Introduction

InnoPath’s iMDM Server provides the operator and the subscriber very powerful device troubleshooting and configuration capabilities. This includes the ability to read handset configurations over-the-air, compare them to expected values, and then push corrected configurations to the phone. The operator, or subscriber, can ‘verify’ that the settings were corrected as intended. This is called Configuration Verification, and is a key element of InnoPath’s complete customer care solution.

To be of greatest benefit, the operator will want to extend these capabilities as widely as possible. For example, Tier 1 support personnel and subscribers should all be able to check, set and verify handset configurations. This is accomplished through a simplified, task oriented CSR (Customer Service Representative) / Self-care portal that interfaces with InnoPath’s iMDM Server.

This unique combination of a simplified, easy to use UI with advanced configuration and diagnostics capabilities together address the operator’s support challenges by greatly reducing customer care expenses. Customer care call handling times are reduced, and more calls are resolved with less expensive Tier 1 personnel. Sophisticated troubleshooting tools in the hands of the subscriber result in quick diagnosis of problems and fewer returned phones. Configuration fixes are more easily pushed to the phone, sometimes before the subscriber even notices the problem. The net result is a significant reduction in customer care costs and an increase in customer satisfaction. Troubleshooting times and therefore frustration are both reduced while more subscribers who want to use data services are actually able to do so.

The Need to See into the Phone

The wireless world is rapidly evolving toward ever more sophisticated applications and data services. Today, subscribers can surf the Internet, use GPS navigation and location based services. Applications, games, ring tones or and even UI theme packs are just a download away. MP3s, broadcast mobile and Internet video services like Youtube are also popular. Person-to-person communications services have proliferated beyond voice to include photo sharing, text messaging, instant messaging, email, and videoconferencing. Even voice is transitioning into another data service with Voice over IP. New data services provide carriers with opportunities to attract new subscribers and increase ARPU.

However, each of these services requires the subscriber’s device to be correctly configured to access the backend systems that provide the service. One faulty configuration parameter and the service fails. The net result is that the operator has a frustrated sbuscriber on their hands that can’t use the service and a lost revenue opportunity. And, this frustration usually results in a call to customer care for technical support. Such calls to customer care are usually quite expensive, since it can often take three times longer to diagnose and repair a data service issue than an average customer care call.

At the same time, mobile devices are becoming more and more sophisticated, morphing into mobile computers with all the issues, vulnerabilities and complexities of PCs. Operators are looking for a way to easily retrieve information about the handset and the software resident upon it. Hardware profiles such as memory, CPU utilization, battery life, and software profiles such as OS, application, device driver, and media codec versions as well as application usage statistics are some examples of data points that operators want to retrieve for strategic analysis and planning. As an example, in 2006 a major European operator launched a video chat service. In one month, almost 150,000 subscribers attempted to download the application, but only 75% of their handsets were compatible. The number dropped to 50% for successful installation, and to 10% for a successful data connection. In fact, only 2.5% were able to actually use the service, with an obvious negative impact on revenue and subscriber satisfaction.

iMDM Configuration Verification

Configuration Verification enables customer service representatives (CSRs) to view and set device and application configurations over-the-air, and verify that these settings are successful. This greatly speeds the verification and repair of subscriber configuration issues. When subscribers have trouble using data services they typically call customer care for technical support. If the problem is a faulty configuration, customer care agents can spend thirty minutes or more on the call trying to diagnose the problem, determine a resolution, and execute a fix. This leads to long call handling times that can be very costly. As an example, if the CSR rate is only $1 per minute, a 20 minute call will cost $20. The negative impact on the bottom line is clear.

Using InnoPath’s Configuration Verification, customer care agents can quickly retrieve configuration settings over-the-air, examine the settings, compare the settings to expected values and update the settings to the correct values all with a few clicks of a mouse. Customer care agents no longer have to ask the subscriber to manually retrieve the settings from the device or blindly push a basket of settings to the device and hope it fixes the problem. One element of Configuration Verification is the ability to ping the device for critical status data such as the firmware version or the battery level. This provides the CSR with an even clearer view of the handset for troubleshooting purposes.

