We all understand how Unified Communications and mobile operations are essential to enable field workers to work more efficiently and effectively, but what about the customer? Is your company using the latest techniques to minimise the amount of time your field workers spend on the road and your customers spend waiting for field workers to arrive?
In this session, Yuval Brisker will share specific customer examples to highlight how companies can increase mobile workforce efficiency and at the same time improve the customer experience by setting schedules, managing appointments and maintaining customer communication whilst on the road.

TOA is the leader in Software-as-a-Service (SaaS) solutions for customer-focused scheduling and mobile workforce management; customers range 70 to 7,000 users across multiple industries. TOA ETAdirect modules include capacity management, schedule optimisation, mobile communications and predictive customer notifications; each quickly deployed to raise customer experience and workforce efficiency. Aboutime represents TOA in the UK.

View Aboutime / TOA Technologies's full profile

ClickSoftware is the leading provider of mobile workforce management and service optimisation solutions that create business value for service operations through higher levels of productivity, customer satisfaction and cost effectiveness. We offer a full range of service management software for any size of service organisation from 5 to 50,000, as well as a host of implementation, educational, and support services-all aimed at helping service organisations complete more calls per day, week...

View ClickSoftware Europe's full profile

DevelopIQ is an Elite BlackBerry Alliance Member, winner of the 2009 BlackBerry Innovation Award and a proven technical leader in developing and deploying enterprise & consumer applications on the BlackBerry smartphone At UC EXPO, we will be demonstrating PaperIQ, which is the market leading enterprise-class digital pen solution for BlackBerry with successful deployments in healthcare, insurance, construction, field sales/service, retail and local government. If you are looking to strea...

View DevelopIQ's full profile

G3 is an Avaya Platinum Partner specialising in designing, implementing and maintaining IP Telephony and Unified Communications solutions for businesses accross the globe. Our implementations enable companies to: • reduce operating costs • improve customer retention • increase productivity We're demonstrating all of the Avaya UC applications here at UC Expo.

View G3 Telecommunications PLC's full profile

Interchange is a BlackBerry Alliance Elite member with over 30yrs experience of developing and implementing custom mobile applications and enterprise systems integration on multiple device platforms including Blackberry, Windows Mobile and Android for both Enterprise/SME Business and consumer markets, as well as a broad range of packaged mobile applications.

View Interchange Group's full profile

Research In Motion Limited is a leading designer, manufacturer and marketer of innovative wireless solutions for the worldwide mobile communications market, notably the BlackBerry® smartphone range. Through the development of integrated hardware, software and services that support multiple wireless network standards, RIM provides platforms and solutions for seamless access to time-sensitive information including email, phone, SMS messaging, Internet and intranet-based applications. RIM tech...

View Research in Motion (UK)'s full profile

SOTI Inc. develops industry-leading technology that solves the unique challenges of Managing, Supporting, Securing and Tracking remote mobile and desktop computing devices. Organizations across all market verticals rely on SOTI products to achieve their ROI targets by increasing productivity, minimizing downtime and reducing labor costs. Today, over 80,000 customers and 300 local support partners in over 120 countries employ SOTI’s technology to manage hundreds of thousands of mission-critica...

View SOTI's full profile

The Barcode Warehouse currently supports over 50,000 hand held mobile computers for a portfolio of blue-chip organisations. This covers airtime, implementation, software, training, helpdesk support, repairs and reporting, taking all the pain away from the client. With its growing Managed Services division, the business is fast becoming the ‘first choice’ for businesses and organisations considering a major investment in mobile technology. Its Managed Services is underpinned by successful Di...

View The Barcode Warehouse's full profile

Beckman Coulter, a large multi-national medical instrumentation systems provider, improved the security and productivity of its field service engineers with Mobility XE Mobile VPN software. Now their engineers can access critical customer information securely and remotely from hospital labs, biotech facilities, university research centers or wherever their work takes them. Mobility XE also enabled field service and corporate applications to work seamlessly in wireless environments and in areas with intermittent coverage—eliminating repeated re-logins and data re-entry when users lost connectivity. Mobility XE also secured all transmissions to and from workers’ Pocket PCs and protects Beckman Coulter’s corporate networks from unauthorized access via encryption and device quarantine features.

Beckman Coulter Case Study 2007.pdf 138.72 kB

“The use of a mobile VPN has been integral to the delivery of agile working for our Mobile Workforce. The seamless ability to roam between various connections with little user interaction is proving invaluable; both in terms of keeping support to a minimum and the actual time users spend establishing a remote secure connection."

