mobile solutions on-the-go and ready for action

Mobile Solutions On-the-Go and Ready for Action

A M O B I L E E N T E R P R I S E C U S T O M P U B L I C A T I O N

S P O N S O R E D B Y

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PubisherDorene [email protected]

Assistant to Publisher Jen [email protected]

Editor-In-ChiefSusan [email protected]

Contributing Editor Tim Scannell

Creative DirectorColette [email protected]

Corportae OfficeEdgell Communications4 Middlebury Blvd.Randolph, NJ 07689 (973)607-1300

2 | Mobile Solutions On-the-Go and Ready for Action

3 Feature Story: Unlocking The Power Of Mobile Resource Management

5 MRM Technology Trends: Moving From A Sometime World To A Real-Time World

10 Case Study: Xora GPS TimeTrack from AT&T Is Key To PRC’s Productivity Game Plan

11 Case Study: Mobile Tracking Delivers High Productivity & Peace Of Mind For Falcon

12 Analyst Outlook: Future Is Bright For MRM Solutions, But Not Without Challenges

13 Product Overview: Essential Tools For Successful Mobile ResourceManagement

WELCOME TO THE NEWWORLD OF WORK

IMPORTANT INFORMATION: This document and the information contained herein is pro-

vided to you for informational purposes only. You are responsible for making your own assess-

ments of the information and are advised to verify all representations, statements and informa-

tion before using or relying upon any of them. Actual results may vary. Mobile Solutions from

AT&T: Coverage not available in all areas. Availability, security, speed, timeliness and uninter-

rupted use of service are not guaranteed. Compatible device required. Additional hardware, soft-

ware, services and/or network connection may be required depending on selected solution.

Additional restrictions apply. For pricing and complete details for the solutions discussed in this

document, see specific AT&T brochure and/or contact an AT&T sales representative. Offers

subject to change.

Improving productivity of employees who work outside ofthe four walls of the enterprise is a challenge.

Today, leading companies are using mobile resource solutions that takeadvantage of real-time data and technician/vehicle location to improve theirdecision making abilities and gain profitability and efficiency. Wireless tech-nology provides access to critical information in real-time, eliminating fric-tion from the processes, and driving productivity.

In recent years, many of the barriers to adding real-time mobility to fieldbusiness processes have been removed. Cost-effective, easy-to-implementsolutions are now available with off-the-shelf software, dramaticallyimproved networks and a broad selection of business devices — for everyworker and every type of work.

AT&T has assembled an unprecedented set of assets and resources tomake the promise of real-time a reality. Our goals are to deliver tangible,measurable business value from mobilizing field service business processes,and to make every implementation a success with comprehensive support atevery step of the way.

By partnering with industry leaders, your organization can reap the bene-fits of mobility today, as many successful companies across industries havedone. Wireless is an effective tool for business process improvement — andin field service, a way to create sustainable competitive advantage.

This report provides a practical overview of the power and potential ofenterprise-class mobile resource management solutions. In it, you’ll findreal-world examples from enterprise end users as well as the latest news ontechnology trends and features. We trust that these will serve as a launchingpad for ideas and best practices that you can put into use at your organiza-tion today and in the future to achieve your own success story.

Igor GlubochanskyDirector, Industry SolutionsMobility Product ManagementAT&T Business Solutions


Mobile ResourceM a n a g e m e n t(MRM) technol-ogy has evolvedfrom a limited

set of proprietary tools that onlylarge organizations with extensiveIT support could afford, to arepeatable and scalable set of appli-cation solutions. Providers such asAT&T can deliver these solutionsend-to-end, from concept todeployment, in collaboration withleading applications providers,including TeleNav, Xora, Webtech

Wireless, Trimble NavigationLimited or Antenna Software.

Location-based services are keyfor enabling today’s mobile work-force. These provide functionssuch as simple time-stamping,which allows users to track whenproducts are delivered, or allowsmanagement to document when aworker arrived at or left a job site.Field organizations can drive addi-tional value and extend deploy-ments to provide enhanced dis-patch services, real-time employeeand asset tracking, extensive

Mobile Solutions On-the-Go and Ready for Action | 3

UNLOCKING THE POWER OF MOBILERESOURCE MANAGEMENT

8 Feature Story

LOCATION-BASED SERVICESARE KEY FORENABLINGTODAY’S MOBILEWORKFORCE.

reporting capabilities, and otherremote management and transac-tion processing tools.

To help organizations embracemobility solutions for field serviceautomation and fleet manage-ment, over the past several years,AT&T has created an industry solu-tions mobility applications practice thatis focused on delivering enhancedproductivity through real-timeinformation and location-basedservices to enterprises in select ver-tical industries. Through its largeecosystem of alliances with leadingvendors, AT&T’s suite of mobileresource management solutionscovers the flow of goods and servic-es across the entire supply chain.

One example of a successful

MRM deployment is C.R. England— one of the largest refrigeratedtransportation carriers in theindustry, with more than 2,600trucks and 5,000 drivers servingthe 48 contiguous states. The com-pany’s deployment earned it anHonorable Mention in the SupplyChain category in the 2008 MobileEnterprise Mobilizer Awards.

