The traditional approach to customer care has involved a person-to-person dialog. The only way anything got fixed was that one person described the problem to another person, who did his best to understand and fix the problem.  
       
 

However, this approach has a drawback. People are...people. They make mistakes, they mumble, they have trouble understanding, they don’t know what an APN is or how to multi-tap an @ sign. They misuse jargon and confuse words.

It makes supporting smartphones feel like you are working with your hands tied behind your back. Person-to-person support wastes time with questioning, describing, clarifying, reconfirming and verifying a problem and, with both luck and time, a final resolution. For operators, providing this support is a $25 Billion challenge.
 
       
 
MDM - It’s like a sharp knife when you really need one. Help your CSRs find the problem and fix the phone. Close more tickets faster and easier and with greater precision. Oh, and fewer call backs for unresolved problems too.  
       
 

The Stratecast whitepaper, Advanced Services Challenging Customer Support: Achieving OPEX Savings Using Mobile Device Management, is available for download.

Additionally, a longer, more comprehensive version of the Stratecast piece is available here.