Best Practices to Successfully Implement Your Field Service Mobile Strategy

Shawn McEwen, Business Development, Sybase, an SAP Company

Enterprise information is now on the move, as mobile workers use smartphones and other mobile devices to stay connected and productive  in and out of the office. With the proliferation of mobile devices enterprises need to prepare themselves to manage personal and corporately owned devices. IT departments are responsible to keep all mobile devices connecting to the enterprise secure and the devices application managed.
Furthermore, they are challenged with the complexity of mobilizing existing back-end systems to constantly changing mobile device operating systems and form factors.
This session will explore strategies that will enable your enterprise to successfully implement a mobile field service strategy including best practices, use cases and industry expertise.
Key Trends in Enterprise Mobility

Nicholas McQuire, Research Director, Enterprise Mobility Strategies EMEA

Smartphones, now surpassing PC shipments worldwide, grew 83% in Europe in 2010. With mobile working growing 7%+ each year and close to half of Europe's workforce classified as mobile, IT departments are recognizing that mobility, including the use of personal devices and applications such as smartphones and tablets, is becoming strategic .   While strategic enterprise mobility may exacerbate complexity and risk for some, for most, it will be a huge force of competitive advantage over the next 5 years due to the improved collaboration and business agility, process improvement, innovation and employee satisfaction it drives. This session will overview the enterprise mobility landscape today and provide insight regarding what it means for future workforce management strategies, covering important pillars of the market from a customer perspective including mobile management and security, consumerization of IT, device trends and enterprise mobile applications.

Lessons Learned from the Field - Successfully Optimizing Mobile Workers

Sarah Howland, Editor In Chief of Field Technologies Magazine

Join Sarah Howland, Editor In Chief of Field Technologies magazine as she shares valuable insight gathered from end users, analysts and vendors in the field service space around optimizing your mobile workforce. Field Technologies Magazine has identified a number of field technology categories to take a closer look at; from handhelds and tablet computers to fleet management and field service automation software.  This session collects a wealth of insight from industry experts, including the must- have features and functionality for each field technology and identification of top mistakes companies commonly make during deployment with advice for you to avoid making these same mistakes during your deployment.  Featuring real life examples of how these field technologies are being used to deliver measurable business benefits; this session is a must attend for anyone looking to understand the technology options that are available to help optimize your mobile workers or researching and deploying field technologies within your organization.

Advice From Mobile Experts - Strategy, Preparation and Implementation

Kevin Benedict, Mobility Analyst and SAP Mentor

Kevin Benedict has interviewed more than thirty mobility experts and asked them for advice on a number of important areas in enterprise mobility.  In this session, he will be sharing their advice and recommendations for best practices.

Benedict is a mobile and M2M (machine to machine) industry analyst, enterprise mobility consultant, blogger and SAP Mentor volunteer.  He is active in SAP's blogger program and session leader at many SAP events.  He is a popular enterprise mobility consultant, writer and speaker on subjects related to the mobile enterprise.

Shawn McEwen is a Senior Business Development Manager for Sybase, an SAP Company and is responsible for driving strategic opportunities within our partner community. With more than ten years of experience in Enterprise Mobility, Shawn helps define the risks and opportunities when considering a
Nicholas McQuire joined IDC in 2010 as research director for the EMEA Enterprise Mobility research program. In this role he is primarily responsible for research into the adoption, supply,

and emerging technology trends in the mobile business market, including strategic guidance on end-user trends, vendor and service provider go-to-market strategies, and market forecasting across communications, mobile enterprise applications, mobile device management and security and mobile enterprise services in the EMEA region.

McQuire has over 10 years’ experience working in the enterprise mobility sector. Before joining IDC, he was a senior manager in the Insight, Strategy, and Planning division of BT Global Services' Marketing Centre of Excellence, where he provided regular strategic insight on win-loss activity, market/competitor analysis, and product/proposition development for the mobility and unified communications portfolios. Before joining BT Global Services, he headed up European enterprise mobility research at Yankee Group.

He has an MA in economics and international relations from the University of St Andrews in the U.K. and a BA with first class honors from Mount Allison University in Canada.
Sarah Howland is the Editor In Chief of Field Technologies Magazine (formerly Integrated Solutions) and Field Technologies Online produced by Jameson Publishing (Erie, Pa.). In this role, Sarah is responsible for the editorial content and direction of the monthly periodical
and website that educate IT decision makers about leading-edge technologies and applications that drive business performance. Field Technologies is the premier resource for the optimization of field workers, service, and assets. Field Technologies provides service, transportation, and public works professionals with information on technologies to improve their businesses including field service software, mobile computing hardware, RFID, and M2M. Sarah is a graduate of Gannon University and holds an MBA from Penn State University.
Kevin is a mobile and M2M industry analyst, SAP Mentor and SAP Top Contributor for enterprise mobility. He is a popular enterprise mobility consultant, writer and speaker on subjects related to mobile enterprise. He has over 22 years of experience working with enterprise software applications and has built
a mobile enterprise software company from the ground up that experienced 100% year-over-year growth for 4 straight years. Kevin Benedict has been in the high tech industry for over 20 years and in the software industry since 1992. He is a popular technology evangelists, writer and speaker on mobile computing, EDI/B2B processes and SAP enterprise business automation strategies.
How to Build a ClickMobile App with Zero Coding Using the Mobility Studio
Hadar Shafir, Product Manager, ClickSoftware

This presentation is a business overview of accelerated app development in the enterprise.  Hadar Shafir will walk participants through the steps to define your organization’s requirements/ scenarios, how to configure business views,  fast and easy form building, as well as developing expressions and work flows.  The presentation will finish up by providing a sneak peak of how all this can be done inside the ClickSoftware Mobility Studio.


