ARCHIVE FOR THE ‘hardware’ CATEGORY

In the first part of the this two part series we explore why tablets are becoming the mobile computing option of choice as sales of rugged laptops decline in the consumer markets and if this trend is mirrored in field service industries as well... 

At first glance you would be mistaken for thinking that Apple invented the whole tablet industry when they brought the first generation iPad to the market just four years ago. However, whilst as with the iphone Steve Jobs’ and Co. weren’t so much the originators of this exciting new technology, they sure as hell were the ones that perfected it and brought the tablet computer into the mainstream.
In fact at the time of the release of the first iPad the Wall Street Journal went as far as to describe the device as being a “laptop killer”. So four years on, with the tablet revolution at full charge are we seeing the final days of the laptop?

And what about in the more demanding domain of field service where rugged laptops have been the solution for so long?

Processing power: Rugged Tablets now matching rugged laptops

One of the biggest barriers to tablet computing in both the consumer and commercial environments has always been processing power. However, within the last five years we have seen a rise in computational power within tablets. Whereas not so long go we may have faced a decision to opt for the portability and mobility of a tablet or the greater capabilities of a laptop. This isn’t the case today.

Motion Computing’s UK Head, Ian Davies concurs with this assertion. Davies states:

“The processing power of tablet PCs is no longer an issue in most discussions. Previously, some tablet users did have to decide between the ease of use, ruggedisation and mobility offered by tablets, versus the processing power and speed of rugged laptops, but no more.”

Davies is certainly well placed to comment as Motion are one of the leading providers of rugged tablets including the distinctive looking F5te.

The tablet, having been designed with field service in mind, is easily identified by its integrated carry handle, but it is what is inside that counts. Packing an impressive 8gb of RAM and with the option of a powerful i7 processor there is plenty of processing power available to match all but the very highest spec rugged laptops.

Consumerisation: The public embrace tablet computing

Another major factor in the rise of tablets within the workplace is the consumerisation of technology. With smartphones and tablets becoming commonplace within homes across the globe it is natural for organisations to harness this familiarity with the devices to ensure the investment in technology leads to improved productivity in the workforce.

Specialist hardware manufacturer Handheld UK’s Managing Director, Dave Cawsey confirms this saying

“Users are looking for the same/close to or similar feel of retail devices (IPad, Android and WIN 8 Tablets) they have at home in the work place, most IT departments are savvy of this connection and look to make the transition as ‘user’ friendly as possible to maximise workforce acceptance of a new system/device”

Within the consumer sector the trend is clear, tablets are on the rise.

Leading technology research house Gartner identified that large numbers of consumers are switching across to tablets as their main computer, and this is a trend that is set to continue rather than being a passing fad according to their research.

Carolina Milanesi, research vice president at Gartner commented

“While there will be some individuals who retain both a personal PC and a tablet, especially those who use either or both for work and play, most will be satisfied with the experience they get from a tablet as their main computing device”

Indeed Gartner state that 116 million tablets were sold in 2012, with circa 197 million tablets being sold in 2013.

They predict sales for 2014 will rise to 266 million and by 2017 they predict that this will rise to nearly half a billion.

The same report predicts a different future for laptops however, with laptop sales showing a year on year decline from 350 million in 2012 to 339 million in 2013. A similar trend is highly likely within the more specialised niche of rugged laptops.

Whilst some experts have tried to attempt to align this declining trend with the failure of Windows 8 to emulate the accessibility and functionality of both Android and Apple’s iOS operating systems, the added mobility of tablet devices versus that of both regular and rugged laptops can not be overlooked.

Also an added benefit is that as tablet devices comprise of a solid unit, rather than rugged laptops, which no matter how well built still have a slight weakness at the joint between the screen and keyboard, are naturally more robust.

Of course the combination of being both more robust and more portable than laptops makes tablets and smart phones a perfect choice for field service, so a shift towards away from rugged laptops and towards rugged tablets is certainly on the cards.

