Mobility Trends in Field Service –

1. Mobility Trends in Field Service – Empowering your field workforce to deliver better, faster service Joe Spahn, Distribution & International Sales

2. About us: Brother Mobile Solutions • A subsidiary of Brother International – a $5.4 billion worldwide company Award-winning printers and AIOs, and P-touch Electronic Labeling Systems • Primary focus: Mobile printing and electronic labeling • Key vertical markets: Field Service, Route Accounting, Public Safety, Insurance • Key products: Thermal letter/legal mobile printers Small format, pre-sized thermal paper mobile printers

3. Today’s discussion … How mobile solutions are empowering field service organizations for: • Improved workforce productivity • Faster service resolution • Reduced service-related costs • Reduced errors and duplication of efforts • Improved cash flow & margins

4. Today’s field service environment It’s tough. And getting tougher. Customers have an expectation of immediacy in all things … • Internet/Web, PDAs, Blackberry • Online ordering, payment, and express delivery • No tolerance for error – or delay • Business as usual doesn’t cut it  Expect everyone to have the same urgency.

5. What’s the response? They have adapted … • To meet rising customer expectations • To improve performance and profitability How have they adapted? • Empowering field workforces with mobility solutions • Closing the loop … back office/ field • Cutting paperwork, reducing workflow interruptions • Streamlining processes • Communicate, capture data and print in the field • Improving velocity, efficiency, and accuracy in workflow

6. How is it going so far? It’s paying off. • According to a 2009 Aberdeen Group study of 200 service professionals: • In a down economy, that’s pretty exciting “ Those that are successful in extending the back-office to the field with convenient, well-integrated workflows have experienced significant 17% gains in service profitability from the deployment of mobile solutions. ”

7. Aberdeen Group reports … Stunning differences between “Best-in-Class” (BIC) field service organizations and industry averages (IA)

8. Mobility tools in use today According to the 2009 Aberdeen Group study, among all respondents: • Most common mobility devices: consumer-grade laptops, cell phones, smart phones and PDAs • Highest projected increase in deployment: • Conclusion: • Smart phones, cell phones and PDAs – more penetration • Experience supports ruggedized laptops • Mobile printers becoming more important

9. Mobile printers & “the last mile” • So far, most emphasis has been on voice & electronic data in and out and closing the loop between the back office and the field. • But “the last mile” involves closing the loop between the back office, the field, and now also the customer … • The result has been better, faster service, higher productivity, improved customer satisfaction, and better profitability

10. Mobile printing & workplace efficiency Integrating mobile printers enables remote printing of … • Schedules & work orders • Start work immediately, • Improved accuracy • Change orders and estimates • Cuts delays in waiting for paperwork • Strike while the iron is hot • Customer invoices on completion of work • No delay in AR cycle – saves from 3-5 days • Closes the gap – performance & payment • Cuts costs of processing & mailing • Up-sell materials • Coupons, special offers, promotion details • Extended warranty agreements enhanced workflow efficiency

11. Defining mobile printing solutions Mobile printers differ from integrated device printers (handheld scanner/printers, etc.) • Mobile printers: print from variety of field service software apps on handhelds • Advantages: Ease of use and versatility – like any PC-connected printer • Applications: • Work orders • Estimates • Invoices • Delivery/collection receipts • Calibration/maintenance and other reports

12. Types of mobile printers Letter/legal size “mobile” printers • Inkjets • Variations of sheet-fed desktop inkjets • Common installation: Trunk or floor mounted • Advantages: Familiar technology; easy to use; color • Disadvantages: Ink supplies can run out; ink can freeze; uses standard paper sizes (letter/legal/A4) only • Thermal • Roll or sheet-fed printers • Common installation: Dashboard or glove box mounted • Advantages: Smaller size, easier to mount; no inks to manage – only supply is paper; printing can be almost any length • Disadvantages: mono only

13. PocketJet3 Series Mobile Printers PocketJet3 Plus • Letter/legal size mobile thermal printer • Extremely small about 10 inches • Extremely light little more than 1lb with paper and AC adapter • Versatile battery or AC adapter powered; roll fed or sheet fed • Excellent connectivity available with Bluetooth®, IrDA, USB • Excellent compatibility Windows®, MacOS, Linux, Symbian, Palm, PocketPC, Windows Mobile, RIM (Blackberry) • High-quality output up to 300 dpi (laser quality) 10" 1lb