Richard Murphy
Network Services Manager
Birmingham City Council

OVERVIEW

The Challenge
To enable agile working for Birmingham City Council’s employees by supporting the Council’s agile working target and increasing the effectiveness of Council staff.

The Solution
Through the implementation of the NetMotion Mobility XE™ Secure Mobile VPN (Virtual Private Network), Birmingham City Council is delivering a secure, seamless, easy to use and cost effective mobile solution to the workforce.

The Results
Rapid adoption of the mobile solution by the Council’s employees who quickly identified work productivity benefits available combined with significant cost reductions for the Council.

The Benefits
NetMotion Mobility XE VPN has given Birmingham City Council a long-term solution that will help the Council reach their agile working targets; help improve the efficiency and effectiveness of their workers whilst also reducing their costs.

Using the skeye.pos mobile, a new serving with place service was implemented in the Düsseldorf ISS Dome.
The customers profit from better service, the caterer reports increased turnover.

ApplicStory-Dome-e.pdf 621.03 kB

Streamlined, reliable access drives strategic field‐service initiative.

With 23.9 million cable customers, Comcast Corporation is one of the nationʹs leading providers of entertainment, information and communication products and services. In order to fulfill promises to customers for timely service, the company embarked on an ambitious initiative as part of its “Dream Big” campaign. Reliable application access for field technicians was central to the effort – which is why NetMotion Mobility XE was the centerpiece of the mobile deployment.

Comcast_CS_v6.pdf 266.51 kB

With 23.9 million cable customers, Comcast Corporation is one of the nation's leading providers of entertainment, information and communication products and services. In order to fulfill promises to customers for timely service, the company embarked on an ambitious initiative as part of its “Dream Big” campaign. Reliable application access for field technicians was central to the effort – which is why NetMotion Mobility XE was the centerpiece of the mobile deployment.

Comcast_NMWCO_Case Study.pdf 266.51 kB

Diamond Management and Technology Consultants is a global management consulting firm that helps organizations develop and implement growth strategies, improve operations and capitalize on technology. With NetMotion Wireless’ Mobility XE Mobile VPN, DiamondCluster was able to secure their wireless networks without new hardware, standardize the solution across its disparate offices, leverage existing authentication methods and use its current network architecture without modification.

Cable provider dramatically improves performance of field service

Gartner Case Study on TOA Cable customer Oct09.pdf 464.70 kB

“This renewal aims to keep existing functionalities, but also and above all to develop new services for our customers, particularly by taking pictures of the tasks done using the new snapshot functionality. We also want to communicate faster with our field force thanks to wireless synchronization, and to secure productivity gains thanks to enhanced mobile applications."

Merseyrail needed to improve the way that its Revenue Protection Officers could process ticketing transactions whilst on board moving trains - but without access to networked computers. Staff previously always had to use paper based systems which were, cumbersome, inaccurate, inefficient and time-consuming. They wanted to be able to be able to interact better with customers and generally improve customer service. Read how Interchange developed a mobile billing and ticketing application for BlackBerry Smartphones combined with a Bluetooth printing facility to give Merseyrail’s Revenue Protection Officers instant access to everything required to help customers get the right ticket easily.

IG1050_0210 Merseyrail Case Study.pdf 607.78 kB

Spanish telecommunications provider deploys ETAdirect to achieve increased productivity and a dramatically enhanced customer experience.

Casestudy_ONO_052009.pdf 51.38 kB

Discover how Orkuveita Reykjavikur complete more jobs per day, reduce costs and improve service delivery with ClickSoftware.

OR_case study.pdf 345.70 kB

Find out how Pall-Ex expects to save £52,000 annually through the use of a Unified Hosted IT solution for its email and mobile working.

Pall-Ex case study.pdf 380.09 kB

How Skeye's mobile terminals support Royal Automobile Club boosting its effectiveness.

ApplicStory-RAC-e.pdf 1.25 MB

The skeye.allegro LS helps make the daily work of the delivery staff a great deal easier.

