Monday, July 15, 2013

Service Management and the Invisible Cloud


If you are using Service Management in Sage 300 Construction and Real Estate or Sage 100 Contractor, then you know that you have all the pieces you need to run the back office for a service organization. But to get the most out of your investment with Sage Software, your technicians need an easy way to interact with it.

Your field staff is mobile. They are in their service trucks or on your customer’s sites most of their day. Using a laptop, they could use remote desktop to interact with Service Management directly. But there are some major problems with this.

One, Service Management assumes the user has full permissions and knows and understands exactly what they are doing. For this reason alone, most service companies do not want their technicians to monkey around directly in Service Management. They might upset the delicate balance or order that your dispatchers work so hard to maintain.

Two, using Service Management in the field would require a laptop. Although this was a solid option a few years ago, the advent of the tablet has rendered the laptop obsolete for field technicians. Tablets are much less expensive, have a longer battery life, a built-in Internet connection, turn on and off instantly, and don’t require a flat surface to work on.

So if you aren’t going to let your technicians remote into Service Management, you need software that is designed for your technicians to use out in the field. Of course it would be web-based. The web allows your technicians to access the software anywhere on any device that browses the web. As long as the software talks to Service Management, you are good…right?

What’s all this talk about cloud software then? Cloud software means that all or at least most of the software package you are using is hosted by professional data centers in the cloud. Translation: You do not have to install the software on your servers, or worry about hosting the website at all. Why would this be an advantage to you? Because it means you don’t have to buy or maintain a web server and you can rest easy at night knowing if something goes wrong, your cloud service provider is responsible to fix it, not you.

So what is “the invisible cloud”? Cloud-based software is traditionally web-based, but it doesn’t have to be. In reality, the most optimal software solution for mobile work flows, is the software that adapts to maximize the potential on whatever device you are using. If the software abstracts its cloud based nature, so that as far as the user is concerned, it looks, performs, and has features like it is local to their device, then the cloud has been made INVISIBLE.

hh2 Field Service is such a system. The core software is in the cloud (on our servers), we install a synchronization tool on your Sage 300 Construction and Real Estate or Sage 100 Contractor server and it keeps the cloud service up to date.

Like traditional cloud software, we have an awesome web interface. It allows your techs to use the software from any device they wish and changes from the cloud are updated in Service Management, in seconds.

But we have taken it several steps further. Instead of just providing a web interface, we have ALSO provided an exceptional experience using native iPad apps. When you are using the app, synchronization with the cloud is done automatically in the background. Using push notifications, the iPads are notified of new work orders or changes within seconds, and updates on the iPads bounce through the cloud to update Service Management on the fly. If the device goes offline, it queues up the updates, and sends them when the connection is restored.

Why go with a service that renders the cloud invisible? Because you don’t have to worry about the connection or any of the technical details…it just works.

There is better news still. hh2 Field Service has a customer portal coming out this fall, that is a free add-on for all customers. And if you add up our up-front costs and service fees, you will find that we are a tiny fraction of competitors that not only make you host your own software, but lack the device specific capabilities that permeate the hh2 Field Service experience.

If you haven’t seen a demonstration of our software, we invite you to schedule one today. See for yourself the benefits of having your technicians and your dispatchers communicating and cooperating smoother than ever before. Contact us at 1-877-442-9327 or email us at sales@hh2.com to schedule your personalized demonstration today.

Monday, June 24, 2013

A Tale of Two Service Contractors


The Benefits of Mobility Solutions for Service Contractors


Fred, a service technician for Legacy Air, wakes up and heads into Starbucks to enjoy his morning coffee with his friend Joe, a service technician for Superior Air.  They both are great at what they do, and they often laugh as they compare notes and share war stories.  But Fred and Joe are going to have a very different day, because one company uses superior technology.

Fred heads into the office to get his stack of paper work orders that was assigned to him previously.  Joe opens his iPad and goes straight to his first work order.

