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The Nightmare After Christmas:
Solving a Frightful Call Center Scenario
 Sunnyvale, California, December 11, 2008 – We
usually think of smartphones at holiday time
as bright shiny objects under the tree—our
dream gift—but will they also prove to
be a mobile operator’s worst nightmare?
With each passing season, more and more smartphones
are in the hands of increasingly unsophisticated
subscribers. Operators look upon these subscribers
to generate the highest revenues, and they may
in fact be the most loyal as well (if all works
correctly). But there is a dark side of the bargain:
they cost more to support. Sometimes, much more.
A single mis-configured email setting may result
in a 30-minute support call working the subscriber
through arcane menus and settings, eliminating
any profit he or she was expected to bring to
the table. Compounding the problem, the operator
must train skilled frontline care personnel at
additional expense. This in the face of mandates
for cost-cutting due to an uncertain economic
future, and the need to maintain usability of
phones in the hands of subscribers for longer
periods of time due to slower replacement rates.
Mobile Device Management (MDM) technology provides
the operator—for the first time—with
a live, over-the-air management channel to the
phone, offering a way out from this Dickinsonian
nightmare. It re-invents the interaction between
the subscriber and frontline care, reducing operational
expenses and increasing customer satisfaction
through first-time problem resolution.
The Nightmare After Christmas
‘Twas the night before Christmas, when
all thru the call center,
Not a dialpad was stirring, from a frustrated
dissenter.
The customer care reps were home without care,
Knowing support calls could not reach them there.
.....
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!
Read more at www.innopath.com/humbug
MDM enables the operator’s care organization
to provide better service with reduced expenses
despite increasing device and service complexity.
InnoPath is unique in delivering a device management
solution, which while fully standards compliant,
is also highly flexible, extensible and quickly
implemented. The ROI for MDM-enabled customer
care has been illustrated in a recent study by
analyst firm Stratecast, which places the annual
global operator exposure at more than $25 billion,
billions of which may be saved through use of
MDM. Interested parties can review a copy of
this study at http://www.innopath.com/care .
InnoPath will demonstrate its complete MDM-enabled
Customer Care solution at the upcoming Mobile
World Congress, 16-19 February, in Barcelona.
In the spirit of the season, the employees of
InnoPath would like to wish everyone happy holidays
and a healthy new year.
About InnoPath
InnoPath Software is the global leader in Mobile
Device Management, a technology that enables
wireless operators to better and more cost effectively
manage and deliver revenue-generating services
for consumers and enterprises. InnoPath’s
standards-based approach has proven successful
at the largest wireless operators in the world,
including AT&T, China Unicom, KDDI and Verizon
Wireless. The InnoPath client has been adopted
by leading handset manufacturers including Nokia,
Samsung and LG. InnoPath was recently recognized
by AlwaysOn as an AO Global 250 Winner as well
as by Deloitte for financial performance. Headquartered
in Sunnyvale, California, InnoPath is privately
held with offices around the world. For more
information, visit www.innopath.com .
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