A guide to field mobility

A guide to field mobility
Empowering your field workforce today for a more
successful and profitable enterprise tomorrow
Enterprises all over the world have discovered the value of field mobility. With a mobile computer in hand
that provides a real-time voice and data connection to the business, field sales and field service workers
are more efficient and effective, enabling enterprises to maximize the value/utilization of the field
workforce. In this informative guide, we will take a look at:
Why mobility has become a best practice out in the field
How the lack of mobility will impact the health of your business — and your ability to compete
Case studies that showcase the power of mobility in action

Your field workers are responsible for the single-most important
interface in your enterprise — the daily interaction with your
customers. Whether your workers are involved in sales, service,
inspections or asset tracking, the efficiency and effectiveness of
this workforce can have a tremendous impact on the health of
your business. The level of service that these workers deliver
will drive your sales and customer retention levels up — or down.
And the productivity levels of these workers will drive your costs
up — or down.
Regardless of your industry, when workers in the field lack
access to the voice and data networks in the office, the effect
can be crippling. Without a real-time connection to back end
business applications, workers must utilize paper forms to collect
information for a wide variety of transactions — and then later
enter the information on those forms into the computer upon
return to the office. As a result, time is inserted into your business
processes — lag times that reduce service levels, employee
productivity, cash flow and overall profitability. The need to touch
the data twice increases the opportunity for costly errors that
again impact business efficiency. In addition, field workers are
forced to phone the office for simple information requests — such
as pricing, inventory and invoice information, directions and more —
again adding time and cost into your business processes. And if
cell phones are utilized to provide a voice connection out in the
field, field workers have two phone numbers and two voicemail
boxes to manage — and the enterprise must purchase and
manage more mobile devices.
And finally, without real-time visibility, managing this remote
workforce is a challenge. In order to ensure efficient routing
to increase worker productivity and minimize vehicle costs,
you need to know where your workers are and what they are
doing at any point in time. Without a real-time connection to the
field workforce, management lacks the information needed to
maximize the utilization of two of your most expensive assets —
your workforce and your vehicle fleet.
The challenge:
The high price of a disconnected field workforce
Without a real-time connection to the field workforce, management
lacks the information needed to maximize the utilization of two of your
most expensive assets — your workforce and your vehicle fleet.
The solution:
The real-time field workforce
To address these issues, you need to eliminate the
gap between the voice and data networks in the office
and your workers out in the field. Imagine if you could
empower your field workforce with a single easy-touse
rugged handheld tool that would provide all the
functionality available in the office. Imagine the
productivity gains if your field workforce could
completely eliminate the paper trail from present-day
business processes. Imagine the improvement in
service levels if all the information in your business
systems as well as co-workers, supervisors, customers
and more were accessible with just the press of a few
keys, anytime and anywhere. Imagine the increase in
revenues if your field workforce could process orders
and payments at the press of a button. Imagine how
a real-time window into actual sales could reduce
carrying costs for raw materials and finished goods.
You have just imagined the power of field mobility.
In today’s economy, every second of wasted
time translates into slower service and higher
costs…which translate into reduced customer
satisfaction and profitability. Mobility addresses all
of these issues by stripping time and errors out of
your business processes, providing a competitive
advantage by enabling new levels of customer
service — and overall cost-efficiency.
And since chances are your competitors have
already or are in the process of deploying a field
mobility solution today, can you afford the high cost
of a disconnected field workforce?
Top 3 reasons to ‘go mobile’
With competition at an all-time high, it is mobility
that is consistently helping companies to address
three of the top initiatives in virtually every business:
Increase revenue
Regardless of whether your field workers are
involved in sales, service or inspections, mobility can
help you increase revenue. Your sales force will have
the tools required to close the sale right on the spot
— including the ability to instantly reserve inventory
to fulfill the order and provide the delivery date for
the customer. Mobility transforms the field service
workforce — typically a cost center — into a profit
center by ensuring the accurate capture of all billable
time and materials on site, as well as providing
service technicians with an appropriate list of items
to cross-sell. And the ability to auto-populate forms
and provide drop down and check boxes improves
efficiency and eliminates errors for a wide variety
of inspections — from rental cars and construction
to restaurants and foster homes — as well as the
citation process.
Reduce costs
Mobility reduces costs that are directly associated
with your field workforce — and throughout your
operations. Efficiency improvements enable the
same workforce to visit more prospective and
existing customers per day, reducing staffing and
vehicle requirements — and the associated capital
and operational costs. Real-time visibility into sales
orders enables just-in-time manufacturing and
inventory management as well as a reduction in
stocking inventory levels — and warehouse space
requirements. Real-time visibility into upcoming
service calls ensures that the right parts and tools
are loaded onto the truck, eliminating the need for
costly return trips to the office to complete a job.
And real-time visibility into delivery and service
routes via integrated GPS enables more efficient
vehicle utilization, reducing mileage, fuel costs and
vehicle wear and tear.
Enable cost-effective compliance
No matter what type of assets you need to track,
and whether you need to comply with government
regulations or business directives, mobility can
heavily automate data collection in the ‘last mile’
of the supply chain, substantially reducing the cost
of compliance. Bar code scanning enables rapid
and accurate inventorying of assets to ensure proper
depreciation, preventing under and over-payment
of taxes. Pharmaceutical sales representatives can
scan prescription medication samples to instantly,
accurately and automatically capture required data
— instead of painstakingly writing down medication
name, packaging type and serial number.
The impact of mobility in field service
And with just a few seconds of effort, drivers can
scan product as it is delivered, enabling:
Consumer packaged goods (CPG) and food
and beverage (F&B) industries to comply with
traceability requirements for consumable items