After driving to his first appointment, Fred gets a head start of filling out the paperwork.  The customer shows him the faulty AC unit and it looks like it hasn’t been serviced for a while, so he makes a call to his office to find out.

By this time, Joe is already polishing up his first work order.  He checked for previous service on the unit, diagnosed the problem, checked off the to-do list, recorded the parts and labor, took before and after photos, completed the work order and had the customer sign off on the work…all on his iPad.

Legacy Air dispatch gives Fred the low down on the AC unit.  It seems airflow has been a consistent problem.  After examining the ductwork, Fred realizes that there is not enough return air and there are too many hard right angles impeding the airflow.  Fred decides to install round scoops in the ducts to at least partially solve the problem.  He does the work, airflow is better, the customer is thrilled, but now Joe spends the next 15 minutes finishing the paperwork and getting the customer’s signature.

Superior Joe is now on his third work order. Kelly, from dispatch saw the work order complete just after getting another call in the area.  Because there was time before his next work order, she assigned it to Joe.  Joe’s iPad received the work order within seconds and alerted him to the change in schedule.  Kelly watched Joe change direction on her iPad, which shows her the real time GPS location of all her techs, and updates her whenever they update their status, ask questions, or take photos.

When Joe arrives on site, he looks up the equipment to be serviced on his iPad, looks at the historical work orders, and pulls up the user manual that Kelly attached to the service location months ago.  He takes what he learns and applies it to the job at hand.  After finishing the work order, Joe collects payment on his iPad.

By the end of the day, Fred got three work orders done and Joe got five.  Fred’s work was all recorded on a stack of paper, which he’ll return to his office the following morning.  It could be days before they are properly keyed in and invoices are generated.

Joe and Kelly at Superior Air had better information and were able to use that information to be more efficient.  Joe’s work orders were all billed to the customer within seconds of the order being completed. 

The Morale of Our Story

Fred at Legacy Air is an excellent tech.  But when the information he needs is just out of reach, it limits his ability to be fast and efficient.  Because it takes so long to fill out, file, and key in paperwork, billing is a time-consuming task fraught with opportunities for error.  Plus there are other issues such as handwriting legibility, lost paperwork, and calculation errors that can cost Legacy air a lot of time and money.

Joe at Superior Air is also an excellent tech.  Because his iPad has custom software designed for his Service Management back office software, he has real time access to customer history, equipment history, equipment manuals, pricing, notes…etc.  Getting a solid mobility solution is helping Superior Air handle more business with less staff.  Techs can do more work orders in the day because they have all the information to understand the big picture and make the correct diagnosis the first time.  Since all the work order information is handled digitally, it is a lot easier to stay on top of things in the back office as well.  No more keying in paper written work orders.

If you are a service contractor, are you doing it the “Legacy” way, or the “Superior” way?  If you are doing it the “Legacy” way, then repeat after me… “I will stop the madness, and fundamentally improve the way my company does business.  I will be the catalyst for change and will accept the bonus my boss gives me for bettering the bottom line.  I will blow it on something nice, because I am worth it.”

hh2 Field Service is a mobile solution that keeps your data safe and accessible in the cloud.  We install a synchronization tool and you download the iPad apps.  We can have you set up in a few hours.  Best of all, we are the least expensive and the most elegant, truly usable solution on the market.  Visit us at www.hh2.com for more information.

Saturday, April 30, 2011

Reality Distortion and the iPad 2

With the release of the iPad 2, the ‘Reality Distortion Field’ dialogue has picked up once again. For those not familiar with the phrase, it refers to the alleged superpower of Apple to create so much hype around their products. With so many hoping to tap into the nearly $10 billion the iPad made in its first nine months, competitors are doing everything they can to prevent the masses from purchasing the new iPad 2, including creating reality distortions of their own.

Understanding the tablet market is essential to understanding the stock prices of the companies in it.  The iPad 2 sales will have major impacts on the stock of Apple, its suppliers (Toshiba, Texas Instruments, Broadcom...etc.), and its competitors (Motorola, Samsung, HP, Dell and a host of others).  In examining how the iPad 2 stacks up, I will compare it against the most capable competing tablet that currently exists in the market, the Motorola Xoom. It runs Android’s long awaited Honeycomb tablet OS.