In January 2008, C.R. Englanddecided to deploy TeleNav Trackon AT&T smartphones. TeleNavTrack improves communicationfor C.R. England by combining thetracking capability of a GPS systemwith the two-way voice communi-cation of push-to-talk.

The AT&T/TeleNav Track solu-tion also improves communica-

tion by enabling C.R. England to:· Send messages to drivers’phones · Receive canned responses fromdrivers so as not to distract themfrom the road· Send messages to select groupsof drivers · Reroute drivers around weath-er and traffic to maintain on-time serviceThe company’s ability to moni-

tor its drivers and shipments hasimproved with TeleNav Track’sGPS capabilities. The system’sBreadcrumb Report provides a his-tory of drivers’ movements withthe time, location, speeds and GPScoordinates for every truck in itsfleet. Alerts notify the companywhen drivers stop, go off route orexceed speed limits. TeleNavTrack’s GPS data also enables thecompany to verify arrivals anddepartures at the hub station. Thisdata allows the company to man-age its shipments, improve driveraccountability and compliance,and eliminate potential disputes.

C.R. England has easily recov-ered a return on its investment.“After deployment, our servicewent through the roof,” says TomSlaughter, Senior OperationsManager. “This has more thangiven us our ROI. Even with suchstrong numbers, we have onlyscratched the surface of our ROIpotential.”

Maintaining Close ConnectionsAdvances in wireless-enableddevices and the emergence ofincreasingly sophisticated smart-phones have clearly highlighted


Feature Story | UNLOCKING THE POWER OF MOBILE RESOURCE MANAGEMENT


the enterprise benefits of enablingemployees to do their jobs in a per-vasively connected environmentand managing customers, prod-ucts and assets on a real-time basis.

MRM devices that rely on bothcellular and GPS communicationscan be used to maintain close con-nections with remote workers inthe field and intelligently dispatchthem based on their locations.This real-time tracking and assetmanagement capability can pro-vide a number of ‘hard dollar’ ben-efits, including:

· Reducing overall costs andresponse times;· Improving reporting capabili-ties between field activities andback-end information systems · Managing fuel costs and limit-ing delays by finding the mostefficient route in terms ofmileage and then remappingroutes in response to frequentlyupdated road condition infor-mation;· Eliminating or reducing costlyand unnecessary paperwork (inthe field and at the point of cus-tomer interaction);· Reducing errors and duplica-tion of effort in the field, andthereby making optimum use ofworker time.· Providing more complete andtimely services in the field, there-by accelerating billing andaccounts receivable. An interactive and cohesive

MRM system can also deliver somevery tangible ‘soft dollar’ benefits,especially when combined withcustomizable forms and automatic

Next-generation Mobile Resource Management (MRM) solutionscan be used to automatically track employee and asset location,enhance and automate dispatch capabilities, capture and sharefield data, and improve customer relations by extending front-and back-office resources directly to the point of customer con-tact. These capabilities not only have the potential to reduce

operating costs (by minimizing errors, eliminating duplication, and speeding thetransaction process), but can also streamline activities across the entire supplychain by providing real-time access and accountability.

MRM solutions generally focus on three key applications segments: Field ForceManagement, Field Force Automation, and Enterprise Asset and ResourceManagement. However, these applications can be utilized across a range of dif-ferent industries, including transportation, healthcare, construction, financial serv-ices, manufacturing, retail and others. Specific mobile tasks that are common toeach of these industries include:

· Tracking, monitoring and location· Scheduling and dispatch· Schedule and event confirmation·Workforce management· Turn-by-turn navigation·Alerts and messaging·Business intelligence reporting· Forms management and processing· Capacity control and planning·Driver and mobile worker safetyThe impact that MRM solutions can

have on an entire business operation aresubstantial, due to the real-time dynamicsof the collected and dispersed informa-tion, and the ability to have each and every mobile worker acting as a connect-ed and collaborative team member.

Even the simplest MRM solution can:· improve the accuracy of job and location directions (thereby maximizingperformance and productivity);· increase the interaction between customer data and back-end supply sys-tems (accelerating transactions and account receivables); and· leverage forms capabilities (reducing paperwork and errors in the field andpoint of execution). The overall result is a streamlining of the entire business process and an

improvement in the accuracy of auditing and forecasting abilities, both of whichserve to create a proactive and competitive work structure.

While selecting the right mobile technology and applications solutions isimportant to a successful mobile management system, it is even more critical tomap out the current and future needs of the system as it applies to the individ-ual requirements of a business. This is why it is recommended to work with a solu-tions provider that is not only familiar with the capabilities of wireless mobile

MRM TECHNOLOGY TRENDS:Moving from a Sometime World To A Real-Time World

Continued on page 7 8


devices and wireless networks in general, but also has expe-rience working with companies and technology providers ofall sizes to plan and deploy mobile management tools.

Mobility application solution providers, such as AT&T, areuniquely positioned to work with users to define and executemobile management solutions because they have experienceproviding backbone wireless communications services for alltypes of applications, as well as a history of working with alltype of customers on productivity improvement applications.

It is also beneficial to have a single, experienced solutionsexpert to manage the planning and launch of a mobile man-agement project and manage relationships with technologyproviders, resellers and applications developers — all ofwhom may contribute to building an effective wireless mobilemanagement system.

