Once you decide to go mobile, your mobile platform selection is the next step. Follow along as we outline the unique benefits of iOS, Android, or Windows for deploying your field service software.
Today, Adam, Josh, and Ray will answer some of the most pressing mobile platform questions to help you decide which is best for you when rolling out a mobile service management initiative.
Depending on what features are most important to you and your business, one platform may suit you better than another. Or maybe you want to leave it up to your workers to decide and implement a Bring Your Own Device policy. It’s a lot to consider, and we hope this conversation will help you along the way.
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For your convenience, enjoy the video transcribed below:
Hey everyone! Welcome back to Field Force Friday. I’m Joanna Rotter I’m sitting here today with Ray, Adam, and Josh, each experts in one of the three major mobile platforms. Why don’t you guys introduce yourselves?
RAY: I’m Ray Thomas. I manage the sales team here at MSI, and I’ll be representing Windows today.
ADAM: I’m Adam Bartos. I’m in marketing and I’ll be representing iOS.
JOSH: I’m Josh Kasombo. I’m also in marketing. I’ll be doing Android today.
JOANNA: Thanks guys. As a software company we get a lot of questions about mobile. Things like:
What’s the best app to run your business?
What devices will meet my team’s need the best?
And things like, what mobile platform is best for enterprise use and what really sets certain mobile platforms apart?
Today we want to get at the heart of this last question. Adam, Josh, and Ray will be answering a series of questions that will help you distinguish which platform is best for you. Let’s go ahead and get started.
The first question is for all of you. Most service managers and executives want a mobile solution that’s easy for technicians to learn and use. Explain the ease of use of your platform.
ADAM: for iOS. iPad, iPhone platforms are known–in good ways and bad–for how standardized they are. The app interface and app store is very closely watched by Apple so developers need to be in the parameters of Apple itself. Everything functions the same if you’re on an iOS device. Whatever it is, it functions somewhat the same. And the customizability is somewhat more limited than other devices. As far as streamlining for your workforce, the ease of use can be considered a good thing that it’s not so ambiguous. There’s one way they do it. It’s very restricted and consistent in that way. That’s something I’ve enjoyed about it. When I pick up an iPad I know how to use it because it’s always been the same across iOS devices and that’s comfortable for me.
RAY: On the Windows side–one of the things Adam mentioned–it’s always been the same, that’s true for Windows too. It’s been around for years. There are over a billion users of Windows. So people have been using it. They’re used to using it. They’re used to using it on the laptop. So on a tablet, it’s the same interface and pretty easy for people to use because they’ve been using it most of their lives.
JOSH: Conversely, Android tends to be the most open of all of them. When you think of ease of use, you think of companies like Google: Google maps, Google drive, Google search. These are things that you’re using every single day. And Google’s actually the one that’s developing Android. Take that usability and put it into a phone platform and you have something that everyone can use. This is something that your technicians can get comfortable with because literally anything that you want to change on this phone, you can download and you have the platform that you sue every single day. Particularly with bring your own device, if you have an HTC, Samsung, whatever you can change it to work for you and that’s what works. That’s what makes it so easy.
JOANNA: Great. Thanks guys.
This next question is for Josh. Many people like Android because of its customizable, open platform, sort of like you mentioned. While that’s great for developers, do you think Android’s fragmentation makes it a risky option for an enterprise mobile solution?
JOSH: That’s an interesting question. I would say that the thing people find wrong with Android, that it’s so fragmented, is actually something that gives it strength. Because when you have those fragmented platforms, that gives you something you can specialize in. One of the specializations that’s coming up is enterprise. Just recently, they had Android L that’s kind of like a back screen off of the Samsung Knox platform, which is all about security all about enterprise, all about stuff being saved. And that’s what IT managers are afraid of when you give them an Android phone they can do whatever they want with it. Recently, they announced Android for Work, which is 100% enterprise. As I was saying before, Google develops Android and Google is all about enterprise as we know. With Android for Work, you’re going to have all that security, that open platform, that intuitive UI. And these are all things that work for enterprise. I wouldn’t say that fragmentation is a problem. I’d actually say it helps a lot for enterprise.