CPU & Memory

The Motorola Xoom features a dual core 1 Ghz Tegra 2 processor designed by Nvidia and has 1 GB of volatile system memory (DRAM). The new iPad 2 runs a dual core 1Ghz A5 processor designed in-house and only has 512 MB of volatile system memory. Apple simply states that it is up to twice as fast as the original A4 in the first generation iPad and has nine times the graphics performance.

The Reality Distortion

It has been claimed that the Nvidia Tegra 2 with 1GB of system memory gives the Xoom a major performance advantage over the iPad 2. AnandTech, a hardware analysis firm, has benchmarked the two and found that the iPad 2 outperforms the Xoom in all but one of its page load tests and beats the Xoom in the Sunspider Javascript Benchmark. Apple benefits from tight control of hardware and software to ensure optimal real-world performance. Claims that state performance advantages based on paper specs aren’t based on reality.

Storage and SD Cards

The Motorola Xoom, currently $799 at Best Buy, has 32GB of internal NAND Flash Storage and an SD Card expansion slot allowing additional memory to be added or swapped out, at will. The 32GB iPad 2 3G model has 32GB of internal NAND Flash with no SD Expansion slot and retails for $729. The iPad 2 3G also comes in a 64GB size for $829.

The Reality Distortion

Both devices have a 32GB option with the iPad 2 being $70 cheaper. To take advantage of the SD Card slot and beef up the Xoom to 64GB, a user must purchase a 32GB SD Card, currently $99 at Best Buy. That makes at total of $898 for the 64GB Xoom and $829 for the 64GB iPad 2. Internal NAND Flash Storage outperforms SD Card storage, and is more reliable. Also, Honeycomb does not currently support the SD Card slot. Only in a distorted reality does a lower quality but more expensive and unreleased option give the advantage.

Front and Rear Cameras

The Xoom has a 2MP front facing camera and a 5MP rear facing still camera and records video at 1280x720 at 30 frames per second (fps). The Xoom also sports a LED camera flash. The iPad 2’s cameras are both less than 1MP and lack a LED Flash, but it records video at 1280x720 at 30fps.

The Reality Distortion

The Xoom’s ability to take still images is clearly superior. But the video recording capabilities of the Xoom and the iPad 2 are identical. The reality distortion is how big of a deal some are making of this. Most tablet users are likely to have a high resolution camera on their smartphone. Apple proved that they can sell well over 15 million of the original iPads without a camera of any kind. The Xoom’s cameras are superior, but this is not the critical issue some are trying to make it.

4G Network Connectivity

Neither the iPad 2 nor the Xoom support 4G. Motorola says the Xoom will be upgradable to 4G later this year.

The Reality Distortion

You won’t find a more distorted reality than in the claims the American wireless industry about 4G. Sprint has the biggest head start but is not getting a consistent speed increase over the top performing 3G networks. T-Mobile claims to have a 4G network but is using similar technology as AT&T’s 3G network. Both Verizon and AT&T will be using LTE and are in various stages of deployment. Verizon has a decent head start, but it is going to be a few years before speeds and coverage will make 4G ready for prime-time. Only on paper are tablets superior because they support 4G in 2011.

iOS vs. Honeycomb

Honeycomb is a brand new operating system that innovates in so many areas it is hard to keep track. The operating system and apps that ship with it are impressive, but are works in progress and have received mixed reviews. There are currently very few Honeycomb optimized third party apps. When in doubt, Android gives the user the power and choice to use new features, even if it pushes the limits of existing hardware.

iOS 4.3 is a tested and proven operating system that is simple to learn and simple to operate. Apple goes to great lengths to preserve the simplicity and user experience of its devices. The apps produced by Apple show a great attention to detail and a high degree of polish. The iPad 2 has over 65,000 iPad optimized apps at its disposal. In general, Apple has not released new features unless it can do it simply and elegantly with its existing hardware.

