Active Synch

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MES910 Case Study Best Practices for Deploying
Mobile Solutions to the Sales Force
Jim Piavis Sr Systems Manager jim.piavis_at_sybase.co
m August 15-19, 2004
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The Enterprise. Unwired.
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The Enterprise. Unwired.
Industry and Cross Platform Solutions
Unwire People
Unwire Information
Manage Information

• Adaptive Server Enterprise
• Adaptive Server Anywhere
• Sybase IQ
• Dynamic Archive
• Dynamic ODS
• Replication Server
• OpenSwitch
• Mirror Activator
• PowerDesigner
• Connectivity Options
• EAServer
• Industry Warehouse Studio

• Unwired Accelerator
• Unwired Orchestrator
• Unwired Toolkit
• Enterprise Portal
• Real Time Data Services

• SQL Anywhere Studio
• M-Business Anywhere
• Pylon Family (Mobile Email)
• Mobile Sales
• XcelleNet Frontline Solutions
• PocketBuilder
• PowerBuilder Family
• AvantGo

Sybase Workspace
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MAST Overview Agenda

• A Little History
• Standards
• What is MAST?
• Usage Stats
• The Demo
• System Environment
• A Sybase Solution
• What Did This Take?
• Some Considerations
• Lessons Learned
• Support Issues
• Beyond Phase 2

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The Information Dark Ages.

• Mobile Sales Forces have been disconnected from
  corporate information systems for too long
• PDAs and Pocket Computers have been with us for
  years, but are just now reaching a state to be
  useful in an enterprise environment
• Many sales systems serve Sales Management, not
  necessarily the sales force in the field
• Sales had to rely on inadequate connections at
  the hotel after a long day of travel and
  meetings, to reply to e-mail and other
  communications

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Our Solution

• Develop a mobile solution that extends critical
  information to the mobile sales force
• Provide anywhere, anytime secure information
  capability
• Use the latest business-quality handheld devices
• Build this all on Sybase products

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Mobile Accessible Sales Tool (MAST)

• MAST is a mobile, wireless solution designed to
  provide R4
• The right information,
• At the right time,
• To the right people,
• In the right place.
• MAST provides Sybase Sales with critical customer
  and corporate information regardless of location
• Leverage
• Sybase corporate data integration
• iAnywhere Mobile data solutions
• HP PDA devices
• iAnywhere PIM management
• This is a live solution, not demo-ware

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Landscape - Summer 2003

• NA Sales had not implemented a wireless
  application system
• Some PDAs in the field of all types (Palm/ MS CE/
  RIM)
• Sales rely on cell phones and laptop connections
  during the evenings
• Update of Sales info is slow due to inability to
  access data.
• Initial effort was to deliver News, Customer
  Summary, Pricing and the Phone Directory
• Quick hits
• Easily developed
• Delivered base-line functionality in Nov 03
  including revised Pricing
• IT was also developing mobile standards around
  HP/Microsoft CE platforms

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Landscape Winter 2004

• Rollout of devices to NA WWFO Sales (120)
• Over 350 users on system
• Extended core functionality for Sales Reps and
  provided for 2-way data update capability
• Basic credit info on Subscribed Customers
• Subscribe customers in Customer View from PDA
• Marketing Events Calendar
• Customer Success Stories
• ClosePlans Worksheet (update capability)
• Completed Phase 2 by end of May 04

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PDA Standards

• IT Standardized on the HP iPaq PDA
• 4350 for reps
• 5550 for Sales Consultants
• Some senior managers using Treo 600s
• 128 MB SD card is standard
• Software template is provided on SD card
• Erikson T616i is standard mobile phone
• Currently use ATTW
• GSM/GPRS
• Coverage sometimes limited

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Reasons for WinCE Standard

• Ability to multi-thread
• BlueTooth and 802.11b compatibility
• Display resolutions better
• Data restoration away from desktop is possible
  without 3rd party backup/restoration software

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Although..We Also Use Treo 600s

• Senior Management has adopted Treo 600s
• HP iPaq 6000 series not yet available
• Treo is very easy to connect and sync mail via
  GSM/GPRS
• Provides an always-on functionality with
  reasonable power consumption
• Enabling Push or ReadySync will drain battery
  over night
• Down-side is the lack of computing resources to
  adequately run the Mobile Sales-based
  applications.
• Treo 610 may solve resolution issues but were
  not sure about memory resources needed to drive
  the applications.

