We all know the human condition is based on reciprocity; if you pass someone on the street and smile or head nod, you want a smile or head nod back. We’re social animals. We want to be acknowledged and treated well.
That’s the core of good customer service — but good customer experience, which involves a company really thinking about the different steps and touch points in a process, goes a few steps beyond that.
We put together The critical role of field service management in customer experience to showcase research around the topic, and to provide you with a baseline case for getting started on customer experience design (provided you haven’t yet) or furthering your existing efforts
You can download it — use it as a guidebook to the experience process and its value (the “why” of doing it), and if you have any questions, don’t hesitate to contact us to discuss how customer experience relates to field service even more.
With consumer devices now boasting IP67 ratings, it can be challenging to convince your customers that IP ratings are only part of what makes a device truly rugged. That’s why we’ve created an infographic to aid your conversations.
Rugged devices are put through various tests to ensure they can survive the most extreme outdoor environments. These include sudden temperature changes, the ability to fully operate after drops from 3m and exposure to varying effects of atmospheric pressure, plus many more.
HTC is expected to unveil its latest flagship smartphone, the 10, at an online launch event scheduled for April 12.
Features of the new HTC 10 phone of interest to enterprise users include Qualcomm’s latest Snapdragon 820 chip with Adreno 530 graphics, 4GB of RAM and 23GB of free internal storage supplemented by a microSD slot, which should bump up storage to around 32GB in total (minus operating system and preloaded software), according to VentureBeat’s Evan Bass, who had spoken to a source who had seen the prototype.
The 5.1-inch HTC 10 is expected to run Android 6.0.1 Marshmallow and have HTC’s Sense 8.0 user interface and a 1440 x 2560 QHD display. It will feature a rear-facing camera with 12-pixel resolution and laser-assisted autofocus. Both the front-facing and rear-facing lenses offer optical image stabilization, according to Bass.
HTC is counting on the HTC 10 to be a big hit to help it rebound from several quarters of losses, reported Diana Goovaerts with WirelessWeek. In its most recent quarter, HTC reported an operating loss of $126.8 million on $794.8 million in revenue, the third consecutive quarterly loss for the Taiwan-based
Whitepaper: Prepare Your Business for the Future of Mobility
The mobile market is evolving, and organizations must be ready to meet the needs of a multi-device mobile environment that includes not only smartphones and tablets, but also wearables and smart devices in the IoT.
This whitepaper from AT&T provides key insight into new challenges, including:
BYOD and Corporate Device Management
Mobile Application Strategy
Tools for Mobile Workforce Productivity
Seamless Cross-platform Implementation and Security
The rugged vs consumer debate has been an on-going technology discussion in the channel with a number of businesses choosing consumer devices over their superior rugged counterparts on the belief that they are more cost effective.
The issue we see is that while investing in rugged technology is a long-term investment for the true value to be fully realised, businesses are taking a short-term view on spending based on their immediate budgets. When the cost of rugged devices are compared to their consumer grade counterparts, businesses see the consumer device as a radical cost saving.
What isn’t considered is that three years on the consumer devices will have cost far more than forecast due to failure rates and breakages in comparison to rugged devices that have been specifically designed to handle critical working environments.
“A consumer-market tablet cost of £550 including a ‘rugged’ case would typically return an annual field failure level of 25%, and possibly more, when used in demanding working environments. A purpose-built rugged tablet will cost £1,500 with a three-year warranty and support package, and have an expected field failure rate sub-3% over that three years. That’s three times or so the initial cost, but a significant improvement on operational life expectancy, and minimum down-time in the field.” – Peter Molyneux, UK President, Getac
Failure rates of consumer grade devices can be as high as 30% a year, yet businesses still perceive them to be the most cost effective. What businesses don’t recognise is the cost of disruption and inefficiency that impacts the workforce due to downtime.
Rugged mobile devices are designed from the ground up to withstand harsh environments and have many integrated components such as barcode scanners, digital cameras, GPS, WAN, LAN radios, and Bluetooth. They are also designed to be fully functional in extreme weather conditions such as heavy rain and cold working environments where users wear gloves, or bright sunlight. This functionality is often overlooked when businesses are seeking to deploy new devices.
This video of the Panasonic Toughpad FZ-E1 and FZ-X1 is a brilliant example of how rugged devices are built specifically for mission-critical mobile workers, and highlights where consumer grade devices fall short.