ApplicStory-SchweizerischePost-e.pdf 423.03 kB

The efficient utilisation of field resources is critical to the success of many business processes. Torex contacted Interchange Group, as their long-time service and customer management software supplier, to help them replace an ageing mobility application for their European field service engineers.
Torex wanted to benefit from current mobile technology that could carry them forward for the next five years and beyond and also enable them to decrease costs and improve productivity, customer service levels and security.
Torex required a distributed application that could work happily in or out of the office across all their European businesses, that was reliable, would support current needs, and that would provide a foundation for ongoing extension of the functionality to improve and streamline on site customer service. Interchange Mobility Suite™, a highly flexible mobile working workflow platform that enables business applications to be accessed via a single user interface with a single user log-on, was selected for the task.
Within just 12 weeks, Interchange was able to implement the solution where for Torex’s back office service management application integrates with Mobility Suite on BlackBerry® smartphones using Web Services to provide robust and efficient communications between the BlackBerry Enterprise Server and BlackBerry.

IG1038_0210_Torex_CS.pdf 518.02 kB

The field engineers at Portsmouth Water were spending a great deal of their time on the road visiting customers all across the region. To receive vital information about the next job or close down a completed call out, staff had to travel back to the company’s headquarters in Havant to fill out the requisite paperwork. This labour-intensive process not only increased staff travelling time, it also reduced how many calls each engineer could handle in a day.
When Interchange analysed the requirement with the Portsmouth Water team it was identified that a key need would be to both minimise the “in use” cost of operation and keep the service team in the field to maximise productivity. The Interchange solution now integrates seamlessly with the company’s existing software package, to enable engineers to complete and submit job forms in real time. Engineers can receive electronic job sheets and send emails on the move, as well as access their Outlook calendars. All information relating to the status of jobs is now dispatched straight to the BlackBerry® smartphone.

IG1037_0210 Portsmouth Water CS.pdf 582.81 kB

Unified Communications solution saves thousands on teaching cover, drives up exam results, and increases staff productivity

WoottenBassett.pdf 218.89 kB

Discover the Best-in-Class Vendors Who can Help You Achieve Success

Mobile field service solutions form the backbone of effective service delivery, providing the link between the back-end of the service organization and the mobile worker-often times the only component of the organization that touches the customer. Aberdeen's data indicates that 96% of survey respondents claim that effective mobile field service-related process and solutions are paramount to the performance of their service organization, and these tools have become more important given the uncertain economic and rising cost pressures. In addition, more workforces are equip with mobile devices for work order management, scheduling and other capabilities, and as such the need for well-integrated mobile field service solutions is high. This report is intended to help facilitate an understanding of, and assist in the selection of mobile field service solutions for service and manufacturing firms.

The Aberdeen AXIS provides:

Best-in-Class performance evaluations of vendors based on KPIs from Aberdeen's benchmark studies

An assessment of each vendor's market readiness determined by over 250 evaluation criteria.

Aberdeen-Mobile-Field-Service-Axis-Report.pdf 1.29 MB

All of the recent hype in the mobile industry has been around the iPhone. But with the unveiling of the open-source, license-free mobile operating system Google Android, that is destined to change.

And why is that so?

AndroidWhitePaper-TigerSpikeOct08.pdf 310.17 kB

There has been much hype surrounding the latest product offering from Apple – the iPad. On Wednesday 27th January 2010, Apple CEO Steve Jobs announced that the product would begin shipping in March 2010 to customers in the United States with international rollout, whilst unconfirmed by Apple, expected to follow soon after. Apple claims that the iPad falls under a totally new genre of device, and is positioning the product somewhere between the laptop computer and the mobile smart phone.

The iPad is being priced according to this market positioning, with US prices ranging from $499 to $829. International pricing is yet to be announced which will clearly affect the uptake of the device. If the market does not respond as favourable to Apple’s initial proposition, there is currently speculation that the pricing may be dropped to increase the uptake.

Think about how the iPad will feel in your hand. Is it really just a ‘large iPhone’ or is it an opportunity to create a brand new interface with your content? Web has traditionally been a 3 to 4 vertical column set up, mobile a 1 vertical column set up, but the iPad has a dynamic, flexible grid like structure that opens up great new interface opportunities. Of course content creators can treat it like a large iPhone, but those content owners who create a unique interface that captivates consumers will win. As content moves to become ubiquitous it is the user interface that will define choice of content provider. Make sure your interface is so great that consumers will pay for it and can’t wait to virally share it with their friends.

TigerSpike_iPad_WhitePaper_February2010.pdf 209.75 kB

Already a crowd pleaser for consumers and marketing managers alike, the new features will ensure the iPhone becomes an integral part of ongoing digital brand strategy. After all, it is an ever evolving global platform that now comes with a proven track record.