JOANNA: Great. Thanks.
Ray, Windows is traditionally seen as the “back office enterprise king.” So many businesses use Windows desktop and Microsoft Office Suite every day. Do you think Windows Mobile can offer enterprise mobile solutions that are as strong as its back office business capabilities? In other words, do you think Windows can keep its title as “Enterprise King” in a mobile ecosystem?
RAY: Absolutely. I think that Windows was really the original mobile device. People carried around laptops. That’s a mobile device. Yeah, that’s not a phone or a tablet. This fall, Microsoft’s coming out with Windows 10, which is really one platform across the desktop screen, laptop screen, tablet, phone, and even the TV. Across all those, I think we’ll see some apps that run across all these screen sizes, all these platforms, and that will accelerate adoption. Just in conversations with our customers, and prospects, a few years ago, it was really focused on iOS and Android. But I think Windows has really caught up. A lot of our customers have machines they are running diagnostics against, and to do that they have to have a Windows PC or tablet. Because of all that, and because of all the legacy applications out there, I think Windows is going to continue to be a strong contender in the future and mobile space.
JOANNA: Sounds exciting!
Adam, Apple announced its partnership with IBM last July. How do you think that partnership has impacted its ability to support enterprise software initiatives? How do you think the partnership has impacted iOS and companies’ willingness to use iOS to support mobile business operations?
ADAM: That’s a good question. Traditionally, on the other end of what Ray was saying, Windows has always been the player for business operations, Android has been pretty well accepted there. Apple and iOS has generally been considered a consumer product. Somebody has a Mac or an iPhone for their personal device, but at work they’re on a PC or some other type of tool. This partnership with IBM, I think, is the official Apple joining the party for business operations, for enterprise solutions. The backing with IBM–everybody’s familiar with IBM and what they bring to the table–they fill a lot of the gaps that Apple was unable to prior to that in terms of some of the block and tackle IT items for an enterprise solution. You can roll that out as a business tool now. All devices, obviously, work very well and I’m support of them, but there’s a lot of technical items behind the scene you need to be good at when you’re doing something for a big business. You look back at Blackberry. That was considered the best at managing email and the security in that for a business. Apple/ iOS is now just as good at that, if not better. As are all devices here. That’s a major, but only small fraction of what you’re looking for in a business, but that’s only a part of it.
Another thing you’re looking for is security. Even just in the last year or two there were concerns with the iCloud. And some security hacks and leaks that happened within the apple network space. Just earlier this week, they announced in their keynote, some new features for their mobile devices where the user can select any and all data that they’re sharing. So nothing is shared with anyone. It’s your data unless you opt in. And that’s not necessarily different than it’s always been, your data is yours to share as you choose, but I think people tend to get a little careless about the cloud where you sharing things on Dropbox and all these mobile apps, it’s not the best idea to have your social security number floating around. Some of these things so that’s an important reminder that if you’re filling out a form online and it looks a little odd, watch your data. And that’s something that even the best enterprise system can’t protect you from. Winding all the way back to your original question. Apple has taken considerable steps to improve that and as you mentioned with the partnership with IBM, I think that makes them a serious contender for an enterprise business solution.
JOANNA: Anyone can start this next one: Let’s say I’m having trouble with the mobile software I choose. What support does each platform provide for companies rolling out large-scale enterprise mobile initiatives?
JOSH: I can start this one. Android, I think last year the IDC released a stat that said something like 81.5% of mobile OS users are on Android. The support group behind Android is huge. People are really behind this platform, people are on the message boards, if you need help you can go there. Really you have a 3-pronged support system. You have your device manufacturer. I have HTC, they have a specialized skin for Android, so if I found with the HTC version of Android, I can contact them. And then, above that, I can contact Google, who actually develops Android. And then on top of that, I have the user groups out there that are all on Android that can all support me. If you have a problem, you have 3 places you can go. It’s actually very simple to get help. I would say that makes Android a pretty good option for enterprise.