Pharmaceutical manufacturers to identify and
prevent the delivery of counterfeit product,
protecting consumer safety
Manufacturers of a wide variety of retail-facing
products to spot and remove imitation product —
protecting brand equity and profitability

Call customers to confirm
appointments, site access and
the arrival of pre-shipped parts
Access cross-selling and up-selling
information, helping transform a
non-sales function into a revenue
generating division
Access up-to-the-minute real-time directions
via GPS to ensure prompt arrival at the
next stop — in spite of a traffic jam
Enable one-number reach by extending
the deskphone and all functionality to the
handheld mobile device
Provide an on-the-spot invoice or receipt,
either sent electronically via email or
physically printed with the addition of a
mobile printer
With a real-time voice and data
connection, field service dispatch can:
Better plan daily routes to minimize
mileage, fuel costs and wear-and-tear
on trucks
Enable highly efficient dynamic routing
of new urgent work orders through the
automatic identification of the closest
technician with the right skillset, tools
and parts (via GPS)
Correct adverse driving behavior that
could endanger others, increase fuel
costs and vehicle wear and tear
(via Telematics)
Monitor engine codes to ensure timely
maintenance to prevent the high cost of
vehicle downtime (via Telematics)

With a real-time voice and data
connection, field service workers can:
Dynamically receive, accept and close out
electronic work orders — instead of paper
Access complete customer repair history
for faster and better issue resolution
Access detailed equipment information,
step-by-step maintenance routines
and repair procedures, eliminating
the need to carry product manuals and
user guides and ensuring service is
performed properly
Access warranty and service level
agreements to ensure the accurate
capture of billable hours and parts
Capture and transmit electronic
signatures to validate proof of service
and expedite billing
Process credit and debit cards for
on-the-spot payment of services to
reduce days-sales-outstanding (DSO)
Scan bar codes on parts and tools in the
truck for real-time inventory visibility
Snap a high-resolution color photo for proof
of condition or proof of service, complete
with a geostamp for proof of location
Automatically capture on-the-job start
and stop times for accurate labor costing
and payroll
Scan parts as they are utilized to ensure
the capture of all appropriate charges

Field benefits:
Increase workforce utilization — the
same number of workers can now make
more customer visits per day
Improve customer service, satisfaction
and loyalty levels
Improve data accuracy
Increase revenue through the accurate
capture of labor and parts as well as
cross- and up-selling
Improve vehicle utilization
Better plan daily routes and reduce truck
rolls — minimizing mileage, fuel costs
and wear-and-tear on vehicles
Enterprise benefits:
Reduce the order-to-cash cycle time,
substantially improving cash flow
Reduce parts and tools inventory
Reduce capital and operational costs by
replacing multiple devices with a single
easy to carry and easy to manage device
Improve workforce management
with visibility into the dispatch queue,
performance metrics for the department
and individual workers, real-time proof of
service and customer-facing issues
Reduce accounting and administrative
staffing requirements — the elimination
of paper in the field substantially
reduces the associated data entry and
administrative requirements

