Support: Mobile’s Most Daunting Challenge
Day-2 complexities demand expert help, lifecycle oversight
Nowhere is mobile’s complexity more apparent than enterprise support for end users. Often, IT leaders, who have been consumed with device acquisition and provisioning in advance of deployment, overlook the complexity of supporting mobile’s end users. They often assume that mobile is another technology that the traditional internal Help Desk operation can handle.
From an enterprise perspective, mobile support is not just a large task, it’s a deep one. End users need assistance with their mobile devices, connectivity and access to corporate databases and applications – and that’s just on a normal day. Stratix’ Mobile Operation Center manages over 255,000 mobile devices for our enterprise customers shows that during the first 90 days after a rollout, Help Desks can expect a spike in call volume between 10% and 17%, with similar peaks expected around the time of each upgrade. If all that sounds expensive, it is.
This white paper tackles what most enterprises say is the toughest mobile challenge of all, support.