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• A little bit about the application

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MAST What Does It Provide

• Basic PIM capabilities
• Core Information
• Sybase Phone Directory
• Company News (External releases)
• Internal News (HR, Virus info)
• Product Division News
• Enterprise Unwired Channel
• Events Calendar
• Sales Specific Information
• Customer Summary
• - Contacts
• - Shipped Products
• - Open Cases
• - Revenue
• - Credit Info
• Pricing
• Close Plans Worksheet
• - Only for NA Sales

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MAST PIM Capabilities

• Pylon Anywhere provides basic Personal
  Information Management synchronization to the PDA
• Contacts
• Calendar appointments
• E-Mail
• Ready-Sync and Push are enabled
• Uses native PPC Pocket Outlook or Palm SyncMail

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• The Live Demo
• (Not Vaporware)

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• How was MAST received?

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Usage

• 800 1300 individual syncs per week
• Over 300 registered users
• 130-160 distinct users weekly

• 5-8 new users a week
• Max concurrent users is 3
• Average download is 2Mb

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Survey Results - Productivity
Question May 04
Jan 04 Diff.
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Survey Results - Applications
Question May 04
Jan 04 Diff.
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Survey Results - Hardware
Question May 04 Jan
04 Diff.
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Feedback

• when I am on the road (which is most of the
  time), I find the BlueTooth combo to be a
  life-saver - I can be functional just about
  anywhere. (Bill Wing Princ Systems Consultant)
• I am using a wireless PDA provided by Orange (SPV
  M1000) Very powerful. (Philippe Mendil
  Territory Acct Mgr, Paris)
• My interest in the project is to have a better
  understanding of what we do and what we provide
  to our customers. With the people I meet and
  interact with outside of work often ask what does
  Sybase do and wanted the opportunity to show them
  versus just telling. I am very involved in
  community services and interact with all
  different types of people and you never know who
  you are going to meet. VERY COOL STUFF! (Denise
  Jin Tax Specialist)
• Overall, the ability the MAST pilot gave me to
  view and reply to email in the field had a major
  impact in closing revenue in Q4 - I had a CTO
  that would email me at the most random times of
  day, and the fact I was aware of when he was
  emailing me gave me the chance to communicate
  with him at what proved to be the only times of
  the day he was available - this was huge (David
  Becker Strategic Account Mgr, Atlanta)

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Feedback - Continued

• I'm not a sales rep. I use my iPaq when I'm out
  of the office. It's a great tool to keep in
  touch with my manager and staff.
• I've loaded PowerPoint for the handheld on to my
  IPAQ. I see this as a great way to carry
  presentations with me on the road without the
  hassle of carrying PC around - would make it
  feasible to actually bring up a presentation
  during a casual meeting with a client. (Cathy
  Balzano Area Lead Architect, NY)
• Use of the MAST, and mobile technology gives me
  much more credibility at customers when I try to
  convince them for going into the mobile project
  space. (Johan Vanfroyenhoven Area Lead
  Architect, Brussels)
• I was at a conference and an executive from one
  of my clients came up to introduce himself. He
  started off by saying "You probably don't know
  me..." I was able to pull out my IPAQ and let him
  know that I know exactly who the client was and
  what volume they did with us and how important
  they were to us. Blew him out of the water!
  (Bruce Leyton Channel Acct Mgr, Atlanta)

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• MAST Physical Environment

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Hardware

• M-Business Server Rack mounted Dell PowerEdge
  2650
• Dual Xeon 2.4Ghz,
• 4 GB Memory 4x1Gb DIMMs
• Win2K OS
• On-Board RAID 1/ RAID 5, Split Backplane, 5
  drives connected to RAID
• 5x 36GB 15K RPM Ultra 320 SCSI Hard Drive
• Mobile Sales (x2) Rack Mount Dell PowerEdge 1750
• PowerEdge 1750, Intel Xeon 2.4GHz w/512K Cache,
  533MHz Front Side Bus
• Single Processor for 533FSB
• 1GB DDR,266MHz,2X512MB DIMMS
• On-Board RAID 5, 3 drives connected to on-board
  RAID36GB,
• 3x 10K RPM, 1in (Ultra 320) SCSI Hot Plug Hard
  Drive

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Hardware (Proxy)

• M-Business reverse Proxy Rack mounted Dell
  PowerEdge 1750 1 x 3.2GHz 1Gb RAM 3 x 36Gb
  RAID5
• Linux Redhat Advanced Server 2.1

