White Paper Mobile Workforce Solutions and Today's Mobility trend

Transcription

1 White Paper Mobile Workforce Solutions Working It Out How Today s Organizations Use Mobile Enterprise Solutions And Enable Workers to Take the Office with Them Over the last several years, there has been an increase in workforce mobility and, by all indications, this trend is expected to continue. Today, employees may be out of the office, but thanks to mobile technologies, they are no longer incommunicado and disconnected from their employer, colleagues, vendors and customers. Sponsored by: Copyright 2008 CyberShift, Inc. The CyberShift logo is a registered trademark of CyberShift, Inc. All other product and company names mentioned are used for identification purposes only, and may be trademarks of their respective companies.

2 Working It Out Mobile Enterprise Solutions Enable Workers to Take the Office with Them Executive Summary Over the last several years, there has been an increase in workforce mobility and, by all indications, this trend is expected to continue. Not long ago, when someone said they were heading out of the office, they were not only physically leaving the premises, but they were going to be out of touch for some time as well. With the proliferation of laptops and handheld devices and the growth of wireless networks, that dynamic has changed. Today, employees may be out of the office, but thanks to mobile technologies, they are no longer incommunicado and disconnected from their employer, colleagues, vendors and customers. From Wall Street to Main Street, today s workforce is on the move, armed with cell phones, Pocket PCs, BlackBerry smartphones, Rugged Digital Devices and other handheld apparatus, enabling them to remain connected as they spend more time out of the office a trend that industry experts predict will continue to escalate. Research firm IDC estimates that the number of mobile professionals white-collar workers who spend 20 percent or more of their time away from their desks is growing by approximately 15 percent annually. 1 Likewise, Quocirca Research predicts a faster uptake of mobility for blue-collar workers as mobile devices continue to meet their information and communication requirements. 2 Regardless of the type of work, mobile access can eliminate the inherent inefficiencies that are often associated with business travel. Ideal mobile business solutions for workforce and expense management should: Bring enterprise-class applications to mobile workers rather than forcing the mobile workers to the enterprise applications. Increase productivity by reducing the need for employees to use personal time to complete reports or take time away from core business activities when they return to the office. Increase visibility into employee business expenses and labor costs improves compliance with company policies and procedures. Offer opportunities to provide greater flexibility to an organization s workforce, providing greater employee satisfaction and increased retention rates of skilled labor. 1 Integrated Mobile Solutions Vaultus White Paper Primary research data derived from an independent study conducted by Quocirca Research 2

3 This paper examines the mobility trend, the challenges it presents, the tools mobile workers need to be productive outside of the traditional office environment, and the enterprise application solutions available to manage and support a mobile workforce. Mobility Trends and Requirements The increased pace of business in the digital world has no mercy and waits for no one. With the rising number of frequent business travelers, field workers, telecommuters, remote branch office workers and multi-site workers, organizations need mobile enterprise applications to support existing business processes, increase productivity, reduce costs and enable employees to rapidly respond to business needs and remain competitive. While the trend toward a more mobile workforce offers greater business opportunities, it also presents challenges as managers struggle to keep track of their employees and Human Resources, Accounts Payable and Corporate Travel departments are challenged to keep them synchronized with corporate policies and practices. Realizing that the modern workforce requires always-on connectivity, and that employee business expenses and labor management-related functions, such as time capture and absence requests, are the top two controllable business costs for an organization, more are turning to mobile enterprise applications that enable employees to take the office - and access to their critical applications - with them. Mobile initiatives also offer opportunities to provide greater flexibility to an organization s workforce providing greater employee satisfaction and increased retention rates in a time of shortages of skilled labor. Employers that recognize the graying of work time and personal time in work environments employ mobile technology solutions that allow workers to stay connected, while increasing productivity. By empowering employees with the right tools needed to adhere with policy compliance and workflow requirements, organizations are able to keep mobile workers productive beyond the traditional office environment while reducing costs to more effectively manage and support a mobile workforce. The Business Challenges of Mobility Mobile workers have the same pressures as on-site employees to comply with existing corporate policies, approvals and business processes. Whether it is a day trip for the sales professional or an extended engagement on a customer s site, business travel has long been recognized as a critical enabler to advancing customer relationships, including creating new business initiatives and maintaining existing relationships. In addition, the rise of the service economy has made face time 3

