Daily Account Management, Technical Help Desk, and Customer Support with Vox Mobile

Answers to the 60 Questions to Ask During the MMS Evaluation Process

In our continuing series on evaluating MMS providers we will now address questions that focus on the Daily Account Management, Technical Help Desk, and Customer Support stage of Managed Mobility Services.

In 2014, mobility industry executive Matt East identified 60 questions that companies should ask when evaluating Managed Mobility Service providers.  Finding an MMS vendor that can meet all of your company’s needs can be frustrating.  If your organization is considering implementing an MMS solution for the first time, or looking to switch vendors, knowing which questions to ask when evaluating providers can help.  The following blog series sheds some light on how Vox Mobile, a Gartner-recognized leader in MMS, would answer these queries within the following categories:


  • Reporting & Analytics
  • Invoicing & Carrier Bill Analysis
  • Daily Account Management, Technical Help Desk, and Customer Support
  • MDM/EMM Support and Technical Integration
  • BYOD Management
  • Implementation & Onboarding
  • Contract, ROI, and Pricing Model Costs


Daily Account Management, Technical Help Desk, and Customer Support


  1. Does Vox Mobile have standard Service Level Agreements (SLA’s) for both technical support and your technology?
    • Our standard SLA’s focus on maintaining the highest level of customer satisfaction:
      1. First call resolution – 90%+
      2. Calls answered in less than 120 seconds – 85%+
      3. Abandon rate – <5%
      4. Orders processed same day if received before 3:00PM.
      5. Devices configured and shipped same day if request received before 3:00PM.
      6. We have worked with our clients on customized SLA’s to ensure that their end-users remain our primary focus.


  1. How are technical support calls routed to the MMS provider’s team to ensure a high level of technical support?
    • We receive calls and incidents in a variety of ways:
      1. We provide a dedicated toll-free number for each client’s end-user base
      2. We are an IVR extension of our client’s internal help desk
      3. Incidents are submitted via a customized portal or emailed to a dedicated client-specific email address
  • Each of our support teams have tiers based on skill and customer satisfaction scoring.
  • We are able to skill base route each of our client queues to route VIP end-users to our top support folks, while at the same time ensuring all other SLA’s are being met.


  1. What are the standard help desk support hours?
    • While we are a 24×7 Support Center, our benchmarked data shows that the majority of incidents (including calls) come in during 8:00 to 6:00PM local time. This percentage ranges by client, but is typically 80%-90% of total volume.
    • Exceptions to this norm are application support or a large scale migration (device, OS or MDM).


  1. Is help desk support available 24x7x365?
    • Our Support Desk is open every hour of every day, including all holidays.


  1. Is there VIP level support for our executive team members?
    • We offer a VIP for all clients, which is typically limited to 3% of your end-user population.
    • We provide a separate dedicated toll-free number for VIP’s and limit VIP volume to our highest-skilled employees.


  1. How does Vox Mobile ensure the team supporting my organization is as familiar with our organizational processes and procedures as someone on our internal team?
    • Your processes and procedures are built out during your implementation period by a dedicated project manager assigned to your account. We title this your “Operations Guide”.
    • At 30 days pre ‘go-live’ the project manager will meet with your dedicated Client Experience Manager and our Operations leadership team to review the Operations Guide, deep dive into the mobility needs of your organization and determine the mix of employees to be trained on your account.
    • Our training department then conducts a full onboarding on your account in a classroom environment.
    • Our quality team audits a higher percentage of your calls than normal during the first few weeks of go-live to ensure all processes are being followed.


  1. How many people will be dedicated to supporting my account?
    • This will be determined by the number of end-users supported, the hours of operation, the services we are providing and the historical volume you have experienced before partnering with Vox.


  1. Has the project manager on my account managed similar sized customers?
    • Our project management team has vast experience in onboarding clients of all sizes, anywhere from a few hundred end-users to over 25K end-users.


  1. Please describe your Account Management model in detail.
    • We have a dedicated account management team, collectively, Client Experience Managers (CEMs), who serve as your single point of contact across all lines of business. They are heavily focused on the day-to-day operations of your account, as they work with each of our service delivery teams.
    • They typically work with a dedicated person from each client, although they frequently interact with all layers within your organization.
    • Our communication frequency can vary, as some clients communicate multiple times within the day. Others have weekly and monthly meetings set up, with us presenting all metrics, incident trending, end-user feedback, areas for improvement and industry trending during in-person Quarterly Business Reviews.


  1. Where is your support staff located?
    • We have two Support Centers, one in Independence, Ohio (a suburb of Cleveland) and one in Waterloo, Ontario.
    • We also have set all of our employees up to work from home. This is primarily for disaster recovery and weather purposes, but also serves as a nice boost to employee morale.


  1. Is any of the support outsourced?
    • Vox Mobile handles 100% of English-language and French-Canadian support needs.
    • We are also a founding member of the Global Enterprise Mobility AG (GEMA), a group of 15 mobility organizations that collectively work to provide around the globe support in 17 native languages to mobility organizations. GEMA currently serves 87 countries across 134 carriers to support your global needs.


Vox Mobile has more answers to the 60 Questions to Ask during the MMS Evaluation Process:

Previous:  Invoicing & Carrier Bill Analysis

Next:  MDM/EMM Support and Technical Integration



West, Matt. “60 MMS Evaluation Questions.” 24 June 2012. Web

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