Research company Visiongain estimates the connected car market to be at nearly $22 billion in 2013, and ABI Research says that by 2017, nearly 50 million connected vehicles will be sold annually. “Some of the technologies featured in connected vehicles provide consumer-oriented infotainment functions, such as being able to stream Internet radio,” says Broc Jenkins, business development manager for M2M at Wilson Electronics. “Video can also be streamed to onboard television screens. Other technologies important to the connected vehicle are GPS location and tracking, location-based services, vehicle status and performance monitoring, and remote start.”

For field service companies and fleet operators, new vehicle connectivity features could provide a number of benefits. Built-in telematics solutions can provide location data and navigation, as well as vehicle diagnostics and data on driver behaviors. Onboard Internet connectivity would also provide greater options when it came to using devices like mobile computers and printers inside the vehicle. These vehicles would also have built-in wireless capabilities. “By my definition, [connected vehicle technology] can range from something quite simplistic — for example, a GPS receiver, a cellular radio, and a tracking application — to something much more complex, where all the components of the vehicle are connected via an onboard LAN that can be accessed via a range of different communication technologies (Bluetooth, Wi-Fi, cellular, NFC, satellite) which feed an endless number of applications,” says Andy Willett, senior VP at NetMotion Wireless.

Total Visibility — for Fleet Operators and Service Techs

In the enterprise, connected vehicle technology is being deployed for fleet management, passenger transportation, and public safety/ law enforcement scenarios for navigation, remote monitoring and control, and location-based service applications. “It appeals to companies that are interested in connecting their field employees to customer record management, and/or service/maintenance or installation management services,” says Bob Ralston, CEO and founder of Feeney Wireless. “They use it for asset tracking, mapping, Wi-Fi services for clients to access the Internet, and credit card processing for paying fares.”

Connectivity in a fleet environment would provide complete visibility for fleet operators, which could help improve operations, open up new data mining opportunities, potentially lower insurance rates, provide enhanced asset tracking capabilities, and onboard navigation. “These solutions can reduce operating costs through the efficiencies gained in driver behavior and route optimization,” Ralston says. “They also benefit from enhanced driver safety and communications, security, inventory control, and in-field payment processing.”

Wireless Internet access would provide location-based services that could let drivers know when weather, heavy traffic, or an accident might affect their route so vehicles could be rerouted on the fly. “There are increased efficiencies for the workforce themselves, improved service for the organization’s customers, better safety, and the ability to reduce maintenance costs and extend the life of their capital investments,” Willett says.

A network-enabled vehicle, combined with cloud computing, could also provide access to a variety of business applications and data services from the vehicle. Such a system could even provide more flexibility when it came to the mobile devices being used to access those applications, with the vehicle itself serving as a central communications hub.

Standalone vs Embedded Devices

There are two basic approaches to vehicle connectivity: using a mobile device as the central hub or having embedded communications in the vehicle. There are pros and cons to each approach. The choice between embedded or tethered also affects aftermarket component suppliers. Some components, accessories, and applications might revolve around use of the device, while others might be more integrated along with the embedded modem.

According to Willett, users have the option to go with an intelligent communications hub on board the vehicle, with a number of relatively “dumb” peripherals, or a hub that functions as a router for intelligent devices. Users may also rely on a device to act as that hub or use a separate device built into the vehicle. “The trade-off is largely a deeper integration with the vehicle, along with higher cost and less flexibility as technology changes, versus less integration, lower cost, and more flexibility,” Willett says.

Vehicles with an embedded system have the advantage of providing a more hands-free option for drivers, as well as being fully integrated into the other vehicle systems. “Some of the cons to the embedded approach include the fact that a consumer may or may not be able to select the cellular provider of choice,” Jenkins says. “Companies or drivers would likely have to purchase an additional line of service for the modem in the car. One other consideration is the fact that cellular technology changes rapidly and could be out-of-date in a very short time.”

A device-centric approach would allow vehicle owners to select their own wireless network and change service providers at their discretion without affecting compatibility. “They are already paying for a data connection and plan on their phone, and this method would reduce the need for an additional data line/fee,” Jenkins says. “However, the driver or company would likely have to pay for the data charges brought on by software updates that an automotive OEM may make to their vehicles. With the widespread use of mobile data and the somewhat limited data plans, this could be a concern for a company.”

