- Evolution Marketing assisted with the upgrade, customizing ACT! to meet Compact's needs and integrating the two databases without using technical jargon.
This document summarizes a presentation given by Steve Mitchinson of Limebridge Australia on trends in the customer interaction space across the Asia Pacific region. Some of the key trends discussed include the growing adoption of IP telephony and cloud computing, increasing customer expectations, the importance of integration across systems and channels, and challenges around social media strategies. Recommendations are provided around improving recruitment, metrics, automation, and providing agents with integrated customer insights to enable more effective customer interactions.
Business Cloud: The State of Play Shifts RapidlyCapgemini
The Cloud has become a set of real practical solutions for organizations today.
From 460 interviews with businesses and IT executives, we explored what the situation is with the users of the Cloud. We outline five key findings and provide recommendations to CIOs to create a successful roadmap to cloud adoption.
The document proposes a redesign of the Friends Community Bank ATM platform. It includes a summary of the current design's shortcomings, considerations for the redesign based on user research, and a proposed simplified wireframe that focuses on the most common tasks. The proposed design aims to streamline workflows, minimize steps, and focus on usability and a quick experience for customers.
This document discusses how integrating design thinking with IT project development can lead to more successful outcomes. It proposes a 3-D model consisting of three phases: Discovery, Development, and Deployment.
In the Discovery phase, both design thinking methods like ethnography and traditional strategic analysis are used to understand user needs. For a project with the Virginia Employment Commission, user archetypes were identified which enriched the request for proposal.
The Development phase involves creating prototypes and visual representations of concepts to get user feedback. Iterative testing and refining occurs. Technical requirements are defined later based on the user vision.
Once a strong prototype and business case are established, the potential service moves into the Deployment phase where a final
Presentation to AIIM International 2009 - ECM Rescue: Recovering from a Faile...Greg Clark
The document provides an agenda and presentation materials for an ECM rescue presentation. The presentation discusses how to recover from a failed ECM implementation by establishing clear governance, rebuilding strategy and focus, creating an ECM office to manage projects, and focusing on change management and user adoption. It emphasizes understanding existing problems, crafting a new vision and metrics to measure success, and implementing projects incrementally to build on past successes.
This document discusses the managed services landscape and opportunities for MSPs. It notes that while approximately 6% of SMBs currently use managed services, the market is growing at 8-10% annually as SMBs recognize the benefits of outsourcing IT. These benefits include reduced downtime, increased productivity, and guaranteed support without having to worry about staffing issues. The document also outlines the challenges MSPs face in developing service offerings and marketing them effectively to clients. Finally, it provides a example of how outsourcing to an MSP can save a typical SMB thousands per month in lost productivity compared to maintaining an internal IT staff.
The document provides an overview and summary of the Business ConneCT unified communications solution from NEC. It discusses key trends driving demand for unified communications like increased customer expectations and mobile workforces. The solution unifies communications across various mediums and devices. It allows users to switch between employee, contact center agent, and operator roles with customized interfaces for each. Features include presence management, instant messaging, call handling and reporting functionality. The benefits highlighted are improved customer service, staff efficiency and productivity, and reduced costs.
This is the shorter talk version of Repositioning User Experience. This version contains some updated content. It was used by Jon Innes in talks at eBig, CHIFOO, and User Friendly in 2007.
BMC - Business Service Management Overviewmartincbrennan
BMC pioneered the concept of business service management (BSM) to help align IT operations with business needs. BSM provides a unified platform to simultaneously reduce IT costs, increase business impact, improve quality of service, manage risk, and provide transparency. The document describes how BSM can help organizations address critical IT initiatives such as data center automation, mainframe cost optimization, proactive operations, and virtualization.
This document provides instructions for updating and promoting a profile on the modelbookonline website. It outlines how to update profile information and pictures, invite Facebook friends, connect with other users, and share your profile URL to promote it. The steps include accessing the site, uploading new profile and portfolio pictures, sending friend and connection requests, and copying the profile URL to post elsewhere. The goal is to build and market a model's online presence on the modelbookonline platform.
This document provides a framework to enhance urban life on Western Avenue in Oklahoma City. It analyzes parking availability, conducts a streetscape assessment, and proposes form-based development regulations. The analysis found 745 total parking spaces but the current streetscape plan only achieves basic ADA requirements and does not improve traffic calming, identity, or public space. The proposed form-based regulations aim to provide predictability, promote development, protect investments, and unite high quality public spaces with effective development codes to expand Western Avenue's economic potential.
The War of 1812 was fought between the United States and Britain due to British interference with American international trade and border disputes between the US, Canada, and Britain. Significant events included the British burning down Washington D.C. in 1814. This inspired Francis Scott Key to write "The Star Spangled Banner" after witnessing the successful defense of Fort McHenry. Although inconclusive, the war helped establish America's credibility as a nation and promoted a strong sense of national pride among Americans by showing they could stand up to a major world power like Britain.
La Universidad Tecnológica Oteima en Santiago ofrece un curso de Microeconomía para la Licenciatura en Administración en diciembre de 2011, cuyo facilitador es José Edgardo Guevara C.