Look out for the second part of this feature where we examine the impact of the BYOD trend on companies purchasing rugged laptops, why tablets are perfect for ruggedistation and the solution for those field service technicians that require high data input levels.

Want to know more about field service hardware? Have a look at our online directory for articles, videos and other resources from specialist providers

Introduction

Founded in 2002, Cambridge Cognition develops and commercialises computerised neuropsychological tests. The company's proprietary technology platform, known as CANTAB®, the Cambridge Neuropsychological Test Automated Battery, is based on 25 tests and is now a market leader in two key segments: pharmaceutical clinical trials and academic research. This competitive edge is rooted in the extensive scientific validation of the test battery - unparalleled by others in the field.

These tests not only aid scientists around the world with active research into cognition but also assist pharmaceutical companies conducting clinical trials in order to understand the cognitive effects of drugs, especially in treating conditions like Alzheimer’s, Parkinson’s, schizophrenia, depression and ADHD. The majority of the world's top twenty pharmaceutical companies are Cambridge Cognition clients

The challenge

The CANTAB battery of tests is based on touch-screen technology to deliver rapid, non-invasive cognitive assessment, in the field and in laboratories. Up until 2010, Cambridge Cognition used a tablet PC with a resistive touch screen.

Due to the sensitive nature of the tests it is vital to maintain high performance standards for hardware.  Simple 1-to-1 replacement using different technology is not possible without extensive cross-validation.

Louise Ward, Logistics Manager, Cambridge Cognition explains: “Two critical factors must be borne in mind when it comes to the testing we carry out.  Firstly, testing may run over several years and throughout that period we need consistency to meaningfully compare data

“Secondly we cannot tolerate any degradation in performance of the hardware.  Our tests deal in millisecond reaction times as patients react to on-screen stimuli.  We simply cannot have any variation in results caused by the technology itself.”

The solution

As a CamTech customer since 2004, Cambridge Cognition turned to the systems integrator to specify a new solution based on the more stable capacitive touch screen technology.  Based on this requirement, as well as the form factor of the legacy hardware platform and the Windows basis of the Cambridge Cognition software, CamTech specified the Motion J-series.

In late 2010 Cambridge Cognition adopted the Motion J3500 and has since deployed around 700 units across the globe.

Weighing just 3.6lbs and coated in shock dampening rubber, the J3500 features:

• Capacitive Dual Touch display options for both finger and digitizer pen input
• An outdoor viewable 12.1” AFFS + LED backlight, screen available with View Anywhere or Gorilla® Glass for increased display damage resistance
• MIL-STD-810G and IP52 ratings for ruggedisation
• Hot-swappable dual batteries that can deliver virtually uninterrupted performance
• Industry leading anti-theft security technology suite
• A complete range of peripherals including a battery charger, FlexDock and attachable, spill-resistant mobile keyboard[/unordered_list] 

Because of the need for such high levels of accuracy, Cambridge Cognition subjects the J3500 to sophisticated in-house testing, backed by extensive user training.  The units are monitored and controls are in place to ensure consistency on a given unit throughout its lifetime.

Louise continues: “As a result of our evaluation of the hardware itself, we have realised that the J3500 and Motion have yielded additional benefits alongside the capacitive touch screen. Our users have fed back that the extensive battery life and the double battery capacity has enabled a lot more freedom in their work.”

“In addition the level of ruggedisation has been critical in ensuring the units perform as they should right across the globe.  The presence of two USB ports has also been a key factor in improving use out in the field as tests can be backed up to portable storage devices and our academic users can use software keys stored on USB sticks.”

“Even the more considered pace of upgrades to the units works in our favour as we need time to develop validation, training and support.  In this regard as well as during times when we need technical support our links to Motion and CamTech have been invaluable.”

Looking to the future, Cambridge Cognition is set to explore the options presented by the new J3600. One of the main benefits that this evolution in the J-series offers is that it is fully compatible with the J3500 and all associated peripherals.  This not only ensures continuity of testing but also protects the investment made so far.

