Enterprise Tablets: Making Sound Investment Decisions to equip your Field Service Engineers with the right mobile device - Ian Davies (Motion Computing) - Service Management Expo,

Enterprise Tablets: Making Sound Investment Decisions to equip

your Field Service Engineers with the right mobile device.

Ian Davies, Country Manager, Motion Computing

• 215 Companies surveyed in the following industries Professional Services, Manufacturing, Healthcare,

Government, Retail, Telecommunications, Wholesale, Transportation, Utilities, Third Party Logistics and Hospitality

• 56% <1000 Employees• 44% >1000 Employees• IT & LOB Executives (manager level or above) involved

in purchase/approval process of Enterprise Applications and Services

• Full report is 48 Pages• Copies available to all attendees today

Presentation Contextvdcresearch.com

vdcresearch.com

Leveraging Connected Smart Mobile Devices to Enable Real Time Decision Making and Transaction Processing

among Remote Mobile Workers

What is Enterprise Mobility?

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Massive Scale to Devices Connecting to Internet

1995 2000 2012 2020

Stationary (PC)

Computing(you go to device)

Mobility/ Consumerisatio

n(device with you)

Internet of Things 1.0

(age of devices)

Internet of Things 2.0

(people, processes, integration)

200M

10B

50B

Source: Cisco, VDC Research

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Asset Management and Utilisation

Workforce Productivity

Supply Chain Optimisation

Customer Loyalty and

Repeat Business

Innovation

Enterprise Mobility Benefits and Investment Drivers

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Fastest growing rugged market segment

2010 2011 2012 2013 2014 2015 2016 2017€0.00

€100.00

€200.00

€300.00

€400.00

€500.00

€600.00

0

100,000

200,000

300,000

400,000

500,000

600,000

Global Rugged Tablet Market Opportunity

Revenues Units

EU

RO

Millions*

Unit

s

Rugged Tablet Market

*Converted from USD using 2013 Conversion Rate

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Solution focus needs to emphasise the complete user experience

Non responsive touch display in wet conditions

High incidence of device hardware failure

Application not intuitive/easy to use

Lack of enterprise-class accessories

Security vulnerabilities

Washed out display in bright conditions

Remote management and support capabilities

0% 5% 10% 15% 20% 25% 30% 35% 40%

13%

14%

17%

25%

29%

33%

38%

Mobility Issues of Greatest Concern to Organisation

Enterprise Mobility Issues Far Reaching

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From direct sunlight exposure to use of device with wet or gloved hands, all impact the usability of mobile devices by field workers

None of the above

Device exposure to extreme vibration

Device exposure to extreme (low/high) temperatures

Use of device in wet conditions (rain)

Use of device with gloved hands

Use of device in direct sunlight

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

38%

22%

24%

28%

28%

43%

Considering the Use Environments Critical to Device Selection

Environments or scenarios common to your most recent mobile deployment by form factor

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Satisfaction notably low features: rugged design (dust and water), battery life, quality, security and wireless

Mobile Device Requirements

Variance in Ratings of Feature Importance and SatisfactionVariance in Ratings of Importance and Satisfaction (each rated on a 10 pt. scale)

FeatureVariance

(I – S) Rugged Design (Dust & Water Protection) 0.97 Battery Life 0.74 Quality/ Reliability 0.49 Security Features 0.49 Price Competitiveness 0.48 Broadband Wireless Functionality 0.39 Touchscreen Sensitivity 0.32 Performance 0.20 Instant On Capabilities 0.18 Outdoor Readable Display 0.16 Rugged Design (Drop Capability) 0.15 OS Platform Stability 0.03 Vehicle Mounting Options -0.04 Replaceable Battery -0.13 Stylish Design & ID -0.32 Light Weight -0.32 Digitiser Pen -0.37 Screen Size -0.83

Variance in Feature

Importance & Satisfaction

Needs Not Satisfied

Needs Satisfied

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Not all platforms are created equal – enterprise considerations are critical

Enterprise Tablet Operating System Considerations

• Security support

• Multitasking capabilities

• WiFi connection management

• Lifecycle support and version control

• Wireless Printing

• Connectivity

• Backend integration

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Jump in failure rates of mobile devices used forLine Of Business applications

Smartphones Tablets0%

5%

10%

15%

20%

25%Annual Failure Rate by Form Fac-

tor

Rugged

Market Fundamentals for Rugged Are Strong

• Influx of consumer mobile devices in enterprise line of business workflows driving up failure rates

• Many smartphones and tablets are being deployed with specialised accessories – such as a sled based device for scanning and payment.

• Other challenges with consumer devices include:

• Accessory management

• Wireless performance

• Use with gloved hands/ wet conditions

• Lifecycle management

• Security

• Battery management

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Variety of hardware and software issues driving failure

Plug-in wireless cards

Peripheral/accessory

Wireless radios

Drive failure

Damaged keyboard/keypad

Software failures

Cracked display

0% 10% 20% 30% 40% 50% 60% 70% 80%

9%

16%

16%

19%

30%

48%

67%

Leading Symptoms of Device Failure

Variety of Hardware and Software Issues with Consumer Devices

Excessive vibration exposure

Dust particulates exposure

Excessive heat/cold temperature exposure

Unauthorised changes to device configuration/settings by end user

Water/liquid exposure

Software related issues

Dropping device

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

8%

9%

11%

14%

38%

42%

77%

Leading Causes of Device Failure

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Each device failure can cost an organisation in upwards of 200 minutes of labour

Smartphones Tablets0

10

20

30

40

50

60

70

80

90

100 Productivity Loss, Diagnosis & Time

Required to Redeploy

Productivity LossInternal Time Spent to Diagnose and Repair

Min

ute

sLeading to Significant Worker Productivity Loss

Field Applications (WAN)

Facility Applications (LAN)

0

20

40

60

80

100

120

140

160 Productivity Loss, Diagnosis & Time

Required to Redeploy

Productivity LossInternal Time Spent to Diagnose and Repair

Min

ute

s

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Hard Costs

Hardware• Mobile Platforms• Peripherals

Software• Upfront Fees• License Fees• Development Costs

System Design and Integration• Application Design and

Development• System Integration• Staging

Soft Costs

Training• Initial User Training• On-going User Training

Operational• System Maintenance• 3rd Party Technical

Support• Internal Technical

Support• Upgrades• Application Management

Downtime• Lost Manpower/Wages• Lost Revenues• Hardware Replacement

TCO Critical to Making Right Tablet Investment Decision

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Rugged Tablets Non-Rugged Tablets€0

€1,000

€2,000

€3,000

€4,000

€5,000

Annual Tablet TCO

Upfront Deployment Hard Costs IT Support Costs Productivity Loss Costs

IT Support and Pro-ductivity

Loss Costs Account for 89% of TCO

Tablet TCO for Line of Business Applications

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• Increasing importance for strong metrics such as ROI and TCO to not only validate investments but similarly to track and measure use of mobile solutions within the enterprise post deployment.

• Line of business mobile solutions are business and mission critical – and need robust and reliable solutions to support them.

• Consumerisation of IT all about introducing consumer experiences – NOT technology – into the enterprise. Traditional enterprise oriented mobile solutions need to catch up.

• Critical is aligning right mobile solution with target user and application environment. Flood of consumer technologies in the enterprise has driven spike in failure rates.

• The cost of supporting and managing a device post deployment is just as, if not more, important that the upfront device investment.

Enterprise Mobility Investments: TCO and ROI Models Becoming More Critical

• Leave name and email address• Drop by the stand – P1480• Send me an email: [email protected]

Thank You…and if you’d like a copy of the full VDC report…