Connected vehicles also face the same connectivity challenges as any other wireless device: While on the move, they will travel in and out of wireless coverage. An application would need to provide some sort of offline functionality for a reliable deployment in the enterprise.

As connected vehicle technology evolves, there will be even more opportunities for companies. Location-based information could be used to alert field service representatives when they were near existing customers or new prospects. Real-time alerts could help drivers avoid hazardous road conditions and heavy traffic. The vehicle-to-vehicle communication systems could improve safety and efficiency even more. The vehicle serving as an information hub could also help smooth the integration of disparate fleet management, field service management, dispatch, scheduling, and maintenance systems.

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Once your business has identified the most important metric for tracking your fleet, you can make effective improvements to the areas of your choice, including but not limited to: delivery times, operation costs, and safety.

Routing Data

When you have one driver, one truck, and one delivery location, you may be able to work out the most efficient route from point A to point B, on average. You may even be able to determine which route is most efficient during the morning rush hour as opposed to the mid-afternoon. However, once you start adding in more trucks, more drivers, and more routes, the work necessary to analyze all of your incoming data can take up the entirety of your time. These multiple streams of information coalescing within a single system have come to be known by the term “big data.”

Your GPS fleet tracking system automatically tracks the routes your drivers take to get from point A to point B and collects several different types of data: delivery time, speed, distance fuel usage, and idle time, to name a few. When analyzing these analytics, you can find the A to B route that is the fastest, the shortest, or the one that uses the least amount of fuel.

• This knowledge can help you plan your routes according to the needs of the day – making the most number of deliveries possible, saving the most fuel, or a mix of both depending on the time of day and multiple other factors.
• You can also plan and test new routes for your deliveries and see how they stack up against the ones you’re already using.

Driver Records

GPS fleet tracking software isn’t limited to tracking the movements and routes of your vehicles – it also helps you schedule, monitor, and assess your drivers more effectively.

• Time and attendance: The system tracks when your drivers begin and end their delivery routes, and how long they are asleep, pulled over, or sitting idle. Upon comparing this data to your drivers’ time sheets, you can determine who is over- or under-reporting their hours. You can then make changes to your processes to ensure everyone is being paid accurately – and that your business isn’t losing money to time fraud.
• Driver efficiency: The analytics can determine which drivers are the most productive. This can be a hard assessment to make without the big data provided by your tracking software, because driver efficiency can become confused with the efficiency of the routes they are assigned. Your software can pull apart the data and give you an accurate assessment of your driver’s performance – independent of the routes that they are assigned to.

 Fuel Usage

As indicated above, your fleet’s fuel usage is another important factor to monitor, especially when gas prices rise. Your fuel economy is determined by several different elements: the physical efficiency of your individual vehicles, the driving practices of your employees, and the quality of your driving routes. Each one will have an effect on your overall fuel usage and costs.

• Therefore, making improvements in your route planning and driver behavior will result in comparable improvements in your fuel economy. When your fuel economy does not increase despite the above changes, this is indicative of a need to assess your vehicles for maintenance and repairs.  In this way, you fleet tracking software can augment or even replace your CMMS software.

The data used by your fleet tracking software is extensive, and attempting to perform the same analyses with manual spreadsheets is simply not possible in a fleet greater than one. Make sure your software is tracking the right route, driver, and fuel metrics to help you make improvements to your business’s operations and processes. More on fleet management on SmartVan.

Megan Webb-Morgan is a business blogger for Resource Nation, an online B2B lead generation company. You can follow Resource Nation on Twitter and Facebook.

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Consumer Tablets: Fragile, Cumbersome, Unalterable

Equipment intended for the everyday consumer isn’t designed to meet the demands of field service work. Devices aren’t equipped to function well, or long-term, in conditions where they might get banged around or dropped, exposed to dust, dirt and moisture, not to mention very high or low temperatures. They’re too fragile, they can’t be easily mounted in vehicles, and perhaps most important, they can’t simply be “upgraded” for ruggedness.