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MAST Mobile Architecture within Sybase
Legacy IT Applications
Portals
Business Intelligence
MAST Wireless Solution
Executive Dashboard
Sybase Data Warehouse
IWS Sybase IQ
COSMOS
RepServer PowerDesigner
Sybase EP
Smart Stream
Transaction Applications
M-Business Anywhere SQL Anywhere, Mobile
Sales
Web Applications
ClaSS (Clarify)
Customer View
WiFi GPRS
Others
FRC, PriceBase, PeopleSoft HR
Mobile Device
EA Server ASE
EA Server ASE
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MAST Architecture
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MAST, a Sybase Solution
PDA
Desktop/Laptop
Everything between the Operating systems can run
on Sybase
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• What did this take?

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The Team

• Project Manager IT
• Project Lead - Business
• Business Analyst - IT
• Technical Lead
• PDA Technical Support
• Lotus Notes Tech Support

• Developer - J2EE (x2)
• Developer - Mobile Sales (x2)
• SME Sales Applications
• SME iAnywhere Tools
• Business Testers
• IT Call Center Support

• Note All team members were part time

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Development Effort

• Phase 1 (August Dec 2003 Pilot Phase)
  Infrastructure and Channels
• Infrastructure Ongoing
• Pricing 9/8 -11/10
• Customer Summary 8/25 10/10
• Phone Directory 9/8 10/21
• News Channel 8/25 9/8
• Phase 2 (Dec 03 June 04 Rollout to NA Sales)
  Channels
• Customer Summary Enhancements 12/15 1/29
• Events Calendar 1/28 2/19
• Customer Success Stories 12/8 3/19
• Close Plan Summary 12/8 4/15
• Close Plan Worksheet 1/28 5/20
• Global Customer (WIP)

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Phase 1
Note Costs are internal. No external consulting
headcount.
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Phase 2
Note Costs are internal. No external consulting
headcount.
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Infrastructure/ hardware

• 1 M-Business Server
• 2 Mobile Sales Servers
• 1 Proxy Server

Note Costs are internal. No external consulting
headcount.
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Total
Note Costs are internal. No external consulting
headcount.
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Wireless Charges

• We use ATT for corporate accounts
• Data usage is generally too low to require a
  formalized plan
• Covered on a pay-as-you go basis
• Slightly higher on a Kb/minute basis than a plan
  basis
• Migrate to a plan when usage exceeds 2.99/ month
• Data quantities as of Jan 04 (in MBs)
• used greater than 40 MBs 1
• greater than 20 less than 40 1
• greater than 10 less than 20 2
• greater than 8 less than 10 3
• greater than 4 less than 8 3
• greater than 1 less than 4 27
• less than 1 76

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• Some Considerations and Lessons Learned?

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Consider These Tools When.

• HTML
• Suitable for flat content or pre-existing
  web-based content
• J2EE/ EJB
• Used for simple on-device data manipulation
• Skills exist in organization
• Easily converts pre-existing J2EE application to
  mobile application
• Mobile Sales
• On-device data requires minimal manipulation
• Data storage is required on-device
• Occasionally connected mode is necessary
• Data is relational or nested
• Can leverage a 3rd party adaptor (i.e. Sales
  Force.com)
• Pocket Power Builder
• Existing application is built on Power Builder
• Extensive on-device data manipulation
• Need for extensive or relational on-device data
  storage (ASA or other RDBMS)
• Need to talk to other devices for data collection
  (i.e. fingerprint or bar code scanning)

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Design Considerations
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Lessons Learned Devices

• Battery life is dismal
• Requires backup and restore capabilities
• MS working persistent memory and better power
  management for future release
• Expanded battery packs are very useful
• BlueTooth connectivity is most difficult for
  users to grasp
• No built-in VPN with PPC 2003 were
  experimenting with Movian
• Weve experienced memory management issues
  device will not close out an application even
  with a Stop All command
• WiFi auto detect does not work reliably soft
  reboot sometimes necessary to detect new access
  point
• Had problems with 5450s locking up seems to be
  generally resolved with 5550s
• Users tend to like the 4350 with built-in
  keyboard and slim form factor
• 64MB devices are adequate for most of our
  applications now on the device
• Video will choke a 64 Mb device

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Lessons Learned (Other)

