Nov/Dec 2005

Deploying your mobile solution is just part of the challenge, as carrier Lynx found out. Maintaining devices remotely is another matter. But a solution from b2m is providing the answer

Using mobile devices to manage remote operations centrally is a familiar enough concept these days - but what about managing the mobile devices themselves?

This was a demand faced by Lynx Express, the major UK-based parcels group. It had already deployed 650 Pocket PC-based mobile devices across 36 depots as part of what is known as its branch scanning system (eBS).

However, it became clear that Lynx faced a number of challenges, since it had implemented a wireless solution without vital management infrastructure.

 

As Mike Fitzgerald, IT Director at Lynx Express, explains: "The mobile devices were being used in a warehouse environment, where the majority of users had little or no technology understanding, and support was being provided from our central IT systems function in Birmingham.

"Almost every problem needed to be attended to in person - from monitoring batteries and fixing hardware through to essential software upgrades. The IT team spent most of its time driving all round the country, trying to keep these devices working. It was a huge, never-ending task."

In looking for a solution to this problem, Lynx came across a company called b2m solutions, a specialist in the management of the mobile enterprise, and Mike Fitzgerald invited b2m to provide a solution.

"We chose b2m because of their expertise and knowledge," he explains. "The track record of the b2m team meant we really didn't need to go anywhere else. They understood in detail the problems that we were experiencing - and accurately predicted a few that we hadn't encountered yet."

The product Lynx purchased is b2m's latest mProdigy suite. This is promoted as the first enterprise mobile management solution designed specifically to help organisations keep employees out on the road and control mobile assets and suppliers more effectively. It is also intended to streamline the process of change management when new mobile technology is introduced to field staff.

Lynx undertook a six-week trial before implementing mProdigy. In the light of this, a team of four located in the Birmingham office are now using mProdigy to manage all aspects of the mobile devices remotely. "If we didn't have mProdigy, the team would need to be at least twice the size," Mike says.

As packages arrive at any one of the 36 Lynx depots, the company's 650-strong operational team use ruggedised handheld computers equipped with eBS (its Web-based scanning application) to scan and sort items ready for loading and despatch.

One of the main issues had been keeping the software on these devices up to date. In the past, a software upgrade (whether this was a bug fix or functional enhancement) meant a personal visit to each depot. A full update cycle could take anything up to two months to complete. With mProdigy, this now takes a matter of days, since the task is managed almost exclusively from the central IT operation in Birmingham.

Lynx is now rolling out a further 500 mProdigy licences, which are being used to manage its in-cab devices. The package includes support for the devices whilst they are out on the road, using GPRS communications. As part of the second phase of the mobile installation in August 2005, a new software application was installed on these units - a process that was made possible by mProdigy.

"For the rollout of the in-cab devices, b2m provided invaluable support in the role of facilitator between Intermec, our hardware supplier, and Microlise, the company that provides the software application," says Fitzgerald.

"When incompatibilities arose, b2m had the expertise to identify the problems and sort out whether it was a software or hardware issue. b2m ensured the project moved forward."

He adds: "B2m has given us fantastic support, and helped us understand and realise the benefits that we could achieve. The textbooks would lead you to believe that wireless technology is stable. B2m has enlightened and educated us! 'Mobile' is still a very young market."

mProdigy is structured to provide Lynx Express with a clear view of how its mobile enterprise is operating. As a parcel moves through the system it gets scanned repeatedly. With mProdigy, Lynx can monitor device usage. If assets are not being used, they can be redeployed to other depots where there is a greater need.

Benefits include a reduction in the overall cost of support and maintenance. This has been achieved by decreasing the time and resources required to update devices - which in turn has minimised the need to return them to a maintenance centre.

"Most important, we can keep drivers out on the road. If a driver has a problem, we can reset the device and get it working. We've found that for 80 per cent of the devices that go wrong, resetting them remotely will get them operational again.

"On occasions, we have needed to make changes to the devices and the central system server at the same time. This is something that is often required for non-mature products such as those in the wireless mobile space, and it can present huge problems. Before mProdigy, it would have been an impossible task,."

Looking ahead, Lynx Express plans to use mProdigy's supplier management capabilities. Here, the software provides management information to help the user see how its suppliers (hardware, software and communications services) are performing against negotiated service level agreements. This should enable Lynx Express to increase levels of service further as well as reduce costs.