Register for the Virtual Mobility Summit here.


mobile strategy based on understanding unique business requirements matched with the best in class mobile technology. Shawn holds a degree in Arts and Science from Conestoga College, Waterloo, Ontario.

HTML5: why, when, how...
Gil Bouhnick, Director of Mobility Solutions, ClickSoftware

Today, organizations are experiencing a shift from traditional mobile devices such as BlackBerries and even Windows Mobile to newer platforms dictated by their employees. Mobile consumers are now using: iPhones, Android smartphones, and iPads, all looking to use their personal devices, habits and knowledge – for work purposes. Device agnostic solutions and zero footprint applications, are now a must.  Together with all the changes, new platforms and devices, and the fact that more people are using mobile devices these days and looking to perform most of their work activities "on the move", HTML5 is becoming a star as it seems to fit perfectly to the requirements and the actual needs.

This session will walk participants through the evolution of HTML5, the need in the market for a cross functional platform, the state of HTML5, how ClickMobile leverages HTML5 technology, and the future of this increasingly popular web technology.

Gil Bouhnick, is ClickSoftware’s Director of Mobile Solutions and a self-proclaimed mobile gadget addict.  Throughout Gil’s career he has held positions in software engineering focusing on building client side applications (ClickSchedule was one of them), R&D and product management.  As part of the ClickSoftware mobility group, Gil was part
of the team responsible for building: ClickMobile Advanced, ClickMobile Professional, and Mobility Suite.  Gil is the author of two blogs: The Mobile Spoon and MobileFever, which focuses on parts of mobility which are mostly relevant for the enterprise.

Analytics in Mobility: The ClickMobile Dashboard
Hadar Shafir, Product Manager, ClickSoftware

Providing the right analytics to the right individuals within an organization is key to maximizing the benefits you gain from a mobility solution.  Each individual role needs a unique set of data to help them improve performance and make informed decisions.

Employees in the field need widgets showing personal KPIs, supervisors rely on reports of activities (KPI's on a higher level) as well as push alerts, and executives depend on push reports such as daily trends, weekly performance, and red flags.  This presentation focuses on the key mobility analytics you need to optimize your service organization and how to easily get them in the hands of the people who need them.

Hadar Shafir, ClickSoftware, Product Manager
Hadar Shafir, ClickSoftware, Product Manager
Evolving Service Departments
Saul Sherry, Editor, Service Management, United Business Media

Service Management Editor Saul Sherry dissects the workings and evolving trends of service departments, examining pressures and processes.

Saul Sherry, Editor, Service Management, United Business Media

The New Era of Mobility: A Platform to Empower Every Mobile Workforce

Mike Karlskind, Vice President of Service Optimization Strategies, ClickSoftware

Mobility in the business context has arrived with a vengeance felt by every CIO and IT director – from every direction. Most companies entered the mobile world with clear intentions, to eliminate the paper, inaccuracies, and delays associated with work in the field (e.g. technicians, inspectors, emergency personnel). The deployments of this “new” technology required significant software development, re-training much of their workforce and strict limitations of who could have, use, and control a mobile device. While we have all been witness to the rapid expansion of mobile devices and the technology that runs on them, converting our experiences as a consumer into a business carries entirely different requirements – and more than a mobile application – a “platform”.

Users and departments each have their own requirements- for this functionality and that, on this device and that. But when we look at the requirements of the enterprise as a whole, we see that a salesperson, an executive, a field technician, and even the customers all have the need to see much of the same information about the customer profile and their assets or products. Further, all of their interactions with the customer are, or should be intertwined to enable the recently popular “360 degree management” of a customer. The mobile requirements of individuals, viewed as a whole operation show the necessity for a platform in which the “mobility” part is commoditized, and there is workflow management, business policies, and intelligent information sharing behind the scenes. The vision and reality of such a platform will highlight the opportunities and challenges for IT executives in a new era, in which every mobile workforce can be empowered, without consideration of their location.

 Mike Karlskind has been working with service organizations for more than 15 years across industries and the world to streamline processes and optimize service decisions – essentially helping businesses break down walls that exist in their organization. As Vice President of Service Optimization Strategies, his
experience is a collection of lessons from companies in computer services, utilities, telecommunications, capital equipment, home services, retail services, insurance, and medical equipment.

Mike has worked closely with ClickSoftware CEO and Chairman, Dr. Moshe BenBassat to establish ‘ClickSoftware University’, a series of educational sessions intended to assist all types of service organisations on their path to service excellence.  Mike is one of the contributors to Clickipedia, our industry blog, and leads executive seminars on the subject of service process efficiency and optimized decision-making. He holds a B.A. (and continuing passion) in mathematics and is a contributor to ClickSoftware’s patent for the "Method and system for assigning human resources to provide services" (US 6,985,872 B2).

The Value of Mobile Solutions In achieving Successful Service Transformation
Steve Downton, Joint Managing Partner, Downton Service Management Consultants

Is a presentation which will consider the important role that mobile solutions performs in companies  successfully  achieving a service transformation.  This role includes generating improved communications to more effectively support customer interface staff.  The essential requirement of mobile solutions is to provide the foundation of new and low-cost service delivery models and support remote solutions to provide a more effective response to customers while delivering considerably more value than simply a fast fix.

Steve works with all types of service companies and has been benchmarking the service industry since the early nineties.  From the benchmarks and his assignment work he has published significant research throughout this period,

including a book entitled "Service economics" which comments on trends and their impact on the service industry. Currently he is undertaking further research into how companies are overcoming the numerous challenges of service transformation, and is working on assignments with a number of companies to successfully implement innovative mechanisms to provide profitable results.