Mobile Workforce management_Navigating Data collaboration

2. A mobile workforce is no longer defined as a sales person lugging a laptop and
closing a deal on a cell phone while running through an airport. Today mobility
extends beyond the business suit to the uniform or to any worker in the field who
can benefit from improved working processes, communication gathering and
dissemination and customer service.
Organizations that include field service technicians and specialists are witnessing
significant gains by deploying mobile field service solutions to increase productivity
and profitably. According to the Aberdeen Group’s July 2011
report, Field Service 2011: Mobility and the Extension of the Service …it is possible to
Enterprise, the most successful service professionals are more than
implement a mobile
two times as likely to have a mobile application in place for field
service and almost as many are integrating the field data with solution that provides the
enterprise systems in real time. right information at the
A mobile strategy that is both well defined and implemented right time, resulting in
correctly provides both internal and external benefits to an increased productivity,
enterprise. This requires more than deciding between an iPad and
utilization and
a more rugged device. To achieve best-in-class performance no
matter the size of the enterprise, owners, IT managers and profitability.
supervisors are on the right path by first assessing what they want
their field workers to send/receive (logistics, forms, etc) while on the road. They
also need to analyze current performance and long-term expectations to build a
scalable mobile roadmap that successfully integrates the field with the office.
With proper assessment and understanding of how to align the flow of information
between the field and ERP, Customer Management and Parts Management
systems, it is possible to implement a mobile solution that provides the right
information at the right time, resulting in increased productivity, utilization and
profitability.
This white paper examines how combined satellite/cellular communication
technology can connect the office and remote field workers to collaborate and
improve business.

3. In today’s economic climate there are competitive pressures to offer the best price
without compromising on the speed and efficiency of customer service. At the
same time, businesses are mandated with corporate objectives to increase revenue
and reduce overhead and the cost of doing business.
When asked to specify what the top three pressures are for service and support
organizations, Aberdeen’s survey counted 76 percent of respondents including
customer demand for improved service as defined by speed and/or efficiency. Also
on the top of the list were competitive pressures at 50 percent, increasing volume
of service requests (growing service market) at 42 percent and
shrinking revenue per customer with 26 percent.
A mobile solution can substantially alleviate these pressures. A When asked to specify
solution that includes the right combination of wireless hardware, what the top three
software and connectivity can achieve results on all of these critical pressures are for service
objectives:
and support organizations,
Improves Customer Service. Technicians can collaborate in real time Aberdeen’s survey
to trouble shoot with people or software. For instance, past, present
counted 76 percent of
and future service tickets and task details can be pulled and amended
while on the job. Service notes can be added in a timely matter and respondents including
parts can be checked, ordered and potentially delivered during the customer demand for
initial visit rather than having to set up a second visit. The reduction
improved service as
in time spent and a quicker resolution meets the customers’
demands for quick, efficient service. defined by speed and/or
efficiency.
Increases Operating Efficiencies. By sending data back and forth,
data captured in the field is immediately integrated with enterprise
back-office systems. This positively affects ERP, Service Management
and Parts Management systems. It also automates billing, scheduling and time and
expense reporting. From a macro perspective, it also improves service analytics for
performance, HR and sales.
Lowers the Cost of Doing Business. With the data and information to get the job
done the first time, technicians are positively impacting customer service, which is
one of the best marketing tools available to grow business. It also reduces the
repeated costs of returning to a site to fix what was not completed on the first visit

4. and as well as the time and resources that must be set aside for paperwork and
data input into an ERP system.
According to Aberdeen, the best in class in the service industry reaped an average
of 12 percent increase in workforce utilization after implementing a mobile
solution. Workforce productivity and customer satisfaction saw nearly the same
change, 11 percent and 10 percent respectively. With a mobile solution in place,
service revenue climbed seven percent while the time to cash decreased by six
percent on average. Service costs were reduced three percent and time to
resolution was cut by four percent.