Louise concludes: “We have some of the most demanding expectations of the technology we use and the J3500 has met them and in some cases exceeded them. We look forward to continuing our relationship with Motion and CamTech.”

Do you ever stop and think that the technologies that are now commonplace in the field service industry seem to be lifted straight from the pages of Star Trek creator Gene Roddenberry’s notebooks?

Certainly modern smart phones are on a par with the communicator devices found on the Enterprise, and now we are seeing the replicator come to life in the guise of additive (or 3D) printing. But what exactly is 3D printing, how does it work and what can it mean to field service?

3D printing 101:

As with most technologies, the background of 3D printing actually dates back much farther than it would appear at first glance. The first origins of the technology stretch back over 40 years to the late 70’s although the first working 3D printer is credited to Chuck Hall of 3D systems back in 1984. However, it wasn’t until the turn of the century that we began to see the technology finally become a commercial reality and since then there has been large growth in the sale of 3D printers as their price has become more and more accessible. In fact the 2012 figures put the market at $2.2 billion worldwide, an increase of 29% year on year.

The process itself involves making a three dimensional solid object, which can be virtually any shape from a digital model created using computer aided design (CAD) software.  In simplistic terms this is achieved by laying successive layers of material on top of each other. Essentially this is where 3D printing differs from all other forms of manufacturing, in that traditional methods start with a block and then subtract material until it is the right shape, in 3D printing you start with nothing and then add layers (hence the alternative name of additive printing) of material to build your product.

Within the last few years we have seen the techniques used in 3D printing (of which there are now many variations)  leap forward and products as diverse as clothing, turbine parts and even chocolates can now be created via a 3D printer.

3D Printing in the mainstream:

With the 3D printing industry now on set to explode into a fully-fledged mainstream industry we are seeing a number of companies now entering the market with home based 3D printers, most of which tend to look like a high end coffee machine and are available from anything for £500 to £3,000. In fact the market place is already becoming crowded with specialist makers such as MakerBot, Ultimaker and Cubify all competing with a variety of models, and surely it is only time before we start seeing bigger brands like Motorola or Sony enter the market place as well.

At the other end of the scale, there are companies like Makerbot parent Stratasys, a 3D printing company formed way back in 1989,  that offer 3D production facilities able to create specialist parts that capable of being both durable and intricate enough to be used in industries such as Automotive, Commercial Manufacturing and Aerospace.

Another big benefits of the additive process is that unlike traditional manufacturing of parts where the production run of a small number of a specific part is often simply uneconomical, the cost of manufacturing each individual part remains constant  regardless of the size of production run. This means that one off manufacturing of a part is now a completely feasible concept financially.

Also with any technology or as the market grows, so does competition, which in turn drives performance. Perhaps the most significant and dramatic improvement we have seen as a result of growing competition in this space is the speed in which the actual printing process is now completed. I remember seeing 3D printing for the first time just a couple of years back and whilst the end result was undoubtedly impressive it was still a relatively slow process. Today we are seeing print speeds of under 15 minutes for smaller to medium sized pieces.

So what does this mean to field service?

Well for a start lets take the two sides of the industry discussed... In home 3D printing,  we have seen a drive for smaller, more mobile printers and in industrial 3D printing we are seeing materials such as metals and high performance thermo plastics being used to create parts durable enough to have genuine commercial applications. Surely it is just a matter of time before we see these two elements converge to give us portable manufacturing capabilities?

In the not to distant future could we see field service engineers arrive on site identify which parts of a product need replacing and simply head into the back of the van, upload the specifications and print the part they need? With no need to wait for the parts to be firstly ordered and secondly delivered, we would be seeing first time fix rates soar.

How about we combine this technology with another emerging technology namely machine to machine (M2M) diagnostics.  Rolls Royce jumbo jet engines for example are already self monitoring, where the engine itself has it’s own built in computer system that relays information to their field staff.