This document provides materials and techniques for Inuit art including soapstone, bone, and antler for sculpting as well as printmaking and drawing. Shoe polish can be used for painting. The location mentioned is Cape Dorset in Nunavut, Canada.
Over 150 journalists have been killed in Iraq since 2003, more than any other country. The majority of deaths have been Iraqi men murdered for reporting on issues certain groups did not want publicized. While some deaths occurred accidentally in crossfire, most murders have no known motive as journalists are targeted for exposing information not deemed safe to report.
The document discusses the benefits of exercise for mental health. Regular physical activity can help reduce anxiety and depression and improve mood and cognitive functioning. Exercise causes chemical changes in the brain that may help protect against mental illness and improve symptoms.
Société générale citizen act Case study group youboontoo (team 526), draft 6patrickspath
The document outlines Société Générale's strategies for enhancing team performance through initiatives to build team spirit, develop talent, promote diversity, and provide skills training. It discusses the bank's CSR and corporate image efforts including communicating their CSR activities and measuring reputation and corporate image. The document also covers the types of risks Société Générale faces, both external and internal, and the justification for risk management to ensure strategic success and survival.
Baloncesto julio cesar melendez colmenarezJ' Melendez
El documento resume la historia y reglas básicas del baloncesto. Explica que fue inventado por James Naismith en 1891 y se juega entre dos equipos de cinco jugadores cada uno. También describe las medidas de la cancha, las principales organizaciones como la FIBA y las ligas profesionales en Venezuela.
human body, neurology, neuroscience, human brain, the parts of the brain, human anatomy, neurosurgery, about the human brain, a human brain, the human brain, structure of brain,cerebellum
This document summarizes the anatomy of the circle of Willis and cerebral blood supply. It describes the circle of Willis as a polygonal anastomotic channel at the base of the brain supplied by the internal carotid and vertebral arteries. It then discusses the branches and functions of the circle of Willis, cortical and central arteries, lenticulostriate arteries, and the blood-brain barrier. Finally, it provides details on the regional arterial supply of different brain regions and applied anatomy related to various neurological syndromes.
10 Misconceptions about workplace health & safetyMichelle Oakey
Whether you clock in at an office, grocery store or construction site, there’s a good chance you’re surrounded by potential danger zones. Some may be pretty obvious, while others slip under the radar.
Este documento muestra una lista de productos alimenticios agrupados en categorías como legumbres, embutidos, quesos, conservas, licores y dulces. Contiene productos cárnicos como jamones, pato y embutidos, así como productos lácteos, vinagres, aceites y dulces.
The document discusses how mobile testing has progressed through three phases similar to how web testing evolved:
1) Discovery - Early experimentation with simple mobile apps and minimal testing.
2) Support core business - Mobile now supports key business processes but testing is still limited and siloed.
3) Drive new business - Mobile experiences are now engaging, transactional, and integrated with social media. Testing is structured, methodological and uses strong tooling to address complex challenges like platform fragmentation, varied devices, and user experience.
This document discusses how consumerization of IT is impacting enterprises and introduces mobile lifecycle management as a solution. It summarizes that employees see value in mobility but realizing that value requires expertise to address challenges like unlimited device choice, business app management, data usage control, and support. Two common solutions, BYOD and MDM, are incomplete on their own. The document then outlines how mobile lifecycle management can solve these challenges through services like policy development, carrier management, app store implementation, usage optimization, and expert support. It argues that this approach addresses enterprise needs while also returning cost savings and building strong client relationships.
According to the Yankee Group 38% of American workers are already part of the mobile workforce, and that number is going to grow exponentially. Creating strategies to enable the mobile workforce is critical to enabling productivity of the modern workforce. Organizations need systems, processes, and managers who can manage the growing mobile workforce effectively. The webinar will discuss important factors in creating a mobile strategy
After completing this presentation, attendees will leave with a thorough understanding of:
Aligning mobile strategy with organizational strategy
Key triggers that drive a mobile strategy
How to get started on developing your mobile strategy
Measuring and driving ROI from a mobile strategy
This document discusses Unisys' mobility solutions and services. It outlines the challenges of enterprise mobility including IT planning, management, and demonstrating business value. Unisys' approach includes helping clients manage personal devices used by employees and integrating them securely into business processes. The company offers comprehensive mobility solutions tailored to each client's needs, with global reach and advisory, transformation, and managed services.
IBM is announcing new mobile capabilities across building, connecting, managing, and securing the mobile enterprise. This includes rapid support for iOS6, support for native and offline apps in IBM Mobile Foundation, improved app distribution and management with IBM Endpoint Manager, and increased accuracy in identifying mobile access security risks with IBM Security Access Manager. IBM is also extending capabilities to mobile through solutions like IBM Social Business, Commerce, and Analytics.