Top 3 reasons you can’t afford
not to ‘go mobile’
Just as there are three top reasons companies
are embracing mobility, there are also three major
reasons you can’t afford to bypass the deployment
of mobility. Manual paper-laden processes out in the
field will impact your ability to:
Maintain a competitive edge
Competition has never been tighter in today’s
business world — due to market globalization,
customers can literally choose from a world of
vendors. Mobility can protect your existing customer
base as well as ensure continual growth of that
base by enabling the delivery of consistent and
differentiating customer service — regardless of
whether your workers are involved in sales or repair
of equipment. In addition, with the advantages of
mobility in field operations well recognized, mobility
is rapidly becoming a competitive baseline —
chances are your competition may already be in the
process of ‘mobilizing’ their field workforce, making
mobility a requirement simply to remain competitive
in the near future.
Maximize productivity
Without mobility, manual paper-based processes
will strip productivity right out of your workforce. By
automating the many aspects of your field business
processes, mobility effectively becomes a field
force multiplier — despite additional data collection
requirements due to new government regulations.
Now, the same sales force can close more sales
in less time, the same number of technicians can
service more customers per day and the same
number of inspectors can complete more tasks in a
given day. And the resulting increase in productivity
provides the time required to help meet or exceed
customer expectations.
Protect profitability
Without mobility, information moves more
slowly throughout your supply chain, impacting
staffing costs, inventory carrying costs, warehousing
costs, the order-to-cash cycle times and more —
further reducing ever-shrinking margins. Field
mobility allows information to flow in real-time
throughout and between your many divisions,
increasing the velocity of your entire supply chain —
and delivering benefits that reach beyond your field
operations into the enterprise. The utilization of two
of your most expensive assets is improved — your
With a real-time voice and data
connection, field sales workers can:
Receive electronic sales leads in real-time
Access inventory and pricing systems to
enable the creation of real-time bids
Place and process orders in real time,
complete with solid delivery dates
Capture signatures for real-time
authorization of sales orders
Process credit and debit cards to enable
on-the-spot payment
Access comprehensive customer
intelligence — including past and open
orders, past and open service records,
email address and phone number,
birthday, buying preferences and more —
strengthening the 1-to-1 relationship as
well as uncovering cross-selling and
up-selling opportunities
Scan product as it is delivered to
automate track and trace in the
last mile for consumable items and
pharmaceutical samples
Provide an on-the-spot invoice or receipt,
either electronically via email or physically
printed with the addition of a mobile printer

Enable one-number reach by extending
the deskphone and all functionality to the
handheld mobile device
Access up-to-the-minute real-time
directions via GPS to ensure prompt
arrival at the next stop — in spite of a
traffic jam
With a real-time voice and data connection,
field sales/DSD dispatch can:
Better plan daily routes to minimize mileage,
fuel costs and wear-and-tear on trucks
Correct adverse driving behavior that
could endanger others, increase fuel
costs and vehicle wear and tear
Monitor engine codes to ensure timely
maintenance to prevent the high cost of
vehicle downtime
Field benefits:
Improve customer response times —
and service levels
Increase sales
Improve productivity — the same sales
force can make more sales calls per day

Improve lead generation management
with up-to-the-minute accurate information
Improve data integrity
Strengthen customer relationships
Enterprise benefits:
Improve sales forecasting accuracy
Reduce order-to-cash cycle times,
improving cash flow
Improve inventory management
Improve production management
Improve workforce management with
visibility into performance metrics for
the department and individual workers
as well as real-time visibility into the
sales forecast
Reduce capital and operational costs by
replacing multiple devices with a single
easy to carry and easy to manage device
Cost-effective ‘last mile’ traceability reduces
the cost of regulatory compliance and
protects your brand

