Benefits Front Line CSRs Subscriber Self Care Simplify support Differentiate services

InnoPath's CSR/Self Care UI simplifies troubleshooting, upgrading, and security management of all OMA-DM enabled devices. Operating in conjunction with InnoPath's industry leading iMDM Server, the interface provides a customizable, standards based view into all MDM applications including FOTA, configuration verification, diagnostics, security management and application management.

The InnoPath CSR/Self Care Portal also addresses key challenges facing operators. They face escalating customer care costs due to increasingly sophisticated handsets, but to date have not had the necessary automation at their disposal. In addition, they have a need to manage the first 'golden hour' of the customer experience. the time when new users are eager to explore their new devices and potentially high revenue applications. They require tools to increase the user adoption of advanced services.

Traditionally, MDM applications such as FOTA were only made available to more experienced customer care personnel, and required in-depth training. Alternatively, some OEMs offered FOTA via self-care portals, but these were many times 'vanilla' versions of the firmware without many operator specific features. Troubleshooting, and where required, repair of device settings, required a call, and self-management of security was non-existent. This has now changed for the better.

The Customized Subscriber Experience

The subscriber, wishing to upgrade service, learn about a new application, or after encountering a problem, opens a browser session from any computer to a URL provided by the operator. The portal supports all major browsers, and in the future, will support mobile browsers as well. The user is now presented with the operator's main self-care login screen, and after entering a phone number and password, is presented with the operator's mobile website. This site most probably includes links to phone and accessory purchases, account management, and now, the self-care portal.

Clicking on the portal tab presents the user with the various options, including firmware, configuration management, security, backups, and possibly advertisements of new services or applications that may be activated on-the-spot. The portal interacts with the InnoPath iMDM Server, requesting the relevant device information, or interacts with other servers such as that used for Backup & Restore. The iMDM Server in turn issues commands to the subscriber's device. For example, in the case of a firmware update, the server is aware of the subscriber's current version, and recommends a new version if one exists. The subscriber accepts the recommendation, triggers the upgrade, and is immediately presented with an opt-in message on the phone. Use of the portal by the operator CSR follows much the same process. Operator Problem Self-Care Solutions