It does not require a huge leap of  imagination to take this a step further... As soon as the engine’s computer reports a minor fault in one of it’s components it transmits this information to a local field team waiting at it’s next scheduled landing destination. The required part is then printed automatically on site thus allowing the field service engineer to quickly fix the issue with the freshly printed required replacement part ready to hand. An interesting concept isn't it?

Whilst the technology is still perhaps a few years away from being perfected to these levels of sophistication, it would seem that 3D printing could genuinely live up to it’s reputation of being the second industrial revolution and it’s impact on field service could indeed be quite spectacular.

 

 

This is the incredible statistic that US water utilities organisation Fort Bend County Municipal Utility District No. 25(FBCM25) announced after they eliminated a paper-based workflow and moved to work with Motion Computing's  J3500 Tablet PCs

Now they are fully equipped with the J3500 Tablet PCs, FBCM25 is not only benefitting from using the technology onsite at their sewage and drainage facilities but also in the field as mobile workforce carry out meter readings, inspections and repairs.

“We’ve gone from a manual paper process to a greener, paperless environment,” said Steve Kim, director, information technology, FBCM25. “Now, the Field Operations’ workflow depends on completely electronic service orders, which can be created, sent, uploaded and processed in real time. All the information collected in the field feeds back to the central database and updates the billing software in real time, meaning our billing department has access to the same information.”

A key benefit of using Tablet PCs (or any form of mobile hardware) is that the process happens in real time while the field  staff is are on the actual job site. This has allowed FBCM25 to cut out unnecessary tasks, resulting in a boost in efficiency and a reduction of man hours dedicated to each job. Another advantage that FBCM25 are finding is that the billing department is now able to update and dispatch new service orders throughout the day as and when they come in from the field staff who no longer need to return to base to file the orders. Again this has resulted in significant increases in the numbers of jobs undertaken each day.

Leonela Ruvalcaba, manager, billing and collections, FBCM25, notes, “The Field Operations team, billing department and customers benefit from the real-time access to information and improved collaboration. With the paper process, if a customer called and inquired about their service, the billing department provided the information the next day at the earliest. Now, the billing staff is able to research anything the customer wants to know while still on the phone.”

Taking care of the environment is also an important initiative for FBCM25. The District regularly develops new programs and works to educate customers on ways to reduce, reuse and recycle as well as conserve water. According to Kim, “FBCM25 is responsible for increasing awareness and finding new ways to reduce our footprint. We were able to lead by example and eliminate a paper-based workflow with the Motion Tablet PCs, while reducing vehicle miles, which validates our commitment to being green, saving over 7,000 pieces of paper a year on service orders alone.”

 

 J3500 Product Tour:

 

 

 

Introduction:

Tucker Gardner Residential Limited (Tucker Gardner) was formed in 2005 by the merger of two market leading property specialists: Tucker Gardner Partnership (established 1989) and Camflats Property Management Limited (est. 1983).

With a portfolio of services spanning residential sales, lettings, land development, planning consultation and mortgages, Tucker Gardner employs over 85 people and has specialist offices in Cambridge, Great Shelford, Histon and Ely as well as a showcase suite in Mayfair to attract the London and international markets to East Anglia.

Against a backdrop of 35% of the housing stock in the Cambridge area being rentals, the business has grown through a mixture of customer service focused investment in technology (including mobile solutions) and aggressive expansion.  Tucker Gardner currently manages over 2,500 properties in the Cambridge area.

The challenge:

A key service for rental landlords is the inventory check carried out at the beginning of each tenancy: listing and documenting the condition of various elements within the property, from the state of decoration to fixtures and fittings.  This has traditionally been carried out by hand leading to a time intensive process that saw an average of four hours spent writing up notes on site and a further three hours inputting the information into the Tucker Gardner database.

Faced with an ever increasing portfolio of properties to manage, Tucker Gardner began to look for a mobile solution to reduce the time spent on this largely administrative task.  Following consultation with CamTech, a leading local technology mobile solutions provider, Tucker Gardner invested in the Motion J3500 tablet PC and the iAssist inventory software from IT Proz.