Field work requires a fully rugged tablet PC with specific attributes. Touchscreen and stylus options are essential tools, but workers often wear gloves. They must be able to easily read the screen in any light, and it has to be large enough to clearly show maps, diagrams and images. Yet the device must be small and light enough for easy portability.

Rugged Tablets: Fast, Accurate, Durable   

With integrated GPS and GIS technology, a rugged tablet is an all-in-one solution that helps field technicians do their work far more efficiently and in far greater detail while also supporting back-end workflow and business management. Better information gathering and increased accuracy improve record-keeping and historical documentation, making the next job easier and faster, too.

Field service companies that plan to remain competitive know automation is the key. A rugged tablet PC eliminates time-consuming paperwork, error-prone transcription and delays caused by travel back and forth between the office and the field. Instead, personnel at every level now have greater, real-time visibility into work assignments, progress and data. Even customers can be kept in the communications loop in a timely manner.

That’s because a rugged tablet PC has what it takes, working reliably when and where it’s needed in the field and assuring instant two-way communication with the home office personnel and the central database. Appropriately equipped, the tablet can seamlessly integrate with both commonly-used and proprietary applications. It can use GPS and GIS for date, time and location stamping of work orders as well as detailed mapping and viewing or capturing high-resolution images of the work being done.

Armed with “write-over” capability using a stylus or touchscreen, field technicians can modify or update maps to note physical location of customer service lines or other details, then upload the new data for immediate availability.

With a rugged tablet PC in hand, field crews don’t need to “tag up” with the office. They can receive work assignments, complete the work, electronically sign it, upload reports and other files right away and move on to the next job. If necessary, they can instantly communicate with dispatchers to make scheduling changes on the fly. And the same date, time and location stamping that supports work order fulfillment enables automatic time sheet recording and electronic billing, too. That saves time across the board.

Retaining your competitive position depends on getting field work done faster, in greater detail, more accurately and completely. Any mobile device can enhance at least some parts of your operation, but companies are turning to a rugged tablet PC because it ensures durability, reliability and top performance everywhere, even under duress.

This article was previously published on Field Technologies Online, and is reposted here with permission.

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Forrester Research predicts

Square

Square offers a free card reader — compatible with iOS and Android — that allows users to accept payments on a smartphone or tablet. The toggle is simple and usually deposits money into a specified bank account within 24-hours. Square charges a 2.75% card swipe fee, a slightly higher rate than some competitors, but also offers a flat monthly fee of $275 with no additional swipe charge. You can also create a mobile staff using Square’s application to see who is accepting payments and where. While the white, square gadget looks hip — it may not be the best design for dirty field work, as it can slip from the phone jack and even get lost easily.

PayPal Here

For a service tech who already has a few customers using PayPal, PayPal Here can make the payment process even easier — with a card reader that plugs into a smartphone audio jack. PayPal Here can process credit card transactions (for a 2.7% swipe fee) as well as checks and payments directly from PayPal accounts (providing a merchant discount if your customers pay with a PayPal card or a PayPal account). The downside here is also the upside: payments go directly into your PayPal account, rather than into your bank account, which may be inconvenient. The card reader is free and works with Android and iOS devices.

Intuit GoPayment

Intuit GoPayment is another plug-in card reader that integrates with QuickBooks — the finance software used by thousands of small businesses — which distinguishes it from other payment options. The service also allows you to run reports, add up to 50 employees to the account, and void transactions on the spot (with other systems, you need to call customer service to cancel a charge). The card reader works with iOS and Android devices. Users can pay per transaction — 2.7% swipe fee — or a monthly fee of $12.95 to get a lower 1.7% swipe fee.

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Need for Mobile Data Access

According to a brief writeup in Today’s Medical Developments, “companies with field service management departments report low levels of access to systems used to manage work at customer sites.” According to the study, nearly 75 percent of surveyed companies with field service groups “report little to no mobile access to enterprise service and asset management data from mobile devices. The study also indicates that companies with teams of field service technicians only have marginally better mobile data access than those performing service management internally – on their own equipment and assets.”

