Field Service

Overview

Whether you have a mobile field service staff of 5 or 500, BlackBerry® Business Solutions for Mobile Field Service can help make them more effective and efficient by providing access to up-to-date, accurate information, unlike synch-based solutions.

BlackBerry Business Solutions for Mobile Field Service

BlackBerry Business Solutions provide a combination of applications, services and peripherals, including printers, signature capture, GPS (Global Positioning System), digital forms and barcode scanners. Keep your mobile field service competitive with:

• Mobile field access to details on support cases and customer activities
• Immediate escalation of support issues
• Fast checks for spare parts availability and repair workarounds, and ability to place a parts order while still on site
• Updates to service tickets, triggering the billing process and setting up another call from the field
• Collaboration with others in the organization to solve business issues
• Improved customer service satisfaction levels

Learn how other customers have benefited from BlackBerry Business Solutions for Mobile Field Service

Products & Services

BlackBerry® Business Solutions are made up of customizable software and services because the best solution for your business should be one based on your business.

BlackBerry Smartphones

BlackBerry Business Solutions provide a choice of powerful smartphones and devices with BlackBerry® Connect™ software to best suit your needs.

BlackBerry Software

BlackBerry software manages the link between the BlackBerry smartphone and your business.

BlackBerry Professional Services

The BlackBerry Professional Services group can be engaged to provide guidance on the initial design and architecture of mobile solutions, assist with update management or manage new infrastructure or application development projects. Learn more about BlackBerry Professional Services

BlackBerry Partner Solutions

Connect to your existing Field Service or Customer Relationship Management (CRM) software with the help of a trusted third party who specializes in this application area. Take a look at the partner solutions available

Partner Solutions

There are over 300 BlackBerry® Alliance Members that build out-of-the-box and custom enterprise applications¹ to mobilize your business. Below is a list of some of the members providing third party Mobile Field Service solutions.

ActSoft, Inc.

Actsoft is a GPS software development company providing innovative and full featured mobile worker management solutions. Are you struggling to locate and validate your workers' locations and time spent on job sites? Comet Tracker provides any sized business with the tools to successfully accomplish this. Are you struggling with payroll and manual time entry? The Comet Mobile Worker application reduces overall operational costs by organizing invoices and job orders.

• Comet Tracker

Aeroprise, Inc.

The Aeroprise Mobile Gateway solution is a wireless gateway used to enable robust mobile interaction with service management applications such as help desk, change management and asset management via BlackBerry smartphones. Accessing Remedy® or Heat while mobile to keep your data up-to-date has never been easier.

• Aeroprise Mobile Gateway

Antenna Software Inc.

Antenna Software offers an integrated suite of vertically focused mobile enterprise applications for field service management that maximize operational efficiency and profitability, increase customer satisfaction and improve competitive advantage. Antenna's A3 for Field Service enables field service technicians to access and interact with essential information from enterprise systems using BlackBerry smartphones.

• Antenna A3 for Field Service Intelligence

BuilderMT, LLC

BuilderMT's Wireless Scheduling provides job site superintendents with a wireless application that works on BlackBerry smartphones. This unique scheduling application enables many routine tasks to be done remotely from the field such as scheduling specific activities from the job site, logging updates and completion of scheduling activities, triggering payment approval to Accounting and setting up reminders and notes.

• BuilderMT Wireless Scheduling

Corrigo, Inc.

Corrigo’s service management applications enable dispatchers to create and send electronic work orders to field staff, track job status and make changes on demand. With critical job-related details at their fingertips, field technicians can pick up, close, update and access task-related details on their BlackBerry smartphones.

• Worktrack Powered by Corrigo

EnterMo

The EnterMoCase™ is a powerful combination of technologies in a compact ruggedized package equipped with enhanced data functionality, including barcode and signature capture to work with the BlackBerry® Curve™ smartphone. It's designed to meet the needs of workers performing mission-critical tasks in logistics transportation and field service.