ADAM: On the iOS side, Apple’s pretty well known for their customer service. They have the branded Genius Bar. That’s their established branded support network. You can set up an appointment at any Apple retail store, you can certainly call a number, you can do some online conversations to get some support, whether it be usability or troubleshooting, whatever the case. That’s a very well-received model. I know the reviews of Genius Bar have been extremely helpful. It’s one-on-one time with an Apple expert. You can actually go in–it’s like going to the doctor for your iOS device. If there’s something wrong, you go to the appointment, then it’s your time. It’s not message board or forum where you have to plug in and find search terms to find your problem. It’s here’s my issue, I can’t open this, this is closing on me every once in a while, and they’ll walk you through it. Hardware or software issues. I do think nowadays, with the support groups that all of these devices have–and we keep hammering on that bring your own device (BYOD) idea–I think that’s an incredible network as well. I don’t need to make an appointment at the Genius Bar if I there’s 15 people here that use Apple devices. And on the other side, there’s 15 people that use Android devices. Everyone has their own support group and I think that stresses all the more, you pick the device that works for you. For me, I like Apple. And Apple has one of the more official Genius Bar type things.
RAY: Just to tag on there. Like these guys mentioned, users are one source of support and expertise. For all the Android users and iOS users, in most companies, there are also Windows users. So you have potentially an even bigger support group. Like I said the laptop is the original mobile device. People have been doing large scale mobile roll outs of Windows for decades. Because of that there’s a lot of expertise in both the IT organizations in most large companies as well as a lot of tools that are used by these IT organizations. And then, there’s also 3rd parties. Independent IT consulting groups, or IT support groups that are used to supporting smaller departments that maybe don’t have a designated IT staff. So you could outsource that expertise as well. On the user side, on the tools side, within the organization, I think there’s a lot of support for the deployment and implementation of a large mobile roll out as well as the post roll out support.
JOANNA: This next one’s a little fun. What’s your favorite business app for your platform?
ADAM: That’s a great question. You really made it tough on us with the business app. I would say my favorite is called Jump Desktop. What it is, is an app that goes on your device–it’s compatible across devices–and it allows you to patch into and control a remote computer screen. I have my Mac at home and you download a little add-on to your Mac and it sits there on my desktop open all day. And if I open the app on my iPad, it will allow me to see my computer screen on the iPad and I can control it and run things like I usually would. If I have an update for my Mac at home that I want to do remotely because I know it will take a while to load, I can queue it up here, have it update so it’s ready for me when I get home. More practical use has been –we talked about support networks–in some cases you might end up being the support network. My grandma has an iPad–she has a laptop–and that’s been a point of contention at times, so I installed that little desktop tool on her computer. She’ll call me like, “I can’t find this email that you sent me.” I’ll hop on her computer and say, “look it’s been right here the whole time.” So that allows me to be an easy, remote support person. So quick, easy. Again, it’s called Jump Desktop.
JOSH: I particularly like an app called Refresh. I was just turned on to this maybe a couple weeks ago. Essentially, it taps into all your social networks and all the information that’s out there floating about you and it presents it to you on your phone. Let’s say I never met Ray–I could just look him up and see oh, he’s a Dallas Cowboys fan. And I can say, oh, I see that you just lost DMarco Murriano–I’m sorry for your loss. Something like that. I think that’s particularly valuable in enterprise because you’re out there making connections, you’re building relationships, it’s like you getting someone’s business card, only it doesn’t just say their phone number and email, it says everything about them as a person, and I think that’s valuable. I’d definitely recommend it for anyone that’s out in the field meeting people at all, which is pretty much all of us. So–Refresh.
