Mobile credentials are seeing widespread adoption because of the ubiquity of mobile devices. But how do you evaluate if a site is a good fit for mobile credentials? What verticals are these deployments most successful in? What are some of the compatibility issues that integrators can face when deploying these solutions?

Ahead, experts share insight on successful evaluation and deployment tactics when dealing with mobile credentials.

Finding the Right Fit

Often, the evaluation process begins with what hardware/software is in place and what sort of compatibility issues that mobile deployments may face. “The first step is to assess the existing infrastructure,” says Brian Lohse, general manager, commercial business unit, Alarm.com, Tysons, Va. “Are there legacy readers in place that would need to be replaced?”

Olivia Renaud, group product manager, credentials, Allegion, Carmel, Ind., agrees: “When integrating mobile credentials with legacy systems, integrators may face compatibility issues,” she says. “One major challenge is dealing with outdated on-premise systems and hardware or firmware combinations, which may not support modern mobile credential technology.”

Having the foresight to consider the future compatibility is another element of evaluation. “It is also important to consider future compatibility issues to minimize the need for frequent upgrades or system overhauls,” says Phil Coppola, mobile evangelist, HID, Austin, Texas. “ Involving IT professionals or experts during the planning phase can help identify and address potential challenges and ensure the technology’s seamless integration with the existing infrastructure, minimizing disruptions and maximizing upgrade benefits.”

Coppola continues, “Equally important to consider are the risks associated with not upgrading from legacy systems to mobile credentials as threats evolve and mitigation requirements impose various system compatibility needs. The hard truth is that older access control systems present security issues and vulnerabilities in today’s threat landscape and upgrading to more modern technology better fortifies your organization while helping prepare for tomorrow. There are a variety of approaches for upgrading legacy infrastructure, but for the most flexibility readers should support cards, all popular credential technologies including mobile credentials, and digital wallets like Apple Wallet and Google Wallet that are accessed through a mobile app.”

Of course, the way the end users actually interact with the site needs to be considered during this process — the who, what, where and when of usage. “Next, look at the access usage patterns — how many users are involved, and how frequently do they access the site?” Lohse says. “Finally, consider whether the organization requires visible physical badges for security or compliance reasons.”

Coppola adds, “If employee training and communication are ignored, it can lead to confusion, resistance, and decreased productivity. An organization might also fail to consider future scalability when making the transition, including the need to accommodate additional users, locations, or functionalities.”

Avoiding Deployment Challenges

When transitioning from planning to action, security integrators have a lot of responsibility to juggle. “Integrators often face several challenges when implementing new mobile solutions, including ensuring seamless connectivity, managing different device types, mitigating reader interference, and addressing security concerns,” says Rob Druktenis, team lead, solutions acceleration, Axis Communications, Chelmsford, Mass. “To overcome these challenges, it’s important to conduct thorough site assessments when designing a system using mobile credentials. This step helps identify potential interference issues and determine the best reader for each environment. Additionally, it’s important to allow for sufficient time to educate the end user on how to manage and issue credentials, since these systems are often replacing legacy ones.”

Scott Lindley, general manager, Farpointe Data Inc., San Jose, Calif., says, “One of the most common challenges is people who are reluctant to use mobile credentials on their smartphones because of privacy concerns. We help by educating the market that with our CONEKT solution, we don’t collect individual user data. Users are always in control, and can choose from a variety of options, whether BLE, NFC, or traditional credentials. Another common deployment challenge is read range. Again, with our solution, an install technician can adjust the BLE read range in the field to fit the specific conditions of the site.”

Offering a low-stakes technology trial can be an opportunity to help end users to alleviate anxieties. “We take a two-pronged approach,” Lohse says. “First, we include 30 mobile credentials at no additional cost in our access service plans. This removes the financial barrier and gives customers a chance to try mobile credentials risk-free. Second, we focus on making the experience as frictionless as possible for both administrators and users. Admins can provision a credential simply by entering a phone number and sending an automated text with an activation link. From the user’s perspective, setup is as easy as tapping the link. Admins can even issue credentials directly from the Alarm.com app — it’s as straightforward as adding a new contact to your phone.”

It could be advantageous to explore regulations and compliances that the end user may be unknowingly subject to, Coppola adds. “Many organizations fail to consider security measures and compliance with the latest security standards and regulations,” he says. “This failure can expose the organization to risks including unauthorized access, data breaches, or legal liabilities.”

Dead Phones & Support Tickets

According to the experts, mobile credentials can reduce the amount of support tickets and service calls that an end user needs to place. “Mobile credentials help reduce service calls and support tickets, mostly by eliminating common issues associated with physical cards or keys,” Renaud says. “For example, we’ve seen nearly a 100 percent decline in lost card-related service calls, as users no longer have physical cards that can be misplaced or forgotten to begin with. Similarly, in student dormitories or residential settings, mobile credentials drastically reduce lockout incidents, because users can rely on their smartphones or wearable devices for access.”

Renaud continues, “A lot of the time, mobile credential systems empower users to resolve many issues independently by accessing FAQs or troubleshooting guides available on the system’s website or within the app used to add their pass to a digital wallet, minimizing the need for support intervention, streamlining operations and reducing the burden on service teams.”

Lindley shares the same sentiment, adding, “Mobile credentials can reduce the number of calls to administrators or facility managers to let people in the building who have forgotten their badges. No one leaves home without their cell phones. On the manufacturing side, I believe the number of support calls about mobile credentials is less than with traditional credentials, because the technology is just as easy — if not easier — to use than physical cards. The other benefit is that there is no inventory of cards to manage. Mobile credentials can be ordered, distributed and downloaded to end-user phones all via digital processes.”

While lost cards are virtually eliminated with mobile credentials, experts say some users do wonder what a dead phone means for access. “Phone battery failure or phone loss can present potential access issues when relying on mobile credentials,” Renaud explains. “However, Apple devices offer a feature called “Express Mode with Power Reserve” that mitigates this problem by allowing users to use their credentials even after their phone needs to be charged — for up to five hours on most devices. This feature provides a significant advantage in maintaining access despite battery depletion.”

Renaud continues, “On the other hand, Google Wallet currently lacks this capability, which means users could face access issues if their device runs out of power. Similarly, BLE technology is also affected by battery failure, as it requires the phone to be charged to use the credential. With these scenarios in mind, it’s advised to have a backup access method to ensure continued access. Many sites are starting to provide portable chargers or charging stations.”

In the event that your deployment does not include an Apple or Google wallet backup, a second tier of authentication can be utilized in place of the missing mobile credential. “Phones can be lost, damaged, or run out of battery — making it essential to have a reliable backup plan,” Druktenis says. “Ideally, the access system should support multiple credential types, such as RFID cards, biometrics, or PIN codes. This ensures users can still gain access even if their mobile device is unavailable.”