The impact of mobility in field sales
field employees and your vehicle fleet. Instant
visibility into the sales funnel reduces inventory
carrying and warehousing costs, while increasing
inventory turns. The ability to process payments
on the spot and provide real-time proof of service
reduces billing cycles — decreasing days sales
outstanding. And with rugged business-class devices
that can be easily integrated into your existing
technology architecture and remotely managed, you
enjoy a field mobility solution with a substantially
low total cost of ownership (TCO). The result is an
effective net reduction in the cost of doing business,
improving margins — and overall profitability.
Print on-the-spot warnings and citations
for code violations
Process on-the-spot payment for code
violation citations
Enable employee tracking through realtime
locationing systems (RTLS)
Access up-to-the-minute real-time
directions via GPS to ensure prompt
arrival at the next stop — in spite of a
traffic jam
Field benefits:
Improve productivity — the same
number of workers can execute more
inspections per day
Enable cost-effective and granular asset
lifecycle tracking — from servers to utility
poles, streets, pipelines, leased vehicles,
guest room door locks in a hotel and more
Improve customer service by reducing
wait times for construction inspections,
vehicle inspections and more
Better plan daily routes to minimize mileage,
fuel costs and wear-and-tear on vehicles

With a real-time voice and data
connection, field workers can:
Receive, accept and close out electronic
work orders — instead of paper
Capture the bar code, Direct Part Mark
(DPM) or RFID tag information to heavily
automate asset tracking
Snap a high-resolution color photo for
proof of asset condition
Utilize mobile forms with drop down
menus and check boxes to ensure proper
and complete execution of every step in
an inspection — and reduce training time
Capture a signature for proof of
receipt of inspection reports, code
warnings or citations
Add a geostamp to a photo to include
proof of location
Schedule required asset maintenance
in real time
Enable highly efficient dynamic routing
of new urgent work orders through the
automatic identification of the inspector
that is nearest the asset (via GPS)

Enable highly efficient dynamic routing
of new urgent work orders through
the automatic identification of the
closest inspector
Improve data integrity
Enterprise benefits:
Enable more cost-effective Sarbanes-
Oxley compliance
Improve visibility into inspection status
for more proactive and predictive
scheduling of maintenance to improve
asset uptime, condition and lifecycle
Improve employee safety with real-time
location visibility — for example in
expansive oil refineries
Increase financial return on assets with
real-time visibility into location and status

The impact of mobility in inspections
and asset tracking
Mobility: a best practice for field
workers…and the enterprise
Mobility has rapidly become a best practice in the
field workforce — many of the world’s largest
(and even smallest) companies have already
deployed field mobility solutions and are enjoying
substantial and quantifiable benefits felt not only
in field operations, but also throughout the entire
business. The field workforce is more productive
and informed — helping control staffing costs
while improving customer service levels. And other
business functions that are tangential to your field
service operations are also improved — from sales
forecasting and inventory management to
production and accounting.
In addition to a rapid return on investment, field
mobility solutions also offer a low total cost of
ownership. The ability to provide a single device
for voice and data instead of providing workers
with a cell phone, notebook computer and more
substantially reduces capital and operational costs —
there are simply fewer devices to purchase and
manage. Designed for all day use outside the
The benefits of field mobility
reach throughout your operations,
improving the productivity of your
field workforce as well as many
other operational functions — from
sales forecasting and inventory
management to production
and accounting.
enterprise walls, Motorola’s rugged integrated
voice and data mobile computers deliver a total
cost of ownership that is nearly 50 percent lower
than consumer-grade equivalents.1 And industry
standard platforms and centralized management
tools enable easy and cost-effective integration into
your technology environment — and day-to-day
And finally, field mobility solutions help enterprises
to become more ‘green’ — a global environmental
initiative — by practically eliminating the use of paper
throughout field operations.
For more information on how you can put the power of
Motorola enterprise mobility solutions to work in your field
operations, contact your local Motorola salesperson or visit
Case Studies:
Field mobility solutions in action
The following six real customer case studies demonstrate the
value of mobility in field service and field sales organizations:
Nestle Malaysia
Food & Beverage/Field sales
Danka Business Systems
Equipment repair/Field service
Blue Bell Creameries
Food & Beverage/DSD

Schumate Mechanical
Equipment installation and repair/
Field service
Waste management/Field service
Telecom provider/Field service