Mobile adoption is growing rapidly, with over 60% annual growth in mobile devices compared to 15% for PCs. This brings opportunities for cloud adoption as enterprises develop mobile apps and build private mobile clouds initially. Enterprise mobility allows businesses to improve productivity, customer interactions, and transactions anywhere at any time. However, challenges include securing and managing devices, integrating personal and corporate data, and addressing platform fragmentation with native vs. HTML5 apps. This creates implications for vendors to focus on enabling governance and application delivery across diverse mobile environments and form factors.
Fundamentally rethink how your building works in order to improve tenant service, cut operational costs, and become a world class competitor! This Presentation delivers essential tips for improving building processes to stay competitive in a buy and hold economy.
Presented by: Faraz Memon
What is Business Process Re-Engineering? Why is now the time to Re-Engineer your operations? How to find and locate operational areas to improve upon. The first steps to Re-Engineering your process & benchmarking. How to approach technology decisions & data migration. The best practices for Business Process Re-Engineering
Register to view presentation On-Demand:
http://be.buildingengines.com/Reg-Webinar-On-Demand-BusinessProcess-Reengineering.html
The Mobility Cloud
Combining the power of cloud computing with the freedom and
functionality of mobile devices can give enterprises access to a
wide range of key benefits, including increased reliability, real-time updates, device-agnostic applications and more.
Research continually highlights the exponential growth in the number of mobile services using the cloud and the number of mobile phone users
that access applications through the cloud - predicted to rise from 42.8 million in 2008 to almost 1 billion by 2014.
Companies are significantly changing their mobile computing strategies due to the rise of smartphones, mobile applications, tablets, and empowered mobile workers. IT managers are shifting to support multiple mobile platforms, both corporate and personal devices. Companies with a comprehensive mobility strategy can increase business impact by over 15% by leveraging best practices. A mobility strategy must align with business objectives and include an assessment, identifying opportunities for mobility, an architectural design, and implementation plan.
Smart Grid Operational Services Selecting The Right Mobile Solution Fact SheetGord Reynolds
This document outlines a six stage process for selecting and deploying a successful mobile solution. The stages are:
1. Create a business requirement plan by defining objectives, requirements, users, and geography. Consult business unit experts.
2. Assess input against objectives and write the business requirement plan, defining non-technical requirements.
3. Define solution requirements by translating business requirements into technical details. Research available technologies.
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We lay out a comprehensive set of criteria so that you can establish and manage a complete mobile strategy.
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Mobile Strategies for CRE
1. Must Have Mobile Strategies for
Modern Real Estate Organizations
Conquering the Code!
2. Real Estate Operations Masters Series
2012 Real Estate Operations
Masters Series!
Register for the complete series at
www.buildingengines.com!
Sarah Fisher
sfisher@buildingengines.com
Director, Marketing & Communications
Building Engines
3. Matthew Brogie
Owner & Principal Consultant, Mobility CIO
About Mat:
Mat has over 25 years of high tech and business process
experience, with over 10 years specifically focused on Mobile
Application design and work process optimization.
As part of the founding team of Eleven Technology, Mat was
responsible for all aspects of the mobile design and
implementation efforts for global scale Mobility projects at Coca-
Cola and Procter & Gamble, and lead the design of Eleven’s core
Field Service and Direct Store Delivery solutions.
4. Tim Curran
CEO, Vela Systems
About Tim:
Tim has almost 25 years experience in the software industry, and
has been implementing mobile technologies for the past ten
years. Vela Systems provides Field Management Software for
construction by combining mobile and web-based technologies at
the point of construction with reporting for management.
Prior to joining Vela, Tim served as CEO of Eleven Technology, the
leader in next generation mobile field applications for the retail &
consumer goods industry. Prior to Eleven, Tim spent five years as
the number two executive of I-many, Inc., an enterprise contract
management software company that grew from $6MM to $60MM
in sales and went public during his tenure . Additionally, Tim spent
eight years with Accenture and a year with EMC Corporation.
5. Lisa Panzenhagen
Property Management, KIRCO
About Lisa:
As medical leasing and property manager for KIRCO, a real estate
development and management company, Lisa is responsible for
managing owned and client buildings- specializing in the area of
management of medical office space.
KIRCO has implemented a comprehensive mobility program to
drive efficiency and improve tenant service using the Building
Engines mobility solution.
6. Mobile Operations in Your Pocket:
Must-have strategies for modern real estate organizations
Today’s Webinar Topics
• Why a mobility program is becoming more and more important
every day
• What made a mobility program a priority for one of your peers
• The areas of your building operations where mobility can
make an impact
• How best in class property management teams are
approaching their mobility programs – what to do first and how
to approach the project
8. Key Trends Impacting Rise in Mobility
• 65% of all adult
Americans now have • Increase in
a smart phone “Bring Your
Own Device”
• Average user is
more mobile savvy
• Staff is being
• End users are asked to do
expecting more more with
mobile tools from less
their companies to
get their job done
easier
10. Real-Time Data at Your Fingertips
Respond
immediately
to tenant Update the
questions status on a
service request
Access data
while
inspecting
equipment
Solve Problems
in Real-Time
11. Why was mobility a priority?
• Geographically dispersed portfolio
• On-the-go maintenance teams
• Property managers assigned to multiple buildings
• Tenant demand for immediate access to work order submission and status
• Central location for data capture- better communication, tracking, and billing
12. Biggest Impact of
Mobile Applications
Speed:
communication,
work
assignment,
work completion
Collaboration:
Real-time
Information: insights
Related
documentation,
Instructions,
schedules
13. Using Mobility to Impact Operations
Tenant Management
Answer any question a tenant might have on the spot:
• Lease details
• Status of a work order
• Resource scheduling
• Building events
• Visitor Access
• Etc.
