Executive Perspective: Panasonic's Field Engineering Team Demonstrates Unmatched Support for Customers

Executive Perspective: Panasonic's Field Engineering Team Demonstrates Unmatched Support for Customers

Walt Chantlos

At the heart of the Panasonic promise is our dedication to putting our customers’ needs above all. For Panasonic Toughbook Professional Services, this means being there when extenuating circumstances arise, because even the toughest devices need a little support. With years of experience and expertise in all things mobility, Panasonic field engineers support customers from start to finish, ensuring Toughbook products operate in line with their needs. We sat down with Brian Kestenholz, Director of Mobility Field Operations for Panasonic Toughbook Mobility Solutions, to learn more about the work his team does and how it will alter in the future.

Panasonic is known for reliable hardware, but many aren’t aware of the ProServices teams that work behind the scenes. Can you describe your team’s role at Panasonic?

The field engineering team for Toughbook wears many hats within the company with important roles both before and after a sale is complete. From a field engineering standpoint, we’re focused on providing pre-sale solution support for our account management team to help them deliver the value proposition of Panasonic Toughbook products that set them apart from the crowd. For anything technical or service related, our certified technicians serve as the first responders to ensure that the Toughbook devices, application software and any accessory technology will meet the customer’s needs. If necessary we provide onsite technical review resources, available nationwide. Post sale, our team offers consulting services to ensure successful deployment and optimized performance of the mobile devices and operating systems within our customers’ existing infrastructure. Offered as a package or a la carte, the services offered by the team ensure that our customers have the support they need beginning the moment the device is purchased through years of use in the field.

When customers are looking for support in the field, why do they choose Panasonic?

There is no doubt that there is a science to a successful mobile device deployment. For about 80% of customers, the key issue of buying a rugged device is getting it out of the box and properly deployed with existing infrastructure and business applications. The field engineering team is dedicated to walking customers through this process step by step. Because all field engineers are ITIL certified, customers can trust they are receiving the highest quality of service possible.

Our field services team really stands above the rest because of the strong, personal relationships they establish with each of our customers. Our customers enjoy the peace of mind that they can pick up the phone and get in touch with their technical engineer directly, without having to go through multiple organizations and escalations to find the right level of support. On average, mobility field engineering team members have been with Panasonic for eleven years, demonstrating a deep understanding of our product lines and the ability to provide expertise and answers efficiently.

How is the role of Panasonic’s ProServices technicians evolving to meet the needs of customers?

Increasingly, we’re being called upon to act not only as a technology supplier, but as a technology consultant. For many organizations, IT staffing has been reduced and we are running into more customers who aren’t prepared to face the challenges that come up when buying a new rugged mobile device. They need a partner who comes to them with real mobility expertise not only about the devices, but about the way that their industry works. At Panasonic, our goal is to have a team that can truly help customers overcome the mobile technology deployment and IT challenges that they face on a day to day basis. That means working every day to ensure that our customers are happy with the product and support they receive, because building this relationship of trust is what keeps them coming back. But of course, this is part of the way we have worked for the past two decades, reminding ourselves that the customer must always be our first priority.

Visit us online to learn more about the services of Panasonic Toughbook and the mobility field engineering team.

Community safety in the digital age

a new age of security and public safety

Community safety in the digital age

4 minutes

You don’t have to look further than the news to see how technology is transforming the way law enforcement fights crime. Take the NYPD’s 2018 arrest of the “Tip Jar Bandit.”  After a theft at a Staten Island deli, police used surveillance video to capture the perpetrator’s image and circulate it via social media to publicize it across the command and community. This spurred new info. When officers received a report of a person stealing a tip jar at a local tea shop, they were able to quickly apprehend the woman, using their smartphones to establish her identity and collaborate with other precincts to put an end to a cross-city crime spree.
 

Integrated intel

From bystander videos and streetlight surveillance to body-worn cameras and facial recognition software, digital advancements in the way evidence is captured, stored and shared promise to make police work more efficient, while strengthening relations between a community and its force. But for all this digital intelligence to be helpful, it needs to be actionable – which means connecting all these technologies and getting them to work together. 