“At the end of the day, it’s all about the bottom
line. Driving efficiency up and costs down,
while enabling faster decision making are key
priorities for the business. By tightly integrating
Motorola’s mobility solution and services with
our chosen sales force automation software
and back office operations, we now have an
end to end solution that has a direct impact on
our success as a company.”
Patrick Goh, Sales Project Manager,
Nestlé (Malaysia)
Nestle Malaysia
Headquartered in Vevey, Switzerland, Nestle is
the world’s largest food company, employing over
250,000 workers in over 500 factories and offices in
80 countries around the world.
The business problem:
Nestle’s Malaysia sales teams are responsible for a wide
variety of activities during daily visits to customers — from
market surveys and asset tracking to merchandiser audits and
gathering customer and market intelligence. The heavy use
of pen and paper for these tasks created a number of issues.
The time consuming error-prone processes resulted in low
productivity and data errors. And due to the inability to access
information during a sales visit, sales representatives were
unable to answer even basic customer questions — from
available stock to product information, order status and current
product pricing.
The solution:
A field mobility solution built on Motorola’s PPT8800 and MC50
Enterprise Digital Assistants was initially rolled out to over 71
distributors and 600 field force workers in Nestle Malaysia
and Singapore. Initially, over 90,000 outlets were covered. The
customizable easy-to-manage field mobility solution provided
sales representative, sales supervisors, distributors and
merchandisers with real-time access to people and business
essential applications out in the field:
Sales transactions are now posted in real time
Bar code scanning enables the easy and accurate capture
of a wide variety of data, from customer information to
product details
The sales force now has true anywhere-anytime access
to real-time inventory, sales history, order status and
product pricing
Mobile printing allows on-the-spot printing of sales receipts
The benefits:
Increased efficiency and productivity in the sales force
Reduced costs
Improved customer service
Improved data accuracy
Better decision making

Field sales: Food & Beverage
Having a distributed workforce makes
communications a challenge. Technicians will
not adopt something that is counter-intuitive and
does not meet their day-to-day requirements.
With the MC70, they started right away taking
service calls, doing all their parts operations and
within a week, it became second nature – and a
part of their day. The MC70 from Motorola has
really changed the way Danka does business.
Michael Calcinari, Vice President,
Service Planning & Support,
Danka Office Imaging
Field service: Equipment repair
Danka Business Systems
Service Provider
A leading provider of document information services,
Danka provides a loyal customer base with the
benefits of today’s digital imaging technology. With
over 100,000 print and copy machines out in the
field, Danka provides the routine and emergency
maintenance required to keep these mission critical
machines up and running.
The business problem:
Heavily paper-based business processes reduced technician
productivity. The company sought to provide technicians with
faster access to more information to free service technicians
to spend more time taking care of customers and servicing
equipment — and less time pushing paper.
The solution:
A field mobility solution based on Motorola’s MC70 Enterprise
Digital Assistant was rolled out to 1,000 technicians in just
three months. Danka’s technicians now have everything they
need to do the best job, right at their fingertips. The new
paperless system allows technicians to:
Receive electronic work orders
Access real-time parts inventory on the truck — and back
in the central warehouse
Locate and order a part needed from the central warehouse
in real-time for delivery to an upcoming stop that same day —
with just the press of a few buttons
Access service history, improving on-the-job knowledge
and troubleshooting
Capture signature for ‘proof of service’ and invoicing
Automatically capture of arrival and departure times
Call customers to confirm estimated arrival times
Work offline — no disruptions when a customer is
located out of range, or building construction creates
connectivity issues
The benefits:
Increased technician productivity — time for a minimum
of one additional service call per day
Improved customer service
Improved data accuracy
Reduced calls from the field for assistance with more
complex transactions by 60 percent — technicians can now
access most of the information with the Motorola MC70