Provides a professional face to your building
14. Using Mobility to Impact Operations
Risk Management
Manage Incidents as they happen:
• Record details in real-time
• Notify appropriate parties as the incident happens
• Store and access incident documents in a central, online
repository
• Broadcast message tenants when necessary
Ushers issues toward resolution and reduce your liability.
15. Using Mobility to Impact Operations
Service Request & Maintenance Management
Automate your service & maintenance:
• Always have a list of scheduled PM’s in hand, as well as any
needed equipment history and documentation
• Receive emergency service requests on-the-go
• Free up time completing paperwork to build more meaningful
relationships with tenants
• Tenants value the insight into their service requests and live
status updates
Improves tenant service and extends the lifecycle of your
equipment
16. Using Mobility to Impact Operations
Work Distribution
Put work in the hands of someone who can complete
it- immediately.
• Receive service request alerts anywhere, anytime
• Immediately reassign tasks to someone else if you are busy
• Assign tasks to staff member who is closest in the building
• Respond to leaks, incidents, and other escalated situations in
less time.
Improve staff productivity and comply with Service Level
Agreements
17. A Real Life Example- KIRCO
Improved tenant communications & visibility
“What we’ve found over the years
is communicating with customers
no matter how you do it always
gives them a better impression
of your company and how you
take care of them...it’s making you
more visible in their workday.”
18. A Real Life Example- KIRCO
Tenant Feedback to Mobility Program
Tenants appreciate:
• Being able to log work orders on their time
• Receiving immediate confirmation that their
request was received
• Visibility into the status of their request-
anytime they want it
• Being able to manage their work load on
their time
19. Business Process Re-engineering
Approaching Your Mobility Program
Technology Adoption in Real Estate
Step 1:
Determine Step 2:
your Create strategies
business around those
pressures business pressures-
i.e. Improve tenant
satisfaction by
How do communicating with
them more
we get frequently
started? Step 3:
Determine
Step 4: the mobile
tactics that
What Build it out tactics
in order of can help you
priority- i.e. start achieve our
should we with giving
tenants online
strategies
be doing service requests
first?
20. Business Process Re-engineering
Approaching Your Mobility Program
Technology Adoption in Real Estate
1. Mobile program success is not
about software, devices, features,
or technology- it’s about role-
based workflows:
- What steps do users currently take
- Where are they working
- Etc.
2. Senior Management involvement is
critical
3. Use Outside Resources: partner
with firms that have true mobile or
web application experience
21. Consider Your Workforce Environment
What kind of devices do
my workers carry
around?
What is the demographic
of my mobile workers?
What are the web-
based solutions
that are compatible Can we
with our leverage
management what we
already
systems? own?
22. Consider Your Workforce Environment
What are the capabilities of my back end systems?
What are the platforms I need to support?
My software provider has a My system provider is a
solution that runs only on SaaS application, already
a specific device. available on web browsers.
Buying Decision Use what’s in
your pocket!
23. What KIRKO has accomplished
through mobility
Customer Service Team Management
24. The Panelists
Matthew Brogie Tim Curran Lisa Panzenhagen
Owner CEO Property Management
Mobility CIO Vela Systems KIRCO
25. Must Have Mobile Strategies for
Modern Real Estate Organizations
Conquering the Code!
Editor's Notes
Sarah: Good afternoon and thank you for joining us today. Today’s topic is Mobile Operations In Your Pocket- a look at the must have mobile strategies for competitive real estate organizations.
My name is Sarah Fisher, Director of Marketing Communications at Building Engines, and we are sponsoring today’s presentation. This Webinar is part of our webinar masters series, where we bring you a detailed look at specific technology enabled best practices for commercial real estate operations, at no charge to you.We have an exciting format for today’s webinar. We have three guests with us who bring different perspectives on mobility in commercial real estate today, and we’ll be talking to them in a roundtable format.
First, we have Mat Brogie who is the owner and principle consultant at Mobility CIO. Mobility CEO works with customers to create strategies and solutions that leverage mobility to make their companies more efficient and competitive. Mat brings a deep wealth of knowledge of trends and opportunities in the mobile area.
Our second guest is Tim Curran. Tim is CEO of Vela Systems who provides mobility based field management applications for the construction industry. Tim brings the perspective of an executive who develops and manages software applications used by multiple on-site workers including construction workers and engineers.
And our third guest is Lisa Panzenhagen from KIRCO Management Services. Lisa brings the perspective of a property manager who has been able to take advantage of mobility within her building operations through the Building Engines mobility solution KIRCO is responsible for managing owned and client buildings and have been specializing in the area of management of medical office space for almost a decade.
