When your company expands the communication horizons, that is, beyond your local networks, doubts and concerns begin for the security of your mobile data, for this we approach this guide for this purpose.By: Osvaldo Callegari*
This guide to survival is the key to selecting and planning a mobile field service solution. Strategies on how to choose the mobile device, allocate the necessary security and get a better return on investment are included. With this guide you will be able to meet the growing expectations of your customers, accelerate billing processes and increase the productivity of your workforce.
A complete mobile services solution, combining labor automation and mobile payment. you can generate more sales and offer better customer service, all without increasing your staff.
Moving from a traditional paper-based system to a mobile phone requires foresight and planning. The following strategies in this guide will help you ease your transition and execution of a field service, adding up to mobile payment.
There are several factors to consider for choosing the right mobile to serve as the platform of use. The options to consider are the following:
- Select the appropriate device class: there are two main classes of mobile devices:
1.Consumer class equipment
2.Enterprise-class equipment
Consumer-class devices have significant limitations in handling a field service (external and mobile data capacity). They are not entirely durable and some accessories are not available. With respect to enterprise-class equipment there is a big difference in different factors, namely for example, greater autonomy and battery management: an application manages the use and inactivity of the equipment making it consume less in downtime.
However, it can be tempting to opt for what at first seems to be the lowest-priced alternative. Although consumer devices are typically half to one-third of the initial price of enterprise-class devices, enterprise-grade devices actually offer a significantly lower total cost of ownership (TCO) in the service area.
According to research from VDC Report 3, the average is less than the $2,900 total cost of ownership per year for enterprise-class devices, compared to more than $4,000 for consumer-class PDAs, and more than 90% of the total cost of ownership for consumer devices occurs after the initial hardware purchase.
Other factors mean that in most cases enterprise-class devices allow better management in time and form, simultaneous operation and greater security in the transaction of air data.
An important factor is the work environment. Consider where and how your service personnel will use your mobile.
Service Areas
Choose a device that can withstand the environment where the work will be performed. The main causes of device failures are related to environmental issues.
These include exposure to extreme temperature fluctuations, water, humidity and excessive vibrations, especially in certain operations in the task field.
It is added the falls of typical heights, the spillage of water or liquids on the device; enterprise-class teams endure up to four times these technical difficulties.
It must have standardised protection for exposure to moisture and dust. If flammable or explosive materials exist, the device must be intrinsically safe from electrical energy consumption which must not be too high to cause an explosion.
• Assess data and voice capture needs: A single enterprise-class device can contain all capture data, mobile computing and communication requirements, while at the same time serving as a mobile payment mechanism through a plugin in the module and accessories such as printers with data capture functions can be included with any combination of 1D or 2D barcodes, direct part markup (DPM), RFID tags and image capture.
With the full voice function there is no need to carry a separate cell phone for communications, this reduces operating expenses and is more scalable for growth in the future.
• Consider the option of printing on site: Mobile payment systems allow field technicians to print invoices and receipts to customers in the field.
• Incorporate printing into a mobile payment services field: Select a mobile device that supports printing with internal and external options with connections such as Bluetooth for wireless integration or USB port for a wired sync connection.
• Previous review of accessories is no less important: accessories should be considered thinking about the long term, these options should be contemplated before buying the product.
This can mean a solution to the compatibility of future investments. Requirements usually evolve over time and the ability to improve your tools with new functionality rather than replace it can prove invaluable in the long run.
Some devices have a long list of accessories such as cribs and accessories while others are very limited. Optional keyboards (such as QWERTY, AZERTY or numeric) may be available to facilitate interaction between the user and the device.
Don't forget to compare the service options that some manufacturers offer as a guarantee of quick and complete replacement for your mobile devices, while others don't. In the case of Motorola, it has complete coverage from the beginning and includes normal wear and tear and accidental breakage at no additional cost, which almost eliminates the unforeseen repair costs.
Some brands of compatible printers with a well-known reputation are Zebra and DATAMAX O'Neill.
To facilitate the transition from a paper-based system and optimize the mobile solution, the backend of the systems and processes that will interact with the new solution must be evaluated. Inventory, pricing and billing procedures must be modified to ensure proper integration. To begin with, it is important that the inventory has precision and reflects the parts in the stock.
In most cases, a barcode or RFID warehouse management system will already be in place to ensure accuracy. The processes related to the technical work of order management and dispatch should then be examined to identify redundant processes that could be eliminated.
Finally, mobile payment systems work best with fixed prices for services, labor, and parts. Standardizing pricing on as many items as possible prior to implementation will maximize the field technician's ability to invoice and collect a payment.
Data Dangers and Threats
The threat of interception of sensitive information by hackers and viruses should not be taken lightly. With wireless data transmission, there is an increased risk of unauthorized APs, wireless wire fraud, Evil Twin, and man-in-the-middle, to name a few.
With the mobile payment system, not only is our customers' card information transmitted, whether credit and debit, data is also flowing to and from the back-end office systems. The cost of a breach could include tangible elements such as regulatory lawsuits and fines, as well as damage to a company's reputation and loss of business.
The key to minimizing this risk is to use a secure virtual private network (VPN) connection, designed for mobile environments. Although VPNs based on Internet Protocol Security (IPsec) and Secure Socket Layer (SSL) have long been used for secure remote access, they do not perform well in a wireless environment, with its limited and unstable broadband connection.
To address this issue, many of the enterprise-class devices already integrate VPN mobile technology, based on Transport Layer Security (TLS), which is optimized specifically for low-bandwidth networks.
Mobile VPNs provide authentication, encryption, and data integrity while allowing remote access to data residing in backend systems. Select mobile devices and TLS support solutions to meet the highest level of security possible.
Without a real-time connection between technicians and the main operation, it is not possible to fully utilize what are typically the most valuable assets of a field service operation: the workforce and vehicle fleet. Achieving reliable connectivity requires a robust, multi-layered wireless platform that can be tailored to specific operating needs.
Public and private sectors of wireless wide area networks (WWAN) enable real-time communication for workers outside buildings. In addition to full voice capability, WWAN allows field technicians on the way to access service level agreements, repair histories, maintenance procedures and cross-selling and even sell suggestions.
It also gives technicians the ability to capture used parts and time spent on the job, all through a single mobile device. When inventory and accounting systems are integrated, true visibility into inventory is achieved. With the addition of a mobile payments solution, technicians can capture customer signatures and upload process authorizations in real time, streamlining the billing process and exponentially improving the effective start-to-end of the cycle.
Real-time connectivity in business systems translates into greater inventory accuracy, fewer billing errors, and reduced productivity in phone calls from the field.
Mobile computers like those found in Motorola's 3G mobile computing offer WWAN the fastest and clearest technological option of connection to the head office. If WWAN is public, they are likely to be part of the equation of determining which networks offer the best value before selecting a device.
Mobile devices must have automatic configuration to an enterprise on 802.11a/b/g wireless local area network (WLAN) for more cost-effective voice and data services.
To print invoices in the field or collections in the field, you have to invest in Bluetooth for a wireless connection or a USB port for a wired connection. The inclusion of GPS capability for real-time visibility of all personnel and/or vehicles enables optimal routing. The end result is the best customer service and a reduction in fuel costs and fleet maintenance.
In the process of evaluation and selection of their mobile devices it is very useful to do the tests in the employee's field of work and that they experience the use and practicality, in addition, that the company obtains feedback that allows defining a strategy when acquiring the devices. This ensures productivity calculations and service.
Note: The brands and names mentioned are registered with their respective companies. References: Motorola™ and Aberdeen Group.
*For inquiries or concerns about mobile projects you can write to the author at: [email protected]