• EnterMo Case (PDF)

ExpeData

ExpeData's Digital Writing Platform (EDWP) combines the convenience of handwritten paper forms with the benefits of electronic data capture, transmission and conversion to useful data. The EDWP enables organizations to: capture handwriting; securely transmit; convert the handwriting into clear images and useful data; verify the handwriting interpretation with automated transcription tools; and output converted data and images.

• ExpeData® Digital Writing Platform by The Standard Register Company

Flowfinity Wireless Inc.

Flowfinity Forms is an easy-to-use data collection application. Without requiring programming, forms are easily created and automatically deployed to mobile professionals on their BlackBerry smartphones. Collected data is automatically collated centrally for immediate use by the organization. Flowfinity Forms is useful in inspections, lead generation, surveys and inventory monitoring.

• Flowfinity Forms

Gearworks

Gearworks’ on-demand mobile workforce management software helps you know instantly where your mobile workers are and empower them with the tools necessary to operate wirelessly. Their solutions run on any GPS-enabled mobile phone and all you need to manage the system is a web connection.

• Gearworks

Horizant

Nomad bundles the power of your facilities management system into BlackBerry smartphones and frees your workforce from the office. Your workforce will have all work and data information at their fingertips at all times.

• Horizant Nomad

Infinite Peripherals, Inc.

Infinite Peripherals is a source for advanced mobile hardware solutions as well as receipt and OEM printers for the Point of Sale market. IPC products include printers, barcode scanners, magnetic stripe readers, signature capture pads and related components. Mobility products target market needs such as transaction processing, data capture, receipt printing, chain of custody and location-based services.

• Accessories/Peripherals

JumpStart Wireless Corp.

JumpStart Wireless™ delivers productivity for businesses with mobile staff by eliminating wasted travel time, constant interruptions, delays and inaccurate or lost paperwork that reduce productivity and profits. Without expensive custom programming, JumpStart mobilizes work orders, timecards, daily reports and similar field forms and processes, tightly integrating with leading software applications from Sage, Primavera and SAP®.

• JumpStart Wireless for Field Service

Mirifex

Mirifex Mobile Business Access (MBA) is a quick deployment mobile application framework that provides enterprises with a template-based method to mobile-enable critical applications on BlackBerry smartphones. MBA works in both push and pull mode to allow full interactive access to corporate applications, databases and other stored information.

• Mobile Business Access (MBA)

OtterBox

The OtterBox case gives BlackBerry smartphone users 3 layers of protection, along with a sleek, slim fit. OtterBox provides additional bump, scratch and drop protection, light rain protection and full functionality through the case.

• OtterBox

PaperIQ

BlackBerry smartphone owners may now write notes and complete forms with their handwriting recognized automatically using PaperIQ's award-winning Digital Pen for BlackBerry smartphones. The single user edition is aimed at the individual who would like to take and manage meeting notes and send emails and faxes using pen and paper. The Enterprise edition allows corporations to deploy enterprise-wide note-taking or forms-based applications.

• Digital Pen for BlackBerry smartphones by PaperIQ

Sybase, Inc.

34,000 enterprise customers and 91 of the Fortune 100 rely on Sybase technology to manage, analyze and mobilize information. Sybase BlackBerry® Enterprise Solutions extends your existing enterprise applications and business processes to the BlackBerry® using over 20 years of industry-leading experience, proven Sybase technologies, and prebuilt connectors developed through strategic partnerships with enterprise software companies such as SAP.

• Sybase BlackBerry® Enterprise Solutions

TDC Group

TDC serves government and corporate clients, including utilities and local government, with useful, cost-effective and easy-to-use software that radically reduces the time and resources needed to deploy enterprise GIS, mapping and location applications.

• Freeance Mobile by TDC Group

Turnpike Global Technologies

RouteTracker™ is an Electronic On Board Recorder (EOBR) that combines GPS and Engine Diagnostic information for small, medium and large vehicle fleets. The web- based GPS and engine diagnostic reporting suite includes Hard Brake Events, Speed, Idling, Odometer readings, Fault codes, Power Take Off (PTO) and Fuel Efficiency.

