The Importance of Employee-Centric Mobile SupportTopics: Mobility Support
If there’s one constant in the mobility industry, it’s that things are constantly changing. It’s an on-going challenge for organizations to remain agile and adapt to the needs of their customers and employees. It’s crazy to think that less than a decade ago many organizations were issuing BlackBerrys to give employees access to their email, contacts, and calendar while on the go. Today, iOS dominates the industry and the devices are mission-critical for job functions. In fact, it is becoming commonplace for certain roles to be 100% reliant on their device to do their jobs.
These expanding use cases have presented a new challenge to organizations that they weren’t considering before – how in the world are they supposed to support them?
Traditional Help Desk Evolves to Mobile Support
The traditional help desk has evolved well beyond PC support. On average, we see 10-12% of mobile device users submit some form of support request on a monthly basis. In more high touch, mission-critical environments, it climbs north of 20%. This places a substantial burden on help desks to not only staff to handle the unpredictable volume but also represents a significant learning curve for a technology that goes beyond their expertise. Vox Mobile has been able to seamlessly bridge the gap, operating as an extension of our customer’s internal help desks, specifically in these cases where investing in additional headcount and training is not financially viable.
Mobile is at the Forefront of the Employee-Centric Model Shift
What I have always loved about Vox Mobile is that our customers create our service offerings. Meeting frequently with our customers is what gives us the insight to mold our services to match what is truly impactful to their business. An interesting development over the past couple of years is the shift towards organizations operating in an employee-centric model. Companies are recognizing that employees without a functioning mobile device have a direct and critical impact on revenue. In some positions, waiting until tomorrow to receive a new device is not good enough. There has been growing demand to not only be available to aid by phone 24/7 but to provide same day, in-person, white-glove support.
VIP Level Mobile Support for Employees
A customer in the Entertainment Industry recently presented us with a challenge where their Executive staff required VIP level support. Their roles in the company dictate that being out of commission can quickly have a significant financial loss. It is critical to their success that they are provided hands-on support at the drop of a hat. Adding to the complexity, they are spread out wide across a high traffic region of the country. Vox was able to deploy and relocate two mobility specialists at their location to provide on-call VIP support. The “white glove” service has been rolled out as a permanent and mission-critical role at the company. You can read the full success story here.
WHETHER IT’S A LONG-TERM SOLUTION, PROJECT-BASED DEVICE REFRESH OR NEW TECHNOLOGY ROLLOUT, WE EXPECT TO CONTINUE TO HEAR THE GROWING NEED FOR ON-SITE SUPPORT FROM OUR CUSTOMERS.
By Ryan Cherkala