The iMDM Server maintains a database of all devices in the operator’s network. This database consists of Device Description Framework files, or DDFs, which describe the capabilities of each device and what applications such as SMS and email can be managed on the device. InnoPath’s Integrated Device Capabilities Repository is an additional source of device data for this data.

InnoPath’s Configuration Verification applies both to network and personal settings. Network settings are those set by the operator and common across many subscribers. Personal settings are unique to each subscriber, for example Email and SyncML.

In addition, InnoPath’s Configuration Verification capability is now extended via an easy-to use portal to the first tiers of the operator’s CSR organization, and even to the subscriber. Instead of attempting to reach the proper individual via the operator’s IVR system, the subscriber may now self-diagnose their issue. In many cases, the problem will be solved, further reducing the burden on the operator and increasing the savings. If self-help is not successful, when the subscriber now contacts the care agent, the agent will have much more information to go by. The differences in the cost of providing care via the two approaches are depicted in the figure below.

Usage Scenarios

Typical Configuration Verification use cases include the following:

• Automatic configuration
• Automatic verification
• Call to customer care

Automatic Configuration.

A new device is recognized by the network via ADD. The MDM server sets basic network configurations such as the APN and MMS, and the device replies to the server that the setting has been successfully set. The subscriber may now successfully use the operator’s data services. The alternative under OMA-CP is to send an SMS with the same information, with the operator having no way to determine success.

The following table illustrates some of the differences between OMA-CP and OMA-DM configuration capabilities.

Automatic Verification.

A new device enters the network that has been configured for another operator. The MDM server requests APN and MMS settings from the device. These are returned, and compared against the operator’s reference configuration. The system immediately recognizes any mis-matches, and sends the updated settings to the device. As with the first example, in the absence of OMA-DM, the operator can only send an SMS and hope for the best.

Call to Customer Care

The subscriber is having difficulty browsing and calls into the operator’s support line. As with automatic verification, the MDM server requests settings, and takes any corrective action. This use case helps reduce call times. Alternatively, the subscriber may access the same capability via the CARE portal. An extension of this use case is where the subscriber, in addition to resolving any network configuration issues, is also prompted to enter her private email configuration such as Gmail. These settings are also sent to the device via MDM.

The Business Case for Configuration Verification

Given the increasing device complexity and user difficulty with new services as described earlier, operators have a pressing financial need for more effective device troubleshooting. And, this need manifests itself when devices first enter the network. Using OMA-CP, approximately 10-20% of all devices entering the network are misconfigured. This results in lost revenue to the operator, additional support calls and ultimately impacts subscriber satisfaction. Reasons for this misconfiguration include the following:

• Subscribers don’t accept configuration
• Subscribers misconfigure phones
• Subscribers multiple switch SIMs
• Correct configurations are not verified

Automatic configuration, as described in the use case, is therefore critical to minimizing CSR costs and avoiding lost revenue due to device misconfiguration.

Configuration Verification also proves its worth for devices entering the network that have been configured for another operator. And, as described in the use cases, the capability reduces CSR handling times and is critical to use of the self-care portal.

InnoPath has created a detailed ROI analysis on Configuration Verification, and on MDM-enabled customer care, available upon request.

Operator Benefits

Configuration Verification significantly reduces the cost of troubleshooting complex application/configuration issues. Customer care call handling times are reduced because the retrieval and fixing of settings is automated. Instead of the customer care agent asking the subscriber to navigate through the menu items and read back the settings to the agent, the agent can retrieve the settings without any user intervention. This reduces frustration, eliminates communication issues and shortens call handling times - all of which lower the cost of customer care.

In addition to reducing operating expenses, the solution has a positive impact on subscriber satisfaction. Users do not need to drill down through the menu structure of the device to manually read and reset various settings. This traditional approach is a tedious and non intuitive process which is becoming increasingly complex as new services with more parameters are introduced. Instead, the CSR does most of the work, turning a long and tedious process into a fast and relatively painless one.