Customer
Challenges
Below are scenarios where problems caused by the separation between
mobile IT workers and their desktop tools are being solved using
Aeroprise products:
 Productivity
in the field is lost due to the need for technicians to return to
their desktop computer to change the status, reassign, update or
obtain more information about critical business issues. IT technicians
are  disadvantaged when disconnected from the workplace, resulting
in missed service expectations. There is  a need for flexible, real-time wireless
interactivity with backend systems.
Technicians request more problem details
while in the field, requiring collaboration with co-workers. Lack
of direct access to desktop information hinders quick resolution.
One-way, static messages from pagers are insufficient for problem
resolution. There is a need for wireless access to specific, relevant
details.
"Critical" level
pages are sent to all technicians, requiring stoppage of existing
work until the trouble ticket is accepted for assignment by one technician.
There is a need for an easier methodology to specify to whom and
when trouble ticket Alerts are sent.
Collaboration requiring details of the
trouble ticket is awkward in the field. Substantial time is required
to communicate the situation. Reassignment for assistance frequently
isn't possible. Interaction with other technicians is inefficient
while servicing requests in remote locations. There is a need to
identify and immediately communicate with whomever else is in the
field.
Urgent situations occur with customers,
requiring the Technicians to create service priorities which are
inconsistently effective. This results in longer than desired response
times and inadequate customer service. Technicians need to self-define
what requires priority service.
Irrelevant pages are received by Technicians
on their wireless device or important ones aren't sent to them.
Excessive time is spent parsing the volume of pages or later reacting
to pages not received. Absence of the ability to self-define which
future events are business-critical prevents proactive responses
to key issues. The Technicians need to specify which trouble tickets
are and aren't delivered wirelessly.
Capabilities of the Aeroprise solution
Remote, secure two-way communication
with enterprise systems.
"Access to" and "action on" critical
enterprise data in real time from mobile phones, PDAs, BlackBerrys,
and pagers.
System administrator adapts applications
to wireless devices, optimizing access, authentication, permissions
and presentation for classes of employees. No programming or consultants
required for wireless deployment.
End users can self-define rules to
filter events based on any wirelessly enabled field, avoiding a
deluge of information. Examples: time frames, subjects, priority,
change in business condition, locations and customer status. Rules
enable mobile workflow management and prevent a deluge of trouble
tickets coming to the wireless device.
Actionable Alerts received on the wireless
device. Technicians or the system administrator can define which
events are sent as an Alert, based on a set of personalization
rules. After receiving the Alert, a "one click" wireless
return path takes the employee to the underlying workflow request
enabling immediate changes.
Who’s On? Feature enables collaboration
among Technicians when in the field via a report that lists wirelessly-connected
team members.
Closure of trouble tickets from the field.
Technicians can wirelessly change the status of a field to "closed" and
send a message notifying the customer of resolution.
"VPN Level" Security for wireless
access: Aeroprise Wireless VPN security is similar to degree of
protection using VPN from desktops. Aeroprise supports encryption,
password masking, "two-factor" authentication
and SSL. Substantially enhances WLAN security.
Self-defined Alerts or messages. Technicians
and system administrators can send self-defined alerts or messages
to wireless devices.
Interested in learning more? Request a Customer Success story today
to learn how a customer doubled productivity of technicians and saved
$1 million in the first year of using Aeroprise.
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