This is the new device that runs the 3.0 software. The ‘S’ stands for ‘speed’ and loosely draws
parallels with the Porsche Boxter S or the Aston Martin DBS. Sleek, stylish, and swift? The new
phone was announced on 8th June at WWDC and at first glance does appear to live up to
expectations.

Primarily, this document deals with the new features of the 3.0 software as it is these that will
impact most upon the marketing world. In terms of the device upgrade, the only real differences
are speed and the enhancements made to the camera.

TigerSpike_iPhone 3 0_Overview.pdf 221.67 kB

Customer Appointment Management™ (CAM)

- Next Generation Strategies for Managing the Mobile Workforce and Enhancing the Customer Experience

Customer Appointment Management - TOA-WhitePaper_0061809.pdf 86.60 kB

The scheduling of field resources is an immensely varied and complex problem to solve. Within one company there can be many different types of field resources, work types, shifts and customers.

For organizations that are considering a mobile workforce scheduling solution, there are a host of things to consider; cost versus benefit, change management concerns, personnel needed to implement the project and so on.

This whitepaper delves deeper into how an optimized scheduling solution considers the variances within a service business and takes advantage of the optimization points to deliver service delivery improvement.

A-Z-of-Scheduling-Optimization-Nov-09.pdf 1.03 MB

Trends in Mobile Field Service

Empowering your Field Technicians to Deliver Better, Faster Service
As service and manufacturing organization look to break free from the constraints of the current economy and drive service productivity, they are increasingly looking to equip their technicians with mobile devices to allow them to escape from the bounds and limitations of paper based processes. However, a majority of organizations continue to struggle with truly mobilizing and empowering their field workforces with the right capabilities needed dot facilitate effective service delivery. Those that are successful in extending the back office to the field with convenient well integrated workflows have experience significant 17% gains in the service profitability from the deployment of mobile solutions.

Trends-in-Mobile-Service.pdf 671.54 kB

The CommonTime Mobile Enterprise Application Platform (MEAP) is a complete set of products and services that enable enterprises to design, develop, deploy, and manage dynamic mobile applications.

CommonTime_MEAP_Datasheet.pdf 1.13 MB

Interchange ePocketBook is a multimedia notebook for the BlackBerry™ smartphone. With ePocketBook from Interchange you can take notes; store photos; record sound; and GPS track your precise position with just a few clicks to supplement any field work order with multimedia recordings and location information - and have these synchronized back to the office over the air, immediately. In the event of loss of connectivity, ePocketBook will work in offline mode until a connection is restored.

ePocketbook 1029_0210.pdf 699.54 kB

Introducing the functionality of ETAdirect scheduling and mobile workforce management suite.

TOA ETAdirect DataSheet_031809.pdf 59.09 kB

Is there anything it can't do?
Take a Windows PDA with 3G HSDPA.
Add more radio capabilities with GPS, WiFi and Bluetooth®.
Give it a camera and a full VGA display.
Design it with Natural Task Support™ the best ergonomics in the business.
Now drop it on to concrete from five feet. In the shower.
Pick it up and get to work.
You've just invented the Ikôn

Ikon_Spec_Sheet_A4_EN.pdf 2.24 MB

Business continuity plans often fail to address staff communication and collaboration - essential when information is needed quickly in a crisis. InstaNet Business Continuity from Interchange provides a total corporate information tool that doesn’t rely on email. With InstaNet you can securely deliver documents, procedures, service manuals, diagrams, videos, rotas etc directly on to individuals’ BlackBerry smartphones, unobtrusively and reliably; and be assured that the information will be refreshed each time it is updated at the office. So when staff need to access critical information, it is available immediately - even if your IT systems or mobile network isn’t.

IG1035BC_0210 InstaNetMobile Bus Continuity .pdf 624.57 kB

With more staff working out of the office, email is commonly used to deliver staff communications content but, increasingly, businesses are finding that important information is either delayed or even worse missed as messages get buried in a quagmire of unread email.
InstaNet uses a combination of communications technologies to extend your corporate information system via BlackBerry™ smartphones to produce a solution that keeps people up to date and informed no matter where they are by avoiding the email deluge to ensure that key messages are delivered promptly, at the right time and in a highly visible manner.

IG1035_0210 InstaNetMobile .pdf 623.46 kB

The efficient utilisation of field resources is critical to the success of many business processes. Organisations invest heavily in internal systems to manage front of office processing such as customer call centres, helpdesks and order processing as well as back office systems for contract management, logistics, billing and order fulfillment. Now, with Mobility Suite from Interchange, the technology exists at an economic price to extend these systems into the field and maximise the efficiency of field based resources by enabing mobile workers to manage workloads and internal / external messaging communications.