As a leader in connected solutions that support law enforcement, Panasonic is deeply engaged in developing technology and systems to address policing in the 21st century. We provide security and video surveillance systems designed to integrate with our mobile, communication and evidence management platforms. That’s important because when you’re leveraging disruptive technologies, such as new forms of mobile content, cloud storage and the challenges brought on by the Internet of Things (IoT), there’s a very real need to synergize these technologies into a unified, simple and secure technology ecosystem.  

Here’s a look at what’s possible in public safety in a digitally connected community.

Extra eyes and ears

The Tip Jar Bandit is one example of how digital assets can expand a community’s watch. But imagine if the suspect had taken off in a getaway car. In a connected city, police officers can associate data like a license plate number to that individual. Then, the suspect’s car can be tracked through smart streetlights and other city surveillance as she drives around town. Advanced camera features like intelligent zoom image stabilization enable officers to widen the search and provide a clear picture of the culprit, even in a high-speed chase.

In her haste, perhaps the perpetrator runs a red light. Traffic analytics software integrated into city cameras would detect this unusual activity and automatically alert law enforcement for a quick response. If she chooses to take the subway, transportation surveillance, with cameras offering wide views, would see her boarding the train. Should she flee on foot, facial recognition security algorithms, like those in use in a program at NJIT, can be used to identify her in real-time and alert the community to be on the lookout. 

In addition, surveillance recordings can be forensically searched to confirm the presence of persons of interest after the fact. Connected technologies enable more efficient policing, not only in desk work but in how investigations are handled. In an emergency, this free flow of public safety information can improve response times.

Information flows freely

Police work doesn’t stop once a suspect is caught. There’s an arrest process, cross-examination, court and possible jail time. In a connected community, an integrated video evidence management system can automatically and securely share evidence with prosecutors. Having central access to digital evidence across the law enforcement chain is powerful, providing not just labor but cost efficiencies. It can also lead to more indictments. 

In this tech-driven world, everyone with a smartphone becomes a potential witness. When technology, law enforcement and the public all work together, they can create a safer, connected community.

Learn more about connected security solutions.

Authors
M. Faisal Pandit - Senior Vice President & Chief Digital Officer of Panasonic System Solutions Company of North America

One way China is overtaking the U.S. that might surprise you

Meeting China's mobile needs in aviation

One way China is overtaking the U.S. that might surprise you

4 minutes

When you think tourist, the stereotype of the sunburnt, sandal-wearing American is often the image that often comes to mind. But as China’s middle class experiences strong growth, look for a new wave of tourists and businesspeople to influence world travel. Already, China is reporting record travel numbers. Last year, its citizens took a reported 4.5 billion domestic and international trips. That’s nearly three times the country’s total population. 

China’s travelers with disposable income are a top reason why the country is expected to replace the U.S. as the world’s largest aviation market by 2022, according to the International Air Transport Association’s 20-Year Air Passenger forecast.

China’s digitally connected and aspirational middle class represents 300 million consumers — and that number is growing. Companies looking to compete for customers in the region are adapting and preparing to meet their hyper-connected requirements.

Middle class growth

The passenger base in China is growing faster than the airline industry predicted, and that’s inspiring airlines to adapt their businesses to cater to this powerful and expanding market. China’s digitally connected and aspirational middle class represents 300 million consumers — and that number is growing. As people are traveling in record numbers, they’re also using internet-connected devices en masse, and that’s causing a significant shift in the airline industry.

As airlines adopt inflight Wi-Fi and capitalize on the personalization capabilities of inflight entertainment systems, they’ll soon be finding themselves moving at warp speed to meet the demands of Chinese passengers. Asian-Pacific, and particularly Chinese, customers rely heavily on mobile platforms in their day-to-day lives and carry those same expectations when they travel. 

“China is more advanced than the EU or U.S. when it comes to mobile technology. That's why you have to offer Wi-Fi onboard. You have to be able to connect throughout the journey. That's what they expect and that's how we build a platform that also creates loyalty,” says one top airline exec.

Read details in “How the Airline Industry is Adapting to China’s Exponential Growth.”

 

Authors
Panasonic Avionics

A new approach to community engagement in smart cities

Colorado Springs hero header

A new approach to community engagement in smart cities

5 minutes

Some 6,035 feet above sea level, and nestled into Pike National Forest, Colorado Springs wows visitors with its natural beauty. Ranked one of America’s best places to live, the city is now looking towards technology to further improve residents’ quality of life.

