Just about everyone has a cell phone these days. But that may not be enough anymore. If all business traffic goes on the phone lines, you may end up with huge cellular bills. And if the only way employees can access email is at the office, they either spend too long at the office early in the day or come in early to handle their messages. Either way, they spend less time with customers.The answer is the smartphone. Such devices combine phone, email, and other tools on one easy-to-use device. They are typically defined as devices harnessing operating systems that can run applications for mobile users.
“It has become increasingly important for smaller companies to be able to easily and cost-effectively deploy and manage mobile technology solutions in order to remain competitive and responsive to customers,” says Carrie MacGillivray, an analyst for mobility at IT consultancy IDC.
There are lots of smartphones out there with various pros and cons. It is the mix of services, applications, and features that determine which device would best serve the needs of the business.
“When SMEs begin selecting smartphones for business use, it is essential to evaluate what type of wireless solution that they are looking for and what types of features their users require,” says Andy Ballema, a mobile wireless specialist for CDW (www.cdw.com).
The obvious starting point is to learn everything there is to know about the various smartphone candidates. How easy is it to use? Does it have enough horsepower, bandwidth, and memory? Does it have the applications you need, or can it integrate with third-party applications?
“SMEs should ask themselves if they require basic features like phone and email, or have to have calendar applications, the ability to synchronize data between devices, etc.” says Ballema. “You should also check if end users are going to need to edit attachments or access to external applications such as Salesforce.com.”
Smartphone Options There are plenty of good smartphones out there. And they are now selling at a much higher rate than regular cell phones, according to Mark Donovan, an analyst for mobile technology consultancy M:Metrics.
“The smartphone market will nearly double this year to 14.6 million devices from 7.4 million units sold in 2007,” says Donovan.
That means the manufacturers are rolling out a never-ending parade of newer, faster, and sleeker models. But SMEs shouldn’t be tempted so much by fad as by workability. The basic functions you are looking for are, of course, Internet, email, contacts, and access to your own business systems.
More recently, phones have become available that have support for Microsoft Exchange. Others include more advanced security features—remotely wiping the phone in case it is lost or stolen, for example. This prevents the company database and key sales contacts from ending up in the wrong hands. Whatever model you choose, make sure the basics work well in your environment.
All Thumbs A major consideration on smartphone choice is data entry. Some have tiny keys that may not be usable in the field. If you are supplying phones to a bunch of burly plumbers with fingers like tree trunks, there is no point buying a dainty model.
“My fingers were just way too big to be able to type messages on my new phone,” says Albie Berk, president of Ultimate Site Promotion, a search engine marketing firm. “I really needed a bigger keyboard.”
Some manufacturers make larger handsets, and a few provide a great deal of typing space. In these cases, they provide a reasonably sized QWERTY keyboard, which makes it easier to type long messages and faster to compose short ones.
Other phones use a number system for automated data entry. For example, 1 means “goods delivered,” 2 means “en route,” etc. And then there are models with touchscreens. These are great for certain uses, but may be impractical in more rugged environments. If your field reps have hands full of grease or acidic elements, some touchscreens may not fare well.
Internet Connectivity There is a big difference in Internet connectivity between the various smartphones. Some provide only a very basic connection—fine for email and viewing a few Web sites but hopeless if you have to view Web sites with a lot of graphics or surf through multiple Web sites rapidly. Fortunately, a few devices have now come on the market that provide a richer Web experience.
The choice comes down to need. If your sales reps require top-notch Internet capabilities, avoid smartphones that take forever to load pictures. But if you hardly need Internet at all, don’t pay more for a fancier design with super Web features you’ll never use.
Ballema makes the point, though, that the phone itself might have all the features you need, but in some cases a particular smartphone might limit your carrier options. Depending on the carrier and organizational needs, one network may be more suitable than another.
“Select a carrier based upon the best coverage area of where end users may be working,” says Ballema “If organizations have international users, they should seek out one that can accommodate global coverage.”
Keeping Costs Down It’s all very well to find the perfect smartphone. But if it ends up costing an arm and a leg, it may not be quite so ideal after all. One way to keep costs down is to sign a two-year contract with the carrier—but only do it if you are sure the service is what you desire. With such a contract, you can also obtain a nice discount based on the number of phones purchased.
Another consideration for cost is the hardware that is part of the deal. Sometimes carriers throw in older devices to sweeten the deal. But a year or two down the line, you might be forced to go through an expensive upgrade in order to keep your applications current. Therefore, always seek out the most up-to-date hardware so you don’t get stranded one day with obsolete gear.
“Implementing a standard wireless solution companywide, as well as consolidating onto one email solution and one device type, is a good way to keep costs down,” says Ballema. “Standardization allows the company to control hardware and rate plan costs.”
This necessitates, of course, a company policy against employees using their own devices. Some companies prefer letting employees choose their own. That’s fine as long as it is on the employee’s dime. But if you are paying, it can end up very expensive—and a nightmare for IT trying to get apps to work on so many devices.
by Drew Robb
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