• Content is the most difficult aspect
• Web content needs to be formatted for the PDA
• Theres only a certain amount of usable visual
  space on the screens
• Smart Phones dont make this easier due to
  smaller screens
• No horizontal scrolling was the guideline
• Space considerations on the device should be
  taken into account
• Applications need to be kept as simple as
  possible
• Application operation should be intuitive
• Break complex applications into smaller
  deliverables. Easier for developers and users
• Support
• Expect high support needs at the onset steep
  learning curve for user community
• Users may not be familiar with PDAs or wireless
  environments
• There are many moving parts dont
  underestimate complexity
• Rollout handled through 3rd party and tracked by
  Business owners
• IT avoids hands-on support with devices
• Be flexible. Devices and technology change rapidly

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Lessons Learned - Continued

• Training
• Training materials can not be too detailed
• Developed PowerPoint presentations for each
  module
• Leveraged recorded PlaceWare sessions for remote
  workers
• Core group of technical consultants available to
  assist in-person

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Top Support Issues

• BlueTooth connectivity
• Connecting to BT-enabled phones
• Locating access codes for non-ATTW phones
• Backups and Restores
• Battery life drives frequent backup and
  restorations
• If a user hasnt had to perform a restoration, it
  can be tricky not difficult but tricky
• A Guest partnership will be required and user
  will need to search for correct backup file
• Connection Management
• When switching from different wireless networks,
  a soft reboot is sometimes necessary to acquire
  new network. System doesnt want to release prior
  network.

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Whats Next?

• Expand current functionality to Europe and AP
• Leverage EP in the new version 6.1
• Extend critical or time-sensitive ELT dashboard
  information
• Explore non-sales uses
• Adoption of new converged devices when available

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International Pricing

• Large response for additional pricing conversions
• Support all international currencies
• Applies conversion and uplifts
• Back-end pricing engine API work underway

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MAST Wrap-up

• IT and Sales have developed this data delivery
  method to get the right data to the right people
  at the right time, in the right place
• This project mitigates issues with user adoption
  when company moves to a mobile CRM solution
• Project is highly successful with good user
  adoption

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Contact

• Jim Piavis
• Sr. Systems Manager
• Sybase IT
• Dublin, CA
• E-mail jpiavis_at_sybase.com
• Phone [phone]

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Demo

• Demo CD Slides

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MAST Phone Directory

• The directory is based on AvantGo Mobile Sales
  Technology and uses XML to bring data to the PDA
• Pulls a static data file from PeopleSoft HR
• You can tap the e-mail address to launch the PDA
  e-mail client and automatically populate the
  To field

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MAST News

• MAST provides company news
• General company news
• Internal News generally only applicable
  internally such as HR info or recently, virus
  updates
• Product Division News that updates activities
  with products and company divisions
• The new Enterprise Unwired channel is the the
  marketing website for the wireless initiative

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MAST Customer Summary

• Customer Summary provides customer specific
  information such as contacts, products, cases and
  revenue
• Data is consolidated from transactional systems
  by a centralized Customer View system.
• This application is built on EJB and J2EE
• Incorporates 3rd party tool J-Chart for
  charting graphics
• Password for legacy system is cached on
  M-Business Anywhere. No need to login repeatedly
  unless password has been changed or cache deleted

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MAST -Subscribing by Wireless

• Adding a customer is possible when working
  online.

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MAST - Pricing

• Provide basic ballpark product pricing for
  sales team.
• Not designed for formal quote building
• MAST Pricing takes its data from a complex query
  running against our internal Price Base, the very
  same data that generates a massive pricing
  document
• This is built on Mobile Sales technology and does
  not require an active connection to run. Data is
  contained within the PDA
• Since data does not change often, source data is
  pulled to staging then converted to XML

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Close Plans

• This is key to Phase 2 and provides the first
  wireless transactional update capability
• Close Plans is based on Field Resource Center
  data base and used by NA WWFO Sales for targeted
  named accounts opportunity management
• Generally Close Plans is a management tool
• MAST Architecture is Mobile Sales with SQL
  Adaptor
• Almost 100 out of the box

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ClosePlan Worksheet

• Incorporates
• Role based access
• Search on any and multiple fields
• Database driven
• Pre-defined date formats
• Conflict management
• Only Active Records

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MAST Success Stories

• Over 100 case studies available on the PDA
• Only takes lt1/4 Mb of on-device memory
• Relatively static data but utilizes Mobile Sales
  SQL Adaptor