Case Study (American Airlines)
AmericanAirlinesand its associated companies have been winning accolades such as the 2011 WorldAirlineAwards for exemplary customer service and this remains a key mandate for theairline. A stellar mobility strategy is vital for AA to maintain these soaring standards.AmericanAirlinesuses a wide variety of mobile devices depending on the needs of the specific work group running on the best available cellular carrier orAmericanAirlinesdedicated Wi-Fi network. Mobile applications include Bag Scanning/Aircraft Load and Balance Finalization Driver Information on Routings Flight Information for Baggage Carts and are also used by Fleet Service Clerks responsible for transportation of luggage and freight Lost or Misrouted Bag Tracking Cargo Warehouse Freight Location TrackingAirportAgent Customer Assistance and Dynamic Manning. Prior to implementation of SOTI MobiControl individual business areas or their service providers wrote custom deployment software and lockdown security as part of the application. This was very expensive and beyond pushing new software to devices this provided no remote management capability and was generally ineffective for Mobile Device Management. InitiallyAmericanlooked to MobiControl to fulfill requirements for the Application Management and Remote Control capabilities for remote field troubleshooting training and software issues that could be solved remotely. The initial deployment allowed the Development and Help Desks to remotely solve end-user issues (training) and specific software issues that could be not be managed otherwise.
SOTI MobiControl was recommended toAmericanAirlinesby Stratix Corporation as a tactical solution to Mobile Device Management for theAirportServices Division. As mobile requirements and product suites have grownAmericanhas subsequently looked at MobileIron AirWatch and Afaria.AmericansAirportServices division initially set up MobiControl in a lab environment at its headquarters. Following some pilot deployments of the applications mentioned above the Cargo Division saw the successAirportServices was having and took the next step which was deploying MobiControl in a production data center on a Virtual Machine. These deployments were supported by SOTI over the phone and went very smoothly. In addition to the original requirements the Cargo division used MobiControl to help gauge and manage Battery usage on the devices. They have also implemented a scripting tool that drives test cases through the remote control feature that greatly aids in testing and debugging in the Development Cycle. Prior to the deploymentAmericanhad 500 mobile devices in the field but today 4000 devices are managed by MobiControl and AA has plans to deploy thousands more
AmericanAirlinesis very satisfied with MobiControl. Because of the operational nature of anairline MobiControls easy to use management console fitsAmericans requirements.Americanhas been able to easily implement customized role-based usage of the Management Console for Business Unit SMEs Developers Help Desk Deployment and Administration roles. Additionally they are starting to implement platforms beyond Windows (Android Apple) and support consumer grade devices and looking forward to implementing the Web-based console. Based on saving on individual development lower hardware costs help desk function the ROI across the organization is easily in the tens of millions of dollars.Americans mobile help desk the Stratix Service Center estimates 90 to 95 percent of the tickets created can be solved over the phone with MobiConto
As mobility has grownAmericans organization has grown with it. There is now an Enterprise Mobility Solutions department that looks at Mobile Services Management from a holistic approach. This is from device evaluation purchase staging carrier billing common software services (VPN Active Directory) and Mobile Device Management. Up to now MDM has purely been looked at an operational device level.Americanis actively planning for a BYOD (Bring Your Own Device) environment is looking to utilize MobiControl to help manage enforce policy and the security of the AA network. AA currently has the MobiControl deployment server and database positioned in one physical datacenter with clients distributed across everyairportthatAmericanAirlinesorAmericanEagle serves domestically as well as select international locations. Growth plans include installation of additional deployment servers geographically dispersed to provide better business continuity in event of a data center disaster.