Smartphones and Service Technicians

Smartphones will soon replace laptops as the primary tool for service technicians.

Companies are realizing that laptops are expensive to maintain in the field, and no longer present a clear-cut alternative to a smartphone. In addition, many service personnel already have a smartphone with them at all times for communication needs.

Advances in core technologies have made smartphones quite capable for the diagnostic tests and troubleshooting of field service personnel. And new smartphones will still support legacy systems via USB adapters just as laptops do.

The main thing lacking is apps that integrate information for service technicians, which is no easy feat. The apps must be smart and collect data from various sources, including diagnostic test information, part procurement, customer and warranty information, and incident and problem reports to name a few. It is this total integration in a simple package that will be a game changer.

Please share with me your experience with moving your service personnel to a mobile platform.

-Gary

Doodle -- A Cool Application

Every so often a web-based application really catches my attention. This time it is Doodle, a simple and innovative scheduling application. It is ideally suited for coordinating a meeting or event when more than just a couple of people are involved. No more back and forth emails due to Doodle's voting mechanism. Very cool.

I often wonder what makes a particular application so attractive while similar ones are not. Of course there is no easy answer and it is very subjective.

For me the application needs to:

-Do one thing and do it well
-Be easy to use
-Be accessible from anywhere at any time
-Be offered at a "reasonable price" (not necessarily free)
Companies often cast a wide net when designing new products. The thinking is to add as many features as possible to make the product desirable to a large audience. But I prefer to narrow the focus and go deep in implementing the core functionality. I believe if you focus on end user interaction and then make the product easy to use you will have a winner.

Please share your favorite application with me.

-Gary

Cloud Computing – Connecting People

I know of three different companies right now that are developing some sort of distributed applications, running on multiple computers and platforms. In many aspects these systems are wildly different. They’re being developed for consumers and businesses world wide. The platforms may be PC, Linux, proprietary hardware and/or mobile devices. The applications themselves, the complexity and the architectures, vary wildly, but the most interesting thing is the commonality.

All of these applications are about connecting people. Whether it’s a consumer focused social application or a global business application or a new distribution channel for an industry where distribution has been a huge issue, all three of these applications really are flatting the world and leveling the playing field.

It’s fascinating and gratifying to be playing a role in changing the way we interact and do business. It makes me wonder what I’ll be writing about changing ten years from now!