Dole first signed a contract with Sprint in May 2010 for wireless services. Dole was in need of better reporting of their wireless usage. They signed with Bluefish about sixty days later. Bluefish would handle all unique wireless reporting, giving Dole access to all of this information with the click of a mouse in the custom web-portal.
Dole is a Sprint only customer, and the team at Bluefish deals directly with the mobility management team at Dole. The Bluefish team helps to handle rebills, ordering, and reporting for Doles 1,000 plus lines of service.
The Contract for Services with Dole was executed May of 2010. Bluefish built and developed a custom solution to provide the access to reporting data. This solution is still used by Dole today.
Cardinal wanted to rebuild its wireless program from the ground up: deploy new technology, streamline efficiencies, and reduce costs. With those objectives in mind, Bluefish created a custom wireless management system.
Bluefish began by conducting an electronic survey of all existing corporate wireless users to better understand how wireless technology was being utilized within Cardinal. Using this data, an overall strategy was established. Next, each employee utilized a custom Cardinal/Bluefish web portal to order individually approved devices and service packages. Devices were custom packaged with a Cardinal specific user guide, accessories, and programmed with Bluefish’s support number. Bluefish’s Help Desk team continues to manage the ongoing day-to-day support needs of those employees.
Cardinal saved more than $200,000 their first year with this particular project. “Bluefish not only made it quick and easy for the end-user to sign up, they gave administrators the tools we needed to manage and monitor the entire project,” said Tracey Tindale, Telecom Analyst and Wireless Administrator for Cardinal Health. “The development took less than three months from beginning to end, and we couldn’t be happier with the results.”
Chuck, the son of Bluefish, was born during December of 2006 during deployment for IBM. Chuck was born out of necessity for an automated order entry system to replace the manual entry system that took about 15 minutes per order to enter.
IBM had $6,000 to spend on mobility, therefore, they sent in 6,000 orders via Bluefish CRM. These orders had to be keyed into the Sprint BOF “Business Order Fulfillment” system. Chuck simulates a person going into the Bluefish CRM, gathering order information, and then placing order in BOF at a rate of 45 seconds per order.
This was a 95% improvement on the order entry process for Bluefish. This not only increased the speed that orders were entered, but produced no errors. Sprint upgraded their ordering system to Fulfillment DeskTop (FDT) that included more extensive security clearance and only one user to be logged in at a time. Chuck 2.0 was Bluefish’s answer to this change. Chuck 2.0 could log in to FDT and pass all security requirements. Chuck 2.0 was able to process 97 orders per entry with 100% accuracy and is still used today. Chuck and Chuck 2.0 have greatly improved order turn around with its speed and accuracy of ordering. This system allows reps to be paid sooner and Sprint to bill sooner. This also created a more efficient and streamlined process that benefits the end-user exponentially.
Bluefish has managed Cisco’s wireless services for about 5 years now. Bluefish offers full support and help desk services. Cisco has their own custom Bluefish web-portal that streamlines their processes by giving their personnel ordering capabilities of new devices and accessories.
Bluefish has a dedicated support team of nine that manages this wireless program, including all 1,000 devices on Cisco’s national wireless program. Cisco also utilizes Bluefish’s Las Vegas operation center to better serve the West Coast.
The Bluefish Deployment Tool is a newer addition to the services offered by Bluefish and has dramatically increased our efficiency as well as accuracy during deployments. The Deployment Tool uses newer technology, like barcode scanning, to enter data rather than manually keying it into a spreadsheet.
This old spreadsheet method did not update in real-time as the new system does, thus causing mismatched spreadsheet files that were not current. The old method of deployment was slow and inefficient. To solve this issue, some of the IT team was taken along during a deployment to see if there was any way to innovate the process and take it to the next level. The Deployment Tool was the result.
The Deployment Tool can process up to 4,000 phones at a time and schedules a time that an employee’s device will be ready for pick-up and that it is set up correctly. This tool has sped up deployment velocity to around 72 devices an hour. The tool will also give you metrics to judge the efficiencies of the deployment process such as orders processed and deployment velocity. The tool processed 7,000 orders in its first two deployments.
In 2005 Bluefish began its relationship with Ford Motor Company. The project initially started with Individual Liable support and quickly moved into full mobile program support in 2006. The user community vaulted to over 16,000 lines and Bluefish was providing the full lifecycle of mobile services, including full-time on-site support in Dearborn, MI.
Unauthorized use: including users, overages, waste, features. Put simply, we found it, everywhere. As a result of the very first optimization and inventory report we found 600 lines that were not Ford employees. A towing company, rogue users, individuals, even a few Detroit Lions. The previous TEM provider had missed a simple inventory audit. This savings and others resulted in immediate $500,000 a year savings.