MobSuite_IG1036_0210.pdf 703.07 kB

mDesign Studio gives business process managers the tools to design, develop, deploy and manage dynamic mobile applications for multiple device types without the need for programming knowledge.

CommonTime_mDesign_Studio_Datasheet.pdf 952.67 kB

The Analytics Module delivers insight into the performance of the mobile deployment and promotes hands‐off management. It provides detailed statistics on usage; intelligence on the networks and applications used; and automated notifications that save time and facilitate fine‐tuning and capacity planning.

NetMotion_Mobility_90_Analytics_Datasheet.pdf 326.99 kB

The Mobile NAC (Network Access Control) module ensures that devices have required security measures in place before allowing connectivity and granting access to applications and data. Mobile NAC also works with the Policy Management module to remediate devices without impacting workers.

NetMotion_Mobility_90_NAC_Datasheet.pdf 196.01 kB

Mobile computing, particularly over wireless and public networks, presents new management and security challenges. Often, there are multiple networks, many types of devices and different groups of mobile workers with varying roles and application requirements.

The Mobility XE Policy Management Module gives administrators unprecedented flexibility and control over mobile productivity and security by creating custom policies to manage access to network resources. Conditions and actions can be combined to help control WWAN costs, bandwidth usage and user experience according to your organization’s security policies. Basic block, allow, disconnect or pass-through actions can be assigned to parameters such as network interface speed, network name, IP address, date and time, OS version, and application name.

Policy Mgmt Module Datasheet.pdf 267.40 kB

Mobility XE is a software-only Mobile Virtual Private Network (Mobile VPN) that provides secure, continuous remote access to network resources and applications from mobile devices over any wired or wireless IP-based network. Industry-leading Mobility XE enables organizations to maximize the productivity and management of their worldwide mobile workforces, deliver flexible remote access, and safeguard the security of their data and networks and using Mobile Network Access Control (NAC).

NetMotion_Mobility_90_Datasheet.pdf 234.19 kB

Providing lone or remote workers with a mechanism to raise an alarm, whether in a planned and controlled manner or in “panic alarm” mode, can be a key requirement for complying with Health and Safety and Duty of Care legislation.
With both a “click to trigger” instant alarm facility and a deferred alarm options, Personnel Alarm from Interchange means not only is an attacker aware than an alarm has been activated with visual and audible alerts (if required) but, perhaps more importantly, so are colleagues or a remote support monitoring unit that can offer or organise assistance.

IG_1032_0210 Personnel Alarm.pdf 466.29 kB

Two significant benefits of providing officers on the beat with access to PMA are increased visibility and enhanced operational efficiency. Officers won’t have to return to their stations so frequently, or need to spend nearly as much time on computers while they’re there. That’s because they will be able to achieve far more while they’re on the beat: “admin” time becomes transformed into active time in the community.
While we can provide PMA as an end-to-end solution, BlackBerry’s included; forces that have already deployed such devices can also take advantage of PMA to generate real benefits for those deployments.

BT PMA Police brochure.pdf 708.50 kB

skeye.guide is a new navigation solution for flexible field service management
It has been optimally tailored to the specific needs of mobile solutions in the field service and in logistics, helping you to avoid the cost of unnecessarily travelled distances.

skeye-guide-e.pdf 828.24 kB

The Mobile High-Performance UHF Reader supports applications in retail, logistics and industrie.
The integrated long range UHF reader, barcode scanner, WLAN, Bluetooth, and GPRS components ensure the unit will handle new emerging auto-ID tasks meeting the EPCglobal standard.

skeye-integral-UHF-e.pdf 508.10 kB

The skeye.pad automotive is the perfect co-driver for logistics, transport and field service
applications. It has been particularly designed for use in vehicles to support the driver,
disposition and entire fleet management.

skeyepad-automotive-e.pdf 737.52 kB

The skeye.pad MPC contains the full range of technology for modem mobile computing
applications. Equipped with WiFi, Bluetooth, Ethernet, USB and a Cardbus slot, the skeye.pad MPC
is the perfect companion for the daily mobile usage.

skeyepad-mpc-e.pdf 344.77 kB

Improve your business processes and increase the productivity of your workforce. Give your mobile workers the information and functionality they need, when and where they need it.

ClickSoftware Mobility Suite.pdf 947.88 kB