• Turnpike RouteTracker

Vaultus Mobile Technologies

With Vaultus, firms can run their IT Help Desk Applications on BlackBerry smartphones, giving service technicians wireless access to ticket information, even when away from wireless coverage. This boosts field technician productivity and effectiveness, increases speed and dramatically improves response time. Technicians can acknowledge, update, close, forward or create service tickets on the BlackBerry smartphone and ticket detail can be viewed on a single screen. Technicians can also view and update inventory and perform asset management tasks.

• Vaultus Help Desk Solution for BlackBerry smartphones

Wallace Wireless

Wallace Information Communicator (WIC) is a comprehensive solution that provides major corporations and government agencies with unprecedented power and security in responding to business disruptions. WIC enables emergency communication, as well as the ability to have Business Continuity Management plans, procedures, checklists and floor plans available at all times.

• WIC by Wallace Wireless

Xora, Inc.

Xora GPS TimeTrack provides a simple, inexpensive way for businesses to track employee location, record shift times and breaks, and capture job/work order information from a BlackBerry smartphone. Employees carry their devices during their regular activities and their locations are automatically tracked and recorded. When they clock in for work or start/end a job, they enter that information directly into the smartphone using a simple, one-click interface and the timestamp and location are captured automatically. All this information can then be viewed from an Internet browser and downloaded into a spreadsheet.

• Xora GPS TimeTrack/Supervisor Application

¹ Your use of third party software, hardware, products, and/or services (collectively, the "Third Party Information") shall be governed by and subject to your agreement with the third party, including without limitation, your agreement to the terms of separate Third Party Information licenses, if any. Any Third Party Information that is provided with or without Research In Motion's (RIM's) products and/or services is provided "as is". RIM makes no representation, warranty or guarantee whatsoever in relation to the Third Party Information and RIM assumes no liability whatsoever in relation to the Third Party Information even if RIM has been advised of the possibility of such damages or can anticipate such damages. The inclusion of Third-Party Information herein does not imply endorsement by RIM of the Third Party Information or the third party in any way. RIM does not control and is not responsible for any Third Party Information, including without limitation, the content, accuracy, intellectual property issues, compatibility, performance, trustworthiness, legality, decency, links, or any other aspect of the Third Party Information.

Customer Success

Learn about the organizations around the world that have been successful implementing BlackBerry® Business Solutions for Mobile Field Service.

• Belron Canada
  Belron chose to extend the value of their current deployment of the BlackBerry® Enterprise Solution with a wireless field force application. Soluteo, specialists in custom-developed BlackBerry applications, built the solution.

• City of Hamilton
  The City of Hamilton deployed NOMAD, an application from Horizant, for BlackBerry smartphones, which mobilizes the way facilities management is handled. The solution is designed to automatically push out work orders from the City of Hamilton’s back-end database which are then received by tradespeople on their BlackBerry smartphones.

• CN
  A new dispatch system for CN resulted in a cost-effective dispatch process, with reduced IT support costs and accuracy for customers.

• HJ Heinz
  Retail Business Managers are saving about 2 hours on data entry when doing audits. Heinz has moved from a week-long delay in generating reports from completed audits to having almost immediate information sent to executives wirelessly.

• Holcim (US) Inc. (PDF)
  Aeroprise Mobility for BMC Remedy Service Desk reduces travel time and IT costs by enabling technicians to mange incidents on the road.

• Lennox International (PDF)
  Aeroprise Mobility for BMC Remedy Service Desk allows managers to monitor service performance and systems availability, while technicians receive, update and reassign incidents from the field.

• Make It Work
  The BlackBerry® Enterprise Server with BlackBerry MDS Services was installed and BlackBerry smartphones were deployed to field technicians. Make It Work developed applications that tied to features of their own Customer Relationship Management (CRM) solution, providing wireless access to service appointments, work orders and on-the-spot billing.