Sarah: Some of the key questions that may be on your mind we will be addressing with our panel include: why a mobility program is becoming more and more important every daywhat made a mobility program a priority for one of your peers the areas of your building operations you should look to for mobility to make an impacthow best in class property management teams are approaching their mobility programs – what to do first and how to approach the project
Before we begin, I want share a few notes with the audience. Our session today is a one-way Webinar, meaning that you will be able to hear us speak, but we cannot hear you. However, you will be able to write questions in the GoToWebinar “Chat” window on the right hand side of your screen. You can also close the chat pane window to see more of the screen. I will monitor the Chat window to answer any logistical questions you might have. We will open the meeting up to Q&A at the end. We are recording this webinar, and you will receive a copy of the webinar, as well as an mp3 version and transcript for you and your colleagues as part of our follow-up after the webinar. We also have prepared content on in-depth subjects including how to approach the decisions around devices and what future developments in mobility should you be thinking about --- we know you have team members that you would want to share this content with so we have prepared it all on a microsite that we will be sharing with you later in the webinar.
Sarah: Matt, we’re going to bring you up to the podium first, Matt thanks for being with us today. Mat: Thank you, Sarah; it’s great to be here.Sarah: Mat, our audiences today is senior management and IT personnel within property management and building operations. First thing I’d like to ask you is can you take us through key trends in the work place that are impacting the rise in mobility that our audience today should be aware of. Mat: The explosion in mobility is driven in large part to the fact that Smart Phones are becoming ubiquitous. Over the last couple of years we’ve seen an increase in the adoption of Smart Phones by individuals where estimates are that over 65 percent of all adult Americans now have a Smart Phone. And because people have Smart Phones in their personal lives it’s done a couple of things. One is it’s increased the savvy of the average user. They’re not scared of the technology anymore. They’re expecting the small computer that they’re holding in their hands to be able to do quite a bit for them. And so the expectation is that if I can do a Google search when I’m home or I can get directions when I’m home on my phone or when I’m out I can get a review on a restaurant why can’t I have that same kind of power when I’m at work. I want to have specific questions answered at work -- why do I have to go back to my desk or why do I have to make a phone call to ask someone or why do I have to look something else in a binder someplace? Why can’t I just access that information on the phone when it’s clearly “easy to do” on my personal phone at home?
Work today is much more an action as opposed to a place where you’re not chained to your desk anymore. You don’t have to go to your desktop computer in order to complete work that you do. Instead you’re out working with your constituents or your customers. In the building management space you’re out with your tenants. And questions come up in real time, issues come up in real time and you’re dealing with those issues in real time. You’re out anywhere in your organization answering questions, solving problems in real time as opposed to going to a place to sit down and work on a stack of paper or to access records through a tethered computer.
Sarah: How are building operations teams responding to this? What are the best of the best doing about this? Mat: In the building operations space we’re seeing quite a few things. first we think about the pressures that they’re under. There’s competition for the space. There’s competition for lease pricing. There’s pressure to get more work out of individuals. So what they’re doing is they’re trying to figure out how to bring the ability to answer questions out to the workers. And that’s really what mobility is all about is putting the power of information right at someone’s fingertips so that when they come across any kind of issue whether it’s a property manager that’s walking the floor, runs into a tenant who has a question about a lease payment or maybe has a question about an expansion that they’re doing to their office and the status of what that expansion is. What they’re looking for are solutions where they can answer those questions right there in the moment. So we’re seeing management carrying wireless tablets and with those wireless tablets they can access the full application that they would normally have to go back to their desk to look up the answers to those questions or to make notes about a request that came from a tenant that they ran into. In the field for the maintenance workers and the people that are completing the service requests we’re seeing maintenance workers walking around with their Smart Phones and accessing systems that have service requests in them. Looking up information about how to complete a maintenance activity, recording information about what they’ve done for work. Maybe recording a new service request from a tenant that they ran into out on the floor. So in the past when you talked about extending knowledge down to the worker that meant extending the knowledge out to the desktop and giving them access to data that’s tied up someplace. Today when we talk about extending knowledge out to the worker we’re extending that wirelessly out into the hands of people that are out on the floor working to solve problems in real time.