In selecting a solutions provider, enterprise users shouldlook for those with:

·Middleware technology and development tools thatcan efficiently extend ERP, CRM and custom back-endapplications to a variety of mobile devices;· Consulting services that are sensitive to individualbusiness dynamics and can provide cost-effective appli-cations planning, development, testing, deploymentsand support;· A range of application management services thatoffer flexible deployment options, a solid return oninvestment (ROI), and low cost of ownership in ahosted environment.

MOBILE RESOURCE MANAGEMENTSOLUTIONS IN MOTIONMobile Resource Management solutions, such as TeleNavTrack and Xora GPS TimeTrack — both available through AT&Tand supported by AT&T mobile handheld mobile devices —provide basic services like GPS location tracking, wireless dis-patching and the ability to create and manage wireless forms.

However, each of these applications can be easily cus-tomized for specific industries, as well as individual user pref-erences, to deliver results that zero in on the demands of eachparticular industry and job function.

For example, in the transportation & logistics industry,wireless location-based services can help reduce coststhrough real-time tracking; increase efficiency through datacapture and reduced paperwork, improve compliance withdriver’s logs requirements, fuel tax reporting and idlingrestrictions; reduce fuel costs through more efficient vehi-cle routing; accelerate the sales cycle; and improve cus-tomer satisfaction.

In the consumer goods industry, wireless mobile tools canprovide a vital information link to sales staff, merchandisersand delivery people, help eliminate bottlenecks that occurthrough shipping and delivery errors, reduce excess invento-ry through just-in-time interaction with customers and sup-pliers, locate and dispatch field personnel, and provide man-agers with more timely order and inventory information.

A key benefit of the mobile management tools developedwith AT&T and its third party alliances are the ability to quick-ly make use of highly-effective applications that produce apositive ROI, and then grow these applications to fit the paceand structure of any mobile work force.

Another potential benefit of MRM is reduced carbon foot-print and increased environmental sustainability. In a recentenvironmental initiative, AT&T and WebTech Wireless Inc.,a leading provider of location-based and fleet telematicsservices, have teamed up to help the Port of Los Angelesand the Port of Long Beach improve air quality. The solu-tion will provide a wireless vehicle tracking and monitor-ing solution that supports the Ports’ Clean Trucks Program,a major air-quality improvement program. The devicessend vehicle location and diagnostics data over AT&T’swireless network to WebTech’s Web-based QuadrantTM fleet-management system. Quadrant monitors miles drivenwithin specified geographic boundaries (geo-fences) anddata such as idling time and fuel consumption, whichenables the Ports to quantify the pollution avoided anddetermine the cost-effectiveness of the program.

The solution will help facilitate having lower-emittingdrayage trucks serve the Ports and track whether truck own-ers and operators are complying with the requirements ofthe Clean Trucks Program. Additionally, the monitoring sys-tem facilitates truck and employee compliance with portsecurity and public safety standards.

“This initiative reinforces our commitment to provideinnovative solutions that enable our customers to increaseefficiency and productivity while also reducing carbonemissions,” says Denita Willoughby, VP, AT&T ExternalAffairs of the Greater Los Angeles area. “AT&T is proud towork with the cities of Los Angeles and Long Beach onthis effort to help reduce emissions and improve air qual-ity in the region.”●

APPLICATIONS CAN BE EASILY CUSTOMIZED TO

DELIVER RESULTS THAT ZERO IN ON THE DEMANDS OF

EACH PARTICULAR INDUSTRYAND JOB FUNCTION.


MRM TECHNOLOGY TRENDS: Moving from a Sometime World To A Real-Time World

report generation. Key amongthese benefits is improved cus-tomer satisfaction by providingmore complete services and timelyaccess to data at the point of cus-tomer contact. Such solutions alsocan have a positive impact on thetotal business process through newapplications such as real-timemapping and mobile transactionprocessing.

MRM’s potential impact on themobile operations and core busi-ness processes of most any compa-ny is driving the market for appli-cations and services from a littlemore than $723 million in 2005 to more than $1.4 billion by 2010, according to a 2008 Frost &Sullivan Report1. Fueling thisgrowth will be an increasing num-ber of MRM users, estimated to bemore than 3 million by 2010, andan expanding base of mobile users.Indeed, the number of mobileworkers worldwide is expected toreach 1 billion by 2011, with nearly75% of the U.S. workforce mobileby the end of that year, accordingto IDC Research 2.

Driving this growth is theincreasing sophistication andexpanded features of mobileresource management applica-tions. For example, in recentmonths, AT&T announced that itis broadening its fleet and mobileasset management portfolio withthe latest version of Trimble’sGeoManager™ solution. Thisenhanced solution enables fleetoperators to significantly reduce

operating costs by managingtheir vehicle assets more efficient-ly, which can help lower fuel andmaintenance costs.

Trimble GeoManager offerscompanies with light-, medium-,and heavy-duty transportationand field service fleets the abilityto track their mobile workers andassets by utilizing the latest ver-sion of Trimble GeoManagersoftware and GPS modems run-ning on AT&T’s wireless network.GeoManager provides an on-demand, Field Productivity &Management (FPM) solution thatintegrates GPS, wireless datacommunications, and a standardweb browser software interfaceinto a solution that helps supervi-

sors manage mobile workers,enhances efficiency for mobileworkers, and improves trackingof mobile worker assets.