Blue Bell Creameries
Started in 1907, Blue Bell Creameries started out
delivering ice cream by horse and wagon. Now, over
a hundred years later, Blue Bell Creameries is one of
the top three best selling ice creams in the country,
delivering over 50 flavors to 17 states.
DSD/Field sales: Food & Beverage
the velocity of the invoicing process. To address these issues,
Blue Bell was looking for a way to improve the overall efficiency
of the delivery process as well as enable real-time end-to-end
traceability — from raw materials to delivery.
The solution:
Blue Bell deployed Motorola mobile computers in the
warehouse and in the delivery trucks to enable the real-time
capture and transmission of the wealth of business data
required to streamline and provide real-time visibility into the
entire supply chain — from Blue Bell’s receiving dock to the
customer . In the warehouse, Motorola’s MC9090 mobile
computers connect to a Motorola wireless LAN (Motorola’s
WS5100 wireless switches and AP300 access points), enabling
warehouse workers to enter incoming shipments of raw
materials into the inventory system as they are processed
at the receiving dock. Out in the trucks, Motorola’s MC70
Enterprise Digital Assistant enables real time capture in the
company’s Direct Store Delivery function. Drivers are armed
with a palm-sized full fledge integrated voice and data computer
with a real time connection to key business applications as
well as telephone, text messaging and bar code scanning
capabilities. With the MC70 in hand, drivers can now:
Instantly see inventory in the truck in real time
Scan shipments at each stop for accurate and rapid
recording of deliveries
Present customers with an accurate electronic invoice
on the spot
Capture customer signatures to verify proof of delivery
and invoice accuracy
Instantly transmit invoices in real time to the
business system
The benefits:
Increased productivity
Improved customer service
Real-time inventory visibility and end-to-end
real-time track and trace
Improved cash flow

The Motorola system has increased
efficiencies across operations, from its
receipt of raw materials and its production
processes to its delivery of the final product
to the customer. “Now, within minutes you
can go into our computer system and trace it
backward and forward.”
Jim Kruse, CPA and Controller
Blue Bell Creameries
The business problem:
Like most manufacturers in the food and beverage
business, Blue Bell Creameries is dependent upon
their direct store delivery function to deliver product to
customers. But the outdated solution translated into
the slow movement of information to and from drivers,
which impacted route efficiency, inventory visibility and
Shumate Mechanical
Service Provider
Shumate Mechanical provides heating, ventilating
and air conditioning (HVAC) services to residential,
commercial and industrial customers in the greater
Atlanta, Georgia, USA region. The company employs
500 employees, and has 200 vehicles out on the road
servicing customers every day.
The business problem:
Service technicians in the field utilized paper forms
to capture information and perform transactions out
in the field. But the paper-and-pen based processes
could not keep pace with this rapidly growing
business — the flow of information was too slow
and inconsistent, affecting dispatch efficiency. The
company was looking for a paperless solution to
improve productivity and accuracy throughout field
The solution:
The company provided service technicians with a
Motorola MC70 Enterprise Digital Assistant and a
mobile printer, providing technicians out on the road
with the equivalent of a ‘pocketable office’ — and a
host of new capabilities:
Automated location-based dispatch — work orders
are sent electronically to the handhelds
Rapid completion of forms via speech-to-text as
well as keypad input

Access to the full range of information required to get the
job done as efficiently and effectively as possible —
including service history, inventory access, contracts, wiring
diagrams and more
Ability to complete, email or print invoices out in the field
Ability to process credit and debit cards out in the field for
real-time payment processing
On-board navigation for real-time directions, ensuring
prompt arrival at the next service location
The benefits:
With mobility in 40 vehicles returning a wealth of
benefits, a rollout to all remaining vehicles is now
underway. Benefits include:
Substantial 12 percent reduction (based on saving one hour
per technician per day) in labor save $208,000/year
Increased customer satisfaction and retention
Improved competitive advantage — ability to book next day
service appointments
Improved productivity for accounting staff – re-purposed
2 full time data entry operators
Inventory variance reduced from $4,000/month to zero
Real-time GPS eliminated the $10,000 budget previously
spent on maps
Substantial fuel savings anticipated from more
efficient routing
Improved service consistency through the ability to
present a comprehensive checklist for installation and
maintenance routines
Expedited cash flow
Improved workforce management — better visibility
into a variety of metrics enabled the development
of Key Performance Indicators to manage the field
service workforce

