Asset Management International (AMI), a small Seattle software company, is all about mobility. Their product is scalable asset tracking solution for Enterprise IT departments using AMI software on Windows Mobile powered devices. They compete by offering an out-of-the box solution on the Windows Mobile platform.

So it's not surprising that the two AMI co-founders, Tom Watson and Ken Suzuki, should also be betting their business on how they use their Windows Mobile powered devices to stay connected to their customers and to the AMI team. I caught up with Tom and Ken—on the phone—to find out why and how they did this.

Focus on their customers
"We're a small company in need of a professional front to our enterprise customers," said Tom Watson, President of AMI. Through a partnership with Unisys, AMI solutions have been installed by Homeland Security and the New York Transportation Authority. "We needed to be online all the time." Tom noted that they were not running on Windows Mobile when they started in June 2003, but turned to the devices to satisfy their desire for tighter communications.

Those of us who live on the West Coast of North America know the challenges of being responsive to our customers who are on the East Coast. "The main issue for us was customer support," says Ken of their business needs. "We have enterprise, high paying customers on the East Coast, and some are onsite at 6:00 a.m." That translates to 3:00 a.m. Seattle time.

Ken recalls that in the early days, sometimes it took an hour or more to receive requests for support. There was one incident a while ago when the Transportation Security Administration (TSA) had a massive inventory project kicking off and needed assistance with an issue. Using their Windows Mobile powered devices and a combination of MSN Messenger, cell phone call, and a Virtual Private Network (VPN) connection to the customer, Tom and Ken were able to deliver on their promise of customer service right away.

Since then, their company and support staff has grown, as has their reliance on using their devices. They use their Windows Mobile powered devices daily to send e-mail and text messages, review and even edit documents whether they are out of the office or out of the country.

Different devices
Tom, who travels about 80% of the time on sales calls and training, wanted a device that gave him an easy way to input information and type e-mails. He uses the Audiovox XV6600, which has support for wireless broadband networking, Bluetooth, and—most important to Tom—a QWERTY keyboard. "QWERTY is essential," says Tom. I'm with Tom on that choice.

Ken, on the other hand, has become a master at inputting text into the keypad of his Motorola MPX 200 smartphone using the T9 function, the shorthand speed typing function similar to auto-complete. "I come from the other side," says Ken. "I don't want to be lugging around a PDA. I want the smallest phone in my pocket with Windows Mobile functionality."

When it comes to setting up new devices, Tom finds it easy, "You buy a device, install ActiveSync, drop the device in the cradle, and then on your computer click Next, Next, Next.

Built-in Applications

Tom feels that one of the best features is the ability to use the mobile versions of their favorite Outlook features, just as if they were at the office. "We use Outlook for e-mail, for coordinated calendars; and each of us keeps all our personal contacts in the Outlook data store." Using ActiveSync in the office and receiving over-the-air (OTA) updates while they're on the road, they keep their e-mails, Contacts, Calendar, and other information current. Their e-mail accounts are POP3, which involves receiving e-mails over an Internet connection. Traveling in Paris, Ken had the misfortune to have his pocket picked. Fortunately, they only took his wallet. His Motorola MPX 220 is a GSM smartphone, so it works on the cellular networks in North America and in Europe. "I pulled it out and fired it up in the middle of Paris." He thumbed through his Contacts, reached an AMI teammate in the middle of the night, and instructed him to cancel the credit cards. Another Office application Tom reports using is the mobile version of Microsoft Word. Internally, they review technical software specification documents and, during negotiations with customers, they review detailed Statements of Work documents. "I often review these documents using Pocket Word on my mobile device while on the road, and have even used the device to make minor edits," says Tom. Their whole company is on MSN Messenger "Usually I pester people for travel conditions," says Ken. But they've also used it for quick help in other situations. Add-on Applications Tom has downloaded other useful Microsoft and third-party mobile applications: Microsoft Pocket PC Expense – Tom downloaded this free program to help him track expenses while he's out of the office. I've tried this one too, it's easy to use and important, as Tom says, "especially when you're traveling on a customer's dime and need to produce an expense report." Orbitz TLC Alerts – Tom uses this one for checking flight status and updates. MSN Maps – While at his desktop computer, Tom would find the locations he wanted; then synchronize those maps down to his mobile device to take driving directions with him. Think Big Tom Watson and Ken Suzuki started Assets Management International literally in their basements. They're using Windows Mobile technology to extend the reach of their company. These little devices have helped this small company successfully deliver enterprise-level support for their large-scale customers around the world.

Tyson Greer
Chief Executive Officer
Ambient Insight, LLC.
 Tyson@AmbientInsight.com

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Reference
This article was originally published on the Microsoft Windows Mobile Web site. Click here to link to the original publication.