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INDUSTRY SPOTLIGHTEnterprise Mobility in theTelecommunications IndustryHow a Mobile VPN Creates Better Service forCustomers and Increased Productivity for EmployeesPrepared byNetMotion Wirelessw w w. N e t M o t i o n W i r e l e s s . c o m

Enterprise Mobility in the Telecommunications IndustryExecutive SummaryMobile-technology initiatives deliver tangible benefits in improved customerservice and increased productivity for telecommunications companies. As theseorganizations have learned, a mobile virtual private network (VPN) is the key toachieving best practices in their deployments and realizing the full benefit.A mobile VPN provides secure, reliable network connections for adjusters, buildsacceptance to overcome common change-management issues, and allowsgreater span-of-control for managers and IT staff.The Drivers Behind Mobile InitiativesTelecommunications companies offer an increasing variety of services in a highlycompetitive market. Installations can be complex in a business that is becomingmore and more service-driven. To meet the challenges, companies are givingtheir service fleets direct online access to applications.These applications serve up customer data and technical information, provideaccess to and manage parts inventory, and communicate vehicle locations tomake dispatch more efficient.Among the larger telcos, service fleets number in the thousands to tens ofthousands of employees and trucks. Minor increases in productivity such asimprovements in first-call completion and fewer calls to dispatchers can havehuge bottom-line impacts.The Role of a Mobile VPNImplementing a mobile-computing system can be a challenge because ittypically involves significant organizational change and new work habits.Selecting the right VPN – an often-overlooked yet vital piece of the infrastructure– is essential to facilitating a successful rollout. A mobile VPN acts as thefoundation to any mobile deployment, ensuring essential management andvisibility into mobile devices and their activity, establishing security policies andenforcing them, and creating persistent connections for field workers, enhancingtheir productivity.A mobile virtual privatenetwork acts as thefoundation to any mobiledeployment, ensuring themanagement, security,and productivity elementsnecessary to ensurea successful mobiledeployment.Results often seen when deploying a mobile VPN include: Increase in mobile worker efficiency Enhanced customer service Reduced IT support needs for mobile workers Greater security to the overall network Reduced complexity in the deployment of applications to mobile devicesPage – 2

Enterprise Mobility in the Telecommunications IndustryMobile Vs Conventional VPNLike a conventional VPN, a mobile VPN secures enterprise data across publicnetworks through encryption, and protects corporate networks by ensuring thatonly trusted users and devices gain access. However, it does much more. It is thekey to delivering the full benefit of the entire mobile deployment.NetMotion Wireless Mobility XE is expressly designed for the uniquecharacteristics of mobile environments, where workers roam and use computingdevices constantly, while expecting uninterrupted use of open applicationsthroughout the workday. Mobility XE is the essential “glue” that ties togethermultiple networks including various cellular data services and Wi-Fi, aggregatesdisparate mobile devices, and manages them as a single virtual network anddeployment.After deploying Mobility XE, telecommunications service organizations reportedtheir workers completed more tasks in a day, spent more time in the field, andwere overall more productive.Any application that runs over a wired network works in a wireless environmentwith Mobility XE. It allows field-service forces to go beyond paper systems orsimple dispatch functions to directly access applications such as: Mobile workforce / work order managementReal Results: ComcastImplements Strategic FieldService InitiativeComcast replaced a paper-andphone call-based system withhand-helds accessing applicationsover cellular networks. DeployingMobility XE mobile VPN allowedthe application sessions to persistdespite interrupted connectionsfor field technicians, increasingproductivity and customer calls. Scheduling / dispatch GIS & mapping Asset management Service diagnostics / repair CRM“The Comcast Dream Big initiativeincludes a customer guaranteethat we’re going to keep theappointment, be on time and bethere when convenient for our Order entry / deliverycustomers. The key to getting there Automatic vehicle location (AVL)was connecting technicians to ourWhere policies allow, workers may also access: Standard office applications General internet browsing Corporate E-mailapplications through a secure,reliable method. That’s the bigpiece of the problem that MobilityXE solves for us.”– Greg OttoSr. Director of Infrastructure andOperations, ComcastPage – 3

