As CIOs everywhere tackle the challenges of a diverse mobile device environment, Bill Martin, CIO of Royal Caribbean Cruises, has found that the benefits reaped by customer service outweigh the extra work. Royal Caribbean's customer service organization uses iPhones, iPads and handheld devices from XRiver and Motorola, reports Kim S. Nash at CIO.

Tablet computers from XRiver help employees sign guests up for activities and allow them to sign waivers using their room key cards, Nash reports. Previously, waivers had to be signed on paper, which is a longer, more cumbersome process. Other customer applications, such as a wine list with suggested dining options, are presented to guests over iPads. The company has launched test programs for applications running on Android devices as well.

At Royal Caribbean, different devices are tested out in the same environment and Martin recommends this approach. For example, when assessing devices for waiters to use when taking orders at the pool, the company tested the XRiver Tablet and a smaller Motorola device. The latter was easier for waiters to handle, but it was harder for customers when they were signing bills.  

Ship guests traveling with kids are given modified iPhones to track their kids' location onboard. Children sport a WiFi-enabled bracelet and they stay in view of wireless access points around the vessel.

For more:
- see Kim S. Nash's article at CIO

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