Sarah: Lisa, this is a good point to bring you into the conversation. Matt has talked about mobility trends impacting property managers and building operations – can you tell us what made a mobility program a must-do priority for you at KIRKO? We know that buildings can typically only deal with things that are their top 1 or 2 on the priority list, what made this such a high priority for you? Lisa: Because we service so many locations, we have a traveling maintenance team. We have three full time employees who are outfitted with service vans and equipment and they go to buildings as needed. Some of our buildings are not large enough to have onsite maintenance. So it makes it crucial for us to be able to have these men who are on the road and to be able to communicate with them, have them communicate back is a key factor in the success of our business and how we service our clients. Especially in the medical buildings where there is often not a lot of time to spare in responding to a tenant need. So a work order system that had a mobility function became an absolute requirement. Our number one priority is being able to communicate on the road with the maintenance technicians. I should even mention our property managers are people who are often on the road. Property managers can be assigned one to eight buildings and so they are having to communicate and place work orders from any building they may be at or from their cars. It became a priority because customers are demanding immediate access to place a work order and hoping for immediate response to those work orders. In the last couple years the amount of people who e-mail requests even if those requests are somewhat urgent that number has gone up. There are people who just say this technology is here we want to use it. So now replacing e-mail which is not an effective way to communicate work needs, replacing that with a system that offers mobility gave our customers, our tenants, our internal property management maintenance teams a way to communicate more immediately, a way to identify the difference between a work request and a regular e-mail and a way to track and bill these items. So it tied all these pieces that we had to treat very separately into one package so it makes everything work better, makes it work more efficient. And it opened up a private form of communication between us and our tenants. So when you know you’re receiving something from the work order system you know it’s a tenant who needs some type of service. We all realize that to compete in our industry, to be able to show people that we are the best management company we had to be able to say that we bring systems with us. We found customers or potential customers that we were seeking contracts with asking us if we offered a web based work order system with a mobility piece because they wanted to be assured that we have a system that allowed those communications to happen all the time even if our staff was on the road. We looked at it as a priority just because it makes good business sense. But additionally our customers were asking for it at the same time.
Sarah: Risk management is a huge issue today. How does the statement of conditions call out specific risks? PETER HARROD: So specifically it’s working to cite section and verse of the applicable codes in which we have noncompliant conditions, whether it’s associated with a fire life safety system or it’s associated with a building component, meaning perhaps we have an open stairway that otherwise should be enclosed. Specifically outlining not just that you should have two enclosed means of egress but identifying the specific code section and verse so that we know for sure here is where and why it’s going to be applicable. The other risks that this process will make you aware of is any existing and known violations. If we’re representing the owner you might very well be aware of those items. But if we’re representing the purchaser these items may not be transparent as of yet and there’s some level of due diligence that’s done by way of the building and fire departments as well as interviewing key staff associated with the facility as it stands today. The other risks that it will make you aware of is again not only perhaps recognizing that yes this building is fully sprinklered but is it sprinklered and provided with an appropriate level of water supply given the use of occupancy and commodity storage. So taking a step beyond just yes it’s provided with active suppression but it’s provided with active suppression appropriate for the commodity. Identifying risks relative to the appropriateness of the fire alarm systems and the smoke control systems moving forward in ability to get replacement costs and/or whether or not there are particular recalls associated with a vendor’s fire alarm panel or remote panel. And whether there’s issues and/or recalls associated with equipment that is tied to those fire life safety systems.
Sarah: Mat, I’m going to address this next question to you – how do you see mobility specifically impacting the different areas of business operations? Where should the members of our audience today be thinking about for how mobile solutions can help improve operations? Mat: There’s kind of an endless limit to the specific mobile capabilities that you’d be able to bring out in the building management space. But some of the key highlights, let’s take it by role. I’m a big believer in solving problems based on the business need and the business function as opposed to just dropping a piece of technology into someone’s hands. So if we look at it from a role perspective that makes the most sense. A property manager walking the floor may need to answer questions that come to him from a tenant. Instead of having to make a phone call or go back to the office and get back to that tenant later on they can go right into their tenant management system from a tablet based application that they carry around with them all the time. They can answer questions about lease details, about work orders that have been placed on that tenant’s behalf, building schedule’s, really anything that they would normally have to get back to the tenant with an answer later on. And what this does is it gives a higher level of service to the tenant. It gives them a feeling that the management of the building knows what’s going on and has their finger on the pulse and makes for a more satisfied tenant.
Another good example is incident tracking and incident management. If someone’s out on the floor and there’s let’s say a slip and fall in the lobby being able to 1) get that recorded and documented in real time using mobile technology is very helpful in managing as it moves forward. Also being able to notify other people that may need to be notified about that particular incident. Being able to do that wirelessly and through mobile applications enhances the process for getting resolution and getting those things addressed quickly as well.
One of the key ones we see where there’s the most dollar savings is in service request management and maintenance management. Where maintenance workers while they’re out on the floor they can get notified of new emergency situations that come up that need immediate attention. They can get a continuous listing of maintenance service items that need to be completed. It increases the amount of compliance of getting things serviced. As far as completing the paperwork that would normally go along with service records and maintenance records if that’s all done on a mobile application it reduces the amount of time that workers have to spend sitting at a desk at the end of the day completing the forms that typically need to be filled out, which, in turn, reduces the amount of overtime that you see people spending.