The solution:

Tucker Gardner chose the J Series on the basis of its superior processing power, ruggedisation and ease of use.  Weighing just 3.6lbs and coated in shock dampening rubber, the J3500 features:

• Capacitive Dual Touch display options for both finger and digitizer pen input
• An outdoor viewable 12.1” AFFS + LED backlight, screen available with View Anywhere or Gorilla® Glass for increased display damage resistance
• MIL-STD-810G and IP52 ratings for ruggedisation
• Hot-swappable dual batteries that can deliver virtually uninterrupted performance
• Industry leading anti-theft security technology suite
• A complete range of peripherals including a battery charger, FlexDock and attachable, spill-resistant mobile keyboard

The benefits:

The J Series and iAssist have led to a substantial improvement in productivity for Tucker Gardner. Combined with docking stations, and a wireless mouse, the J Series now enables inventory checks to be carried out in approximately two hours and uploaded directly into the database.  Combined with a dedicated inventory resource, this mobile solution has freed the Tucker Gardner property managers to focus on developing properties and improvements in customer service.

The reduction in time spent on inventories has been especially noticeable around the seasonal peaks of sabbatical and annual term starts; previously managers ran up extensive overtime, something which has now been eliminated.

The network capability of the J Series enables communication with the office via email and instant messaging, as well as field research for subjects such as council tax bands or local services.

Stephen Hull, Lettings Support Administrator, Tucker Gardner explains:

“Out in the field, the combination of connectivity, ease of input and processing power means the J Series has cut time spent on inventories to such a degree that we are now thinking of rolling it out as a dedicated service beyond just our managed lets.  This will turn a cost centre into profit centre, built directly on the investment in tablet technology.”

“The iAssist software is easily customised to our precise needs and we have had strong support from both IT Proz and CamTech.   We are already looking to expand our investment in the solution with additional unit for our other offices, which will give us a standardised mobile platform throughout the network of offices.”

John Adamson, Managing Director, Tucker Gardner adds:

“We expect to realise full ROI on our investment in around a year, and the increase in customer service that the J Series and iAssist have enabled has been a huge benefit.  We are leaders in the Cambridge property market and it is investment in progressive solutions such as the J Series and iAssist that will keep us in that position.”

New updated range of rugged tablets  makes working in the field, at the warehouse or with the patient easier, faster and more accurate than ever claim Motion Computing...

Motion Computing, a leading global provider of rugged tablets and mobile technology built for business, recently  announced the expansion of its mobile technology platform.  Motion launched new image sharing & documentation software, an asset and inventory management UHF RFID reader*, workflow-enabling accessories and the latest generation of Motion F5 and C5-series Rugged Tablets.

“With this launch, Motion continues to fulfill the mission we set forth 12 years ago,” said Peter Poulin, vice president, marketing at Motion.

“To provide the mobile workforce tools to complete their work easier, faster and more accurately.   As we strive to deliver innovative technology, we never lose sight of our customers – the mobile workers.  Their needs remain at the forefront of all our offerings.”

Motion’s new software, SNAPWORKS by Motion is an intuitive, touch-based camera application that provides mobile workers an easy way to capture, annotate and share images. The new EasyConnect RFID Long Range Reader transforms Motion Rugged Tablets into long range UHF RFID tag readers for obtaining and processing critical asset data from a distance - ideal for an oil rig, rail transportation or warehouse environment.   And, the just released Multi-Bay Battery Charger accessory charges up to 5 batteries at the same time.  The charger is ideal for multi-user work group that facilitates a team-based, pooled work environment.

In addition to the software, RFID reader and charger, Motion has released the latest generations of the F5 and C5-series Rugged Tablets.  The Motion F5te and C5te offer uncompromising levels of power, security and manageability with integrated field tools that improve documentation and collaboration.  Running Microsoft Windows, the tablets are designed to optimize the performance of mobile workers across industries like utility, insurance, public safety, retail and healthcare. The convenience of touch navigation, accuracy of pen input, durability of Corning Gorilla Glass and visibility of View Anywhere Display Durability provide functionality without the extra weight and price associated with traditional fully-rugged devices.  Motion offers convenient options for enhanced mobility including tailored docking, mounting and charging solutions.  Powerful Intel Core™ i3 or i5 & i7 vPro™ options with Intel Hyper-Threading technology provide higher performance.  New features include 10-point touch panel with Windows 8 Pro support, SNAPWORKS by Motion,  Multi-Bay Battery Charger and EasyConnect RFID Reader.

