|
Issue 92
Rugged Hardware
Industry Specific Software
Full Service Support
www.touchstargroup.com
|
|
|
|
Propane Marketers, Get On Board!
 Only 30% of propane marketers use mobile computing. Among propane industry observers, it’s a huge question mark. As an industry consultant, I closely monitor trends and events that shape the propane industry and report on those that impact marketers and business practice. Technology, as in any industry, is the major driver of change. For the propane industry, change that is driven by technology has been slow. As a result, the industry’s competitiveness and innovative muscle suffers as proven solutions that drive new highs in productivity and customer service are ignored.
The best example is deployment of on board computers, widely known as mobile computing. It makes no sense to leave mobile computing on the shelf considering its benefits. Just the very basics of mobile computing, automating delivery point of sale and connectivity of the truck, driver and office, are a logical fit for the propane industry. The transportation, distribution, delivery and service industries rely on mobile computing. The propane industry of developed nations outside the US standardized mobile computing over 20 years ago to drive profits, increase market share and diversification. And more to the point, it just makes doing business a lot easier.
Perhaps you’re a marketer that has considered on board computers but don’t have a clear idea of how the investment will pay off. It could be you’ve heard about the benefits from vendors and other marketers for so long that you’ve become desensitized to the message. Or that you operate five trucks and think you’re too small to benefit. Perhaps you’re not sure if you’ve done enough research to make the right vendor decision. If this sounds familiar, read on. You will be very glad you did.
The On Board Computing – Mobility Readiness Test below will pinpoint where your hesitation lies and provide simple steps on how to move forward. The testimony of a North Carolina marketer with seven bobtails provides a hands on view you will recognize with real expectations.
On Board Computing-Mobility Readiness Test: Your answers to these five questions below will indicate whether you’re ready to invest in the benefits of mobile computing:
1. Do you see technology as important to your business? If you see technology as a fad with little importance to your business at this stage, it will not become priority. However, the evidence is clear that bobtail efficiency, employee fulfillment, customer satisfaction and service are greatly improved by mobile technology. Technology is here to stay and is the way of the future. Its influence on the industry will continue to grow. The astute marketer understands this and will focus their time and money on applying technology to their business.
2. Are you ready to change the way you do business? Changing the way you do business can be challenging. It’s human nature to feel uncomfortable changing practices that have worked for years into something new. “My greatest fear when we decided to use on board computers was changing the way we handled our daily delivery tickets,” says Kemp Johnson of K.B. Johnson Oil and Gas Company in Fuquay-Varina, NC. “Our system worked and our people were used to it. But when we saw the improvements and efficiencies made possible by computers on our trucks, we decided to change. Since then, our work is easier and our employees are more productive. There’s no way we would go back to the old way,” said Johnson. “I was shocked by how much we saved just on paper tickets!”
3. Are the benefits from on board computers real to you? Real expectations and understanding the benefits of mobile computing is essential to your investment decision.
The testimony of vendors and marketers are regularly validated. Here’s a few of the benefits:
Improved propane price control – Propane price management is difficult because of the turbulent supply market and varying customer prices. “My ability to better manage propane prices paid for my investment in on board computers,” said Kemp Johnson. “Before we had on board computers, our drivers had a tough time keeping track of all the prices. Plus, the volatile market made it difficult for us to change our price in a timely manner.” Johnson continued, “We were limited in programs we could offer our customers because it was tough managing the different prices. Since installing on board computers, our drivers don’t have to worry about prices and we do a much better job keeping up with the changing prices from the volatile market. Everything is electronically up dated on a daily basis. As a result, we’re not leaving margin on the table,” said Johnson. Marketers should see at least a one cent per gallon margin increase from improved price control. The $5,000 a year benefit on a bobtail that delivers 500,000 gallons a year creates a quick investment payback.
Improved employee productivity – Getting more done in less time is the ultimate goal of all companies. Typically, bobtail drivers save 1 to 1.5 hours a day by eliminating paperwork. This means more time for delivering gas. CSR’s typically save a two to three hours a day from automated data entry and driver trip report reconciliation. This gives the CSR more time for proactive customer service and problem solving on the first call and sales. Don’t forget sales. Do bobtail drivers like using on board computers? Just ask Allan Meadows, bobtail driver at K.B. Johnson Oil and Gas Company. “Now that I use a mobile computer, I feel more confident that the invoice is correct. Plus it’s neater. I especially like not having to do the paperwork anymore, all trip reports, deliveries, inspections and forms are all done in the handheld. I don’t fill out anything. And I don’t make mistakes. No one has to read my handwriting. I deliver more gas and provide better customer service. I have no desire to go back to the old way without a mobile computer.”