4 the interaction between two or more people in one physical location more crucial than ever and a differentiating component to business success. Challenge: The workers who are most using the travel and expense system or charging billable time to on-site customer projects are the ones who are in the office the least. With so many people on the move, providing greater support to employees who travel, are remote, or not in a traditional office setting is vital to their productivity and retention. Today s business nomad is not just the road warrior sealing a deal or conducting business from multiple locations. Salespeople, consultants, technicians, managers and field employees are by definition a mobile workforce, and spend more time out of the office than in it. Add to that, more employers are offering the option to telecommute, the number of businesses with multiple branch offices is rising and translating to more people working at more than one location, and key IT personnel such as network administrators are often required to travel from location-to-location to manage the organization s systems. For regional managers, off shore crews or staff who travel from location to location, they too are on-the-go, requiring constant communication with their home or customer base in order to get their jobs done. Mobile technology helps support them and the business by arming mobile workers with the right tools needed to comply with policy regulations and workflow requirements. And, it allows them to accomplish this during times that might otherwise represent lost productivity (i.e. while waiting to board an airplane, in between customer meetings, while they are in a taxi). In other words, mobility allows workers to turn downtime into uptime, to capture previously lost minutes and hours in order to accomplish key administrative tasks freeing up more minutes and hours of their day to focus on core activities that drive revenue, productivity, and company performance. Challenge: Loss in productivity by workers unable to access business-critical applications remotely. Not only do road warriors lose productivity because they can t access the applications remotely; they also lose productivity when they are in the office and more of their time is spent trying to catch up on administrative tasks (i.e. expense reports) rather than driving the business forward. Let s say you re on the road and can t access or your expense application on Monday. That means that you can t get back to the people who contacted you Monday, and you can t fill out your expense reports. On Tuesday, you are in the office. Rather than driving new business initiatives you spend a portion of your day playing catch up. In other words, the productivity loss not only happens at the point of being disconnected, but also at the point when you are back in the office and have to catch up. 4

5 Most deployed applications do not natively support mobility initiatives and only recently have organizations started to invest in technology and hardware to provide a stable and secure platform to the mobile population. Since the majority of critical business applications are only available through a PC connected to the corporate LAN and possibly Intranet, many mobile employees are left detached from the information and applications they need to be productive and drive business success while they are out of the office. This lack of infrastructure of services requires mobile workers to return to the office or use personal hours to complete work. In addition to being an inefficient use of the employee s time, employees that are required to give up personal time for work activities or take time away from core business requirements - may be left disgruntled by not having the solutions needed to efficiently complete necessary tasks. While today s work environment has fostered more acceptance and understanding of the blending of work and personal time, a system that provides mobile access to business applications also ensures mobile workers are able to get their work done while on the road or at their convenience. Challenge: Data security risks associated with employees traveling with company PCs. Another challenge with managing a mobile workforce is the data security risks that are associated with employees traveling with company laptops. According to the Computer Security Institute s annual CSI/FBI Computer Crime and Security Survey, laptop theft is a formidable threat, with losses totaling more than $3.8 million dollars in In addition to monetary damages due to lost laptops from either theft or negligence organizations and their customers can also be left exposed and vulnerable to identity crimes. The most recent Privacy Rights Clearing House data indicates that 33 percent of reported data breach events resulted from laptop theft. 4 With an increase in mobile workforces, and the rising incidence of laptop theft, many businesses are challenged by connecting mobile employees with the resources they need without compromising their business and information security. To this end more and more businesses are restricting travel with company laptops. Challenge: Meet staffing requirements with the right person in the right place at the right time at the lowest possible cost. In addition to being expected to accomplish their core job responsibilities whether they are in or out of the office, mobile managers are also challenged to meet staffing requirements and get the right person in the right place at the right time and often at the lowest possible cost. Without mobile access to the workforce management system, managers who are out of the office are unable to approve time sheets in a timely manner and ensure they are completed accurately, which may result in errors or delays in payroll. Lack of remote access can also contribute to bottlenecks in approving absence requests, which can negatively impact the ability to properly staff the business for optimal 3 CSI/FBI Computer Crime and Security Survey, October 2007, Computer Security Institute 4 Chronology of Data Breaches, 2006, Privacy Rights Clearinghouse 5