*The UHF RFID Reader will be available late Q4 2013.

 

Against a pan-European backdrop of regulatory change, increased consumer awareness of price and choice and concerns over energy security, the utility sector is facing many challenges and opportunities over the next decade.  Motion Computing's Ian Davies discusses... 

Within the industry itself, the concerns of customer service improvements, the aging workforce and enabling a more responsive field workforce are driving many utilities to re-evaluate key business operations, processes and the technology that supports them.

Core to many of these initiatives and achieving new levels of service and field worker productivity is ensuring seamless access to critical asset and customer data. Research has confirmed a strong correlation between a highly productive mobile workforce and ensuring utility networks deliver continuous service and meet customer service standards.  As a result, empowering a mobile workforce is now a key concern for many utilities.  As both the workforce and utility infrastructures age, many utilities are considering wireless technologies to help manage information, assets and workers.

Mobile workforce applications in utilities:

Connecting your mobile workforce with the information and human resources they require delivers many strategic benefits to utilities.  These can be grouped into three main areas - reduced operating costs, improved asset life and increased customer satisfaction.

At the tactical level these benefits are seen in metrics such as increased on-time responses, greater “wrench time”, and more job completions. Travel to the next job is less which not only saves time, but also reduces vehicle emissions, and cuts down missed appointments.

The financial savings of this increased productivity are seen in decreased crew hours and overheads. Further improvements to the bottom line can be realised by automating the work order process to help reduce operating costs.

Additional benefits include enabling seamless, real time and interoperable communications with field workers, centralised support staff, utility management and first responders in emergency situations.  Management is improved by incorporating training, work administration, and performance monitoring.  And by improving collaboration and enhancing knowledge transfer, utilities can begin to address the challenge of an aging workforce.

The applications to enable these benefits can be covered off in three main categories:

Next Generation Asset Management and Analytics

Advanced analytics draw on powerful analysis platforms to present data and complex interrelationships in a manner designed for the business and operational needs of different types of utility employees. From the field, to the asset manager, to the board room, asset analytics provide critical intelligence to ensure that appropriate decisions can be made in real time.

Modern mobile versions of asset analytics provide utility field crews with a thorough understanding of an asset’s inspection and maintenance history and help field crews better understand the importance of the accuracy of data they are capturing.

Real-Time Scheduling

Customer service in the utility sector has been lagging and much of this has to do with how customers engage with their local utilities.

While many experienced field technicians generally know their territory and the likely duration of different tasks, the same does not hold for less experienced workers and frequently, schedules developed by less experienced workers, can result in productivity decreases. Mobile workforce applications that include real-time scheduling prevent this productivity drop-off. As the crew finishes its emergency tasks, real-time schedulers immediately produce new schedules that start from the current location and follow rules for task priority and drive time.

Job Training and Monitoring

Experienced workers carry in their heads the correct safety techniques and job structure. Mobile workforce software incorporates that knowledge and makes it accessible via tools like checklists and context sensitive help. It ensures that less experienced crews meet utilities' safety and compliance guidelines.

As a result, mobile workforce management software can standardise tasks and guide newer employees through each step, decreasing the time it takes to become productive.

These applications also enable better and more accessible asset records, improved documentation, and integration with video and image management solutions to provide remote support capabilities.  Integration standards also enable efficient cross-departmental business processes.

The right platform

A variety of mobile form factors are being used to support field workers in the utility sector, and tablets represent an increasingly viable choice.  The tablet provides a strong balance of a highly portable device with sufficient display real estate to support the graphics rich applications common in the utility sector.