Field service: Equipment installation/repair
Service provider
Sodicome specializes in the collection and treatment
of medical, electronic and electrical waste for over
12,000 customers in 70 counties, with 13 drivers
making a total of 8,000 monthly collections.
The business problem:
Numerous government regulations required Sodicom
to maintain a specific set of information to document
the handling and disposal of medical, electronic and
electrical waste. A quadruplicate paper form was
utilized to capture the required data to document
the end-to-end waste processing: one copy was
provided to the originator upon collection of the
waste; one copy was kept by the driver; one part was for the
waste disposal company; and the last form was returned to
the customer to provide proof of disposal of the waste. The
inefficient process increased paperwork, reducing productivity
and increasing the risk of errors. In addition, the paper records
— 140,000 sheets of
paper per year — had to be maintained for three years, and
then destroyed.
The solution:
A Motorola MC70 Enterprise Digital Assistant in combination
with Zebra mobile printers replaced the paper-based process.
Now, electronic orders are sent directly to the driver’s MC70, and
instead of processing a quadruplicate paper form, drivers now:
Scan all packages at pickup to automatically and accurately
populate an electronic version of the paper form with
required information
Print a collection receipt right on the spot, providing realtime
proof of pickup
Print proof of delivery receipt for customers
Automatically upload all information at the end of the
workday — no additional end-of-day processing required
The benefits:
Guarantees traceability of all waste, providing
customers with increased security and reliability
Improves driver productivity — elimination of
paperwork during and after rounds enables the same
staff to handle more jobs per day, reducing the rate of
uncollected pickups from 4.5% to 1%
Reduces errors — data entry errors were
completely eliminated
Enables more efficient route planning
Provides customers with a real-time window into
pickup schedules
Eliminates the high cost of archiving and destroying
the massive amount of paperwork

Field service: Waste management
We have identified three main advantages
for our customers. Firstly, our customers
no longer need to archive paper documents.
Secondly, it saves time for the customer.
And thirdly, it guarantees waste traceability.
Philippe Roulle, Managing Director – ISD
Service Provider
Employing approximately 20,000 people, Swisscom
is the largest telecommunications provider in
Switzerland, serving homes and businesses across
the country.
The business problem:
Over 900 service engineers in four different business
sections received work schedules for the day and reported
work order status via different types of technologies. For
example, the fulfillment section utilized paper, receiving work
orders via fax. Alternatively, the assurance section utilized
company laptops to retrieve electronic work schedules. The
disparate systems hindered dispatcher ability to easily schedule
and coordinate across the work teams. And dispatch could not
send updated work schedules to field engineers who utilized
paper-based systems, hindering the company’s ability to
respond to urgent requests.
The solution:
With the new field mobility solution based on Motorola’s
MC70 Enterprise Digital Assistant:
Field engineers receive real-time work orders
Dispatchers can update work orders as needed to
address priorities
Any known information about the problem is also
transmitted to the engineer, eliminating the need for
engineers to repeat tests that were already conducted by
the in-house technical customer support center
Engineers now stamp each electronic work order with the
start and finish times for each job, which is then transmitted
back to dispatch upon completion of the service
The benefits:
10% improvement in engineer productivity by
eliminating paper
20% improvement in dispatch productivity via
automated route planning
Better field force management — real-time visibility
into engineer work schedules and job status enables
dynamic re-allocation and/or reprioritization of work orders
as needed throughout the day