As IFS North America Senior Vice President Larry Laux summed up: “Given that field service management work takes place at remote locations, it is obvious that the ability to interact with the software used to manage that work is extremely valuable. The vast majority of field service management software vendors offer mobile solutions, but these are clearly not being leveraged fully.”

Click here to register to download the full IFS report.

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A colossal treasure chest of digital information, big data is culled from the entrails of the Internet with nothing left spare. Everything from social media, online transactions, GPS tracking to digital media makes the cut. Analyzing that amount of information is a high stakes games that can provide companies with an invaluable amount  of insight into consumer behavior.

The intimate view into user content can inform smart business decisions by helping uncover industry trends, areas for growth and new markets.

Lower Operational Costs, Higher Productivity

This trend relates to the fleet analytics industry in a large way. While the advantages of culling through data can be huge, companies face the challenge of wading through a massive amount of unverified information. Software solutions can help, big-time.

Investing in solutions that increase efficiency is just good business. Business models that rely on time-saving operational and maintenance costs save money, period.

The latest generation in comprehensive fleet automation solutions significantly increase company productivity as companies find themselves sitting on a wealth of valuable knowledge that leads to better visibility and control of their fleets. This vantage point leads to decisions that can reduce fuel consumption, enhance customer satisfaction, improve safety and lead to increased output.

Intelligent data analytics allows fleet managers to quarantine the root cause of fuel waste and high fuel consumption to help minimize operational costs.

Personalized knowledge about a fleet’s analytics leads to a variety of productivity incentives, such as decreased idling, deeper insight into vehicle diagnostics, faster routes and improved customer service response time.
    
Data analysis helps companies easily pinpoint problem areas and take corrective actions to minimize safety risks, excess fuel waste and vehicle depreciation.

The following post first appeared on Field Technologies Online, and is excerpted here with permission.

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In VDC Research’s latest report, Field Mobility 2013 Analyst Outlook, 73% of field service organizations say they don’t embrace BYOD and have no plans to change. As 

Why have so many field service firms said no to BYOD?

There is opportunity for further development with BYOD, but I have some reservations. Much depends on how companies are approaching their mobile workforce strategy. Is it BYOD or nothing? Is it relying on company-supported devices for technicians or nothing at all?

What are the big drawbacks to BYOD in the field?

For businesses it’s expensive to develop mobile applications that can properly function across a multitude of platforms. When it comes to field service technology, many of the solutions are sophisticated and require a certain amount of reliability – which is exceptionally difficult to guarantee with varying mobile operating systems and devices.

Finding a solution comes down to what the context of the application is and how advanced it might be. With features like payment, dispatching, GPS, mapping content, data capture, RFID tag scanners, and receipt printing, how are businesses going to get an application that operates effectively across device to device without developing a native app for each version?

In what context would BYOD work for field service?

Many field service technicians already have their own mobile device. In the case of basic mobile applications such as email and calendar – BYOD is a possible solution. BYOD might be a viable option for smaller businesses and technicians that operate locally, providing that they have access to basic service capabilities.

In 2013, we are seeing the mobile evolution toward the cloud for more and more mobile applications – allowing advanced browser access to these applications. The cloud holds much potential for BYOD solution options, however we won’t be seeing these fully realized in 2013. While BYOD might work for smaller organizations and shouldn’t be written off completely, it won’t be revolutionizing field service automation in 2013.

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Now those options have expanded. Tablets have become a mainstream technology, and smaller, lower-cost options are available from both rugged device manufacturers and consumer device sources. The functionality of handheld devices has also improved, and these devices are taking advantage of advancements made in both smartphones and tablets. Now that cost is no longer the primary dividing line between handhelds and tablets, how can enterprise users select the best device for their application?

Know What You Have — and What You’re Looking For

The first place to start is, not surprisingly, by laying out the application requirements. “Before considering a particular device type or platform, you have to be dead clear on the workflows and the specific improvements desired from your new solution,” says Tim Eusterman, senior director for industry marketing at Intermec.

“The implication is that product design features like screen size, imaging capabilities, radios, voice-directed work, RFID, battery performance, operating system, etc., all demand a decision matrix that starts with what you want to fix with your new mobility solution from a workflow perspective.”