“Trimble GeoManager andAT&T’s wireless network provedto be instrumental in strengthen-ing our customer service deliveryand improving our operationalefficiency,” says Randy Derricott,Director of Services atSimplexGrinnell, a leadingprovider of fire and life-safety sys-tems and services. “Since ourimplementation of TrimbleGeoManager we have experiencedsignificant cost savings in operat-ing expenses of our 4,000 fieldtechnicians, including fuel andmileage. We are pleased with the



Continued from page 5


1 North American Mobile Resource Management (MRM) Markets - Handset-based Field Productivity Solutions, Frost & Sullivan 2008.2 Worldwide Mobile Worker 2007-2011 Forecast and Analysis (IDC #209813), January 2008.

results being provided by this reli-able mobile resource managementsolution.”

AT&T has been working withTrimble for several years to pro-vide companies with comprehen-sive fleet tracking solutions.Trimble GeoManager now offerscustomers an enhanced user inter-face with improved map and statusviews, allowing for more informa-tion at the customer’s fingertips.Additionally, new LandmarkUploads, WLAN Usage, ScheduleReport enhancements, Driver Logs,and Organizational Hierarchyimprovements allow for simplifiedadministration.

“Fleet managers are challengedto reduce operating costs andmaximize return on assets,” saysIgor Glubochansky, Director,Industry Solutions, AT&TBusiness Solutions. “TrimbleGeoManager helps remove thecomplexity by providing a singlepoint of contact to help deliverthe latest tools and technology tomanage service fleets, ultimatelyresulting in helping to improvecustomer satisfaction.”

Taking Mobile Workforces to the Next LevelThe rapid emergence and adoptionof smartphones — capable of voiceand a wide range of data services —is also a catalyst for the growth ofmobile application enablement asa business initiative and competi-tive mandate. In 1Q 2009, smart-phone sales surpassed 36.4 millionunits, a 12.7% increase over the

same period in 2008, accord-ing to market researcherGartner, Inc.3

Even though use ofsmartphones is growingrapidly, many enterpriseshave yet to realize the fullpotential of these devicesthat can be unleashedthrough efficient mobilesoftware applications.Such tools can quicklytake a current or evolvingmobile workforce to thenext level by providing tools thatcan result in faster and more accu-rate transaction process, and candeliver a more intuitive and collab-orative mobile resource work envi-ronment.

A successful example of businesstransformation using mobile tech-nology is Acosta, one of NorthAmerica’s most technologicallyadvanced sales and marketingagencies.

To surmount today’s high per-formance bar, Acosta’s state-of-the–art proprietary NorthAmerican Retail Systems (NARS)enterprise platform connectsfield workers to headquarters forreal-time reporting and fastanalysis of field conditions, fact-based decision-making, andimproved cohesiveness betweensales, marketing and operations.Acosta’s recent decision to equipall retail coverage merchandisers inthe United States with a smart-phone, the HTC Fuze™ fromAT&T — for use as its exclusivebusiness intelligence tool — brings



those benefits to life.“We are in the business of pro-

viding meaningful solutions forour customers and clients,” saysBrad Smith, SVP RetailOperations, Acosta. “Our relation-ship with AT&T and the HTCFuze™ has moved us to a higherlevel of execution, with total meas-ured productivity improving by 6%in test markets. Being able to bringcutting-edge capabilities and effi-ciencies to the field has producedincredible energy with the teams.”

Despite the wide range of datacollection tools and solutions inthe market, most enterprisesprefer to deal with a singlesource to provide solutions thatrelate to the specifics of theirmarkets and core businessneeds. These companies wantsolutions that are simple andeffective, yet designed to fitsmoothly into their current andevolving business practices with-out a great deal of disruption.


Dataquest Insight: Market Share for Mobile Devices, Gartner Research,1Q ’09.

▲ HTC Fuze


Small- to medium-sized com-panies may also be reluctant toconsider MRM solutionsbecause of the perceived com-plexities of installing anddeploying the hardware andsoftware, as well as difficulties inidentifying the real businessvalue in the face of restrictedbudgets. This provides a verystrong opportunity for reliableand seasoned providers to enterthe game to help customersdefine their needs, simplifydeployment and get systems upand running. This is a particu-larly attractive option for smallbusinesses that have little or noorganized IT support structure.

This report will provide a prac-tical overview of the power andpotential of enterprise-classMRM solutions by addressing thefollowing areas:

· What are the latest trends in

MRM tools and technologyand what kind of an impactwill developments have onbusiness operations?· What are some of the spe-cific benefits enterprises can expect to achieve by deploy-ing MRM tools for their field service operations? · What are the benefits ofworking with a company thatincludes an experienced pro-fessional services organiza-tion as well as the experienceand partner network to putthese tools and solutions inplace?· What do enterprises need toknow when selecting MRMsolutions and deploying sys-tems that will be successful?· How will MRM solutionsimpact businesses in today’schallenging economy, and prepare the eventual turn-

around from a technical and strategic standpoint?As companies and mobile

workers become increasinglyfamiliar and comfortable withwireless and mobile tools, thechallenge is to expand the use ofthese devices and applicationsfurther down the supply chainand to channel their benefitsdirectly to the point of customercontact.