Another key related to service is the distribution of the work. a few years ago, it was very common for maintenance workers to have to walk up to a central location and go to a printer or a fax machine and pick up service tickets. Once they picked up that service ticket they would go and manage whatever needs to be managed about that ticket. Now when they’re mobile enabled the work can be electronically sent to them and if they’re busy doing something and they’re not going to be able to get to that piece of work quickly they can reassign it to someone else or bump it back up to a supervisor who will reassign it someone else. And what that does is it allows for work to be put into the hands of who can actually get that work done much more quickly and much more intelligently than ever before. That has two major implications. One, the work gets done much more efficiently and whenever something’s done more efficiently clearly the costs go down. And two, it helps building management organizations comply with service level agreements that they have in place on a lease. If a call comes in for an emergency leak problem it can be responded to very, very quickly because it’s been put in the right hands very quickly, which will enable those service level agreements to be met. And possibly save the management organization fines and fees associated with missing SLAs.
Sarah: Lisa, is there a specific area that Matt has been speaking to that has made a real difference for you and your team with your mobility program? Lisa: It increased communications with our tenants so it gave us visibility. Through the system they’re notified more than ever before. For instance if we responded to a service request and the tenant who placed that request was out to lunch, they may have in the past just come back to see the item that they needed repaired, maybe something as simple as a light bulb replacement. They’ve come back and they would see that it was done but there wasn’t necessarily any real communication between our group and the customer for items that are that simple. With this system we can respond to the service request, indicating that it’s been closed and they’re getting real time communication. So even if we miss them in a face-to-face interaction they’re still receiving a communication from us. What we’ve found over the years is communicating with customers no matter how you do it always gives them a better impression of your company and how you take care of them. So they’re definitely seeing our name and our services, explanations of our services, completion of our services, they’re seeing a lot more information from us. So it making us more visible in their workday.
Sarah: Have you received any specific feedback or stories from your tenants that you can share with our audience today? Lisa: Because we work with so much medical space we have tenants who their time is taken during the day, the hands-on patient care and their commitment to that they sometimes don’t have time to make a phone call for something they need or get on a computer for something they need. And they’ll closing out their day and next thing you know it’s 7:00 at night and they remember that they needed to make a call about something or they needed to place a work order. In the past they needed to write a note to call or e-mail one of us the next day. But what I’ve heard back from tenants that they like about this is even if they’re driving home they can access the system and place a work order 7-8:00 at night and that they can then see that work order is in, they know we’re going to respond. They usually receive their notification back from us immediately and the feedback we’ve heard is that it’s really helped our customers organize the way they need to reach out to us. So it’s no longer even a thought for them they can do it at the end of the day, they can do it in a number of different ways. They can always feel secure that their request got to us because they can look at the system and check it. But it did open up an opportunity for them to communicate differently and on off hours without feeling like they were using our on call lines inappropriately, no one wants to call the emergency line for a simple work order request. We received great feedback from people, it helps them manage their work load because they felt more like they had 24 hour access to place work orders and even receive communications back.
Sarah: All good stuff, where I want to take us next is back to Mat. We’ve talked about a lot of the reasons why a mobility program is moving to the top of the list of importance, I’d like to now rely on Mat’s expertise to talk through – how should executives start thinking about approaching a mobility program. How do you get started, what should they be doing first? Mat: The key thing to consider one is why are you investing in mobility in the first place. A lot of people make that mistake where they’ll say well, everybody’s doing mobility I got to do it too. And then they’ll try and think of ways to apply mobile technology into their organization and that’s really been the wrong way to go about it. The right way to go about it is to start at the top with the business pressures. Things like pressure to improve tenant acquisitions satisfaction and retention. That’s a real business pressure that property management organizations are under. Pressure to reduce operations cost. Pressure to maximize efficiency of workers. Pressures to increase the longevity of capital assets that you have in the organization. And then think about how do you address those pressures. What kind of things do you need to do from a strategic perspective to address those pressures? how do you make your tenants more satisfied and retain them and how do you acquire more tenants than your competitors will acquire. So you say, a good way to do that might be to improve the amount of visibility and interaction that my building management has with tenants. Increase the level of tenant touch. Do things like improve the ability to address issues in the moment. Improve your ability to meet service level agreements and exceed service level agreement expectations. So you start to put together strategies like that that will address those business pressures that you’ve cataloged earlier. Then once you’ve got those strategies down then you can start to think about what are the tactics that I would need in order to implement those strategies? What kind of things can I apply in order to get those strategies met? And you might start thinking about things like, if I had wireless connectivity to my back end systems for everybody that’s out on the floor they could answer questions for tenants very quickly. Automatically notifying workers when a service ticket has reached an escalation point, has been created by a tenant or if there’s some incident that’s occurring in the building automatically notifying the right people at the right time. Giving maintenance workers the ability to electronically close a ticket or advance a ticket to the next stage. That again will improve service level agreement performance, which in turn improves tenant satisfaction and relieves some of those higher-level pressures.