5. To attain the status of best-in-class, the enterprise must find a solution that meets
the following criteria with its mobile strategy: it successfully integrates existing
enterprise applications with mobile device applications and the data is
transmittable anytime, anywhere.
Choosing Your Integrator
Businesses expect tangible benefits from investing in a mobile solution. There are
options available off the shelf. While they may work for some, businesses often
find that they are forced to fit within the constraints of the framework of the pre-
packaged solution. This can lead to slower adoption cycles and user rejection.
Alternatively, an enterprise can start from scratch to develop a mobile solution that
meets both criteria, but at a cost. A custom solution requires a long development
period and can be extremely expensive.
In addition to these two choices, there is the hybrid option that provides a
foundation built on experience and industry knowledge that can be adapted to
provide a solution that fits each individual business model and the people
supporting it. Often, this is the most cost-effective means to implement a mobile
workforce strategy, particularly when incorporating technologies that are new to
the business. This option may be the best way to assure that the full economic
potential of a mobile strategy is met.
When sourcing a mobile integration partner, it is imperative to choose an
organization with the knowledge and experience to support platforms that are
easily modified to fit collaboration requirements. In addition to having a complete
understanding of the market’s hardware choices such as handheld devices and
communication equipment, airtime services options, and business integration best-
practices, the integrator should be required to take time to understand the unique
needs of your business. This includes successfully integrating the mobile solution
with all employees, from the executive suite to the field. If the corporation is
unable to embrace a sustained collaboration across the entire organization, the
solution will not meet the objectives of the mobile strategy.

6. Choosing Your Mobile Connection
Applications require connectivity. Without it, the application doesn’t work.
According to the Aberdeen report, nearly 30 percent of field service tasks are
conducted in areas with little or no wireless coverage. In business terms, that
means lost revenue and increased costs. It is vital that technicians are able to
access application functionality even if they aren’t in an area of coverage.
The stakes are even higher in emergency situations. Communications is the
lifeblood in emergency situations. Field personnel must communicate with
headquarters but can’t if cell towers are compromised.
Much like the mobile solution itself, the transport of data comes in multiple flavors.
Cellular-based transmission works well in high population areas where towers are
prevalent. While it is inexpensive there is one potentially very costly drawback.
Cellular-based equipment can be unpredictable. Communication can be lost when
the vehicle travels through an area without cellular coverage or during periods of
network congestion or physical damage. Reconnection to the network only occurs
after the network is restored.
According to Aberdeen, the best in class in the service industry reaped an
average of 12 percent increase in workforce utilization after implementing a
mobile solution. Workforce productivity and customer satisfaction saw nearly
the same change, 11 percent and 10 percent respectively.
Even though cellular-based equipment offers the advantages of being able to
transfer large amounts of data inexpensively, for customers whose assets
frequently operate out of cellular service ranges or who require uninterrupted
communication for security reasons, cellular-only communication equipment does
not provide the mandatory constant and reliable connectivity.

7. Satellite-based equipment offers all of the functional benefits of cellular-based
equipment, with the advantage of uniform and reliable coverage even in remote
areas. This type of system is ideal for fleets that operate outside of cellular areas
and where cargo and driver safety are of concern. In some parts of the world,
satellite service is a must for cargo security and vehicle retrieval applications.
Driven by competition and increased service availability over the last few years,
satellite airtime costs have become very competitive. Operating costs for satellite-
based AVL systems are highly dependent on the type of service, satellite
constellation and usage patterns.
Connecting the Best of Both Worlds
In the service sector, businesses that want to capitalize on the Users who adopt dual-
operational and cost-benefits of cellular service with the reliability of
mode satellite/cellular
satellite service have the option of using dual-mode solutions. Users
who adopt dual-mode satellite/cellular communication technologies are communication
able to take advantage of the best of worlds: high-bandwidth, lower technologies are able to
cost data transmission in cellular areas, and secure and uninterrupted
take advantage of the best
satellite communication in areas with no cellular coverage.
of worlds: high-
There are two types of dual-mode satellite/cellular products; a hybrid bandwidth, lower cost
solution and an integrated dual-mode terminal. A hybrid solution is one
data transmission in
where a standalone satellite terminal is integrated with a standalone
cellular product, to create a unified satellite/cellular solution. cellular areas, and secure
Installation of a hybrid solution is more complex, requiring the services and uninterrupted
of a knowledgeable integrator to create the cellular-satellite switching
satellite communication in
intelligence.
areas with no cellular
An integrated dual-mode terminal is one where the satellite and cellular
coverage.
modems are all housed in a single enclosure, thereby eliminating the
costs and complexities of installing and integrating a cellular product
with a satellite product. With an integrated dual-mode terminal, the
user is able to take advantage of features such as intelligent message routing to
automatically send messages via land networks when in cellular range, seamlessly
switching to satellite service when the asset is out of cellular range.