While MRM can effectivelystreamline and speed the businessprocess, it is also a valuable asset to manage and build collabora-tive bridges with field and serviceworkers at the customer front-lines. MRM — and teaming withthe right solutions provider — isan effective formula that helpsbusinesses of all sizes move froman occasionally connected work-force to a highly productive real-time world. ●

Since 1971, PRC Maintenance has quite lit-erally covered New York and parts of NewJersey with its services. The company pro-vides 24-hour turnkey maintenance,including painting, for residential apart-

ment buildings and commercial properties throughoutthese areas, with 95% of its customers located in the fiveboroughs of New York City.

Many of PRC’s customers live andwork in the concrete canyons ofManhattan, which is a particularchallenge given the daily traffic con-gestion and non-stop activity in oneof the nation’s busiest cities.Although the company’s crew of 50or so painters, plumbers, carpentersand electricians are dispatched eachday with a list of customer namesand job descriptions, schedules canchange in a New York minute if jobsare wrapped up ahead of time orthere is a sudden emergency call.

Until 2007, PRC relied on wirelessphones and primarily a paper-basedsystem to keep in touch with its mobileworkforce and deal with schedulingchanges. Today, however, those phones are equippedwith Xora GPS TimeTrack from AT&T to provide real-time data on where a worker is, when jobs are started orfinished, and the location of the next job site.

The system can be used to alert managers when a jobfinishes early and the maintenance staff is free tosqueeze in another task, or get a jump on an upcomingappointment.

“We have our days all scheduled, but what is niceabout the system is that if workers do finish early I cansend them to another job in real-time. In the past, wegenerally could do that but you always had that timelapse,” says Joel Sklar, PRC’s CEO.

Taking Productivity to the StreetsSince its deployment, the AT&T-Xora solution hasresulted in a 25% across-the-board improvement in pro-ductivity, which is a significant bottom-line boost intough economic times, notes Sklar. The mobile resourcemanagement (MRM) solution also provides a signifi-cant competitive advantage in the competitive New York

City market.Sklar admits that many on his team

were at first reluctant to embrace thetime-tracking solution, mainly becauseof its core ability to track their exactwhereabouts and activities. Workersquickly were won over, however, whenthey used the system in the field and real-ized its positive impact. “It‘s not really atracking device, but a productivitydevice,” says Sklar, who has been withPRC about a year and was previously atop executive in the pest control industry.

For example, one major area wherethe AT&T-Xora solution has had a pos-itive impact is on customer service.Field workers can respond in a timelymanner to requests and can tackle morejobs in the same period of time. The

system also helps address security concerns for PRCpersonnel who may be called in to provide middle-of-the-night services in less glamorous parts of the city.“Safety is something we care about very much as anadded but important feature of using the system,”says Sklar.

PRC is also committed to the sustainability move-ment and is using the AT&T-Xora solution to spearheadits continued move away from a paper-based system.“We are looking to try to do as much green work as pos-sible and eventually become paperless,” explains Sklar.“Deploying and using the system is definitely a first andimportant step in being green.” ●

XORA GPS TIMETRACK® FROM AT&T ISKEY TO PRC’S PRODUCTIVITY GAME PLAN

8 Case Study

Case Studies




More than 40 years ago, FalconCommunications was launched ina tiny rural community in Arkansasby a handful of people who spottedan opportunity to provide afford-

able telecommunications equipment to small tele-phone companies.

Since that time, the companyhas grown to become a majorprovider of products and engi-neering services to a variety ofclients and businesses. It hasestablished new headquarters inMalden, MO, with branch officesin West Plains, Reno, NV, andAbilene, TX.

Today, the company providessolutions such as digital key systems,PBX and paging systems, voice mail,and local area networks to suchmajor customers as Wal-Mart,Target, and the federal government.

In fact, one of Falcon’s most notable successes was con-verting the St. Paul hockey arena into a facility for theRepublican National Convention, which involved run-ning 20 miles of telecommunications wiring and cable.

One of the major reasons for Falcon’s success is itshighly mobile workforce, which is expected to keeppace with customer demands and drive revenue byproviding fast and effective response to new opportu-nities and business challenges.

Keeping Things on TrackKeeping track of its remote workforce through GPS-equipped devices is a crucial component of the compa-ny’s mobile strategy, although it was faced with the chal-lenge of being able to quickly respond to emergency

requests and improve the accountability and safety of itsemployees.

Even seemingly mundane tasks such as mileage track-ing are important to Falcon’s competitive position, sincethis information can be used to provide rapid expensereimbursements to its mobile workers. In addition, the

solution can help in controlling therising costs associated with fuel, tollsand other roadway changes. Suchcosts can be controlled by usingdevices to alert for road hazards anddelays, remap routes, and find theleast expensive route in terms ofmileage, tolls, etc. Managers can havevisibility into all of these variables andthen can suggest routing changes tofield fleets on the fly.

In 2008, Falcon turned to AT&Tand TeleNav, Inc. to provide a reliablesystem to keep tabs on mobile work-ers, generate accurate mileage reports,and help staff respond speedily to last-

minute customer requests. TeleNav Track™ from AT&Thelps locate and monitor Falcon’s technicians, provideefficient service to customers, and quickly solve problemsin the field.

