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Agent-based messaging systems provide a communications architecture built on a client/server platform; a server at the central site acts as an agent on behalf of the mobile users. Software distribution, posting of forms-based data into central databases, querying of data from central databases, E-mail delivery, and many other tasks can be automated by agents capable of handling these functions on behalf of mobile users. Wireless or landline connections can be established automatically and efficiently to synchronize information between the client and the server, with all of the work (e.g., data entry to book an order) being performed offline.
Agent-based messaging systems provide many benefits in extending client/server systems to large field organizations, including
In addition to these benefits, agent-based messaging systems are also flexible enough to be used over continuous- connection technologies. For example, a user can establish a continuous connection with a central-site system and then employ the agent-based messaging software to exchange information utilizing that connection. This flexibility is not available with continuous- connection technologies such as remote LAN access.
The next step in implementing wireless technology involves assessing which applications provide mobile workers with the most benefits. Application requirements vary among different classes of users, who may require different products and service providers. Four basic classes of applications are discussed:
A survey of telecommunications and IS managers conducted by the Hartford, CT-based Yankee Group revealed that the two primary drivers behind mobile data networks are customer satisfaction and revenue generation. Similarly, a study by Link Resources Corp. revealed that wireless data solutions were implemented mainly to decrease or control costs and to attain competitive advantage.
The results of these two studies contrast with additional, significant findings from the Yankee Group study, which found that a majority of respondents believed that the greatest potential growth will occur in E-mail and fax applications. Users who believe that E-mail and fax will achieve customer satisfaction and generate revenue generally do so for three reasons:
None of these arguments holds true for most field activities. If revenue generation and customer satisfaction is the objective of wireless information exchange, then the most important wireless applications are the line-of-business transactions that generate revenue or improve customer satisfaction. These may include entering and posting sales orders to immediately secure an order, performing a query into a central data base to look up inventory status for a sales manager, or dispatching service requests to mobile field technicians.
Personal productivity utilities facilitating wireless remote access and file synchronization functionality are basic utilities that give the mobile user access to local hard drives on a desktop PC or on a LAN drive at corporate headquarters. Generally, the applications perform this function by providing either a wireless remote node connection to a central LAN, a remote control function to a local desktop PC, or a distributed file system that mirrors the remote drives locally and accesses remote files whenever needed. The general idea is to extend the same personal productivity applications and files found in the central office to the mobile user.
Although these utilities provide important functionality for end users temporarily away from their LAN-connected desktop systems, they do little for the requirements of large field organizations involving hundreds of mobile users who rarely, if ever, use a desktop PC. As discussed previously, wireless remote access and file synchronization systems offer solutions that scale poorly and involve high support costs and connection charges. They provide few capabilities for systems management, application management, or connect- time and communications session management all of which are critical issues for large wireless data implementations.
Single-transaction based applications use wireless technology to perform one function (and sometimes a few functions) extremely well over a wireless connection. They tend to be oriented toward a large user community.
A single-transaction-based application is used, for example, by a rental car employee to enter a returning cars ID number as well as other customer information on a handheld computer that prints a receipt. Another example is a job assignment dispatch application used by an organization with a large field service operation.
To date, these types of systems have produced acceptable rates of return because the applications implemented increase customer satisfaction and generate revenue. However, single-transaction based systems are most appropriate for a small, distinct set of highly repetitive functions. Most mobile users, including salespeople, should not be limited to a single application like order entry. They need a variety of applications to help them perform many functions well. Also, unless additional functionality is custom-built into these systems, single-transaction based application systems do not address application management, update, and maintenance issues.
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