Improved customer service – Computer printed invoices improves customer service. “Our computer printed invoices give us a more professional look with the customers. My logo looks great! Plus, billing errors have declined significantly,” says Kemp Johnson. “This helps us build an image of quality dependable service with our customers. We’ve eliminated all the re-keying at the end of the day too. Our employees and customers love it. ”
4. Have you identified the right vendor? When selecting a vendor, dedicate time to researching providers and validate their value and claims. “One of the best lessons we learned when selecting our mobile computing vendor was to find someone that work wells with the back office software provider,” said Kemp Johnson. “Both providers need to work together to solve any problem arising through implementation,” Johnson said.
5. Are you ready to lead change? Effective business change requires effective leadership. Your employees will look to you for direction, reinforcement and support. Your message that technology creates employee opportunity is a key to your success. Equally important to you as a leader and business owner: don’t be concerned by a full implementation of your fleet. Some marketers start small while others go for A – Z deployment. Begin your implementation with the number of trucks you feel comfortable managing.
Kemp Johnson was asked “Would you do it again?” His response was clear. “Absolutely! I cannot imagine operating my businesses without computers on our trucks.” Johnson went on to say, “My experience with mobile computers has created an appetite for more technology. Our next project is logistics software and we’re excited about that.”
GO FOR IT! You’ll be glad you did. The adage “technology and competition waits for no one” fits.
Randy Doyle, a propane industry consultant from Houston, Texas, has no affiliation with any technology vendor.
Copyright: Randall Doyle Consulting Houston, Texas; May 2007
•••••••••
cont… from July 2007 InTouch
 Professional Services
When it comes to designing a client-centric solution, TouchStar deploys its Project Managers and Business Analysts to engage the organization into our proprietary and proven 8 Point Process that takes the project from beginning to end. All the above-mentioned issues are considered and more. Even before we embark on any application development and/or configuration, our Professional Services team design and virtually build a solution clearly identifying and addressing ROI, TCO and other objectives the clients’ need to achieve. This way, before any significant dollars are spent by the client organization, they know that the solution will match or exceed their expectations and then, TouchStar issues a money-back guarantee. Nothing is left to chance. Before a formal go-ahead by the client, the client has peace of mind that the deployment will deliver to their organizational expectations. This is the time where our Hardware and Electronic engineers are engaged and consulted to ensure that all aspects of the project roll-out are considered and any problems resolved.
Then, following a sign-off by the client, the project is initiated.
Hardware and Electronic Engineering
TouchStar engineers are trained to diagnose and resolve hardware issues to component-level. They design and build custom solutions in situations where tailored hardware is required and unavailable in the market. Case-in-point is our Nav-e-gate in-vehicle hub that facilitates multi-connectivity to the various inputs from a fuel-delivery truck that then communicates through blue-tooth to any 3rd-party, readily available PDA. This solution is now deployed in the thousands.
Furthermore, as indicated above, installation services go hand-in-hand with field force automation. Our prototyping facility, develops specific installation brackets and kits for the many models of vehicles in a fleet thus taking-away the headache from the client that only needs to order a part-number in order to receive a specific installation kit. TouchStar’s capillary network of certified installation centers are then engaged to carry-out installations on-site or at a location close to the client.
Post Sale Support
We have so far dealt with the supply of a turn-key solution to a client. What happens next is the Achilles heel for many field force automation deployments. In a pilot environment, one can prove that the new deployment works to perfection, a hand-shake and signature later… the final payment and the general deployment is started and everybody is happy.
The first failure and …. Who do I call?
Is it the application or the handheld? Maybe it is the telco? Or is it just user error a result of inadequate training? A list of numbers to call and people to talk to in order to get the unit going again. A day of calls later and it turns out to be the handheld this time. Very lucky this time, a straight forward solution! Or is it? The supplier sends a replacement unit. Next day the brand new unit arrives but still cannot do anything….. No application loaded…… and on and on it goes. And mind you, this is a simple one what about if it turns out to be something more complex?
