Wireless Leadership Awards 2009 Winners
Jim Balsillie, Co-CEO, Research In Motion (RIM), had the honor of announcing the winners of this year’s Wireless Leadership Awards at WES 2009. Particularly striking this year was the diversity of solutions being employed by the nominees, which represented public and private companies across a number of verticals, as well as a mix of government and educational entities. Each organization worked with BlackBerry® partners to craft a solution that would fit their particular needs and recognized significant ROI benefits after implementation.
Business Impact Award
Finalist: Standard Life
By utilizing several carefully chosen BlackBerry smartphone applications, Standard Life has increased the efficiency and mobility of its traveling sales teams. The company extended the IBM® Lotus® Domino® application, TeamRoom, onto BlackBerry smartphones, allowing for enhanced collaboration between traveling team members and ensuring that its sales force now has constant access to necessary project documents. Standard Life also leveraged applications from Impatica, Paper IQ from DevelopIQ and GPXS, allowing mobile team members to print documents and view PowerPoint presentations from any location. Because of these changes, Standard Life’s sales force and executives are more mobile, more efficient, and less reliant on laptops.
KLA-Tencor is a global business, conducting more than 70% of its operations in countries outside of the U.S., where it is headquartered. With such far-flung operations, mobility is a necessity for KLA-Tencor’s employees and executives and is, understandably, a large expenditure for the company. Faced with high cellular fees, KLA-Tencor turned to the BlackBerry Mobile Voice System (formerly Ascendant) to reduce mobility costs. With BlackBerry MVS, KLA- Tencor was able to leverage its existing platform for users who travel, lowering costs by about 20% or $200-250 per employee—all without sacrificing end-user transparency. Through a well-managed application of the right technologies, KLA-Tencor cut costs, enhanced customer satisfaction, and centralized customer management.
Ricoh, a leading provider of document solutions, wanted to automate the service calls handled by its field technicians. The company worked with application provider Mirifex to adapt its mobile framework so that everything—from dispatching service calls to ordering parts—could be handled from one application on a technician’s BlackBerry smartphone. This solution allowed Ricoh’s technicians to work more efficiently, reducing the overall volume of cellular calls made while increasing the number of service calls made per day. The company estimates they've cut down on 15,000 phone calls per month between their dispatchers and their 2,000 repair technicians and now consistently meet or exceed their Service Level Agreements. With this new framework, Ricoh also enhanced its ability to collect and track valuable business metrics, such as parts usage, which allows the company to make more informed manufacturing decisions.
Innovation in the Private Sector Award
Nationwide’s customers expect the company to be able to provide fast responses during times of crisis, so it’s vital that Nationwide’s claims agents have the tools they need to get to their destinations—fast. Knowing this, Nationwide deployed Telenav® on its BlackBerry smartphones. This application allows agents to quickly find their way to clients, even during situations in which normal navigation methods don’t work, as was the case after hurricane Katrina. By enabling their claims agents to be truly mobile, Nationwide decreased travel time and increased customer satisfaction. Additionally, agents can update customer information on site, directly on their BlackBerry smartphone, further simplifying the claims process by allowing agents to do most of their work from within one application.
Finalist: Safelite Autoglass
When your business is repairing broken automobile glass, you can’t expect your customers to come to you. That’s why Safelite Autoglass, a leader in the field, made it a priority to build a top-notch mobile support system for their field technicians. Safelite equipped their technicians with BlackBerry smartphones running a custom application called MRM, which is built on the Dexterra mobile platform. MRM allows technicians to receive dispatches and log important data while mobile. By eliminating unnecessary paperwork and calls to the dispatcher, Safelite lowered expenses and allowed its technicians to be more productive and responsive. Safelite also takes advantage of the full potential of the BlackBerry smartphone’s features —technicians use the GPS capabilities to decrease travel time and a peripheral device to scan credit cards and print receipts, streamlining their customer interactions and reducing the amount of paperwork they have to fill out by hand.