• Nerds On Site
  Nerds On Site needed a way to quickly dispatch trouble tickets to its mobile team of technicians.

• Robert Transport (PDF)
  Robert Transport improved customer service with better tracking, communication and reporting—with more time for customer management. The company has reduced costs for communication, equipment and personnel, while gaining significant business improvements.

• Safelite AutoGlass
  Safelite AutoGlass chose the BlackBerry Enterprise Solution because it gave them the flexibility to deploy a custom application on BlackBerry smartphones that includes dispatching, GPS tracking, mobile printing and onsite signature capture.

• St. Barnabas Health Care (PDF)
  Learn how a BlackBerry solution helped Saint Barnabas Health Care System get more value from their Maximo implementation.

• Suncor Energy
  Suncor now uses a C-HTML form to put a quality and control checklist on BlackBerry smartphones and automatically send results to SAP®. Their reporting process has gone from weeks to minutes.

• Team Transport Inc.
  Learn how a BlackBerry solution revolutionized the dispatching process for Team Transport.

• The Stellar Group (PDF)
  Project managers on construction sites were relying on laptops and dial-up connections to send email and manage calendars. The system didn't keep people, who need to stay on top of details, in contact with the information they needed, so The Stellar Group decided to invest in BlackBerry smartphones to become more responsive to their clients and gain access to important corporate data.

• Thompson Grading
  Using BlackBerry smartphones equipped with Comet Tracker and Bluetooth® barcode scanners, crew leaders scan each employee's ID to clock their time on the job. GPS location tracking validates exact times and locations, and pushes the data back to office payroll systems.

• Toshiba America Medical Systems
  Building on their existing BlackBerry Enterprise Solution, Toshiba deployed Antenna Software’s Field Service Solution to offer a new way to dispatch service calls, help Customer Engineers check parts inventory and debrief completed work.

• Tres Guerras
  Find out how a dispatch solution on BlackBerry smartphones boosted Tres Guerras’ reputation from the road.

• Vidéotron
  Vidéotron chose to build on their BlackBerry solution with an application for field force automation by Soluteo. About 1200 field technicians were given BlackBerry smartphones with Soluteo’s mobile field force application that simplified dispatching and work order management.

Resource Library

Brochures

• BlackBerry® Business Solutions for Field Service (PDF)

Tools

• Business Service Management (BSM) Mobility Assessment (PDF)

Videos

• Mobile Facilities Management Solutions for BlackBerry (mp4)
• Mobile ITSM Solutions for BlackBerry (mp4)
• Mobile Construction Solutions for BlackBerry (mp4)
• Field service flash video

White Papers

• Wireless Technology in the Residential Construction Industry (PDF)
• Mobile Technology Usage in the Residential Building Industry (PDF)
• The Move Toward ITSM Mobilization (PDF)
• Tracking Efficiency with Mobile GIS (PDF)
• Field Forces Worth Mobile and Wireless Investments (PDF)
• Out of the Cubicle and Into the Field: Mobility Matters in Extending Public Service Delivery (PDF)
• BlackBerry vs Rugged TCO Analysis (PDF)

News & Events

Stay up-to-date with the latest information on press releases, articles and events we’ll be attending in the coming months.

• TransForum, Nashville – September 20–23, 2009
  

  TransForum is an event focused on cost containment, business process improvement, industry networking and money-saving technologies and services for the most forward-thinking and competitive companies in transportation today.

• BOMEX 2009, Montreal – September 22–24, 2009
  

  BOMEX is a premier event in the commercial real estate industry and is a great opportunity to reach key decision-makers attending this national conference.

• ESRI Regional User Conference, Toronto – October 6–7, 2009
  

  The ESRI Regional User Conference is an exclusive opportunity for GIS professionals to learn about the latest advances in GIS technology and hear first-hand how others in your community are using a geographic approach in their work.

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