3 Reasons Why a Service Certification Should Impact Your Mobility Decision Making

3 Reasons Why a Service Certification Should Impact Your Mobility Decision Making

Stephen Robinson

One thing we share with our customers is a commitment to customer satisfaction. If you’re equipping professionals to get work done in the toughest conditions, that dedication means delivering not only the best technology to withstand their demands, but also that you can quickly resolve technical issues they encounter to maximize productivity. As a testament to our service focus, Panasonic recently achieved ISO 9001 service certification for Toughbook®. So what does that mean, and why should ISO certifications for service matter as you plan your next mobility deployment?

The International Organization for Standardization’s (ISO) motto “Great things happen when the world agrees” nicely sums up its purpose: designating world-class specifications for products, services and systems. Upheld by 163 countries, ISO standards ensure companies across the globe adhere to agreed-upon quality, safety and efficiency requirements. Quality recognition for technology vendors’ customer service and support functions is critical because it dictates the process that must be followed. When we map out that process, we dictate the customer experience – and that can make all the difference when one of your mobile workers is experiencing a technology issue in the field.

As a core manufacturer, Panasonic has a long history complying with – and surpassing – ISO standards for the manufacturing of Toughbook computers, tablets and handheld devices. Our commitment to excellence, however, does not end at the point of sale. This additional ISO 9001 service certification further validates the fact that we stand 100% behind our products and customers.

When selecting a new mobile technology partner, consider three important areas where ISO 9001 service certification can impact your experience post mobile device deployment:

1. Consistent Experiences: ISO service certification requires that organizations set and monitor appropriate business goals. That means that everyone – from the tech support specialist on the phone, to a field engineer or a configuration manager working alongside your team, to the executive managers at corporate headquarters – understands the service goals.  This means that no matter who you talk to in the entire organization, there’s a consistent customer experience. Without an ISO certification, there could be room for misinterpretation. We know that today’s IT decision makers have a lot of options when you’re arming your colleagues with technology tools. So our goal is to provide not only a great quality product, but a quality and consistent service to match. Research shows that consumers value the journey over individual interactions, and that has been our experience as well. We’re proud of the fact that our customers know to expect consistently excellent service as they work with Panasonic Toughbook on an ongoing basis.

2. Service You Can Measure:  Many technology manufacturers promote high levels of customer satisfaction, but do you know what quantifiable metrics they can point to as demonstrating that commitment? ISO 9001 certification requires organizations to continually measure performance based on service goals. Of course, at Panasonic customer satisfaction is a key metric to monitor and improve, but we also focus on a number of other customer touchpoints – areas that we know will directly affect your experiences after purchasing a Toughbook device.

    • Connecting with a live operator: Our Toughbook customers can reach a live operator at our national service center in less than 40 seconds.
    • U.S.-based service and support: All Toughbook service and repairs takes place in the United States to streamline efficiency
    • Rapid product repair: We provide an average turn-around-time of less than two days on Toughbook repairs

3. Voices are Not Just Heard: Most leading companies can talk about how they listen to their customers – listening is fairly easy. It’s what organizations do with that feedback that really matters. ISO certification ensures there’s a continuous feedback loop that’s acted on. At Panasonic, this VOC loop is paramount and the reason we recently built a new tool that gathers and analyzes not just customer feedback, but voice of our partners and resellers. The feedback not only helps us improve service levels, but influences our R&D to ensure our products truly meet our customers’ needs. For example, the new Panasonic Toughbook 33 2-in-1 detachable laptop was designed in consultation with police, fire, government and enterprise professionals; their input directly impacted the final product’s specifications. The ISO 9001 service certification demonstrates our commitment to incorporating customer feedback into everything we do.

ISO 9001 might just be a set of numbers and letters, but if you’re rolling out mobile devices to workers who can’t afford a minute of downtime, it’s important to consider this service certification as you select a technology partner.

With U.S.-based call center technicians and technical field managers under the service umbrella, our unwavering commitment to customer care represents a fundamental tenet to Panasonic’s success with public sector, enterprise and government agencies. Download our brochure to learn more about how Panasonic ProServices can support the planning, deployment, security, repair and replacement of rugged devices for your mobile workers.

The Internet of Vehicles

the-internet-of-vehicles

The Internet of Vehicles

3 minutes

As innovation accelerates, it isn’t hard to imagine a world where cars drive themselves, or even fly. But cars that talk and think? You might be shaking your head, but that’s exactly where mobility is headed.

At ITS World Congress that starts in mid-September in Copenhagen, Panasonic’s Jarrett Wendt will offer ideas on the connected vehicle ecosystem enabling cars to communicate with each other and the road around them. If your travels don’t include Denmark in September, here are a few highlights.

The world is changing at hyper speed

As anyone in the tech world understands, disruption is the new normal. Constant innovation is now the price of entry, and the rate of change is increasing exponentially. Adoption rates have also accelerated dramatically. As inventor and futurist and Ray Kurzweil noted, we won’t experience 100 years of progress in this century – at today’s accelerated pace, it will be more like 20,000 years worth.

In our recent “Moving Forward,” research series, Panasonic Corp. of North America assesses how senior technology decision makers in industries including automotive view the technologies they see driving us forward, and the impact of these technologies on future plans. By 2025, 10 disruptive technologies are expected to generate trillions of dollars of economic impact. Our new research reveals that tech decision makers in automotive, avionics industries and related government agencies say their companies have already adopted five of these technologies on average. And four have risen to the top of their innovation agendas – energy storage, autonomous vehicles, artificial intelligence and sustainable energy. Panasonic is deeply engaged in all of them.