14. More mobile printers … handhelds Other types – handheld mobile printers (MPrint) • Brother MPrint MW-145BT • Small-format mobile thermal printer with Bluetooth interface • Advantages: True pocket size; weighs only 11 oz, with battery and paper; IrDA, USB & Bluetooth connectivity; rechargeable battery, 300 x 300 dpi mono resolution • Disadvantages: Max. paper size is 4.1" x 2.9"; mono only; small size means that it can more easily be lost or misplaced • Brother MPrint MW-260 • Larger format mobile thermal printer • Advantages: Prints on paper up to 5.8" x 4.1"; weighs only 1.2 lbs. with battery and paper; IrDA, USB & Bluetooth connectivity; rechargeable battery, 300 x 300 dpi mono resolution • Disadvantages: You’ll need a bigger pocket

15. Who is using mobile printers • Field service organizations installation, repair, maintenance • Delivery operations route accounting • Insurance claims adjusters, sales • Law enforcement/public safety patrol cars, EMTs

16. Real world example … Plunkett’s Pest Control, Fridley, MN Situation: • Leading pest control firm serving residential, rental, and commercial/institutional customers in eight states • Legally must keep documentation on pesticides they use • Leave paperwork with customers for each service Challenge: • Automate paper-based processes for field service technicians • Eliminate hand-written paper forms and replace them with on-demand printed forms • Maintain the 8.5 x 11 format for all the printed forms

17. Real world example … Plunkett’s Pest Control, Fridley, MN Solution: • Solution provider Emkat, Inc. was engaged by Plunkett’s and automated their field service business processes with: • Mobile handheld computers • Brother PocketJet3 mobile printers with Bluetooth® wireless technology • 200+ technicians equipped with a handheld computer and PocketJet3 to print leave behinds • Invoice tells where worked was performed • Shows material used in treatment • Comments for future pest prevention • Service order information • Price of the service • Signatures and technician information

18. Real world example … Plunkett’s Pest Control, Fridley, MN Result: Let the customer tell us: “ The PocketJet 3 printers have been a good solution for our technicians. They are able to print out invoices for our residential customers and detailed description reports for our commercial clients. “ Handwritten forms are a thing of the past. The same information is now being printed by all our technicians on site. Customers don’t have to wait to get invoices or other important information. All of our requirements are being met. ” ” Becky Miller • Technical Support and Training for Plunkett’s.

19. Real world example … Oakhurst Dairy, Portland, ME Situation: • Family-owned regional dairy delivering milk products to stores since 1921 • About 100 drivers, 70 delivery routes, printing receipts and other documents through consumer-grade handheld computers & dot-matrix printers • In 2007, upgraded their IT systems, built in-house mobile route sales applications; upgraded handheld computers and mobile printers Challenge: • Needed a better, faster solution – to withstand N.E. winters – than the dot-matrix printers • Needed to maintain the 8.5 x 11 format for all the printed forms

20. Real world example … Oakhurst Dairy, Portland, ME Solution: • Chose the Brother PocketJet3 mobile printers after Maine State Police demo • PocketJet3’s thermal printing not affected by extreme cold & were much faster • 100 drivers equipped with a new handhelds and PocketJet3 • Now, each morning: • Mobile computer pre-loaded with route information • Print “pick” tickets before leaving the depot • At the store, pick and bar code scan the order • When order’s completed, print delivery list • Customers sign on computer, receipt is printed • All daily data downloaded into back-end system

21. Real world example … Oakhurst Dairy, Portland, ME Result: • According to a published article, the migration to the new platform and printers has saved most route drivers at least an hour a day because of the speed of the application and the speed of the printer … In their own words: “ The old printers took about a minute to spit out an invoice … Invoices now print in under 10 seconds. ” Paul Connolly VP of technology services and CIO at Oakhurst

22. Ready to get started? Visit us in the CodeZone to view Mobile Printer Demo!! MW-145BT PocketJet3 Plus MW-260 E-mail: joe.spahn@brother.com