“TeleNav Track is easy to use, is user-friendly, andoffers that peace of mind that you can’t find withmany other systems,” notes Jim Frisco, FalconCommunications President.

The AT&T-TeleNav solution also offers a reliablesafety net in the event that a field worker runs intotrouble in the course of a day. “We once had anemployee whose vehicle broke down,” says Frisco. “Wewere in the middle of a snowstorm and this employeewas confused about his location. We were able to accu-rately pinpoint the location and get help quickly.” ●

MOBILE TRACKING DELIVERS HIGHPRODUCTIVITY AND PEACE OF MIND FOR FALCON

8 Case Study

“TELENAVTRACK…OFFERSTHAT PEACE OF

MIND YOU CAN’TFIND WITH

MANY OTHER SYSTEMS.”


FUTURE IS BRIGHT FOR MRM SOLUTIONS,BUT NOT WITHOUT CHALLENGES

Mobile resourcemanagementsolutions candeliver a num-ber of benefits

to companies of all sizes and acrossmultiple industry segments.Benefits may include increasedworker productivity, the extensionof automation and businessprocesses out into the field, andimproved customer satisfaction. Allhave the potential for a significantimpact on a company’s bottom line.

There are, however, a number ofchallenges that exist between thepromise of mobile managementtechnology and the actual andeffective deployment of solutions,according to a 2008 report frommarket researcher Frost & Sullivan1 This includes a generallack of awareness by companiesabout the true benefits of mobilemanagement solutions, beyondsimple time tracking and orderentry; difficulties in finding theexecutive who is responsible forsigning off on MRM solutionswithin an organization, whether itis IT or someone on the businessside; and overcoming integrationproblems with existing back-endsystems and legacy software.

Despite these apparent obstacles,the market for mobile handset-

based MRM products and services,such as Telenav Track™ and XoraGPS Timetrack® from AT&T, sup-ported by GPS location technologyis expected to increase to more than$1.6 billion by 2013, according tothe Frost & Sullivan report. The pri-mary reasons: The current MRMmarket is very under-penetratedand the technology can provide avery hard-dollar return on invest-ment (ROI) and competitive advan-tage — powerful incentives in atough and challenging economy.

The expected growth in MRMwithin the enterprise should pacethe growth in handset-hosted location-based services in general,which increased last year to morethan 18 million users, most within North America, notes ABIResearch in a recent study2. Manyof these applications center onwireless navigation, which is a keyelement in such MRM areas as fleetmanagement and field service. Thenumber of paying handset-basedturn-by-turn navigation users toalso increase to 26 million by theend of 2010, notes ABI Research inanother report.3

Most smartphones now con-tain a GPS chip, making themsuitable for MRM applications. Inaddition, ruggedized 3G/GPSphone handsets designed to

Military Specification 810 F arenow available from AT&T, built towithstand the harshest conditionsand most demanding users.

“We are approaching the pointwhere location awareness will besynonymous with smart devices,”says ABI Research Senior AnalystGeorge Perros.

While most decisions regardingnew software and hardware solu-tions are traditionally based on theanticipated ROI or cost savings,increasingly companies are evalu-ating MRM with an eye towardhow much the company mightlose — in terms of hard dollars orlost customer opportunities — bynot adopting mobile managementand enablement technologies. Theselection of MRM solutions is fastbecoming a long-term strategicand competitive decision, ratherthan one based solely on per-userROI pricing (which is difficult totrack) and initial costs savings,points out Frost & Sullivan in its2008 MRM report.

“As more businesses reach this level of awareness,” the ABIreport states, “the mathematicsof potential MRM users (millionsof mobile workers yet to bearmed) promises substantialrewards to customers, vendors,and their channels.” ●

8 Analyst

1 North American Mobile Resource Management (MRM) Markets - Handset-based Field Productivity Solutions, Frost & Sullivan 2008.2 Mobile Locations Based Services report, ABI Research, May 2009.3 Automotive Navigation Forecasts Market Data, July 2009.



ESSENTIAL TOOLS FOR SUCCESSFUL MOBILE RESOURCE MANAGEMENT

8 Product Overview

When it comes to mobile man-agement solutions and remotetracking applications, manyenterprise users prefer to dealwith a single vendor and point

of contact, rather than multiple vendors. This is the caseeven if a solution involves products and technologiesfrom multiple supply chain partners.

Since key people within an organization are increas-ingly regarded as trackable assets, it is helpful to workon an MRM project with a leading company with expe-rience in wireless communications, GPS technologyand applications that target mobile workers and fleetmanagement. Ideally, that company should also offer aglobal standard, and a flexible and cost-effective rangeof mobile products and applications, through its ownorganization or from third parties who are in tune withmobile management solutions and the uniquedemands of businesses in a variety of industry seg-ments.

AT&T has a long track record in mobile wireless andoffers a broad set of mobile management solutions toits business customers. Central to this is the company’swireless network, and location-based services via GPS-enabled phones that can be used for turn-by-turn navi-gation and mapping (for transportation, delivery, salesand field service applications); and for field force man-agement, asset tracking, field service, fleet asset trackingand data collection in the field across industries such asmanufacturing, construction, distribution and trans-portation.