As a result of these benefits, according to research by VDC, over six in ten utilities are either currently using tablet PCs or are evaluating tablets for use among their field workers.

While much of the attention directed towards tablets has been for consumer-oriented devices, consumer devices have limitations when it comes to enterprise-use cases.  The challenges end users express with consumer tablets in the enterprise span everything from core device functionality to management of these devices by enterprise IT departments and their security limitations. The ability to seamlessly interact with backend systems and integrate with legacy applications including support for capabilities such as rapid updating also rank highly in this list of concerns.

For utility service technicians, critical requirements of a successful mobile platform include:

• Durable, yet lightweight design. Failure rates are a critical concern as they can substantially disrupt workflows. Devices designed to withstand inclement conditions and the potential for occasional drops are ideal. Another key requirement is the ability to interface with the display with wet hands or in wet conditions.
• Display daylight visibility. While consumer device displays are visually appealing, in sunlight or ambient light conditions they wash out. A display that can be easily read in these conditions is a key benefit, if not essential
• Application suitability. Many back-end utility applications are designed to operate in a Windows environment. Leveraging these platform investments and ensuring forward compatibility is critical for many utilities.
• Input/output configuration options. Mobile workforce management applications require a variety of input/output configuration options ranging from signature capture, bar code, GPS, image and video capture, multi-touch interface and magnetic stripe readers.
• Embedded wireless functionality. With more data moving to the cloud, a seamless wireless network connection, carrier (3G/4G) or Wi-Fi is critical.
• Unobtrusive, yet robust security.   Security requirements are becoming even more stringent due to increased regulation.  For mobile devices this likely means both hardware-based encryption, trusted boot functions, data-at-rest encryption, and remote lock and wipe capabilities. While security – especially for mobile insurance solutions – needs to be unobtrusive, sacrifices for the sake of ease of use cannot be made. [/unordered_list]

Based on these demands, and the driving force of customer service improvements, an aging workforce and a need to reduce operational cost, the tablet PC is set to become a stable fixture across the utility sector, especially out in the field and on the front line of service.

Toronto-based tyre repair service JF Tire Service  eliminate paper processing, centralise scheduling and speed up invoicing with Motion Computing and KMP Designs

Motion Computing, recently announced that JF Tire Service, a leading tyre repair service provider in the Greater Toronto Area , is saving money and improving customer satisfaction with a mobile work order processing solution from Motion and KMP Designs.  Motion’s F5t Rugged Tablets run KMP Designs Work Order Automation Software to centralise scheduling and dispatching, reduce documentation and tracking time for field technicians, and speed invoicing.

“From our initial discussions with KMP Designs, it was clear tablet PCs were the obvious solution to run the work order automation software,” said Jan Francis, President, JF Tire Service.  “I was cautious about adopting an entirely new method of doing business, but once we had the opportunity to trial the the Motion rugged tablets and see firsthand how rugged and easy to use they were, we were sold.  The ergonomic design and integrated features of Motion F5t far surpassed any other tablets we trialed.”

Before the mobile solution was in place, JF Tire Service utilised an extensive paper-based work order system.  As the company grew, so did the amount of paper.  JF Tire Service determined it was losing $20,000-30,000 per year in revenue due to lost paperwork.  In addition, invoicing took 4-6 weeks from the time of service, technicians didn’t have any access to unit histories and a lot of field time was spent manually documenting work.

Now with Motion rugged tablets easily running KMP Designs software and two-way data synchronisation, a formalised information flow is in place. Work orders captured in the field are automatically synchronised to the central SQL Server database along with the customer’s electronic signature.  The ability to capture data electronically and synchronise throughout the day has reduced invoicing times from 6 weeks to less than a day from the time of service.  Productivity has improved due to streamlined dispatching and the costs associated with manual data entry, transcription errors, and chasing paper, have been eliminated.

“The Motion and KMP system has created a significant competitive advantage for JF Tire within the tire service industry,” said Francis. “The results have been realised across operations, billing and especially customer service.  Clients now have access to a secure website to track work order histories, job status and billing details.”