Just an hour drive from Denver, Colorado Springs hosts the country’s flagship Olympic training centers and is building the nation’s only U.S. Olympic Museum. It is also embarking on a smart city endeavor called SmartCOS to positively impact the community and drive economic development, focusing on projects in energy, mobility, city services and smart buildings.  
 

Which technologies would benefit citizens most?

When the municipality of Colorado Springs began investigating smart technologies to improve city services and reach community goals, a challenge arose: how to determine which opportunities would benefit citizens most? City officials turned to Panasonic, a leader in smart city initiatives, for help narrowing the tech focus.

It all started with a visit to Panasonic’s CityNOW hub at Peña Station NEXT in sister city Denver. There, Panasonic is overseeing deployment of a range of technologies from a micro-grid and solar canopy to smart streetlights and parking, ultra-fast community Wi-Fi and a Connected Vehicle ecosystem. This 382-acre hub serves as a living lab for emerging technology, and an optimized business model in which cities, utilities, developers and transportation entities come together to share in the planning and resources for smart city projects.
 

If there is one thing that can predict a smart city’s success, it is a strong public-private partnership.

If there is one thing that can predict a smart city’s success, it is a strong public-private partnership. At Peña Station NEXT, businesses, energy and city service providers, landholders and government established a process to vet vendors and greenlight projects. CityNOW played a lead role as the Smart and Sustainable general contractor and systems integrator, employing its stakeholder alignment platform. Now Panasonic and Colorado Springs are partnering to implement a similar process, with an expanded focus on community involvement. Here are three clear benefits of a public-private collaboration such as ours.

Project optimization

Colorado Springs has a head start in that its utility company is municipally owned – and heavily engaged in smart city efforts. In fact, Colorado Springs Utilities was already exploring advanced metering infrastructure before we began developing the city’s SmartCOS Implementation Strategy.

Now there are conversations between the city, the utility and the community on how to future proof an advanced metering system, and this input is being injected into the utility’s requirements as it pursues proposals. This is just one example of the opportunities that collaboration creates. 

A clearer path to execution

The mayor’s office invited early involvement in a joint task force from different private institutions, the military (the city is home to four installations; Fort Carson, Peterson Air Force Base, the Air Force Academy and Schreiver Air Force Base), and other key community members, garnering input on which ideas would most benefit Colorado Springs. Having decision makers in the same room was priceless. This joint task force identified shared goals such as resiliency, energy and connectivity. The task force also came up with a path forward.

The largest hurdle to smart city progress is not technology, but bringing together large, complex organizations and finding ways to gain agreement on mutual priorities, and ways to achieve them. It’s like a seven-legged race: we are all equally tied at the hip and we only make progress together. 

Increased ownership and accountability

Community engagement is crucial to the SmartCOS process. City officials have initiated open discussions with the community – both publicly at scheduled events, and online via a tool called SpeakUp! on the city’s website. This live link enables citizens to provide feedback on what they would like to see in the areas of transportation and mobility, energy and utilities, buildings, sustainability and city services.

This ongoing dialogue has been invaluable, creating a sense of excitement and ownership in the community. Rather than getting distracted by ‘bright and shiny new technologies,’ this robust process keeps us focused on projects that will add value to the lives of residents. 

Authors
Mayor John Suthers and Jarrett Wendt
John Suthers is Mayor of Colorado Springs, CO. Jarrett Wendt is Executive Vice President for Strategic Initiatives at Panasonic Enterprise Solutions Company.

Power play: energizing passengers’ devices

keeping up with passenger devices

Power play: energizing passengers’ devices

5 minutes

5G is on its way and its many capabilities are expected to benefit the mobile lifestyle including inflight travel. Imagine the possibilities: exploring the aircraft via virtual reality, downloading a movie in seconds, or transferring data in real-time at 32,000 feet. All this hyperconnected internet awesomeness means more travelers will be using more personal electronic devices than ever before. This rise in electronic devices presents airlines with a unique challenge: How to keep customers happy by maximizing the onboard power supply — without straining flight-critical systems. Already airlines are working on ways to keep passengers plugged in throughout flights, and face some complicated issues. For instance, what kind of power system to install.