Field service: Telecom
“The new enterprise digital assistants have really
helped us to update our scheduling and dispatch
procedure,” continued Basler. “The engineers
found the mobile computers very easy to use,
and the device can handle the knocks and bumps
of a day on the road with our engineers. We also
now have much more information about where
our engineers are, which job they are working
on, and can provide them with much more
information about the job in question, improving
efficiency and productivity and, as a net result,
our customer relations.”
Urs Basler,
Senior Project Manager
The anatomy of a field mobility solution
When it comes to enterprise mobility, look to Motorola for the unmatched portfolio of award-winning marketleading
products and services you need to deploy highly successful field mobility solutions that integrate easily
into your existing technology architecture — and your existing business procedures:
Integrated voice and data handheld mobile computers
Motorola’s family of integrated voice and data handheld mobile computers
offers essential features to fully maximize your workforce and the
rugged design required to achieve a low total cost of ownership (TCO).
Comprehensive wireless WAN options include your choice of cellular carrier
— as well as robust 3G network connectivity. Wireless LAN connectivity
enables cost effective communications in the office and in hot spots.
Integrated GPS enables real-time location-based applications. Bar code
scanning, RFID, signature capture and more combine with a broad variety of
accessories and third party peripherals — from mobile payment card readers
to mobile printers — to enable the automatic capture of virtually any type of
data and the completion of nearly any transaction out in the field.
Vehicle-mounted computers
Motorola’s VC6096 In-Vehicle/Fixed-Mount Mobile Computer packs all
the features you need to maximize operational efficiency out on the road
into a single easy to use rugged device truly built for life in the field. This
all-in-one in-cab solution provides your drivers with mobile voice and data
as well as integrated GPS and telematics, providing a comprehensive fleet
management platform that enables the collection of a wealth of real-time
data — including mileage, location, driver performance, vehicle metrics,
hours of service and arrival and departure times.
Two-way radios
Motorola’s two-way portable and mobile radio families provide reliable
and instant voice communications for your mobile work force — improving
the efficiency, productivity and safety of your workers. This diverse portfolio
offers: a variety of frequency ranges for operation anywhere in the world;
rugged models with enhanced features; compact and lightweight devices to
meet the needs of a wide variety of workers; and portable two-way radios
that are certified to intrinsic safety standards for use in hazardous classified
Bar code scanners
Motorola provides the industry’s most robust and innovative line-up of
Symbol scanner products — a portfolio that is unparalleled in breadth,
reliability, features and functionality. Choose from corded and cordless,
handheld and hands-free, and general purpose and rugged models that offer
a wide variety of scanning capabilities — from laser scanners that offer high
performance scanning for 1D bar codes to imagers that enable the capture of
1D, 2D and direct part marks as well as documents and signatures.
Payment systems and Micro Kiosks™
Interactive payment systems help build customer loyalty and maximize
revenues while reducing payment and transaction-related costs. The
advanced hardware and software architecture delivers the speed and
performance required for rapid data transmission, with a wide variety of
display and interactive capabilities.
OEM scan engines
With millions installed worldwide, Symbol scan engines from Motorola are
unmatched for reliability, performance, durability and size. These compact
ready-to-scan devices are ideal for deployment in space constrained areas
such as conveyors or checkout stands, or for integration into a wide variety
of devices, from kiosks and medical instruments to ATM and vending
machines and more.
Wireless infrastructure
Motorola’s comprehensive portfolio of wireless LAN and wireless broadband
infrastructure delivers world-class performance, security and resilience,
regardless of whether you need connectivity inside or outside the four walls
of your facility.
RFID infrastructure
A leader in the world of RFID technology, Motorola offers thirty years of
innovative excellence in the Automated Identification Data Collection (AIDC)
industry. A member of EPCglobal, Motorola has also been a key contributor
in the development of RFID standards, helping to provide the interoperability
required to simplify deployment and integration of RFID technology in the
enterprise. Our complete portfolio of products includes fixed, handheld and
mobile RFID readers, antennas, inlays and tags, allowing you to extend the
reach of RFID to every corner of your business.
Comprehensive mobility management solutions
The Motorola Mobility Suite delivers a true value-add for enterprise mobility
solutions. This unique family of software solutions empowers companies
to maximize the benefits and value of mobility by providing granular control
over every aspect of your mobility solution — including the ability to
remotely stage, provision, monitor and troubleshoot all your Motorola mobile
devices from a single centralized location.
End-to-end lifecycle services
Our lifecycle services are available to help you get and keep your Motorola
mobility solution up and running at peak performance. When it comes to
planning, designing, implementing your solution, our Advanced Services
offer ‘from the manufacturer’ product expertise and a wealth of vertical
experience gained from deploying millions of devices across industries
around the world. And once your solution has been deployed, our Customer
Services provide the day-to-day technical support you need to maximize uptime.

Part number BRO-FLDMOB. Printed in USA 02/09. MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names
are the property of their respective owners. ©2009 Motorola, Inc. All rights reserved. For system, product or services availability and specific information within your country,
please contact your local Motorola office or Business Partner. Specifications are subject to change without notice.
Total Cost of Ownership Models for Mobile Computing and Communications Platforms, Second Edition, Venture
Development Corporation, June 2007 (Exhibit Vb-2: TCO Comparison (Five Year and Annual) for PDA/Handheld
Computers: Field Service Environments)

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