RAY: If I was a service tech, of course, for any of these platforms, my favorite app would be Service Pro. But that said, for Windows, there’s no doubt that Microsoft office is the #1 application. It’s my favorite in the sense that I couldn’t do my job without it. All day I’m using PowerPoint for presentations, Excel for all kinds of calculations and things like that, Word for contracts and proposals, of course Outlook to communicate. I use OneNote a lot. OneNote is great as an app across platforms, you can take and access your notes anywhere and search through them. It comes in handy with today’s pace of business and all the communication and everything that goes on.
ADAM: One point on that, I think it’s a neat transition that these devices have been going through in that I’m here as the iOS guy and some of my favorite apps on here are MS Office, which is now compatible on Apple, and Google Drive. I have these uploaded on my iOS device and I’m kind of cross pollinating some of these devices and platforms. You’re able to choose what you like. And I think that’s where cross platform is a significant benefit. If you have an app that you really like, you should be able to use it on whatever device you have. So, I’m a Google guy, but I’m also an iOS guy and that lets me do that.
RAY: Yeah–I think we’re here today talking about the pros and cons because this is a big decision for a lot of companies and a lot of the prospects and customers I work with put a lot of time and energy into making sure they make the right decision up front. That said, I don’t think I’ve ever talked to anyone that said, “Oh, man, I wish I chose Android instead of iOS” So I think they’re all really phenomenal platforms at this point. Certainly, there are pros and cons and strengths and weaknesses. As Adam mentioned, a lot of apps, including ours, work cross-platform. So, you could switch in the future, or you could adopt, as Josh was referring to, a BYOD, or bring your own device policy and support multiple platforms in the enterprise.
JOANNA: Yeah. Good point. So you were sort of touching on this last question a little bit. It’s a broad one: Why should a field service organization consider your platform for their business?
JOSH: Like I said before, something like 81.5% of users are on Android. I’d say that’s something that your field service techs would probably be comfortable with. If you ask them what they’re using at home, what their normal device is, there’s a good chance it’s Android. I would say, for making that transition easy, Android is a good choice. Because you can customize it to whatever skins they need, whatever UI they need, whatever makes them comfortable, and I’d say that’s the main thing that you’re looking for. To make sure that your techs are out there in the field and they’re comfortable with the device cause if they’re not, then what’s the point of having a good app if they don’t even know how to use that UI? So, I would say, that’s what makes Android good for enterprise.
ADAM: I’ll take that the other way. Circling back to the first question–some businesses don’t want the freedom of choice to complicate things. They want to standardize it and regulate it. What I said about the app store before, they’re much more regulated at Apple. That could be a strategy at the point of your workforce. Training becomes a little simpler, regulation and security becomes a little simpler, what apps they do and don’t use becomes more streamlined, when options are a little more out of the box. Apple does offer that where everybody’s getting the same experience. Customizations are not as much on the interface and more on functions and alerts and things like that–some of the business tools, but much of the device interactivity will stay the same and I think that’s important across the workforce.
RAY: I’d say for Windows, there are probably 3 reasons. #1 would be the wide availability of devices. There’s a variety of devices of shapes and sizes and manufacturers, and ultimately, that translates to lower cost most of the time.
Existing investments in IT–IT usually has tools in place for managing Windows. And finally, for a service organization, if they’re servicing equipment, odds are, if there’s some type of interface to hook up to the equipment for diagnostics it’s probably written in Windows. That’s going to be a driving force for a lot of service organizations.
JOANNA: Great! Well, thank you so much guys. I think this was a great talk. That’s all we have for this mobile platform round table. Like I said, this is not an easy decision. There are pros and cons to each of the major platforms. And like these three hinted, you’re probably going to be happy with what you choose. There are great benefits to each one. A cross-platform app ensures that you’re able to switch between all three if you want to try them out. Whether you choose to go with a bring your own device policy or choose one of these three, you’re in good hands. We hope this conversation helped you out in this decision. Thanks a lot for tuning in! And we’ll see you next week for another edition of Field Force Friday!
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