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Returns
have long been a challenge for the mobile industry,
and the holiday season is no exception. Indeed,
the practice of gift giving helps exacerbate
the problem as phones that may not be particularly
well suited to their recipients are left under
the tree.
Research has shown that the OOB
- the Out Of the Box experience, for many new
smartphone owners can be pretty tough. This is
particularly true in markets where the phone
may be procured via non-operator channels. The
solution is not better manuals or quickstart
guides. Most users either don't read manuals
or cannot understand them, but that will not
stop them from abandoning services that they
cannot figure out the first time they try them.
On average they will try for perhaps 20 minutes
before giving up, often resulting in either the
abandonment of that service or a returned handset.
 Mobile Device Management can help ensure a better
experience - for both the subscriber and the
support representative. Firmware updates and
configuration can help ensure that the handset
works the way it should from day one, while advanced
customer care capabilities help customer care
fix problems quickly when they do arise, helping
the take rate of high ARPU services while reducing
churn.
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.
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‘Twas
the night before Christmas,
and all thru the call center,
Not a dialpad was stirring,
nor frustrated dissenter.
The customer care reps
were home without care,
Knowing support calls
could not reach them there. |
Meanwhile,
smartphones loomed under tree,
With frustrating settings,
and applications not free.
Blackberries, Blackjacks,
and Androids too,
With Nokias and Symbians
wrapped out of view, |
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Christmas
morn came
with a thunderous roar,
Wrappings torn asunder
as customers cried “More!”
But lo and behold,
what do we see,
No data connection
nor TCP/IP! |
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No
text for Johnny
or browsing for Sally,
No picturemail for Auntie
or telly for Dolly!
Wonderful to look at,
delightful to hold,
But what a pain to configure--
this really gets old! |
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The
callers they came,
at first onesies and twosies,
But as numbers kept mounting,
CSRs got woozie.
They cried, “My phone’s busted!
You must take it back!”
The subs not happy,
they were one angry pack! |
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Call FAD as you like
or No Trouble Found,
The subs were complaining,
baying like hounds.
Support systems were
hammered, the CSRs buckling,
The workload was staggering,
the subscribers not chuckling.
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The ARPU
of smartphones
sure can be appealing.
But at 4 times support costs,
execs will be reeling.
“These costs cannot scale,
this never will do!
Care for one more smartphone
and our days are through!” |
Until one day, along
came a vendor,
Once CSRs returned
from a post x-mas bender,
“Smartphone ARPU
is nice, but support is too high,
Perhaps you would like
to give our software a try?”
Shorten your calls,
and take care of your subs,
This is Mobile Device
Management, they don’t sell
it in pubs.
Fix Windows, fix Symbian,
fix Android as well,
LiMo and others? Too
many to tell!
The massed
CSRs
rose up a great cry,
“MDM can save Christmas,
let’s give it a try!”
Fewer returns
and away with the recalls,
It even cut down on
disgruntled phone calls! |
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The day after Christmas
is usually a zoo,
With too many returns
and too much to do.
But with Mobile Device
Management this year was different,
The call center was
pleased with their DM experiment.
So at the end of the
day, when it’s all said and
done,
Mobile Device Management
makes call centers hum.
With all of this said,
and all of it right,
Merry Christmas to
all and to all a good night!
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