In addition to the network, AT&T is a solutionsenabler in mobile management applications, with adedicated consulting team that works closely with cus-tomers to help define needs, justify the business casebased on ROI models, and implement mobile manage-ment applications. Once the business value is definedfor a user, AT&T provides a range of applications andservices that are custom fit with the right tools and sup-

port processes for each business.“As more and more people realize the value of mobile

applications, it becomes a lot easier to convince them ofthe value of processing work orders and tracking assets,since there are so many more smartphones and otherhighly capable devices available to the enterprise,” saysIgor Glubochansky, Director of AT&T’s IndustrySolutions team. “We take a more holistic approach toworking with customers, helping them navigatethrough all the solutions for a particular job, define theROI, and then work with integrators to provide all ofthese services.”

Mobile resource management solutions are generallydivided into on-board and handheld applications.

On-board vehicle solutions available from AT&Tinclude:

· WebTech Wireless Quadrant from AT&T, a solu-tion that integrates WebTech’s Internet-based trackingand reporting software, as well as GPS, wireless commu-nications, and the Internet to provide near-real-timeinformation about the location and status of vehiclesand mobile resources. The solution is powered by theWebTech Locator Series, a family of GPS devices thatprovide vehicle location and telematic information innear real-time. The solution also provides comprehen-sive vehicle diagnostics, near-real-time communication,and support for device options.

· Trimble GeoManager from AT&T, provides anon-demand field productivity and management solu-tion that integrates GPS, wireless and a standard webbrowser into a mobile solution that helps you manageyour mobile workers by allowing real-time, two-waycommunication. The application allows managers tomap the vehicles in a fleet, find the nearest vehicle to ajob, dispatch text messages to workers, log work hours,or view and print detailed reports. GeoManager canalso be used to manage overall mobile workforce per-

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14 Mobile Solutions On-the-Go and Ready for Action


formance, thereby potentially reducing costs and maxi-mizing customers’ satisfaction with field services.

Some of the handheld devices available as part ofan AT&T mobile management solutions include:

· The Motorola Tundra, a highly ruggedized phonethat is designed to withstand the dust, shock, vibrationand temperature shifts common to transportation appli-cations and provide superior call quality withCrystalTalk™ 2 even in the noisiest environments.

· The Samsung Rugby, another ruggedized and mili-tary-spec (MI-STD-810F compliance) device thatemploys GPS, 3G data and push-to-talk functionality forfield service and construction applications.

· The Samsung a657 is as tough as it gets. Its bar formfactor makes it easily mountable to a vehicle dashboardfor transportation, construction, maintenance, landscap-ing, and other on-site businesses

· Motorola MC35/MC55/MC75 Enterprise DigitalAssistants (EDA). Specifically designed for field serviceapplications, these systems combine mobile voice anddata communications, image capture, bar code scanningand GPS functionality. Paired with AT&T’s wireless serv-ice, these rugged devices enable field service personnel tosend and receive information in real time from the fieldto the office and access service level agreements (SLAs)

and prior repair history records, as well as capture costsright on-the-spot. The devices are also capable of real-time invoicing, which reduces cash-to-cash cycles.

There are also a number of in-vehicle solutions avail-able from AT&T and its third party alliances that can beused to efficiently manage fleet service activities (main-taining close contact with mobile workers and intelli-gently dispatching them based on their exact locations);improve information access (quickly providing completejob details to mobile workers, including the job descrip-tion, type of work to be performed, and important cus-tomer data; and enhance customer service (accuratelypinpointing arrival times, reducing customer waiting,and reducing return visits).

Mobile applications for mobile resource manage-ment, available from AT&T, include:

· TeleNav Track™ from AT&T. Combines GPS,wireless and Web access to provide tools to help locatemobile workers in real-time, dispatch jobs to the fieldwithout paper, collect timecards electronically, capturedata from the field at the time of service, and generatemore complete reports on mobile field activities.Managers can use the software to pinpoint field person-nel locations from their mobile handsets, geofenceentries and exits, get alerts when jobs or workers don’t

1. Samsung Rugby 2. Motorola MC35 3. Motorola Tundra 4. Samsung a657

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Product Overview | MOBILE SOLUTIONS ON-THE-GO AND READY FOR ACTION


start or finish on time or when deliveries don’t meetexpected transit windows, and get to job sites in a time-ly manner and potentially reduce fuel consumption.

The solution also has a wireless forms capability thatreduces data entry and paperwork, helps improve thequality of data entry from the field, and attaches formsto jobs sent to employees and to timesheets.Administrators can use the forms creation feature ofthe software to reproduce any form with up to 18 fieldtypes (including signatures and photos). These wirelessforms are accessible via wireless PC, mobile handheld orcustomer vertical device.

· Xora GPS TimeTrack™ from AT&T. Tracks inreal-time the location and activities of mobile work-ers, through AT&T phones and the high-speed broad-

band network, which can improve productivity andreduce expenses related to worker overtime and fuelcosts. Core functions of the solution include GPStracking, wireless timecards, job tracking, and datacapture. Features provided by the software include:

· Tamper-resistant timecards, allowing mobile workers to clock in and out of shifts using amobile device, and issuing alerts to managerswhen a worker is about to go into overtime;

· GPS tracking with a Google Maps interface,generating current and historical worker/vehiclelocations; tracking speeding and idle time; andproviding a FieldAlert panic button for mobileworkers in need of assistance;

· Job tracking and dispatching, allowing recordingof simple start/stop times, tracking of complexworkflows, real-time job status updates,detailed job reports and audits, and a variety of real-time job data that is available via Web-based reports.