Software plays a large role in the selection process, as well. Legacy applications may require specific screen resolutions, or vendors may suggest specific form factors for efficient data entry or versatility. The types of data displayed and collected may also lead end users to one platform or another.

“For example, a field worker whose job requires performance of mapping/GIS activities would gravitate toward a tablet rather than a handheld device,” says Jim Plas, vice president of marketing at Xplore Technologies. “In addition, software is also a major determining factor. If a company’s IT department has built custom Windows-based software, in all likelihood a handheld or other embedded OS solution won’t do the trick.”

Know Their Strengths — and Weaknesses

A tablet’s main strength has traditionally been the availability of more processing power, greater display size, and more integration options for using multiple add-ons. Handheld devices, on the other hand, are smaller, more portable, and usually have longer battery life than tablets.

“Traditionally, handhelds have an advantage in size, weight and ergonomics,” says Chris Wright, vice president for InfoMobility at DRS Technologies (ARMOR Rugged Mobile Solutions). “Because of this, they have often dominated highly mobile applications like GIS mapping in forestry and bar code reading in warehouse and distribution. However, recent advances in tablets have led to sleek, lightweight products that are ideal for field service personnel viewing repair diagrams, manufacturing managers monitoring inventory, and motorcycle police writing traffic citations.”

That said, handhelds often have more robust environment specifications, such as drop and impact, says Keith Bernhardt, product marketing manager, mobile computers, at Honeywell Scanning & Mobility. “This makes the rugged handheld more suitable for very harsh environments,” Bernhardt says. “Rugged tablets, however, have more display area and generally closer integration with enterprise systems. These two capabilities offer more value in applications that utilize more complex applications and tighter business coupling.”

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Define Clear Goals For Your Mobile Solution

There are a few mistakes companies make early on in the mobile deployment process. The first is rushing to technology selection before you clearly define objectives for the solution you’re putting in place. It’s important to think first about the challenges you’re having with the processes or (older) mobile solution you have in place, and what it is that you’re looking for the new solution to accomplish. The second mistake companies often make, though, is stopping here. If you’re investing in a solution that will be in place for at least a couple of years before you make a change, now’s the time to also think forward. What functionality will you need in a year or two? Think about the workflow of your mobile employees and the value you provide to your customers — are there other areas that you could automate to further improve efficiency (like integrating GPS with your field service software solution), or functionality you could add to provide better service to your customers (like signature capture and credit card payment)? Maybe you won’t be able to incorporate all of this into your solution right away, but thinking ahead like this gives you an opportunity to choose a solution that will allow you expanded functionality during its lifecyle.

Do Due Diligence In Technology Selection

It’s easy to want to rush through the technology evaluation and selection process because the options are so numerous, but you’ll be doing yourself a disservice. It’s also easy to make technology choices for the wrong reasons — because it’s the “coolest” or “cheapest” of the products, versus because it best addresses the goals you’ve defined (the right reason). Don’t rush this process, and really stick to selecting the solution that best addresses the needs you’ve outlined.

Don’t Ignore The Need For Change Management

Whether you’re deploying your first mobile solution, or upgrading from one you currently have in place, it’s still a change. And anytime you’re introducing a change into your organization and asking your mobile workers to do something differently, you have to manage this change. Otherwise your deployment is not going to produce the results you hope it will. From employee engagement and buy-in to proper training and ongoing performance management, change management is crucial to a successful mobile deployment. In next month’s column, I’ll talk more about how to master change management.

This article was previously published on Field Technologies Online, and is reposted here with permission.

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Could the iPad lose its grip on the enterprise? A provocative new whitepaper — from former AMD executive Patrick Moorhead, now an analyst with Moor Insights and Strategy – argues yes.

Many of the world’s largest companies were taken by storm three years ago when everyone from the C-Suite on down started bringing an iPad to work. Embracing the latest mobility options, companies searched for ways to use the tablet to boost productivity and software vendors created versions of their offerings that were compatible with the device. But now other hardware players have caught on and are challenging Apple’s position in the market.

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