8. Skymira LLC, a leading provider of mobile business applications and machine-to-
machine (M2M) telemetry services deployable on any web browser equipped
smartphone, tablet or laptop PC, offers a mobile solution for workforce
management using SkyWave’s IsatData Pro satellite service. IsatData Pro uses the
Inmarsat (LSE: ISAT.L) satellite constellation. It is designed for two-way
communications with people and equipment anywhere, anytime. With the ability
to send more than 37 times more data, the service meets the higher data payload
capacities required in mobile business applications and M2M telemetry, while
significantly increasing productivity and lowering costs.
Fig.1 – Mobile solution connects management with automated processes, mobile
workforce, vehicles, and heavy equipment.
SkyWave’s IDP 600 series satellite communication terminals empowers Skymira’s
portfolio of satellite solutions to support business collaboration in scenarios that
include electronic forms (e-forms), e-mail and text messaging. IsatData Pro will also
drive Skymira’s M2M services including GPS tracking, SCADA, and vehicle/heavy
equipment telemetry.
IsatData Pro combined with Skymira’s business applications for mobile devices can
dramatically change how remote workers operate by having instant access to
information that enables businesses to meet the goals of their mobile strategies.

9. The industry solution is ideally positioned to meet the needs of workforce
management and integration into ERP, CRM, field service applications, service
management system, service analytics and performance dashboards.
Skymira is a leading provider of mobile business apps and M2M telemetry services.
Easy to use, intuitive apps range from eForms and reports to vehicle and heavy
equipment telemetry and GPS location based services. Deployable on any browser
equipped smartphone, tablet or laptop PC over WiFi, cellular and satellite
networks, Skymira's apps streamline operations, provide greater management
control, and accelerate decision making. Skymira partners with leading
manufacturers and network operators including Inmarsat, SkyWave, Iridium, Light
Squared, Hughes, and Thrane & Thrane, among others. Founded in 1998, Skymira
has offices in Connecticut and Texas. Information about the company can be found
at www.skymira.com.
SkyWave Mobile Communications is a global provider of wireless data
communications for the Machine-to-Machine (M2M) market. SkyWave’s products
provide dependable communication, tracking, monitoring and remote
management of fixed and mobile assets. Over the past 15 years, SkyWave has
designed, manufactured and shipped more than 450,000 Inmarsat-based satellite
terminals to customers globally in the transportation, maritime, oil and gas, utilities
and government sectors. For more information, please visit www.skywave.com.
Inmarsat plc is the leading provider of global mobile satellite communications
services. Since 1979, Inmarsat has been providing reliable voice and high-speed
data communications to governments, enterprises and other organizations, with a
range of services that can be used on land, at sea or in the air. Inmarsat employs
around 1,500 staff in more than 40 locations around the world, with a presence in
the major ports and centres of commerce on every continent. For the year ended
31st December 2011, Inmarsat plc had total revenue of US$1,409 million and an
EBITDA of US$854 million. Inmarsat is listed on the London Stock Exchange
(LSE:ISAT.L). For more information, please visit www.inmarsat.com.