GPS TimeTrack can also be integrated with manysoftware applications commonly used by small busi-nesses, such a QuickBooks®, Sage Master Builder, andADP® accounting programs. ●

ChallengeManaging a mobile workforce without real-time visibility is abit like driving blindfolded. Productivity can suffer.Accountability is often lacking. And customers don’t get thequick answers they need. There has to be a better way.

SolutionXora GPS Locator provides the locations of employeesthroughout the day, in real-time. Businesses can confirm thatemployees are at job sites, and also see how long theystayed. Sending the nearest worker to a job becomes a snap.The end result is more accountability and more productivity,helping your business stay ahead of the competition.

Managing a Mobile Workforce Is a Tough JobYou’re in the office, and you’re responsible for managingmobile employees. Keeping tabs on what’s happening in thefield is a difficult task. Hourly workers are on their own,often without direct supervision; and while some are highlyproductive, others lack accountability. Furthermore, you haveto deal with the constant barrage of incoming phone calls asfield-based employees update office staff on their status,leaving them very little time for other tasks.

XORA GPS LOCATOR FROM AT&TSimply Power on Your AT&T Phone and Start Tracking!

TeleNav Track LITE is an AT&T application thatallows business owners and supervisors to see thecurrent location of any employee’s AT&T phone,laptop card or wireless notebooks through an inter-active Web dashboard. The solution does notrequire any installation of client software on themobile device, making it possible to track nearlyany mobile wireless device.

Introducing a Better Way to Manage Mobile WorkersXora GPS Locator from AT&T is a powerful yet affordable solutionthat provides real-time visibility into the locations and activitiesof your mobile workers. Because it’s a 100% Web-based solution, itcouldn’t be easier to deploy. Workers simply carry a supported AT&Tmobile phone (GPS and non-GPS devices are supported) and officestaff can see where they are using any PC connected to theInternet. There’s no special hardware to purchase, no softwarerequired other than a standard Web-browser, and Xora offers freeworld-class support.

Simple OperationWith Xora GPS Locator from AT&T, there is no software to load onthe phone. Your employees simply turn on their phone, and it startstracking.

GPS LocationXora GPS Locator from AT&T shows the current and historical GPSlocations* of workers on Web-based maps and reports. Breadcrumbtrails show the route that mobile workers take throughout the day.

Rich Google™ MapsXora GPS Locator from AT&T uses Google Maps, complete with regu-lar street map or satellite views. Zoom in and out using the scrollwheel on your mouse, and pan around the map by clicking anddragging. You can even find points of interest on the map simply bytyping in their name.

LandmarksLandmarks can be created on the maps for easy viewing of cus-tomer locations, offices, distribution centers and more. You caneven choose the icon you want to use to represent a landmark onthe map.

Teams and GroupsOrganize mobile employees into logical Teams and Groups. Eachteam of users can be setup with unique landmarks and alerts, andthe system can be setup so that supervisors only see data relatedto their teams.

Stop Alerts and ReportsStop alerts and reports automatically identify stop locations,making it simple to determine when and where employeesstopped for a job, or for lunch. This information can be used toverify time on the job.

Lightning-Fast ROIBecause Xora GPS Locator from AT&T is a Web-based service, it’stypically up and running in just a few days; and since the upfront costs are minimal, the ROI is almost immediate.

Help When You Need ItIf you run into any issues, live technicians are available to assistyou on a 24/7 basis. Xora offers free support to its customers.

Potential Benefits for Your Company• Higher Productivity. Increased efficiency and more

accountability means more jobs get done in less time• Accurate Payroll. Location data can be compared with

timesheet data for accuracy, typically leading to lower overtime payments

• Improve Customer Service. Real-time GPS locations can quickly answer customer status questions

• Resolve Customer Disputes. Visibility into worker locations can quickly prove a worker was where they were supposed to be

• Efficient Dispatching. The nearest worker to a job can quickly be dispatched

• Accurate Billing. Location data can be used to confirm time on the job, leading to more accurate customer billing and fewer billing disputes

Notes*GPS locations are obtained when a GPS signal is available. If aGPS signal is not available, the phone will utilize the AT&T net-work using Enhanced Cell-ID or Cell-ID location technologies todetermine its location. If no cell communications are available,the phone will not report a location.

Important InformationCoverage not available in all areas. Availability, security, speed, timeliness and uninterrupted use of service are not guaranteed. Eligible wireless rate plan with compatibledevice required. Not all features available on all devices. Additional hardware, software, services, Internet access and/or special network connection may be required.Additional charges, terms, conditions and restrictions will apply – for complete solution details, see applicable service agreement, rate plan brochure(s), coverage maps andapplicable third-party terms and conditions. Offers subject to change.

06/11/09 AB-1597© 2009 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

For more information contact your AT&T Representative at 866-360-7913 or visit us at www.att.com/business.

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