Aeroprise Product FAQ
1.What is the problem that Aeroprise products address?
As business processes, strategies and value
have become increasingly dependent upon Information Technology
(IT), Service Management operations have become critical for supporting
the underlying IT infrastructure. Software platforms such as Remedy
have automated the Service Management Lifecycle for IT Service
Management operations, significantly improving the problem tracking
process and integrating information across departments. However,
when technicians are in the field, a process automation gap exists
which negatively impacts customer satisfaction, service levels
and costs. This is the "Problem Resolution Gap."
The nature of Service Management has evolved.
The work has become increasingly complicated, creating more demands
and pressures for field technicians. IT has an increased number
of users to support, more layers of technology to grapple with
and a greater variety of different generations of IT systems to
understand. The growing amount of work in the field combined with
the increased complexity of the job is widening the gap and exacerbating
the exposure of Service Management operations. IT managers are
being asked to "do more
with less" and improve service levels and responsiveness, while
work in the field is increasing and has become more demanding.
There is a growing recognition by IT Management that the greatest
risk of customer dissatisfaction and runaway costs occurs during
the part of the Service Management Lifecycle that takes place in
the field. Service levels can be increased up to 100% by improving
the efficiency and productivity of work done by mobile technicians.
2.What are the components of the solution?
The components of the solution are:
 Mobile Gateway Server, that is located
within the firewall and between the desktop application and the
mobile device. Users interact with the server through user licenses
to the Personalization Console.
Administration Console: The Admin Console enables
the Remedy administrator to install the Aeroprise Remedy adapter
and integrate it with existing Remedy apps (custom built or out of
the box). Multiple  Remedy apps and servers are supported. Configuration
and maintenance are both made easy using a "point and click" interface.
Personalization Console: End users can
specify their own preferences themselves. They can configure their
own mobile experience and change it using the easy and intuitive
web based console.
Wireless interface/Actionable Alerts: Aeroprise
combines "push" and "pull" on
the wireless frontend seamlessly. The user can pre-define what they
would like to receive wirelessly using the console and then take
action on that information in the field.
3.Who are some customers that use this product?
Aeroprise customers range from Fortune 100 companies to government
and educational organizations who are looking to leverage their enterprise
software investment in the field.
4.Who needs this product? What is a typical use?
Typical users of the Aeroprise product are IT organizations that
use Service Management software such as Remedy's AR System. Aeroprise
solutions empower Information Technology departments with a mobile
strategy linked to proactive customer service. With Aeroprise, employees
define:
(1) Future events they consider business-critical,
(2) Relationships that are a priority for service, and
(3) How to receive wireless data: on-demand or automatically via
Actionable Alerts.
With the web-based Aeroprise Personalization Console, for the first
time employees can define business-critical events and relationships
for mobile action. Such capability empowers them to proactively identify
their priorities. To illustrate the value of Mobile Workflow Management,
consider the following example provided by a customer: Joe received
an urgent service request when a mail server crashed. As is usually
the case, he wasn't at his desk waiting for problems to occur. He
was stuck in commute traffic 20 minutes from the office. The helpdesk
ticket triggered an Aeroprise Actionable Alert Joe had set up in
advance from his Personalization Console.
By acknowledging it, the full request was instantly
delivered to his mobile phone as if he were at his desktop. Using
another Aeroprise feature, "Who's On?" Joe was able to
have a voice conversation with Steve, another wirelessly-connected
technician. Steve was in the building with the mail server so Joe
reassigned the ticket from his phone. Steve fixed the problem and
wirelessly closed the ticket. Within 15 minutes of the crash all
employees regained access to e-mail. Needless to say, Joe and Steve's
manager passed many compliments along to her team and her department's
customer satisfaction ratings soared.
5.What is unique about the Aeroprise product? Why do customers like
it?
Aeroprise has pioneered the unique approach
of "Mobile Workflow" by
allowing end users to define their own preferences for mobile interaction.
This allows them to configure their experience to adapt to ever changing
business conditions and processes. As a result end user feedback
about Aeroprise solutions is very positive. The administrator can
keep existing workflow intact while extending some of the power to
the end users themselves, thereby making their user experience and
satisfaction soar. Directors and Managers are able to increase productivity
of technicians
6.What does it take to install the product and get users up and
running?
Aeroprise customers have installed the product in under a day and
gotten end users up and running with their mobile applications in
under 2 days. The product is installable by the customer without
need for systems integration.
7.What space is this product in?
Aeroprise is a leading provider of Mobile Workflow Management Solutions.
8.What wireless devices/platforms are supported by Aeroprise?
All major platforms, including Palm, Microsoft Pocket PC, RIM Blackberry,
WAP based phones and two-way pagers are supported. The product is
device-agnostic, customers can leverage a single gateway installation
with several different wireless devices/networks.
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