Passengers are traveling with devices that require a variety of outlets: 115V AC and high power USB outlets are most common, but wireless charging such as Qi is also getting some attention.

The right connections

According to SITA’s 2017 Passenger Trends IT Survey, the vast majority of airline passengers fly with at least one electronic device, and more than half carry two or more devices.

Meanwhile, consumer trends show that while laptops – which require AC outlets — are still popular with a large number of flyers, most passengers use one or more USB-enabled devices during their journey.

Does that mean getting rid of AC power altogether? Not necessarily, says Panasonic Avionics Product Marketing Manager Gary Kaplan. He explains that AC power still has a role to play in powering thirsty laptops. What’s changing the game is the development of USB Type-C power outlets. These allow larger tablets to be used inflight and also support fast-charging for smartphones.

Figuring out what power outlets will work in the future is one challenge. Another is overall power distribution. Aircraft electrical supply is limited – so ensuring critical aircraft operations is a top priority.

For safety reasons, original-equipment manufacturers set limits on the power distributed to passenger applications. Aircraft power-management systems dynamically distribute the power supply to seats; during periods of peak demand, power will go into “restricted mode” by cutting-off supply to non-critical electrical equipment.

In Panasonic’s case, the company works with manufacturers to ensure its equipment offers optimal power delivery and aircraft safety, while keeping as many passengers plugged-in as possible throughout the flight.

Learn more in Keeping up With Growing Passenger Demand for Inflight Juice

Authors
Panasonic Avionics

Wi-Fi in the sky

WiFi in the sky

Wi-Fi in the sky

4 minutes

First came the sky warriors—those frequent business travelers, who would pay up to be able to work in the clouds. They wanted things like always-on email access, uninterrupted conference calls and live streaming webinars more than they wanted creature comforts like on-board showers and champagne. Today a solid connection remains especially important for those passengers who want to work as they fly.

Meanwhile consumer demand for inflight Wi-Fi services is growing in leaps and bounds. The airline industry is meeting it with more connected flights, faster connection speeds and new technologies. “With availability of Wi-Fi connectivity continuing to have a direct impact on the overall air-travel experience, adopting the latest onboard Wi-Fi technology remains an effective way for airlines to distinguish their brand,” noted the International Air Travel Association in its 2016 Global Passenger Survey.  

In a recent blog article in UP, Panasonic Avionics Sr. Director for Global Satellite Capacity Planning Todd Hill says passengers on the best-connected flights are able to access average speeds up to 12 Mbps in a speed test, with a maximum 20 Mbps burst speed. This offers business travelers better options for both work and play. “Video and audio plays quickly. Once their work is done, business travelers do the same thing we all do. You can actually access Netflix.”

New satellite systems

Much of the credit for improved service goes to a growing fleet of specialized communications satellites. Over the past two years, operators have placed into orbit nearly a dozen high-throughput satellites that use spot-beam technology to carry higher data loads than conventional satellites. For instance, last June Eutelsat launched a new high-powered satellite that connects air routes in a broad geographic area over the Asia-Pacific region.

Satellites have two distinct advantages over the air-to-ground systems that dominated the early days of inflight Wi-Fi.

First, air-to-ground systems rely upon a network of land-based cell towers, each with a limited geographic range. Aircraft flying over an ocean are too far away from towers, so these systems can only service overland flights. Satellites, hovering in geostationary orbit over the water, can bridge that gap between continents. Satellites can provide overland service, as well.

Second, the newer satellites have faster connection speeds than the aging ground networks. That’s translating into lower cost and increased capacity for things like checking Facebook and watching movies.

Airlines are gradually adding connectivity services to their fleets. Global available seat miles (a measurement that quantifies an airline’s passenger capacity) that “have at least a chance of Wi-Fi on board” increased to 39 percent in 2016, a 10% year over year, according to Routehappy. It estimates for U.S.-based airlines alone, available seat miles rose to 83 percent, up from 77 over the same period.

And as our world becomes ever more mobile those numbers are expected to continue to rise. Today just over 5,200 commercial aircraft offer Wi-Fi services. In the next few years, more than 14,000 commercial aircraft will offer Wi-Fi services, representing over half the global fleet, according to Juniper Research. Read more in The Future of Inflight Wi-Fi 

Authors
Panasonic Avionics