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Mobile Technology Management - Case Study
Over 600 devices deployed without a disruption in service resulted
in real-time proof of ROI
Business Challenge
Vox Mobile was engaged by a global leader that provides integrated
selfservice delivery and security systems and services. The company
employs over 3,300 field service technicians across the United States
responsible for servicing ATMs, vaults, and other banking equipment.
Many of these technicians were using a large, obsolete, analog handheld
device, an Interactive Voice Response System (IVR), or a call center
to
manage tickets generated by their field activity. The company recognized
a need to update the inefficient technology and developed a ticketing
system to function on BlackBerry handheld devices. There
were three key challenges:
1. Deploy devices to the end users without affecting service levels.
2. Ensure adoption of the new technology in the field.
3. Manage a large-scale deployment on a budget that allows for short-term
ROI on the project.
Complicating matters was the fact that the field technicians are distributed
nationally, work on a part-time basis, and lack regular access to
land line phones or traditional PCs.
Solution
Vox Mobile worked with the customer to perform an end-to-end Blackberry
deployment for the field service technicians. The Vox Mobile Project
Management team provided a single point of contact and created
a plan to collect data, procure, configure and deploy the BlackBerry
devices without interrupting the users’ current service. The
custom device configuration included a service management tracking
application, standardization of features and settings, loading of
owner information, security standardization, custom kitting, training
documentation, and triple check quality assurance process. In addition,
Vox Mobile provided Professional Services, including BES installation,
end-user migration to the new server, BES administration training,
and end-user training.
Results
Vox Mobile custom configured and deployed over 600 devices in 3 phases
for the customer. Once the devices were in the hands of the end user,
Vox Mobile activated the user on the cellular network and on the
BlackBerry Enterprise Server. Utilizing conference calls with a custom
curriculum, the users attended one-hour group training sessions covering
the device’s major functions. During one phase, 200 devices
were
deployed and the end users trained within 2 weeks without a disruption
of service.
As a result of this project, the customer was able to abandon an obsolete
infrastructure that supported the analog handhelds and reduce costs
associated with voice calls to the call center and IVR. The customer
experienced an 8% reduction in voice calls to the call center and
IVR immediately after the deployment.
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Mobile Technology Management
Our programs include project-based
device deployment and mobile
enterprise managed services. Vox
Mobile offers procurement,
configuration, and deployment for
mobile devices and the server
platform technologies that support
them. Our Support Center provides
end-user technical support, end-user
life-cycle management (moves, adds,
and changes), and logistical services.
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Wireless Expense Management
Most organizations overpay for
cellular and wireless data services by
10-30% due to a lack of management
bandwidth or domain expertise to
properly monitor wireless expenses.
The mission of our WEM program is
to provide your organization with an
increase in the level of service, a
reduction in the total cost of
ownership, and an increase in
business visibility into the dynamic
cellular environment.
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Professional Services
Vox Mobile has certified professionals
and technicians to design, implement,
and support mobile server platforms
including technology decision
support, mobile server installation,
server migration, and customized
training events and materials. Our
Solutions team is trained and certified
at the device and server level on
multiple platforms including RIM
Blackberry Enterprise Server,
Microsoft Windows Mobile, Good
Mobile Messaging, and Nokia
Intellisync Mobile Suite.
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