Sarah: This is great Mat. Tim I’d like to ask you to weigh in for your reaction to what Mat’s saying and the approach he’s outlining. You bring the senior executive perspective – how do you recommend our audience approaches their mobile initiatives? Tim: In terms of tackling a business process or business problem it should start with process analysis and requirements analysis. And, looking at the workflow that users take part in, in doing their job. I often look at what are they physically doing when they’re doing their job? Are they sitting down? Are they standing up? And, analyzing the steps they take, the tools they use today and the various options or technology that might be deployed around that word process. Sarah: And who should be involved? Tim: With any initiative senior management involvement is critical. So, they’re the owner, they’re the champion of the initiative and it’s going to always be based on business needs and business requirements, not on particular software technologies or even particular computer devices or mobile technology. It’s a combination of business and IT partnering together and when mobility expertise and specific deep levels of expertise are required, that’s when you can go outside of the IT department of a company and hire various experts. The software vendors in an industry can be relied on to give strong advice on different ways to approach a mobility initiative. I would tend, as an executive, to look towards partners whether it’s consulting firms or software companies that have a true deep level of expertise and mobility versus it being secondary or in the case of many software companies as playing catch up. A lot of companies are that old and they tend to be scrambling even to catch up with web applications, never mind mobility. So, I look towards firms that have a true mobile first orientation and have expertise with web applications as well.
Sarah: Great, that gives some good perspective to compliment what Mat is saying. Mat let’s take it back to you. After you’ve looked at and prioritized the business pressures, what’s next? Mat: Once you got a good solid list of the tactics that you want to take and let’s use allowing a maintenance worker to complete a service ticket electronically on his phone as an example. then you got to start looking at okay, how do I implement this tactic? What’s the right solution that I need to put in place to do this? Part of it will be dependent upon what you’ve already got in place. And up to a few years ago to do something like that meant evaluating what kind of mobile handsets to buy and to implement for your workers. Today probably a more relevant question to ask, is what kind of devices do my workers carry around? What’s the demographic of my mobile workers? Are they already carrying powerful computers in their pockets that I can leverage? And if they are if it is within the demographic of your workers to carry Smart Phones with them for the particular business problem that you’re trying to solve then you should look at web based solutions that are compatible with your building management systems that those people could access through the browsers that they are carrying around with them in their pockets. If the demographic of your users does not lend itself to people that carry Smart Phones around with them then you might want to take a different path and focus more on what are the options available to extend the data out to my workers given the existing systems that I carry. You may be in a situation where your back end service provider only has mobile solutions that are a native application for a Windows mobile device for example. In which case you have to go down a path of determining where to buy these mobile devices and how much to invest in them. So break it down from the top to the bottom. Starting at the top with business pressures, working down to the specific tactic that you would implement in order to meet the strategies to resolve those business pressures, and then look at the environment, the environment of your workers and the environment of your existing service providers to see what they offer and where the compatibilities lie.
Mat: Once you’ve identified specifically what it is that you want to get accomplished and let’s use the maintenance worker who we want to enable to electronically close service tickets as an example. Then you need to look at two things 1) from a systems perspective what are the capabilities of your back end systems to be able to extend that workflow out to the individual worker. Are there already existing solutions that you can implement? And then 2) what are the platforms that you would need to be able to support? The decision there oftentimes is do I provide a mobile device for my users? There may be a corporate edict that says mobile workers are not allowed to use their own personal devices. There may be exactly the opposite edict that says whenever a mobile worker has a Smart Phone we should do everything we can to leverage that technology that they’re carrying around with them. Once you’ve completed this assessment it starts to become fairly clear. Your back end software provider, they may have canned solutions that run only on specific devices, in which case it becomes a buying decision on how to acquire those devices and put them in place. On the other hand your back end system provider may be a web based SaaS orientated application provider in which case their applications are already available through web browsers. And you don’t have to go through a process of buying devices for your users because they’re probably already carrying around a very powerful web browser in their pocket and will be able to access the systems through that mechanism.
Sarah: Thanks Mat. I’d like to wrap up with Lisa – one of the questions I suspect our audience would like you to answer is in addition to what you’ve already discussed in terms of tenant communications, how else can you describe the impact your mobility program has had? Lisa: We can now communicate in real time with our service teams and get them to our tenants and our customers who need services. And it’s as simple as placing that work order and they’re receiving it on their mobile device. Not only that they can respond to it and they can respond to it in a way that we’re notifying the office, me the property manager and our customer all at the same time. So instead of the traditional format of phone calls, trying to find everybody we’ve got this mobility piece that makes everything a lot more efficient, a lot cleaner. It makes communicating better. It also allows us to provide more information to the person who’s completing a service who have to have it. So whether it’s a site plan that needs to be shared with them, there are things that we can communicate mobilely that we couldn’t before because we were really stuck with traditional trying to explain things over the phone or through e-mail which just wasn’t as effective as this system makes us.
Sarah: Great, I want to thank all three speakers, Mat, Tim & Lisa, for sharing their insights with us today. We will be opening it up for Q&A in a few moments, and you can submit questions for any of our guests via the chat panel. I want to also mention that mobility is such a rich topic that there are some key areas that we could not get to in our webinar today that we will be sharing with you after the webinar. These include insights from our panel around: Mat’s comparison of devices – iPad vs. Android vs. Blackberry A discussion from Tim around device convergence An explanation of HTML5 and how that will impact mobility A look at future trends in mobility This will be a key resource for you to share with anyone on your teams preparing for projects or programs in mobility. So with that, we’ll open it up to questions.