6 productivity. Having the workforce application available via a handheld device such as a BlackBerry smartphone enables managers to complete reports and process approvals on the go. By leveraging wireless and mobile devices and software, companies can empower their workforce with direct access to mission-critical data where and when they need it. As cellular networks and wireless connectivity continue to expand and become more reliable and secure, and more applications designed specifically for access on mobile devices become more readily available, the mobile workforce is indeed ready to work anywhere, at any time. Tools to Support The Wireless Workforce Have Arrived Wanting to gain a better understanding of mobility-related issues for decision-makers and employees, global research leader Simpson Carpenter conducted a survey of 3,000 employees and an equal number of mobility decision-makers at small-, medium- and large-sized organizations on their perceptions of mobile technologies. The survey revealed that while employees rapidly embrace mobile technologies, decision-makers are slowly recognizing the benefits to the workforce and organization. However, regardless of size, more businesses are incorporating mobile technologies into their infrastructure and therefore need highly reliable applications to maximize their value and realize productivity gains. 5 Solution: Mobile handheld devices connect the mobile worker with the office. While employees may be driving the demand, there is an obvious increase in use of mobile handheld devices, such as the BlackBerry smartphone and rugged mobile devices, creating new opportunities to connect back to the office. Research In Motion (RIM), the company behind the successful series of BlackBerry handheld wireless devices, saw an increase in subscriber accounts in the third quarter of 2007 by 1.5 million to approximately 12 million total subscriber accounts. 6 Devices such as the BlackBerry smartphone are becoming ubiquitous in the market as the cost comes down and more applications become available on this platform. A study from research analyst firm Aberdeen Group surveyed companies that had mobile field-service systems reporting an average improvement in worker productivity of 27 percent, a 19 percent improvement in customer satisfaction and retention, a 17 percent improvement in overall profitability and a 13 percent improvement in service revenue. 7 The survey also found that the underlying key to success is easy to use applications that provide timely access to data to improve decision-making, enhance collaboration and expand the reach of communications. 5 Research data derived from an independent study conducted by Simpson Carpenter 6 Third quarter results, December 20,2007 press release, Research In Motion 7 The Location-Based Mobile Field-Service Benchmark report, October 2006, Aberdeen Group 6

7 Solution: Handheld devices offer inherent robust security features over portable PCs and are less likely to be stolen. Another reason mobile devices are gaining widespread appeal is the heightened security they offer over portable PCs. With the rise in laptop thefts, more organizations are taking a more stringent approach to data security and asking employees to forgo traveling with them in an effort to protect their valuable assets and data. Employees are encouraged to rely on handheld devices because they are more secure and less likely to be a target for theft due to their low after-market resale value. Solutions like the BlackBerry smartphone also offer more inherent robust security features over laptops. Should a BlackBerry smartphone be lost or stolen, they can be shut down by corporate administrators immediately, thereby significantly mitigating the risk of exposing company data. Solution: Mobile handheld devices go beyond and voice. Going beyond wireless and cell phone usage, mobile handheld devices offer untapped business application potential, enabling workers to truly take their office with them anywhere they go. Using a BlackBerry smartphone, users can gain fingertip access to critical applications that are necessary to keep the workflow moving and remain in compliance with corporate policies and procedures. Unlike laptops that need to be near an Internet connection, a BlackBerry smartphones wireless connectivity works from the factory floor to the airport lounge and everywhere in between, delivering an always-on connection that increases productivity and helps balance work and life. Even when a connection is not possible, such as on an airplane, BlackBerry applications can still allow a user to work disconnected. This platform flexibility allows companies to justify their investment in mobile technology and expand the applications available for their mobile workers. Solution: Redefining the office. No longer are mobile business applications nice to haves, they have become true necessities. These new mobile technologies, combined with a greater desire for more work/life balance as well as financial and environmental initiatives such as telecommuting policies, have redefined what it means to be in the office. For the employee who is mobile-enabled, and has ready access to business applications, they are able to optimize their productivity by taking care of business whenever and wherever business takes them. 7