The Reality Distortion

You will see a great many claims by Android fans about all the features that are available in Android vs. iOS. These claims are for the most part true. Google has consistently shown its ambition in developing Android and Honeycomb. The distortion of reality is that all these features make Android a better operating system for the masses. There will be some that want the flexibility that Honeycomb provides, but iOS based devices have proven over and over again to have a lower learning curve and return rate, while having higher loyalty and customer satisfaction levels. Bottom line is that you are pitting power and flexibility vs. simplicity and elegance. For most people, simplicity is power and that tips the scale in favor of iOS.

App Store vs. Android Market

The Google Market is estimated to have over 250,000 Android apps, with their tablet-optimized apps numbering in the hundreds. Apple has confirmed its App Store to have over 350,000 unique apps with over 65,000 apps dedicated to the iPad. The App Store recently hit its 10 billionth app download.

Apple has a formal review and approval process to get an app approved in its App store. App submissions are checked to see that they don’t misrepresent their stated function and that they install and do not crash during normal usage. They are also checked to make sure they don’t do anything grossly malicious and that they don’t use undocumented API’s that could cause instability. Apple also enforces strict rules about what an app can do under the covers. Apple has banned pornographic apps, and apps that only provide marketing information. In short, Apple dictates that an app must do something it deems as useful to be sold on its app store.

The Android Market has few restrictions in comparison, and has no formal review process.

The Reality Distortion

To simply compare the number of apps available in Apple’s App Store vs. the Android Market and declare the winner is a gross over-simplification. The true test of a tablet is how useful the device is in the real world. And for that, we rely on not only the quantity, but quality and diversity of its apps.

Android fans say that Apple is too controlling by having to get an app approved before it can be sold in Apple’s App Store. But the approval process gives the common customer much more confidence that they will be purchasing a higher quality app that does what it says it will do.

Since the Apple App Store generates the vast majority of revenue for mobile app developers, it is where the majority of the development time and updates are being spent. Apple has recently announced that it has paid developers over $2 billion in revenue from selling apps on its App Store.

Multitasking

Full, unrestricted multitasking, is allowed in Honeycomb apps. Multiple apps are allows to run indefinitely, even when the app is moved to the background. In iOS, apps are suspended when moved to the background and are resumed when brought back into the foreground. Apple allows certain types of activities such as GPS, VOIP, and music to run indefinitely in the background. Also, certain tasks are allowed to run for a time when the app is moved to the background before the app is suspended.

The Reality Distortion

Many claim that Android background task system is vastly superior because it is unrestricted. The reality of the situation is that Android’s background task system is nonexistent by comparison. It simply allows apps to remain open until a user closes them, consuming power, memory, and CPU cycles in the meantime. Apple has taken a much higher road in order to protect the user experience by developing and enforcing a true background task management system. Most people would be hard pressed to come up with a real world example of something that Android can do in the background that iOS can’t be made to do as well. Any experienced iOS developer could illuminate the possibilities for you. The few real world advantages offered by Honeycomb in this regard are easily traded for the increased battery life and responsiveness of the iPad 2. In fact, when Engadget did a review of the Motorola Xoom, the reviewer did not get the battery life that Motorola claimed but indicated that he had a couple of apps running in the background and that was probably the culprit.

Flash Support

Currently, neither Honeycomb nor iOS supports flash. Google has announced an update to support flash is on its way.

The Reality Distortion

There are many sites out there that use flash. The majority of sites that do, don’t rely on flash for anything other than video or short multimedia presentations. The claim that iOS can’t access the full web because it doesn’t support Flash is a marketing tactic. Flash uses too many system resources to be efficient on a mobile device. Most Android users turn it off by choice and it’s not available on Honeycomb in the present.

Conclusion

In spite of the ‘Reality Distortion Field’ accusations leveled against Apple, they are one of the few firms you can count on to release the number of devices sold and the amount of revenue generated as a result. You don’t have to worry about the translations of “quite small” and “quite smooth” that Samsung investors have had to deal with.

