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GETAC AND FEDEX TECHCONNECT: INNOVATING RUGGED SUPPORT SERVICES WHITE PAPER Introduction Modern mobile platforms are indeed, a change agent. The impact of mobile solutions, especially when considering their intersection with equally significant developments with cloud software as a service (SaaS) solutions and social applications, is truly transformational Forward-looking companies recognize this opportunity and are increasing their investments in building and securing enterprise-grade mobile applications Many of the Global 2000 are actively harnessing the power and capabilities of mobile devices to enable a more productive and empowered workforce. • Direct Store Delivery Logistics Parcel Delivery Customer Engagement Evidence Management Mobile POS \\ ` Records Management CRM Sales \ / �, Citations/Ticketing rug puik.bike, Mobile Meter Reading "M� �� Damage Documentation Maintenance/Repair / Incidence Reporting GIS/Mapping Collaboration 11MMAan Patient Care Medication Administration Specimen Management We know that forward thinking organizations are welt aware of the business benefits that mobile enablement can bring, and are very keen on capturing the return on investment associated with the wealth of powerful applications that are now a real possibility for their mobile workforce. From improving service technician productivity by reducing the number of visits to close a ticket to enhancing service by better engaging with an increasingly empower customer base and reducing medical errors by ensuring procedural and medicine administration compliance, the value of real time information delivered through mobile devices is reaching all corners of the enterprise. The transformative nature of mobile computing solutions has had such a profound impact. that many organizations have become reliant on their mobile platforms to conduct their day-to-day operations. Minimizing Downtime for Mission Critical Applications Critical However, the pervasiveness of mobile devices in the workplace creates challenges for IT organizations from a support perspective - clearly managing and secunng mobile platforms is foundational to a mobile strategy. Especially for mission and business critical applications, maximizing device uptime is of critical importance. Consequently, leading mobile selection criteria among decision makers for rugged devices for applications in harsh environments such in public safety, first responder, military. manufacturing, utilities and logistics environments, key evaluation metrics understandably include hardware quality, rugged specifications and puce. However. this is only half of the picture. In addition to hardware criteria, according to VDC's research. service capabilities - spanning repair and maintenance support services to professional services - from hardware vendors and their partners is an equally important selection criterion While rugged devices are designed to withstand some of the harshest environments and usage scenarios-from exposure to extreme temperatures,altitude and vibration to the device being dropped - failures can occur. Minimizing downtime in these scenanos is absolutely critical as the cost of downtime in terms of lost productivity, operational 1 508.653.9000