8 Workforce and Expense Management Hit the Road Companies that deploy integrated mobile business applications for workforce and expense management can create efficiencies and deliver better resource accessibility. In response to the number of users communicating through handheld devices, there has been growing interest in developing wireless business applications to increase productivity, reduce costs and enable business users to connect with the applications they need to get their jobs done regardless of where they are located. According to a recent Ipsos-Reid market research study, most BlackBerry smartphone users can turn 53 minutes of downtime into productive work time each day and BlackBerry smartphones can increase the efficiency of an entire team by nearly 30 percent. 8 Likewise, companies that deploy integrated mobile business applications for workforce and expense management can improve productivity, create efficiencies and deliver better resource accessibility to their mobile workforce. For business travelers and mobile employees, expense reporting and time and attendance workforce management related functions are two of the most commonly required applications. This includes alerts to management related to scheduling and other workforce issues i.e., understaffing and increased forecasts that require quick responses. Whether in the office or on the road, managers need access to the relevant data required to effectively run their business unit. Capturing time and reviewing clock data for timely submission, review and approval of time sheets, absence requests and management approvals streamlines workforce management processes. Using a mobile workforce application, managers are able to perform real-time data capture of attendance and labor distribution and view all related transactions. From the corner office or on the road, managers can gain greater visibility into their labor distribution, review and approve absence requests remotely, anticipate, and respond to scheduling changes to meet forecasted business demands or address workforce issues while out of the traditional office setting. Mobile employees have the option of entering data either through their BlackBerry smartphone online or working offline and switching to other modes of communication applications such as standard Web browsers, interactive voice response, point-of-sale systems, time clocks, kiosks, and rugged devices. And employees can view accrual balances in real-time, at their convenience. Mobile expense applications provide support necessary to help mobile workers accelerate processing business transactions. For expense reporting, mobile applications release business users from needing to wait for a return to the office to prepare an expense report. Instead, using a mobile expense management application, employees can be more proactive in managing their business expenses. They can maximize their time and create expense reports on their handheld during downtime at the airport or immediately as 8 Ipsos-Reid Study as taken from RIM s Website: 8

9 the expense occurs. Through the mobile application, business travelers can review details of their corporate charge card transactions and include them along with their cash transactions on an expense report. Getting expense reports submitted in a timely manner improves accuracy and enables managers to faster approve or reject the report thus improving the overall workflow timeliness for posting, reimbursement and if applicable rebilling. Used by thousands of organizations around the world, the BlackBerry platform is the de facto standard in wireless communications for mobile workers. BlackBerry smartphones provide a secure, robust and existing corporate standard platform for the enablement of critical functions of enterprise applications for mobile workers. Increased productivity, where mobile workers spend more time on core business activities, is just one benefit of mobile workforce and expense management applications. Mobile applications also improve timely filing of expense reports and ensure increased compliance and adherence with corporate policies and procedures. By incorporating a wireless application into the strategic architecture, finance and accounting personnel gain increased visibility into employee business expenses. This improved visibility facilitates deeper insight into employee business expenses and spending patterns, enabling organizations to take proactive steps to reduce overall spend through improved policy communication. By better managing employee-related expenses, businesses can also experience significant cost savings to improve bottom-line performance. Reports are reconciled in a timely manner, employees get reimbursement checks faster and employers can quickly reconcile their business expenses. And, by submitting expenses as they are incurred, the opportunity for error is reduced during reporting. For Greater Productivity, Bring Enterprise Applications to the Employee With the rise in workforce mobility, more corporations are addressing the requirements of their mobile workforce by empowering them with enterprise-class solutions that are easy to use, optimize productivity and enable a better balance between work and life outside the office. Whether a mobile workforce is inherent in a company s nature of business or select segments of the employee population are remote or based in the field, providing solutions that support existing business processes, increase productivity and reduce costs enabling mobile workers to get the job done wherever they may be located. Enterprise-class workforce and expense management applications designed for the mobile worker: Bring enterprise-class applications to mobile workers rather than the mobile worker to the enterprise application. Increase productivity and keep the mobile worker focused on core business activities. 9