There is certainly a lot to like about the Motorola Xoom and Honeycomb. In some ways, they exceed the capabilities and specifications of the iPad 2. But when you are competing against a market leader who has superior branding, it is not enough to win on a few specifications. You must have a much better solution at a much cheaper price. The Xoom has neither. Android phones compete with the iPhone on price, and in order for Honeycomb tablets to achieve the same success, they must follow suit.

It will be interesting to see if Steve Jobs’ prediction that 2011 will be ‘The Year of the iPad 2’ is going to prove itself out. But you can count on the competition spending billions to keep it from happening. Honeycomb will mature significantly. Nvidia has a quad core processor called Kal-El in the works. But the iPad 2 is ready to compete on its own merit. There is no need for Apple to spread misinformation or distort reality, “...the truth is far too much fun”. In order to get consumers to spend more money on an immature OS, unproven device, and without the apps available to the iPad 2, there will need to be some reality distortion...there is just too much money on the line to stick to the facts.

Monday, August 16, 2010

Construction Technology: Year of The iPad

There is no question that Apple, www.apple.com has ushered in a new age of portable devices.  With the launch of the iPad this year, more and more companies are empowering their employees with the new mobile device.  While the iPad is not a fit for all construction companies, it does have the industry discussing the use of tablets out in the field.

Since the launch of the iPad in April, needs for construction companies have relatively stayed the same.  Contractors still require timely communication with field employees; access to realtime information including, payroll, daily logs, work orders and schedules.  Prior to April of this year there were solutions available to contractors that could help accomplish all of these items; how is the iPad any different?

Prior to iPad's launch, field employees had to work with limited graphical displays of mobile phones.  Trying to find the right solution was tough.  The alternative to a tiny mobile device was the laptop which is bulky and comes with a relatively high expense.  The great power of the iPad is its ability to deliver a full desktop experience regardless of location.

The iPad paired with the right web solution can provide realtime access to information from remote time keeping and field reporting, to service management.  hh2 Web Services has seen the continually growing trend of mobile solutions in the construction marketplace and recently announced full iPad integration for Sage STE Service Management with the release of hh2 Field Service.  hh2 plans to release other remote applications supported under the Apple iPad platform.

Construction companies are acknowledging the lower cost of entry when compared to other tablet devices on the market.  Although, there have been some concerns in the field regarding the iPad's durability and glare issues.  For more information on how to address these issues, refer to my prior blog entry "iPad Built for Construction" 

With the technology advancement of the iPad, construction companies will have greater options when it comes to remote time entry, field reporting and service management.

Jason Morrison
hh2 Web Services
www.hh2.com

Thursday, August 5, 2010

iPad Built for Construction

Just like the iPhone being used in the construction industry, the question most often that comes up is "what kind of abuse can it take"?  Is the iPad worth the investment to construction companies looking for a mobile field solution?  Just how durable is the iPad on the job?

I have now owned my iPad for a few months since it was first released.  After seeing several durability tests performed online, it was apparent that the iPad with it's large screen is more acceptable to damage.  Small drops on to pavement showed glass damage to the screen.  The durability of the iPad was not near the same as the iPhone when dropped from the same distance on to a hard surface.

The following video demonstrates the durability of the device from a small drop:



The device clearly does not hold up to any hard surface drops. The alternative is to use a durable case such as the new Otterbox Defender series for the iPad.  Using the case now turns the the iPad into a valuable field solution that can hold up to the daily abuse on a construction site.

This next video reviews the Otterbox Defender case for iPad:



The case appears to be solid  and the price of $89 is relatively inexpensive for this type of solution.  You can see in this next video a much better outcome when using a durable case like the Otterbox:



Drops from the same level using a durable case prove that the iPad can hold up to a beating on the job.  Always protect your investment. With proper care these devices can last a long time and prove to be a great tool out in the field.


Jason Morrison
hh2 Web Services
www.hh2.com