 

Overview:

The use of powerful mobile data capture devices and software can make a huge difference to delivery companies and their customers, particularly if the devices offer facilities such as image and signature capture. These can be used to streamline proof of delivery operations.  Leading parcels carrier, XDP,has installed a large number of Motorola devices sourced by Spirit Data Capture Limited, as well as specialist software developed by Spirit. These have already brought benefits of increased accuracy, time and cost savings, and higher customer satisfaction levels.

History:

XDP was formed in 1995 and is the largest privately owned parcels carrier in the UK. It has a network of franchises throughout the UK and Southern Ireland, comprising 80 depots. The company’s IT department provides 24x7 support to all depots and customers, which includes the provision of ‘out of hours’ telephone / remote support.

Over the past three years, XDP has developed and implemented a web-based system (XSYS) for its customers, depots and Head Office. This system now covers all aspects of the company’s day-to-day business operations, providing real-time, centralised information to all levels.

Implementing a solution to improve efficiency:

Some time ago, the IT department conducted a search for suitable hardware to streamline its operations. It contacted independent specialist Spirit Data Capture Limited, which sources, installs and supports both hardware and software for mobile enterprise solutions.

In the early stages, Spirit recommended the MC70 rugged PDA from Symbol. After Symbol was acquired by Motorola,XDP also bought over 200 MC55 rugged PDAs from Spirit. To add to these, XDP is now deploying the Motorola MC65 rugged PDA.

The M65 is the most rugged Enterprise Digital Assistant currently available. It enables mobile workers to have instant access to applications and information from the office. It also enables them to capture and process almost any kind of data whilst in the field, including photos and signatures. It is therefore ideal for delivery companies that need proof of delivery.

Spirit also offered XDP a software solution that complemented the hardware and integrated with the company’s own system. This was particularly useful, as XDP had experienced a number of problems with its existing software, which connected the mobile devices with its back-end system.

Chris Bailey, XDP’s IT Manager, explains: “The changes we’ve made have been largely driven by the commercial benefits involved. We had the confidence to make them because of our relationship with Spirit. The devices that Spirit has recommended have an overall better quality than those of other competitors, and they fit well into the hand. “A major factor in their purchase was the Comprehensive Service Contract provided by Motorola. We use this regularly as it ensures that we can keep all of our devices operable regardless of any damage they sustain in an often tough environment. I’m sure that the overall cost of this optional service would have been far exceeded by any repair bills over the years.”

Device usage:

The devices are used for barcode scanning within the depots to confirm the receipt of freight early in the morning and then later in the day when the drivers collect from local customers. The Motorola units are also used to capture an image for proof of delivery, which is made available to all parties through XSYS. Chris continues: “In the early stages of implementation, the devices were used solely inside a depot, with drivers capturing the proof of delivery information as they returned each afternoon.

Over time, we’ve acquired more devices and issued them to the drivers, who now perform the same operation during their deliveries.

“The Motorola units enable them to provide near-time information online, including the signed proof of delivery. This includes an image of a paper signature, rather than asking a customer to ‘sign on the screen’ - so it is a more accurate record of the signature.”

He adds: “Customers can now get near-time tracking information, particularly the proof of delivery images, which used to take up to 48hrs from delivery. The drivers have also received some benefits, because when they return to the depot they don’t have to enter all of their proofs of delivery onto a computer - they now capture them as they progress through their route during the day.

“Depots which input freight to the network now get far greater visibility of consignments and the administration need is reduced, as customers can see the same information. The depots can highlight areas to follow up and can concentrate their efforts on consignments that need attention.”

Chris concludes: “The Motorola devices have always proved reliable and the service we’ve received from Spirit has always been very professional. We experienced one issue which the operating system, but Spirit helped us with this and liaised with Motorola to identify a solution. Although we’re not making use of all of the other services that Spirit provides, it’s great to know that they are available if we need them. We look forward to any additional benefits that they are able to bring to our business in the future.”