The future of transportation is integrated

There has been a great deal of prototyping and testing of Intelligent Transportation Systems, but working with the Colorado Dept. of Transportation, Panasonic has developed a phased approach that will allow DOTs to effectively deploy these technologies at scale. Not just a system for main highways and thoroughfares, but for all roadways and arteries throughout an entire state or region.

Our role? A technology-agnostic strategic consultant, general contractor and solution integrator.

We’re one year into our real-world deployment along a particularly challenging 90 mile stretch of I-70 in Colorado, connecting Denver to Vail, where Coloradans face steep grades, severe curves, often-extreme weather, visibility and congestion difficulties. This is a 5-year, $72 million V2X program featuring a road-operator managed data platform deployed on active, open roadways.

Data has the power to drive safety

With our Intelligent Transportation solution, we’re talking about empowering DOTs with the ability to analyze everything from speed and heading, to windshield wiper and traction control status – providing valuable context on road conditions.

Suddenly, a roadway operator can receive this data and make up-to-the-minute decisions about deploying snowplows during winter storms – or optimize how traffic flows through the city in real time.

This technology can also communicate instantly about emergency braking and crashes, and enables customized alerts to be sent to cars in specific locations instantaneously.

Imagine driving along the highway in the mountains and a crash occurs 1,000 feet down the road and around a blind turn. V2X will enable our vehicles to warn us or even react on our behalf – to prevent us from becoming a part of the incident even before the compromised vehicle is visible. And emergency services can be deployed more expeditiously, and more cost-effectively, than ever before.

Talking cars can reduce traffic

Connected vehicle technology will save lives through a significant reduction in the number of non-impaired crashes – estimates are as high as 80%. CDOT estimates as much as a 400% increase in roadway efficiency with wide scale deployment of connected vehicle technology – without the expense of widening roadways and adding lanes. The system is also expected to reduce the amount of time people spend in traffic and lessen the environmental impact of idling cars by mitigating congestion.

Read more about how disruptive technology is impacting transportation in The Year of the Smart Highway.

Authors
Tom Gebhardt - Chairman and CEO, Panasonic Corporation of North America

Building a wireless future that is far-reaching and accessible

Future of Bluetooth Mesh Networks

Building a wireless future that is far-reaching and accessible

4 minutes

The most inspiring example of the power of mesh networks, a distributed communication system, where each device acts as a node that can relay data to the others, lies in the island of Puerto Rico. That’s where a couple of volunteers with antennas, wireless mesh devices and solar panels helped to restore communications for relief effort coordinators in Barranquitas, a city battered by Hurricane Maria. “Within three days, volunteers were using both technologies to more effectively coordinate the delivery of food and medicine,” according to an article in Quartz.

Disaster management and public safety is one reason for the strong growth forecast for the global wireless mesh network market, but not the only one, according to a new report by Zion Market Research. Its study finds that the global wireless mesh network market was valued at $3.84 billion in 2017 and is expected to reach around $9.08 billion by 2024. The oil & gas Industry, video streaming and surveillance, smart mobility and smart city applications are among the biggest drivers of growth of mesh networking thanks to its promise of low-cost access to broadband services.

Bluetooth 5.0 was officially deployed in 2016 with a focus on enhancing the range, speed and data capacity for the connections. It also had another promising role: IoT connectivity. Where Bluetooth had previously been thought of as a 1-to-1 connection between devices, this concentration on IoT tech allows for the connection of multiple devices and, ultimately, the cloud.

Recent research on disruptive technology by Panasonic shows that many companies have adopted mobile devices, apps and commerce and the cloud, and three in five have adopted the Internet of Things (IoT). Senior tech decision makers believe these technologies are critical to their future success, according to our research. Clearly developments, such as mesh networking, that yield fruitful deployments of disruptive technology are important to these decision makers.

Wide-ranging applications

Bluetooth mesh network represents a major step towards a more accessible and wide-ranging wireless future. It allows for multiple devices to connect to the same network and all communicate seamlessly and in real time. A standard Bluetooth network is similar to a speaker presenting to an audience. The speaker may address the entire audience or individual members and audience members may address a question to the speaker, but audience members don’t communicate among themselves. In a Bluetooth mesh network audience members may address one another. This topology has two advantages. First, since a single message may travel along many routes to its destination, this dramatically increases the probability that the message arrives. The second advantage is the increased distance a message may travel – like one audience member speaking to another.

While standard Bluetooth recently upgraded its range in the Bluetooth 5.0 update, mesh networking hypothetically allows for infinite range if the proper chain links are in place.

Mesh networks in healthcare

There are pioneering Bluetooth mesh network examples in healthcare. Hospitals are using Bluetooth beacons to monitor and track equipment. But helping nurses locate equipment is just the surface of Bluetooth’s capabilities in the health system. Using this tech, doctors and nurses could monitor patients from anywhere, significantly reducing the need for hospital visits. These visits are both costly and potentially dangerous due to the risk of things like contagious diseases and infection. Not only would a doctor or nurse be able to monitor patients wirelessly, but a patient’s devices at home could do things like monitor temperature through biometric sensors and automatically notify the drug store to deliver medicine if the patient got a fever.

Benefits to manufacturing

There are also clear benefits from the Bluetooth mesh network in the manufacturing sector, especially where multiple machines operate simultaneously on the plant floor. Previously, if two devices situated beyond the range of a Bluetooth device needed to communicate, it would require either a wired connection or gateway that could connect to the cloud. This cloud connection requires Wi-Fi, which uses significantly more energy. Now with the mesh network, every single device in the entire factory can connect to each other via Bluetooth, and even the ones farthest away can communicate if necessary by bouncing the signal through other devices on the way.

Bluetooth mesh networking is just one piece of the wireless future that is to come. Read more in our Future of Wireless Everything series. 

Authors
Jeff Howell - President of Panasonic Industrial Devices Sales Company of America