10 Greater visibility into employee business expenses and labor costs improves compliance with company policies and procedures. Offer opportunities to provide greater flexibility to an organization s workforce, anytime, anywhere. Mobile Enterprise Solutions Enable Workers to Take the Office With Them In a device-enabled society whether it s carrying a Flip Video camera to immediately post to YouTube or an ipod to have fingertip access to music, movies, photos and more - people have come to expect always-on connectivity at their convenience. While on-the-go has fueled convenience in correspondence, business users should also be able to gain the same on-the-go access to their business applications. Through this next-generation technology, employees benefit from the increased convenience and ease of use of mobile applications to get their job done. From an operations perspective, mobile applications are required to truly mobilize the workforce, optimize productivity, enhance competitiveness and enable the workforce to conduct business at the speed in which it occurs. Rather than force the mobile worker to the enterprise applications, new technologies are bringing enterprise class applications directly to the employee whenever and wherever they are. About CyberShift, Inc. CyberShift, Inc. is a leading provider of workforce management and expense management software and services focused on helping mid-sized to large, complex organizations improve organizational performance and profitability. Through its integrated Workforce Management 3G suite, which includes time and attendance, advanced scheduling and reporting and analytics, companies can more effectively plan, manage and deploy their workforces, reduce costs and improve processes across business operations. CyberShift s Necho Expense automates the processing and facilitates the management of employee business expenses such as travel and entertainment and helps companies improve compliance; enforce expense policies and procedures and increase visibility into operations. Offered in both traditional license fee and Software-as-a-Service (SaaS) delivery models, CyberShift s innovative solutions have been awarded U.S. and Canadian patents. CyberShift is the first enterprise-class workforce and expense management solution provider to enable support for the BlackBerry platform. To learn how CyberShift s solutions can help your mobile workforce, contact CyberShift by calling (877) or visiting us at

11 About Research In Motion (RIM) Research In Motion (RIM) is a leading designer, manufacturer and marketer of innovative wireless solutions for the worldwide mobile communications market. Through the development of integrated hardware, software and services that support multiple wireless network standards, RIM provides platforms and solutions for seamless access to time-sensitive information including , phone, SMS messaging, Internet and intranet-based applications. RIM technology also enables a broad array of third party developers and manufacturers to enhance their products and services with wireless connectivity to data. RIM s portfolio of award-winning products, services and embedded technologies are used by thousands of organizations around the world and include the BlackBerry wireless platform, the RIM s Wireless Handheld product line, software development tools, radiomodems and software/hardware licensing agreements. Founded in 1984 and based in Waterloo, Ontario, RIM operates offices in North America, Europe and Asia Pacific. RIM is listed on the Nasdaq Stock Market (NASDAQ: RIMM) and the Toronto Stock Exchange (TSX: RIM). For more information, visit or About Vaultus Based in Boston, Mass., Vaultus is a mobile software company that enables firms to leverage the benefits of BlackBerry -- beyond . Vaultus' award- winning Mobile Application Platform enables workers to have instant access to their reports, sales, field service, and other applications. And Vaultus' Mobile Application Studio enables IT departments to cut deployment time in half and dramatically reduce support costs; making enterprise mobility simple, secure and cost effective. To learn more about Vaultus Mobile Technologies, and how our solutions can help increase productivity at your company, please visit our web site at