Every month, HSBC adds more than 2,000 BlackBerry smartphones to the 43,000 smartphones it already has deployed to employees. To help make these smartphones as effective as possible, HSBC created a collection of solutions for globally managing, configuring, tracking and deploying BlackBerry smartphones and the more than 65 applications its representatives use. Named the Bramble system, this suite has greatly reduced the amount of time spent on helpdesk issues. Since the implementation of Bramble, 85 percent of HSBC’s helpdesk calls are now fixed at the first line of support. Bramble’s monitoring module also helps IT personnel monitor the BlackBerry® Enterprise Server and quickly respond to outages before end users are affected—in fact, the time needed to automatically failover servers is now less than five minutes rather than four hours.
Innovation in the Public Sector Award
Finalist: City of Vaughan
With Vaughan Vision 2020, the City of Vaughan implemented a long-term strategy to enhance the delivery of municipal services, in order to cut costs and increase accountability. The city also saw the need for its by law officers to have faster, more reliable access to licensing information about individuals and businesses. They addressed both of these needs, without having to invest in any additional hardware, by expanding the functionality of their existing BlackBerry Enterprise Server with a custom application for mobile license lookup. The City is also actively developing BlackBerry smartphone applications. that incorporate the Freeance Mobile solution, to support location mapping, using corporate GIS, on the BlackBerry smartphones. Already the solution is paying off, with reduced paperwork and diminished bureaucracy freeing up an additional 1 to 2 hours a day for many city employees. As a result of this new work-time efficiency, the City of Vaughan has seen a 12.9% increase in revenue. And, estimates that they have saved almost $30,000 in 12 months in reduced processing time and improved efficiencies.
Finalist: Northern Doctors Urgent Care
Northern Doctors Urgent Care is an after-hours care facility serving patients in Northeast England. To ensure that their doctors always have access to patient records while performing home visits, Northern Doctors worked together with Astute Mobile Data Solutions to develop—in just 12 weeks—an application for BlackBerry smartphones that provides live and secure access to Northern Doctors’ clinical records. Because of efficiency gains from the BlackBerry solution, Northern Doctors was able to retire one of the vehicles in its fleet, saving as much as £100,000 (approximately $152,000) per year. More importantly, Northern Doctors Urgent Care is able to insure the best treatment for the patients it serves, giving doctors the tools to provide speedy, well-informed treatment.
Finalist: Instituto Technologico y de Estudios Superiores de Monterrey (ITESM)
Instituto Technologico y de Estudios Superiores de Monterrey (ITESM) is a private university in Mexico that used the BlackBerry solution to build their own mobile learning solution integrated to their educational technology strategies. The university gave 4,400 students BlackBerry smartphones to collaborate outside of class on content such as audio, video, PowerPoint and articles. In classrooms they use their BlackBerry smartphones as a tool for learning activities such as peer-to-peer assessments, quick test, and using the voice and images recording applications. Professors develop, publish and push out the content themselves to both enhance the students' self-learning abilities and teach them to use a technology that's popular in the business world. The solution has increased the professional skills of the students, with 90% of them agreeing it promotes communication and 77% of them saying it encourages team work. The professors find it easy to use the technology and are coming up with new ideas for sharing information, to support the curriculum. One of the outcomes of Mobile learning project was the creation of the "Innovation @ Research Center on Educational Technology" to manage and support Mobile Learning as well as state of the art educational technologies.
Winner: Administrative Office of the US Courts
Federal probation and pretrial services officers manage their case loads and keep required records using a case management application called PACTS, or the Probation and Pretrial Services Automated Case Tracking System. Recently, the Administrative Office of the US Courts developed a mobile version of PACTS called PACTS Mobile. Using their BlackBerry smartphones and the PACTS Mobile application, nearly 5,000 officers in the federal judiciary can now access offender's contact information, images, and record of activities. The BlackBerry solution gives the organization nationwide directory services for all federal judiciary employees and look-up capability for over 2,000,000 offender records. PACTS Mobile has been a cost-effective and innovative means of leveraging the BlackBerry solution in law enforcement. Officer safety is improved since they are always informed of a client's most current status. PACTS Mobile has made federal probation and pretrial services officers more effective and efficient.