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Dish Network Service (DNS) is responsible for all of Dish Network's home appointments. With 15,000 field technicians responding to 23,000 customer home satellite installation and repair appointments per day, DNS requires a lot of coordination. In 2012, DNS replaced expensive three-year-old Windows tablet PCs, push-to-talk phones and in-vehicle GPS devices with a program it calls SmartMobility. SmartMobility consists of mobile device management and an Android device -- the Samsung Galaxy Note "phablet." The program's key benefits include the use of a more modern hardware/OS/apps package through Android and Samsung; less training for technicians already familiar with the consumer-friendly OS; the elimination of third-party GPS devices and $1,800 Windows tablet PCs; and low replacement costs when devices get old.
Savings from SmartMobility over the past year came in at several million dollars from consolidating to one consumer-grade device, using pooled voice minutes and a single data plan, and eliminating tablet PC repair costs. Replacing a Windows-based machine with an Android smartphone has decreased reboots, increased battery life and reduced time spent in-vehicle because technicians can always carry the devices with them.
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