TouchStar offers Service Exchange and 3 levels of call-centre support to suit all needs. Some clients prefer for TouchStar to take all calls directly (First Level) whilst others prefer to have one entity at their organization filter calls and then liaise directly with our call-centre (Levels 2 & 3). Whatever the case, TouchStar has a solution for you. Our team of customer support officers are well versed in field force automation and are backed-up by our engineers to ensure a problem is solved PROMPTLY by placing one call to one phone number. No passing the buck between suppliers or between entities within the organization. The customer support officer becomes your case manager and sees the issue to an appropriate solution.
Service Exchange is an established and very effective, forward exchange mechanism for leading field force automation solutions.
Simply, if your unit is diagnosed as failed, a pre-loaded, tested and fully-charged replacement unit is sent (the same day) with an enclosed return courier bag. Once the unit arrives the operator
This solution means that the least disruption possible is achieved and the field force continues to operate efficiently and successfully.
A turn-key Field Force Automation solution is the only real solution for organizations that want to get the most of their technology deployment with little disruption. TouchStar are the professionals when it comes to leading Turn-key, 360 degree solutions.
For more information on TouchStar’s services, please contact your Account Manager.
•••••••••
 HTC Is Opening Gates
With names like “Breeze, Hurricane and Typhoon” and “Prophet, Wizard, Magician and Trinity” it sounds like a Marooned Al’s Tiki Bar is hosting the Harry Potter Convention.
But leave it to innovative and trend setting High Tech Computer Corporation (HTC) and their product code names to precedent an exciting brand emerging in the realm of Windows Mobile.
Founded in 1997, HTC is based in Taiwan and has experienced dramatic growth due to a strategic hardware development partnership with Microsoft. Initially HTC was considered an ODM (Original Design Manufacturer), a form of outsourcing for large organizations like Dell, Fujitsu-Siemens, HP/Compaq, Sharp, to name just a few. However, things have morphed considerably.
HTC products are commonly sold under several well known brand names, including industry bellwethers Qtek, Orange, O2, AT&T, i-mate and Vodafone. Over the last year, HTC has been transitioning their HTC brand to the consumer with universally recognized “smart” in their tag-line ‘smart mobility’. Catering to the consumer is a decisive maneuver. By eliminating the middle man and harnessing their dominant engineering constituent, HTC is posturing (or destined) to be a major player in the big league mobile phone and device market.
Strengthening the HTC brand is the recently introduced HTC Touch™ device. Internally codenamed Elf, Touch™ is powered by Windows Mobile 6 Professional. The specifications cater to high demand features including Wireless LAN, Bluetooth 2.0, a Tri-Band GPRS/EDGE network, SD2.0 MicroSD adapter, 2MP color camera and up to 200 hours standby time. But its HTC’s clever and ingenious user interface feature, TouchFLO, that distinguishes HTC from the other “smarts”; TouchFLO can detect gestures and distinguish between a finger and stylus input on the touch screen
TouchFLO is the foundation of a set of HTC specific user interface extensions for Windows Mobile, arguably designed to mimic Apple’s revolutionary iPhone interface in its own carefully unique way. Apart from the obvious aesthetics, the emerging trend seems to be towards finger driven control of the user interface. Why not make use of nature’s own stylus! TouchStar has pioneered finger centric interfaces for the past 10 years.
Another defining TouchFLO feature is that any existing lists can be scrolled by simply dragging your finger (stylus is ignored) over the screen, includes scrolling web pages in Internet Explorer Mobile (IEMobile). Coupled with today’s screen extensions and HTC’s cube, which puts common PIM, phone and media functionality at your finger tips, TouchFLO delivers eye opening improvements to Windows Mobile. Aesthetics aside, TouchFLO actually makes Windows Mobile a more pleasurable and user friendly experience.
I suppose one could say HTC is ‘Opening Gates’.
Al, make mine Mai Tai…cheers to HTC!
•••••••••
|
|
|
|
|
The Propane Marketer's Edge |
|
Turn - key Solutions |
|
Tech Talk - David Thornley |
|
|
Find out about TouchStar's Products and Services. Click here
|
We would love to hear your comments on the articles we publish email us your comments
today.
For more information on any of our products, solutions or services.
Click Here and someone will contact you shortly.
|
|