Enterprise Mobility in the Telecommunications IndustryDeployment Best PracticesThere are many commonalities to the challenges that telecommunicationscompanies face in mobility field deployments. Understanding them is key todeveloping a successful mobile computing environment.Lack of User AcceptanceReal Results:The most common reason for failed mobile deployments is lack of useracceptance. If field tools are cumbersome or difficult to use, workers will notembrace them. And as many organizations have discovered, connectivityproblems are the most common source of frustration. Workers often loseconnections and need to re-log in; and when applications are running duringthose interruptions they often crash, requiring workers to not only log in again,but re-enter the data they lost.Cox Communications ReapsMobility XE makes the wireless experience secure and transparent. It handleslogins automatically as service technicians transition between various cellularnetworks and access points, and keeps the applications and connections alive asthey traverse those boundaries and encounter coverage gaps.This is especially important since many telecommunications companies employmultiple cellular carriers for wireless connectivity. In fact, the most commontechnical reason cited by telcos for using Mobility XE is to allow workers to roambetween these cellular networks and in some cases, to also use Wi-Fi hotspots.a Half-Million Dollars inYearly SavingsIT Administrators at CoxCommunications use the MobilityXE Policy Management module tomanage application and networkaccess across for its 3,500field technicians. Managementthough Mobility XE and SybaseiAnywhere’s Afaria allows Cox todeploy and update software on themobile devices remotely, resultingRemoving the Complexitiesin IT savings estimated at a halfWith Mobility XE, workers only need to log in once at the beginning of theirshift and enjoy a seamless user experience. This single sign-on also supportstwo-factor and multi-factor authentication via RSA SecurID (used by manytelecommunications service fleets) or alternatively, smart cards or devicecertificates. Workers freely use their devices without having to manageconnections. Plus they can suspend or hibernate devices throughout the shiftwithout having to reauthenticate or risk data loss. Data connections remainsecure without hindering users.“NetMotion Wireless softwareIn mobile deployments that began with conventional VPNs and weresubsequently replaced with Mobility XE, this simplified user experience led tosignificant productivity gains. In new deployments, it delivers a positive userexperience that facilitates change-management and speeds adoption of fieldtools.Managing, Controlling and Securing Mobile DevicesManaging mobile devices across a dispersed workforce is a challenge, and moreso in large deployments. Securing and maintaining hundreds or thousands offield-based devices, miles from the corporate data center, is much easier withMobility XE.million dollars a year.helps us overcome everydaywireless coverage gaps andinterruptions. Their solution ishelping to make our field serviceoperation more efficient, ultimatelyhelping us to deliver better serviceto our customers.”– Al BriggsDirector, Mobile SolutionServices, Cox CommunicationsPage – 4

Enterprise Mobility in the Telecommunications IndustryControl Over Device UseGiving the IT team and field managers control over remote devices allows them to: Set and enforce policies to manage user and device access to networks Improve security and protect users from inadvertently taking action that bogs down devices or connections Set rules to limit access to specific applications, prohibit web browsing, or restrict access to intranets or specific sites Enforce restrictions based on connection speed or time-of-day Prioritize users by line-of-business applications, so critical traffic has the highest priorityThis policy-management capability is especially useful for keeping file synchronizations and other large data transfersoff of cellular networks, where they might interfere with customer-related and service applications. Workers carryinglaptops, handhelds or smartphones can all have different policies, or supervisors may have policies separate from theworkers they manage.Visibility Into Usage Patterns and ProblemsMonitoring performance across multiple networks is a challenge, especiallywhen networks are outside of IT’s direct control. Mobility XE provides anAnalytics module that measures and reports on device, application andnetwork usage. Administrators can spot coverage or connection problems,find high bandwidth consumers, drill down to monitor traffic patterns, verifyversion details, monitor battery life and much more. In addition, proactivenotifications based on adjustable thresholds can dramatically decrease helpdesk calls. Staff are alerted to potential device or network problems so theycan be resolved before they disrupt workers or impact service quality.For installers whose tasks often find them atop telephone poles or cellulartowers, a mobile VPN can provide an added level of safety. An active deviceindicates that all is likely well, and the mobile device also provides a reliablecommunications link.Enforce Device SecurityMobility XE’s Network Access Control capabilities verify that devices haverequired security precautions in place – such as patches, operating systemupdates, and active antivirus with current signatures – before allowing aconnection.Depending on the severity of the issue, administrators may choosefrom a variety of actions, ranging from simply warning the user, torequiring immediate re-mediation, to quarantining the device. This givesadministrators the flexibility they need to protect the corporate networkwithout hampering worker productivity. They can also automatically remediate the device, at a time and in a way that doesn’t interfere with itsproductive use.Real Results:Windstream Realizes FieldService Productivity GainsWindstream Communicationsdelivers telephone, high-speedInternet and high-definition digitalTV throughout largely rural areas.With Mobility XE, connectionssurvive the inevitable gaps incellular coverage; technicians havehassle-free, continuous applicationaccess; and they remain loggedinto the home network at all times.Mobility XE delivers secure, alwayson, always-reliable connectionsto Windstream technicians – soWindstream can keep theircustomers connected.Page – 5