Since 2006 Bluefish has provided on-site support for deployment, device refresh, transactions and day-to-day account management. Since day one, the same dedicated team at Bluefish has supported the Ford account. This has resulted in a truly remarkable partnership an amazingly efficient program.
HP deployed many kiosks for the download and printing of digital photos at Wal-Mart, Myer, and Target. These kiosks ran on the Sprint network via Sprint air cards. Each location had multiple kiosks that would run off of a modem that provided connectivity to the other kiosks.
Bluefish would take orders for the Sprint air cards needed for these kiosks. Next, Bluefish would order the modems for the air cards. Finally, they would ship out the air cards and modems packaged together to the locations where the kiosks were.
In 2006 Bluefish started working with Sprint reps to ramp up “Individual Liable,” or IL services offered. This allowed Bluefish to make Sprints account team’s lives much easier through their management of IL accounts. This was also better for the customer as well since they would deal with Bluefish, which gave them a personal experience with their customizable web portal. Bluefish also had 4-6 dedicated sales personnel giving a more personal experience than Sprints large call center.
Bluefish is also able to offer deals and incentive offers to their IL clients. These can be package deals with discounted pricing for devices and accessories or multiple devices. Bluefish’s in-house graphic design team is able to promote these offers by creating print pieces and different promotional materials for clients. Bluefish also has contests with their IL clients using “quick response” codes on their promotional items which yield codes to redeem free accessories or device discounts when the QR code is scanned.
Bluefish was able to offer a more personal and customizable solution to manage IL clients as a Sprint BSP. Bluefish takes on an average of 500 device orders a month. Bluefish has also been named in the top 3 for IL sales of all Sprint BSP’s in 2010. All of this recognition stemming directly from Bluefish’s customer service and fully customizable web portal.
The Bluefish Kiosk was born from the IL program for the VA Hospital. These kiosks were set up within the canteens which are essentially convenience stores inside the VA. These kiosks allowed VA employees 24/7 access to browse devices, live chat, and get contact information without actually having to have Bluefish personnel on-site. These kiosks were connected via Sprint air cards to the Bluefish tool.
The kiosks allowed for easy access to the Bluefish web portal for any VA employee regardless of if their job allowing them access to a computer or not. The kiosk saved VA employees time by giving them direct access to Bluefish services, allowing them to no longer track down an on-site employee to take care of each task.
Kitting started as an extra service offered by Bluefish in order to efficiently deliver a user ready device to the customer. Kitting is a customer specific service that involves any combination of activation, installation of applications, accessory pairing, device configuration, or sending of custom instruction manuals. The State of Minnesota was the first customer to have kitting completed for their order. This consisted of pairing devices with accessories such as car chargers and cases before shipping to the end-users.
Kitting had a humble beginning, but now, end-users have the ability to customize each specific order with different kitting options. This is done through the company’s custom ordering portal. When making a device order there will be a list of approved kitting options for the user to choose from. Once submitted the device is kitted accordingly, then sent to the end-user.
Optimization can drastically improve the effectiveness and efficiency of an enterprises wireless program. Bluefish works to provide custom solutions for all of its clients. This does not always happen due to corporate policies and procedures limiting information sharing. Bluefish can deliver total management from wireless program maintenance to management of bills and billing allocation.
To totally build and optimize an enterprises wireless program to its full potential there must be access to information regarding all facets of the program. This access to information allows Bluefish to create and profile users to match plans and meet the exact demands of the end-users. Also by pooling devices and eliminating variables you allow for better control of a wireless program. Bluefish also has the ability to handle billing for enterprises by processing billing information and allocating costs to their respective departments or divisions in order to track usage habits. This close and detailed management makes for a much more cost efficient wireless program.
Paccar is the parent company of both Peterbilt and Kenworth semi-trucks. These semis come with an in-dash display that is connected to the internet via Sprint cellular modem. This in-dash display system makes calls, is used for navigation, and for web browsing when a driver’s vehicle is not in motion. These in-dash display units are manufactured by Magneti Mirelli and require a Sprint modem to run Opera browser for internet connectivity.
Sprint was tasked with educating sales and dealership personnel about the use of the in-dash systems. Bluefish was brought in to help with the activation process that each Sprint modem would have to undergo in order to connect and function on the network. Bluefish was to take all activation calls from drivers that couldn’t get their Sprint modems activated using the instructions that were in the trucks glove compartment. To this date Bluefish has yet to take a single call from a customer having issues activating his/her Sprint Modem.